ABSTRACT

In our increasingly service-based world, employees are now, more than ever before, required to manage the emotional demands inherent to client interactions. These emotional demands can be fuelled by emotional display rules that are part of an organisational policy. However, what differentiates client interactions from other circumstances is that not only emotional performance standards should be met but also concurrent cognitive performance standards. In some professions, lives may even depend on the interplay between both kinds of performance. This systematic review is the first to offer a systematic synthesis of the surprisingly limited number of studies on this emotion–cognition relationship (N = 18). This synthesis clearly demonstrates that cognitive performance reduces when individuals are instructed to also modify their emotional expressions (expression focused emotion regulation) concurrently. However, although combinations of emotional and cognitive requirements most likely occur during professional events, only two studies used service simulations and none used real client interactions. Other outcomes of the systematic synthesis make it even more astonishing that the cognitive-emotional performance relationship has escaped the notice of the professional field. The most striking outcome is that emotion regulation is not only getting in the way of parallel but also of subsequent cognitive tasks.

摘要

在我们日益以服务为基础的世界中，员工现在比以往任何时候都更需要管理客户互动中固有的情感需求。这些情感需求可以通过作为组织政策一部分的情感展示规则来推动。然而，客户互动与其他情况的区别在于，不仅应满足情感表现标准，而且还应满足同时发生的认知表现标准。在某些职业中，生命甚至可能取决于两种表现之间的相互作用。这篇系统综述首次对数量惊人的关于这种情绪 - 认知关系的研究进行了系统综合（N = 18）。这种综合清楚地表明，当个人被指示同时修改他们的情绪表达（以表达为重点的情绪调节）时，认知表现会降低。然而，尽管情感和认知需求的组合最有可能发生在专业活动中，但只有两项研究使用了服务模拟，而没有一项研究使用了真实的客户互动。系统综合的其他结果更令人惊讶的是，认知-情绪表现关系已经逃过了专业领域的注意。最显着的结果是情绪调节不仅阻碍了并行，而且阻碍了后续的认知任务。