"When the medium massages perceptions: Personal (vs. public) displays of information reduce crowding perceptions and outsider mistreatment of frontline staff": Correction.

Reports an error in "When the medium massages perceptions: Personal (vs. public) displays of information reduce crowding perceptions and outsider mistreatment of frontline staff" by Jean-Nicolas Reyt, Dorit Efrat-Treister, Daniel Altman, Chen Shapira, Arie Eisenman and Anat Rafaeli (Journal of Occupational Health Psychology, 2022[Feb], Vol 27[1], 164-178). In the original article, changes were needed to the labels under the images in the Appendix. Personal media were mistakenly labeled as public and vice versa. The four legends, from left to right, top to bottom, should be "Low crowding, public medium," "Low crowding, personal medium," "High crowding, public medium," and "High crowding, personal medium." The results and conclusions are unchanged. The online version of this article has been corrected. (The following abstract of the original article appeared in record 2022-30403-003). 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) 2023 APA, all rights reserved).

When the medium massages perceptions: Personal (vs. public) displays of information reduce crowding perceptions and outsider mistreatment of frontline staff.

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).

A Patient-Centered Information System (myED) for Emergency Care Journeys: Design, Development, and Initial Adoption.

BACKGROUND: Medical care is highly complex in that it addresses patient-centered health goals that require the coordination of multiple care providers. Emergency department (ED) patients currently lack a sense of predictability about ED procedures. This increases frustration and aggression. Herein, we describe a system for providing real-time information to ED patients regarding the procedures in their ED medical journey. OBJECTIVE: This study aimed to develop a system that provides patients with dynamically updated information about the specific procedures and expected waiting times in their personal ED journey, and to report initial evaluations of this system. METHODS: To develop the myED system, we extracted information from hospital databases and translated it using process mining and user interface design into a language that is accessible and comprehensible to patients. We evaluated the system using a mixed methods approach that combined observations, interviews, and online records. RESULTS: Interviews with patients, accompanying family members, and health care providers (HCPs) confirmed patients' needs for information about their personal ED journey. The system developed enables patients to access this information on their personal mobile phones through a responsive website. In the third month after deployment, 492 of 1614 (30.48%) patients used myED. Patients' understanding of their ED journey improved significantly (F8,299=2.519; P=.01), and patients showed positive reactions to the system. We identified future challenges, including achieving quick engagement without delaying medical care. Salient reasons for poor system adoption were patients' medical state and technological illiteracy. HCPs confirmed the potential of myED and identified means that could improve patient experience and staff cooperation. CONCLUSIONS: Our iterative work with ED patients, HCPs, and a multidisciplinary team of developers yielded a system that provides personal information to patients about their ED journey in a secure, effective, and user-friendly way. MyED communicates this information through mobile technology. This improves health care by addressing patients' psychological needs for information and understanding, which are often overlooked. We continue to test and refine the system and expect to find positive effects of myED on patients' ED experience and hospital operations.

The effect of waiting on aggressive tendencies toward emergency department staff: Providing information can help but may also backfire.

INTRODUCTION: Waiting is inevitable for customers of service organizations, yet having to wait can trigger aggression by care receivers toward hospital staff. We explore the effect of waiting times on care receivers' sense of procedural justice and aggressive tendencies, and show the attenuating effects of providing explanatory information. METHODS: Data were collected using survey responses in two studies, both conducted in the waiting area of a large hospital emergency department. Study 1 (n = 328) was a quasi-experiment involving an intervention in which care receivers were provided with information about wait times. Study 1 included three phases: (1) pre-test (week 1, n = 98), in which no information was provided; (2) information condition (weeks 2 & 3, n = 155), in which information was provided through large signs and pamphlets; and (3) post-test (week 4, n = 75), in which no information was provided. Study 2 (n = 99) was conducted a year later and involved the same information provision as the intervention stage of Study 1. RESULTS: The longer the wait duration, the lower care receivers' procedural justice perceptions and the greater their aggressive tendencies. Information provision moderated the association, such that receiving information reduced aggressive tendencies during shorter waits but increased aggressive tendencies during longer waits. We show these effects in two separate data collections, conducted one year apart. CONCLUSION: Competing theories predict that explanatory information should variously reduce and increase aggressive tendencies among people waiting in a queue. Our findings resolve this contradiction by identifying boundaries for the effectiveness of providing information in reducing aggression. We show that providing information is likely to reduce aggression until such point as the wait duration becomes longer than expected based on the information provided.

Correction: How psychology might alleviate violence in queues: Perceived future wait and perceived load moderate violence against service providers.

[This corrects the article DOI: 10.1371/journal.pone.0218184.].

How psychology might alleviate violence in queues: Perceived future wait and perceived load moderate violence against service providers.

INTRODUCTION: Queues are inherent to service encounters, as it is not always possible to provide service to all clients at the exact moment they request service. Queues involve waiting for a service in a specific place that might also be crowded, they obstruct the client's' goal of receiving service, and at times lead clients to mistreat service providers and in extreme cases even attack them violently. We show, in a hospital setting, that perceived predicted future wait and load can buffer the causes of violence towards service staff. METHODS: We combine objective data on crowdedness, reports of violence, and durations of time people waited, with psychological measures of perceived load and perceived future wait, collected from 226 people in the Emergency Department (ED) of a large hospital. Visitors to the ED were recruited as they waited for service. They indicated their perceived load in the ED and their perceived remaining wait for service. This data was then triangulated with objective operational data regarding the actual number of people waiting for service (i.e., crowdedness) and objective data regarding staff calls to security to stop violent accounts. RESULTS: We find that with increased crowdedness, there are more calls to security reporting violence. However, this relationship is moderated by two factors: when people perceive the future wait to be short and when they perceive the load on the system to be high. Moreover, a three-way interaction shows that crowdedness is associated with more incidents of violence, however high perceived load and low perceived future wait are associated with fewer violent incidents. CONCLUSIONS: This paper demonstrates the relationship between crowded queues and violence towards service staff, and suggests two psychological mechanisms for buffering such violence: reducing perceived future wait and elevating perceived load.

