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Tschan, Franziska

Nom
Tschan, Franziska
Affiliation principale
Fonction
Professeure ordinaire
Email
franziska.tschan@unine.ch
Identifiants
https://libra.unine.ch/handle/123456789/497

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  • Publication
    Métadonnées seulement
    It's not only clients: Studying emotion work with clients and co-workers with an event-sampling approach
    (2005)
    Tschan, Franziska 
    ;
    Rochat, Sylvie
    ;
    Zapf, Dieter
    A group of 78 young employees in service and non-service professions reported 848 task related interactions at work over I week using a variant of the Rochester Interaction Record which measured emotion work requirements, emotional dissonance, and deviance. Multi-level analyses showed that dissonance was more likely in interactions with customers, whereas deviance, that is, the violation of display rules by acting out one's felt emotion, was more likely in co-worker interactions. Well-being in the interaction was lower (a) for interactions with emotion work requirements, (b) for dissonance, even after controlling for felt negative emotions, and (c) for deviance. Negative emotion displayed partially mediated the relationship between deviance and well-being. Regarding the relationship of more stable job related attitudes, psychosomatic complaints, and aggregated scores of social interactions, fewer effects were found than in questionnaire studies, which may be due to the fact that only interactions that lasted at least 10 minutes were assessed, as is customary in research with this instrument. Among the effects found, however, many involved proportions rather than frequency of interactions, which raises the possibility of balancing and legitimizing effects of non-stressful interactions.
  • Publication
    Métadonnées seulement
    Work related and "private" social interactions at work
    (2004)
    Tschan, Franziska 
    ;
    Semmer, Norbert
    ;
    Inversin, Laurent
    Fifty-four young professionals in their first job after apprenticeship described their task-related and private interactions at work during five days, using a variant of the Rochester Interaction Records self-observation method (Reis and Wheeler, 1991). Results showed that more task-related interactions were reported than private interactions at work. The latter are described as more personally meaningful and more often initiated by the person or mutually initiated than task-related interactions. The number and duration of task-related interactions depended on the profession and the working conditions. The individual's own activity level during task-related interactions was predicted by social skills, measured 6 months before the diary study. Frequency of private interactions at work depended on familiarity level with colleagues. After controlling for role ambiguity and social stressors, more interactions and higher satisfaction with interactions at work predicted affective commitment, and more interactions at work also predicted job satisfaction. The study highlights the importance of conducting micro-analyses of social interactions at work.