Negativity decontaminating: Communication media affordances for emotion regulation strategies
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...
Paper Details
Title
Negativity decontaminating: Communication media affordances for emotion regulation strategies
Published Date
Jun 1, 2020
Journal
Volume
30
Issue
2
Pages
100299 - 100299
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