Psychological entitlement and conspiracy beliefs: evidence from the COVID-19 pandemic.

Psychological entitlement describes the dispositional tendency to claim excessive and unearned rewards and resources, and to demand undeserved special treatment. In one experiment, one cross-sectional survey, and one time-separated survey (total n = 721), we show that psychological entitlement is associated with general conspiracy theory endorsement, COVID-19 specific conspiracy theory endorsement, and conspiracy theorizing as an overarching cognitive style. We find those high in entitlement are more likely to report having made discretionary visits to non-essential venues and services (e.g. buffets, spas, casinos) during the pandemic, and that these risky public health behaviors are mediated through beliefs in conspiracy theories. We identify consequences for public health behavior and conclude with a research agenda for better understanding the underlying mechanisms linking entitlement and conspiracy beliefs.

Effects of customer entitlement on service workers' physical and psychological well-being: a study of waitstaff employees.

This exploratory study examines the nature of customer entitlement and its impact on front-line service employees. In an open-ended qualitative inquiry, 56 individuals with waitstaff experience described the types of behaviors entitled customers engage in and the kinds of service-related "perks" these individuals feel deserving of. Participants explained how they responded to entitled customers, how and when managers became involved, and how their dealings with these patrons influenced their subjective physical and psychological well-being. We found that the behaviors of entitled customers negatively impacted waitstaff employees. Participants reported physiological arousal, negative affect, burnout, and feelings of dehumanization as a result of dealing with these patrons. While respondents drew on a variety of strategies to manage their encounters with entitled customers, they indicated workplace support was often informal and described feeling abandoned by management in dealing with this workplace stressor. Approaching customer entitlement as a form of microaggression, we offer recommendations for practice and suggest new directions for future research.

Must "service with a smile" be stressful? The moderating role of personal control for American and French employees.

Suppressing and faking emotional expressions depletes personal resources and predicts job strain for customer-contact employees. The authors argue that personal control over behavior, in the job and within the national culture, provides compensatory resources that reduce this strain. With a survey study of 196 employees from the United States and France, the authors supported that high job autonomy buffered the relationship of emotion regulation with emotional exhaustion and, to a lesser extent, job dissatisfaction. The relationship of emotion regulation with job dissatisfaction also depended on the emotional culture; the relationship was weaker for French customer-contact employees who were proposed to have more personal control over expressions than U.S. employees. Theoretical and research implications for the emotion regulation literature and practical suggestions for minimizing job strain are proposed.