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Digital Traces: New Data, Resources, and Tools for Psychological-Science Research

Current directions in psychological science : a journal of the American Psychological Society, 2019-12, Vol.28 (6), p.560-566

2019

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Anger and happiness in virtual teams: Emotional influences of text and behavior on others’ affect in the absence of non-verbal cues

Organizational behavior and human decision processes, 2011-09, Vol.116 (1), p.2-16

2011

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Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction

Journal of service research : JSR, 2024-11, Vol.27 (4), p.525-542

2024

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The effect of waiting on aggressive tendencies toward emergency department staff: Providing information can help but may also backfire

PloS one, 2020-01, Vol.15 (1), p.e0227729-e0227729

2020

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When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation

Journal of service research : JSR, 2019-08, Vol.22 (3), p.223-240

2019

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Emotion as a Connection of Physical Artifacts and Organizations

Organization science (Providence, R.I.), 2004-11, Vol.15 (6), p.671-686

2004

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How psychology might alleviate violence in queues: Perceived future wait and perceived load moderate violence against service providers

PloS one, 2019-06, Vol.14 (6), p.e0218184

2019

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Unhappiness Intensifies the Avoidance of Frequent Losses While Happiness Overcomes It

Frontiers in psychology, 2016-11, Vol.7, p.1703-1703

2016

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Correction: How psychology might alleviate violence in queues: Perceived future wait and perceived load moderate violence against service providers

PloS one, 2019-07, Vol.14 (7), p.e0220395-e0220395

2019

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The psychological structure of aggression across cultures

Journal of organizational behavior, 2013-08, Vol.34 (6), p.835-865

2013

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A SOCIAL RESISTANCE PERSPECTIVE FOR DELINQUENT BEHAVIOUR AMONG NON-DOMINANT MINORITY GROUPS

British journal of criminology, 2013-09, Vol.53 (5), p.784-804

2013

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Emotion cycles: On the social influence of emotion in organizations

Research in organizational behavior, 2008, Vol.28, p.35-59

2008

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Time clock requirements for hospital physicians

Health policy (Amsterdam), 2016-06, Vol.120 (6), p.690-697

2016

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The Effects of Queue Structure on Attitudes

Journal of service research : JSR, 2002-11, Vol.5 (2), p.125-139

2002

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Numbers or Apologies? Customer Reactions to Telephone Waiting Time Fillers

Journal of applied psychology, 2007-03, Vol.92 (2), p.511-518

2007

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Decision control and explanations in human-AI collaboration: Improving user perceptions and compliance

Computers in human behavior, 2023-07, Vol.144, p.107714, Article 107714

2023

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The Social Dimension of Service Interactions: Observer Reactions to Customer Incivility

Journal of service research : JSR, 2017-05, Vol.20 (2), p.120-134

2017

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The Future of Frontline Research: Invited Commentaries

Journal of service research : JSR, 2017-02, Vol.20 (1), p.91-99

2017

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Emotion in Organizations: Considerations for Family Firms

Entrepreneurship research journal, 2013-07, Vol.3 (3), p.295-300

Rafaeli, Anat

2013

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When Customers Exhibit Verbal Aggression, Employees Pay Cognitive Costs

Journal of applied psychology, 2012-09, Vol.97 (5), p.931-950

2012

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Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers

Manufacturing & service operations management, 2021-07, Vol.23 (4), p.854-875

2021

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Encountering Anger in the Emergency Department: Identification, Evaluations and Responses of Staff Members to Anger Displays

Emergency Medicine International, 2012-01, Vol.2012 (2012), p.107-111

2012

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Helping to reduce fights before flights: How environmental stressors in organizations shape customer emotions and customer–employee interactions

Personnel psychology, 2019-03, Vol.72 (1), p.49-80

2019

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Workspace Integration and Sustainability: Linking the Symbolic and Social Affordances of the Workspace to Employee Wellbeing

Sustainability, 2021-11, Vol.13 (21), p.11985

2021

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When do service employees smile? Response‐dependent emotion regulation in emotional labor

Journal of organizational behavior, 2021-11, Vol.42 (9), p.1202-1227

2021

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Digital Traces: New Data, Resources, and Tools for Psychological-Science Research

Anger and happiness in virtual teams: Emotional influences of text and behavior on others’ affect in the absence of non-verbal cues

Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction

The effect of waiting on aggressive tendencies toward emergency department staff: Providing information can help but may also backfire

When and Why a Squeakier Wheel Gets More Grease: The Influence of Cultural Values and Anger Intensity on Customer Compensation

Emotion as a Connection of Physical Artifacts and Organizations

How psychology might alleviate violence in queues: Perceived future wait and perceived load moderate violence against service providers

Unhappiness Intensifies the Avoidance of Frequent Losses While Happiness Overcomes It

Correction: How psychology might alleviate violence in queues: Perceived future wait and perceived load moderate violence against service providers

The psychological structure of aggression across cultures

A SOCIAL RESISTANCE PERSPECTIVE FOR DELINQUENT BEHAVIOUR AMONG NON-DOMINANT MINORITY GROUPS

Emotion cycles: On the social influence of emotion in organizations

Time clock requirements for hospital physicians

The Effects of Queue Structure on Attitudes

Numbers or Apologies? Customer Reactions to Telephone Waiting Time Fillers

Decision control and explanations in human-AI collaboration: Improving user perceptions and compliance

The Social Dimension of Service Interactions: Observer Reactions to Customer Incivility

The Future of Frontline Research: Invited Commentaries

Emotion in Organizations: Considerations for Family Firms

When Customers Exhibit Verbal Aggression, Employees Pay Cognitive Costs

Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers

Encountering Anger in the Emergency Department: Identification, Evaluations and Responses of Staff Members to Anger Displays

Helping to reduce fights before flights: How environmental stressors in organizations shape customer emotions and customer–employee interactions

Workspace Integration and Sustainability: Linking the Symbolic and Social Affordances of the Workspace to Employee Wellbeing

When do service employees smile? Response‐dependent emotion regulation in emotional labor

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