- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS, ESCI
ISSN : 1738-3110
The Effect of Supervisor-Focused Impression Management Behavior of the Cabin Crew on Perceived Customer Empathy
HWANG, Hee-Joong
Abstract
Purpose: This study was done to analyze the effect of supervisor-focused impression management behavior of the airline cabin crew on perceived customer empathy. It focused on verifying dual meanings of the crew's emotional expression divided into surface acting and deep acting. Research design, data and methodology: The survey was conducted on cabin crews of two major Korean airlines. The reliability and validity of each variable used in the questionnaire were verified. Then, each hypothesis was analyzed through multiple regression analysis. Results: Firstly, the crew's supervisor-focused impression management behavior had a significant effect only on surface acting of the crew's emotional labor behavior. Among the crew's supervisor-focused IM behaviors, verbal IM behavior had a greater influence on surface acting than non-verbal IM behavior. Secondly, there was no relationship between the crew's supervisor-focused IM behavior and the crew's deep acting. Thirdly, the crew's emotional labor behavior (surface acting & deep acting) had a significant effect on perceived customer empathy. Fourth, the crew's deep acting had a greater influence on perceived customer empathy than surface acting. Conclusions: Cabin crews receive double evaluation from their immediate supervisors and customers. As a result, it was confirmed that the crew's supervisor-focused IM behavior, the crew's emotional labor behavior, and perceived customer empathy were connected process.
- keywords
- Impression Management Behavior, Surface Acting, Deep Acting, Customer Empathy
Reference
Aggarwal, P., Castleberry, S. B., Ridnour, R., & Shepherd, C. D. (2005). Salesperson empathy and listening: impact on relationship outcomes. Journal of Marketing Theory and Practice, 13(3), 16-31.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of management review, 18(1), 88-115.
Barrett-Lennard, G. T. (1981). The empathy cycle: Refinement of a nuclear concept. Journal of counseling psychology, 28(2), 91-100.
Bienstock, C. C., DeMoranville, C. W., & Smith, R. K. (2003). Organizational citizenship behavior and service quality. Journal of Services Marketing, 17(4), 357-378.
Bolino, M. C., Kacmar, K. M., Turnley, W. H., & Gilstrap, J. B. (2008). A multi-level review of impression management motives and behaviors. Journal of Management, 34(6), 1080-1109.
Bolino, M. C., Varela, J. A., Bande, B., & Turnley, W. H. (2006). The impact of impression‐management tactics on supervisor ratings of organizational citizenship behavior. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 27(3), 281-297.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of vocational behavior, 60(1), 17-39.
Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of occupational health psychology, 7(1), 57-67.
Bylund, C. L., & Makoul, G. (2005). Examining empathy in medical encounters: an observational study using the empathic communication coding system. Health communication, 18(2), 123-140.
Chi, N. W., Grandey, A. A., Diamond, J. A., & Krimmel, K. R. (2011). Want a tip? Service performance as a function of emotion regulation and extraversion. Journal of Applied Psychology, 96(6), 1337-1346.
Clark, C. M., Murfett, U. M., Rogers, P. S., & Ang, S. (2013). Is empathy effective for customer service? Evidence from call center interactions. Journal of Business and Technical Communication, 27(2), 123-153.
Davis, M. H., Conklin, L., Smith, A., & Luce, C. (1996). Effect of perspective taking on the cognitive representation of persons:A merging of self and other. Journal of personality and social psychology, 70(4), 713-726.
De Waal, F. B. (2008). Putting the altruism back into altruism: the evolution of empathy. Annu. Rev. Psychol., 59, 279-300.
Decety, J., & Jackson, P. L. (2006). A social-neuroscience perspective on empathy. Current directions in psychological science, 15(2), 54-58.
Deluga, R. J., & Perry, J. T. (1991). The relationship of subordinate upward influencing behaviour, satisfaction and perceived superior effectiveness with leader-member exchanges. Journal of occupational psychology, 64(3), 239-252.
Duan, C., & Hill, C. E. (1996). The current state of empathy research. Journal of counseling psychology, 43(3), 261.
Eisenberg, N. (2000). Emotion, regulation, and moral development. Annual review of psychology, 51(1), 665-697.
Eisenberg, N., & Miller, P. A. (1987). The relation of empathy to prosocial and related behaviors. Psychological bulletin, 101(1), 91-119.
Elsbach, K. D., Sutton, R. I., & Principe, K. E. (1998). Averting expected challenges through anticipatory impression management: A study of hospital billing. Organization Science, 9(1), 68-86.
Erdogan, I. (2011). Development of a scale to measure impression management in job interviews. World Journal of Social Science, 1(5), 82-97.
Ferris, G. R., Adams, G., Kolodinsky, R. W., Hochwarter, W. A., & Ammeter, A. P. (2002). Perceptions of organizational politics: Theory and research directions.
Gardner, W. L., & Martinko, M. J. (1988). Impression management in organizations. Journal of management, 14(2), 321-338.
Giacobbe, R. W., Jackson Jr, D. W., Crosby, L. A., & Bridges, C. M. (2006). A contingency approach to adaptive selling behavior and sales performance: Selling situations and salesperson characteristics. Journal of Personal Selling &Sales Management, 26(2), 115-142.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95-110.
Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of management Journal, 46(1), 86-96.
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52(5), 958-974.
Higgins, C. A., Judge, T. A., & Ferris, G. R. (2003). Influence tactics and work outcomes: A meta‐analysis. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 24(1), 89-106.
Higgins, R. L., & Berglas, S. (1990). The maintenance and treatment of self-handicapping. In Self-Handicapping (pp. 187-238). Springer, Boston, MA.
Hochschild, A. R. (1983). The managed heart. Berkeley.
