Biomedical subjects

Deborah E Rupp

Publications and source records attributed to Deborah E Rupp.

4 recordsLinked to original sources

PubMed2006

When customers lash out: the effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions.

Using affective events theory to integrate multifoci justice and emotional labor (EL), this lab study examined the effects of customer interactional justice on EL perceived by both the self and others. Participants played the role of customer-service representatives in a workplace simulation and were exposed to either interactionally fair or unfair customers. Results showed that unfairly treated participants engaged in higher levels of EL and found it more difficult to comply with display rules than did participants who were fairly treated. The above link was partially mediated by anger. Our findings suggest that customers are a viable source of justice, and customer behavior impacts the effort required of service workers to adhere to organizationally sanctioned emotional display rules.

Adult↗

PubMed2005

The impact of justice climate and justice orientation on work outcomes: a cross-level multifoci framework.

In this article, which takes a person-situation approach, the authors propose and test a cross-level multifoci model of workplace justice. They crossed 3 types of justice (procedural, informational, and interpersonal) with 2 foci (organization and supervisor) and aggregated to the group level to create 6 distinct justice climate variables. They then tested for the effects of these variables on either organization-directed or supervisor-directed commitment, satisfaction, and citizenship behavior. The authors also tested justice orientation as a moderator of these relationships. The results, based on 231 employees constituting 44 work groups representing multiple organizations and occupations, revealed that 4 forms of justice climate (organization-focused procedural and informational justice climate and supervisor-focused procedural and interpersonal justice climate) were significantly related to various work outcomes after controlling for corresponding individual-level justice perceptions. In addition, some moderation effects were found. Implications for organizations and future research are discussed.

Adult↗

PubMed2005

The multidimensional nature of ageism: construct validity and group differences.

The authors investigated the factor structure and construct validity of the Fraboni Scale of Ageism and the age and gender differences in ageism scores. Confirmatory factor analyses supported the multidimensional nature of FSA scores and generally corroborated the initial factor structure reported by M. Fraboni, with some notable exceptions. Essentially, the present findings were aligned with theoretical models of ageism that emphasize both cognitive facets and affective facets. That is, on the basis of their factor analytic findings, the authors redefined Fraboni's original factors of Antilocution, Avoidance, and Discrimination as Stereotypes, Separation, and Affective Attitudes, respectively, because of the clustering of items within factors. The revised 3-factor structure accounted for 36.4% of the variance in FSA scores. FSA factor scores significantly related to other scores from other measures of age-related attitudes, with higher correlations among factors that were similar in terms of their cognitive nature versus their affective nature. Finally, younger individuals and men had significantly higher ageism scores on the FSA than older individuals and women. The authors discussed the importance of adequately assessing ageism, with particular emphasis devoted to the understanding of age bias.

Adolescent↗

PubMed2003

The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors.

The authors investigated the negative consequences of emotional exhaustion for individual employees and their employers. On the basis of social exchange theory, the authors proposed that emotional exhaustion would predict job performance, 2 classes of organizational citizenship behavior, and turnover intentions. In addition, the authors posited that the relationship between emotional exhaustion and effective work behaviors would be mediated by organizational commitment. With only a few exceptions, the results of 2 field studies supported the authors' expectations. In addition, emotional exhaustion exerted an independent effect on these criterion variables beyond the impact of age, gender, and ethnicity.

Adult↗