Unhappiness Intensifies the Avoidance of Frequent Losses While Happiness Overcomes It.

The implication of spontaneous and induced unhappiness to people's decision style is examined. It is postulated that unhappy individuals have a greater tendency to avoid frequent losses because these can have depleting effects, and unhappy individuals are more sensitive to such effects. This is evaluated in Study 1 by using an annoying customer call manipulation to induce negative affect; and by examining the effect of this manipulation on choices in an experiential decision task (the Iowa Gambling task). In Study 2 we examined the association between self-reported (un)happiness and choices on the same decision task. In Study 1 the induction of negative affect led to avoidance of choice alternatives with frequent losses, compared to those yielding rarer but larger losses. Specifically, this pertained to the advantageous alternatives with frequent vs. non-frequent losses. In Study 2 unhappiness was similarly associated with less exposure to frequent losses; while extreme high happiness was associated with no tendency to avoid frequent losses when these were part of an advantageous alternative. The findings clarify the role of happiness in decision making processes by indicating that unhappiness induces sensitivity to the frequency rather than to the total effect of negative events.

Time clock requirements for hospital physicians.

An agreement negotiated following a doctors' strike in 2011 introduced a requirement that physicians in Israel's public hospitals clock in and out when starting and leaving work. The press reported strong negative reactions to this policy and predicted doctors deserting hospitals en masse. This study examines physicians' reactions toward the clock-in/clock-out policy 6 months after its implementation, and assesses the relationship between these reactions and aspects of their employment context. 676 physicians in 42 hospitals responded to a survey assessing doctor's reactions toward the clock, hospital policy makers, and aspects of their work. Reactions to the clock were generally negative. Sense of calling correlated positively with negative reactions to the clock, and the latter correlated positively with quit intentions. However, overall, respondents reported a high sense of calling and low quit intentions. We suggest that sense of calling buffers and protects physicians from quit intentions. Differences in reactions to the clock were associated with different employment characteristics, but sense of calling did not vary by hospital size or type or by physicians' specialty. The findings offer insights into how physicians' working environment affects their reactions to regulatory interventions, and highlight medical professionalism as buffering reactions to unpopular regulatory policies.

When customers exhibit verbal aggression, employees pay cognitive costs.

In 4 experimental studies, we show that customer verbal aggression impaired the cognitive performance of the targets of this aggression. In Study 1, customers' verbal aggression reduced recall of customers' requests. Study 2 extended these findings by showing that customer verbal aggression impaired recognition memory and working memory among employees of a cellular communication provider. In Study 3, the ability to take another's perspective attenuated the negative effects of customer verbal aggression on participants' cognitive performance. Study 4 linked customer verbal aggression to quality of task performance, showing a particularly negative influence of aggressive requests delivered by high-status customers. Together, these studies suggest that the effects of even minor aggression from customers can strongly affect the immediate cognitive performance of customer service employees and reduce their task performance. The implications for research on aggression and for the practice of customer service are discussed.

Others' anger makes people work harder not smarter: the effect of observing anger and sarcasm on creative and analytic thinking.

The authors examine whether and how observing anger influences thinking processes and problem-solving ability. In 3 studies, the authors show that participants who listened to an angry customer were more successful in solving analytic problems, but less successful in solving creative problems compared with participants who listened to an emotionally neutral customer. In Studies 2 and 3, the authors further show that observing anger communicated through sarcasm enhances complex thinking and solving of creative problems. Prevention orientation is argued to be the latent variable that mediated the effect of observing anger on complex thinking. The present findings help reconcile inconsistent findings in previous research, promote theory about the effects of observing anger and sarcasm, and contribute to understanding the effects of anger in the workplace.

Testing safety commitment in organizations through interpretations of safety artifacts.

PROBLEM: Safety culture relates to injuries and safety incidents in organizations, but is difficult to asses and measure. We describe a preliminary test of assessing an organization's safety culture by examining employee interpretations of organizational safety artifacts (safety signs). METHOD: We collected data in three organizations using a new safety culture assessment tool that we label the Safety Artifact Interpretation (SAI) scale; we then crossed these data with safety climate and leadership evaluations. RESULTS: SAI were interpreted by employees in accordance with two conceptually distinct themes that are salient in the literature on organizational safety culture: safety compliance and commitment to safety. A significant correlation exists between SAI scores and the organizational safety climate. A similar (though insignificant) relationship was observed between SAI scores and leadership ratings. IMPACT ON INDUSTRY: Employee perceptions and interpretations of safety artifacts can facilitate assessments of safety culture and can ultimately lead to understanding of and improvements in the level of organizational safety.

Numbers or apologies? Customer reactions to telephone waiting time fillers.

The authors examined the effect of time perception and sense of progress in telephone queues on caller reactions to 3 telephone waiting time fillers: music, apologies, and information about location in the queue. In Study 1, conducted on 123 real calls, call abandonment was lowest, and call evaluations were most positive with information about location in the queue as the time filler. In Study 2, conducted with 83 participants who experienced a simulated telephone wait experience, sense of progress in the queue rather than perceived waiting time mediated the relationship between telephone waiting time filler and caller reactions. The findings provide insight for the management and design of telephone queues, as well as theoretical insight into critical cognitive processes that underlie telephone waiting, opening up an important new research agenda.