Negativity decontaminating: Communication media affordances for emotion regulation strategies

IF 5.7 2区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE Information and Organization Pub Date : 2020-06-01 DOI:10.1016/j.infoandorg.2020.100299

Nan (Tina) Wang , Traci A. Carte , Ryan S. Bisel

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引用次数: 5

Abstract

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.

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消极性净化:传播媒介对情绪调节策略的启示

对许多职业来说，每天处理来自客户、同事和其他沟通伙伴的负面情绪都是一个挑战。本文以一家财富500强能源公司的信息技术(IT)服务台员工为研究对象，对他们在处理来自沟通伙伴的负面情绪时使用的沟通媒介和情绪调节策略进行了案例归纳研究。本研究采用技术支持视角作为理论视角来理解传播媒体的作用，首次实证地记录了员工和管理层如何利用传播媒体来缓解成员和IT服务台团队的情绪调节压力——我们将其称为消弭负面的原始概念。在这里，个人的技术支持的ERSs被比喻为医务工作者使用的避免病毒污染的技术。这种消极性净化潜能包括存在于两个层面的几种媒介启示:群体层面的启示(消极性过滤)和个人层面的启示(消极性隔离、消极性阻碍和消极性包容)。此外，案例组织的技术组织背景产生了一系列影响媒体消极性净化潜力的行使和实现的条件。

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来源期刊

Information and Organization Multiple-

CiteScore

11.20

自引率

1.60%

发文量

期刊介绍： Advances in information and communication technologies are associated with a wide and increasing range of social consequences, which are experienced by individuals, work groups, organizations, interorganizational networks, and societies at large. Information technologies are implicated in all industries and in public as well as private enterprises. Understanding the relationships between information technologies and social organization is an increasingly important and urgent social and scholarly concern in many disciplinary fields.Information and Organization seeks to publish original scholarly articles on the relationships between information technologies and social organization. It seeks a scholarly understanding that is based on empirical research and relevant theory.

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