Emotional contrast strategies as means of social influence: lessons from criminal interrogators and bill collectors
Article Abstract:
A pair of qualitative and inductive studies are used to generate a model of how social influence strategies that entail displays of contrasting positive and negative emotions bring about compliance in others. Data sources included interviews, observations, written materials, and participant observation in one study. We identified five strategies that we contend are variations of the "good cop, bad cop" technique: each creates a perceptual contrast through display of contrasting emotions, which accentuates both construed positiveness and negativeness. This contrast triggers three compliance mechanisms: targets may comply (1) to escape interaction with the bad cop, (2) to reciprocate the perceived kindness and liking of the good cop, and (3) because they believe compliance is in their best interest. Discussion focuses on implications for research on emotions as tools of social influence in organizational settings. (Reprinted by permission of the publisher.)
Publication Name: Academy of Management Journal
Subject: Business, general
ISSN: 0001-4273
Year: 1991
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Expression of emotion as part of the work role
Article Abstract:
Previous research on the role of emotion in organizational behavior has tended to view displays of emotion as expressions of job satisfaction, or the lack thereof. In a number of occupations, however, the job role calls for the worker to display specific emotions; for example, service workers are expected to be cheerful, and funeral directors are expected to be solemn. A conceptual framework for analyzing emotion and role expectations is developed. The model consists of the organizational context of role expectations, the emotions that are encouraged by organizations and the workers' reaction to those emotional roles, and the benefits that the organization and the individual receive for fulfilling role expectations.
Publication Name: Academy of Management Review
Subject: Business, general
ISSN: 0363-7425
Year: 1987
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