0000000000328716
AUTHOR
Dieter Zapf
Supportive Climate and Its Protective Role in the Emotion Rule Dissonance – Emotional Exhaustion Relationship
Abstract. Emotion work, or the requirement to display certain emotions during service interactions, may produce burnout when these emotions are not truly felt – emotion rule dissonance. Building on the support-buffering model we hypothesized that a supportive climate should provide emotional resources to employees protecting them against strain from emotion work. We tested this multilevel prediction in a sample of 317 front-line employees nested in 99 work units at large Spanish hotels and restaurants. Our results showed that supportive climate protects employees against experiencing emotional exhaustion (main effect) and attenuates the negative effects of emotion rule dissonance on emotio…
Effectiveness and user acceptance of infotainment-lockouts: A driving simulator study
Abstract Lockout is a system-initiated distraction mitigation strategy that renders certain features of in-vehicle information systems (IVISs) non operable while the vehicle is in motion. The aim of this driving simulator study was to examine the influence of lockouts on driving performance and user acceptance. Overall, 52 participants performed six tasks with fully unlocked, partially locked, and completely locked IVIS. Within a repeated-measures design, we assessed user acceptance. As participants were free to decide where to conduct a secondary task, we could only analyse driving performance of 26 drivers. After each driving section, the participants rated the respective system with resp…