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Wednesday, January 29, 2020, 12:00 p.m. to 1:00 p.m.

Emotional Nature of Toxic Service Encounters: How Service Agents Cope with Negative Emotions

The Telfer School of Management is pleased to invite you for a New Faculty Seminar presented by Assistant Professor Ahmed Khalil Ben Ayed on Wednesday, January 29, 2020, from 12:00 p.m. to 1:00 p.m.

The effects of toxic service encounters on service agent emotions and role maintenance were investigated. Results indicated that appraisal of perceived threat gave rise to anger and to negative self-conscious emotions (i.e. shame and embarrassment). In turn, these states induced service agents to engage in maladaptive or inefficient protective coping which subsequently had a negative impact on role maintenance. More specifically, inefficient coping (i.e., venting of emotions and escape-avoidance) were found to mediate the relationship between negative emotions and role maintenance whereas efficient coping (i.e. inhibition of action) did not. Finally, an alternative non-recursive structural equation model (SEM) was specified and tested. The bidirectional component of this model attempted to capture emotion regulation efforts on the part of service agents. Results revealed that coping efforts induced by shame, embarrassment, and anger were generally ineffective in toxic service encounters.

About the Speaker:

Learn more about Assistant Professor Ben Ayed's research expertise.

New Faculty Seminar Series

Launched by the Telfer School of Management in 2017, this seminar series is an excellent opportunity for the Ottawa community to find out how our new thought leaders are addressing challenges faced by businesses and public organizations.

Wednesday, January 29, 2020
12:00 p.m. to 1:00 p.m.
Telfer School of Management
Desmarais Building
DMS 7170
55 Laurier Avenue East
Ottawa, Ontario K1N 6N5
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