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Negativity decontaminating: Communication media affordances for emotion regulation strategies
Information and Organization ( IF 5.387 ) Pub Date : 2020-05-28 , DOI: 10.1016/j.infoandorg.2020.100299
Nan (Tina) Wang , Traci A. Carte , Ryan S. Bisel

A challenging part of many occupations is dealing with negative emotions from customers, coworkers and other communication partners on a daily basis. This paper describes a case-based, inductive study of information technology (IT) help-desk workers within a Fortune 500 energy company and the communication media and emotion regulation strategies (ERSs) they employ for dealing with negative emotions from communication partners. Using the technology affordance perspective as the theoretical lens to understand the role of communication media, the present study is the first of its kind to document empirically how employees and management can leverage communication media to ease the strain of emotion regulation upon members and the IT help-desk group—an original concept we label negativity decontaminating. Here, individuals' technologically enabled ERSs are metaphorically likened to the techniques used by medical workers to avoid contamination from viruses. This negativity decontaminating potential includes several media affordances existing at two levels: a group level affordance (negativity filtering) and individual level affordances (negativity isolating, negativity barriering, and negativity containing). Moreover, the tech-organizational contexts at the case organization gave rise to a set of conditions that affected the exercising and actualization of media's negativity decontaminating potential.



中文翻译:

消极污染:情绪调节策略的沟通媒体能力

许多职业中具有挑战性的部分是每天处理来自客户,同事和其他沟通伙伴的负面情绪。本文介绍了一项基于案例的归纳研究,研究了一家财富500强能源公司中的信息技术(IT)服务台工作人员,以及他们用于处理来自通信合作伙伴的负面情绪的通信媒体和情绪调节策略(ERS)。本研究使用技术能力视角作为理论视角来理解沟通媒体的作用,这是同类研究中的第一项,它以实证方式记录了员工和管理层如何利用沟通媒体来缓解对成员的情绪调节和IT帮助的压力。桌面小组—我们将消极性标记为去污的原始概念。在这里,个体的技术支持的ERS被比喻为医务人员用来避免病毒污染的技术。这种消极去污潜力包括若干介质启示存在于两个级别:一组电平启示(阴性筛选)和个人层面启示(阴性分离消极阻挡性并含有消极)。此外,案件组织的技术组织环境产生了一系列条件,这些条件影响了媒体消极消极潜力的行使实现

更新日期:2020-05-28
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