Homburg, C., Wieseke, J., & Bornemann, T. (2009). Implementing the marketing concept at the employee-customer interface: the role of customer need knowledge. Journal of marketing, 73(4), 64-81.
Howard, J. L., & Ferris, G. R. (1996). The employment interview context: Social and situational influences on interviewer decisions 1. Journal of applied social psychology, 26(2), 112-136.
Jones, E. E., & Pittman, T. S. (1982). Toward a general theory of strategic self-presentation. Psychological perspectives on the self, 1(1), 231-262.
Kacmar, K. M., Delery, J. E., & Ferris, G. R. (1992). Differential Effectiveness of Applicant Impression Management Tactics on Employment Interview Decisions 1. Journal of Applied Social Psychology, 22(16), 1250-1272.
Kerem, E., Fishman, N., & Josselson, R. (2001). The experience of empathy in everyday relationships: Cognitive and affective elements. Journal of Social and Personal Relationships, 18(5), 709-729.
Ketrow, S. M. (1991). Nonverbal communication and client satisfaction in computer-assisted transactions. Management Communication Quarterly, 5(2), 192-219.
Kim, S. H. (2006). The Effect of Cognitive and Emotional Empathy on Emotional Dissonance and Prosocial Behavior to Customer. Korean Journal of Marketing, 21(2), 115-147.
Kim, S. H. (2009). Is Salespersons' Service Faked or Authentic?:The Effects of Authenticity Perceived by Customers about Salespersons' Emotional Labor on Service Quality Evaluation. Korean Journal of Marketing, 24(3), 1-33.
Kristof-Brown, A., Barrick, M. R., & Franke, M. (2002). Applicant impression management: Dispositional influences and consequences for recruiter perceptions of fit and similarity. Journal of Management, 28(1), 27-46.
Leary, M. R., & Kowalski, R. M. (1990). Impression management:A literature review and two-component model. Psychological bulletin, 107(1), 34-47.
Leary, M. R., Tambor, E. S., Terdal, S. K., & Downs, D. L. (1995). Self-esteem as an interpersonal monitor: The sociometer hypothesis. Journal of personality and social psychology, 68(3), 518-530.
Liden, R. C., & Mitchell, T. R. (1988). Ingratiatory behaviors in organizational settings. Academy of management review, 13(4), 572-587.
Mehrabian, A., & Epstein, N. (1972). A measure of emotional empathy. Journal of personality, 40(4), 525–543.
Moore, B. S. (1990). The origins and development of empathy. Motivation and Emotion.
Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of management review, 21(4), 986-1010.
Peeters, H., & Lievens, F. (2006). Verbal and nonverbal impression management tactics in behavior description and situational interviews. International Journal of Selection and Assessment, 14(3), 206-222.
Plank, R. E., Minton, A. P., & Reid, D. A. (1996). A short measure of perceived empathy. Psychological reports, 79(3_suppl), 1219-1226.
Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of management journal, 44(5), 1018-1027.
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of management review, 12(1), 23-37.
Ravasi, D., & Schultz, M. (2006). Responding to organizational identity threats: Exploring the role of organizational culture. Academy of management journal, 49(3), 433-458.
Redmond, M. V. (1989). The functions of empathy (decentering)in human relations. Human relations, 42(7), 593-605.
Rogers, C. R. (1959). A theory of therapy, personality, and interpersonal relationships: As developed in the client-centered framework (Vol. 3, pp. 184-256). New York: McGraw-Hill.
Rosenfeld, P., Giacalone, R. A., & Riordan, C. A. (1995). Impression management in organizations: Theory, measurement, practice. Van Nostrand Reinhold.
Schlenker, B. R., & Weigold, M. F. (1992). Interpersonal processes involving impression regulation and management. Annual review of psychology, 43(1), 133-168.
Schlenker, B. R., Forsyth, D. R., Leary, M. R., & Miller, R. S. (1980). Self-presentational analysis of the effects of incentives on attitude change following counter attitudinal behavior. Journal of Personality and Social Psychology, 39(4), 553-577.
Shih, M. J., Stotzer, R., & Gutiérrez, A. S. (2013). Perspective taking and empathy: Generalizing the reduction of group bias towards Asian Americans to general outgroups. Asian American Journal of Psychology, 4(2), 79-83.
Singer, T., & Lamm, C. (2009). The social neuroscience of empathy. Annals of the New York Academy of Sciences, 1156(1), 81-96.
Smith, A. (2009). The empathy imbalance hypothesis of autism: a theoretical approach to cognitive and emotional empathy in autistic development. The Psychological record, 59(3), 489-510.
Stevens, C. K., & Kristof, A. L. (1995). Making the right impression: A field study of applicant impression management during job interviews. Journal of applied psychology, 80(5), 587-606.
Tedeschi J. T., & Melburg V. (1984). Impression management and influence in the organization. Research in the Sociology of Organizations
Wayne, S. J., & Ferris, G. R. (1990). Influence tactics, affect, and exchange quality in supervisor-subordinate interactions: A laboratory experiment and field study. Journal of applied psychology, 75(5), 487-499.
Wayne, S. J., & Kacmar, K. M. (1991). The effects of impression management on the performance appraisal process. Organizational behavior and human decision processes, 48(1), 70-88.
Weiss, B., & Feldman, R. S. (2006). Looking good and lying to do it: Deception as an impression management strategy in job interviews. Journal of Applied Social Psychology, 36(4), 1070-1086.
Wieseke, J., Geigenmüller, A., & Kraus, F. (2012). On the role of empathy in customer-employee interactions. Journal of service research, 15(3), 316-331.
- Downloaded
- Viewed
- 0KCI Citations
- 0WOS Citations