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Do people prefer emotionally expressive or non-expressive service providers?

Research Briefing

Keywords: work psychology, emotion, emotional expression, perceptions, perceptions of emotion, emotional Labour In many organisations and industries ranging from service organisations like the police through to businesses like hotels and call centres, the actions of the public facing employee can have a dramatic impact on the customer’s relationship with that organisation. One important element is that […]

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The role of ‘bodily resonance’ in creating implicit bias

Research Briefing

Keywords: work psychology, behaviour, bias, cognitive bias, implicit bias, biases, bodily resonance, self-image One of the more common questions people have about biases, particularly biases towards or against other people, is wheresuch biases come from or how do they start? Our beliefs about other people and the cultural and social groups to which they belong are […]

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How obedience and loyalty led to the downfall of Toshiba

obedience and loyalty

Obedience and loyalty could be your organisations downfall…   Toshiba was at one time one of the giants of Japan’s economy, with net sales of USD $63 billion and over 200,000 employees worldwide. However things were not as they appeared. In 2015 it was discovered that there was USD 4.1 billion of inflated profits over […]

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