When the medium massages perceptions: Personal (vs. public) displays of information reduce crowding perceptions and outsider mistreatment of frontline staff.
J Occup Health Psychol
; 27(1): 164-178, 2022 Feb.
Article
em En
| MEDLINE
| ID: mdl-35143247
ABSTRACT
Crowded waiting areas are volatile environments, where seemingly ordinary people often get frustrated and mistreat frontline staff. Given that crowding is an exogenous factor in many industries (e.g., retail, healthcare), we suggest an intervention that can "massage" outsiders' perceptions of crowding and reduce the mistreatment of frontline staff. We theorize that providing information for outsiders to read while they wait on a personal medium (e.g., a leaflet, a smartphone) reduces their crowding perceptions and mistreatment of frontline staff, compared to providing the same information on a public medium (e.g., poster, wall sign). We report two studies that confirm our theory A field experiment in Emergency Departments (n = 939) and an online experiment simulating a coffee shop (n = 246). Theoretical and managerial implications are discussed. (PsycInfo Database Record (c) 2022 APA, all rights reserved).
Texto completo:
1
Base de dados:
MEDLINE
Assunto principal:
Aglomeração
/
Serviço Hospitalar de Emergência
Limite:
Humans
Idioma:
En
Revista:
J Occup Health Psychol
Assunto da revista:
MEDICINA OCUPACIONAL
/
PSICOLOGIA
Ano de publicação:
2022
Tipo de documento:
Article