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*Customerservicequalitywasratedsoconsistentlyhigh(bycustomers)thattherewasnovarianceand

itwaswithdrawnfromtheanalyses.Sothisendedupbeingatestofself-ratedcustomerservicequality

andmood.

Miner,A.G.&Glomb,T.M.(2009).Statemood,taskperformance,andbehavioratwork:Awithin-

personsapproach.OrganizationalBehaviorandHumanDecisionProcesses,112,43-57.

Contributions:

Looksattheintra-individual(orwithin-person)relationshipsbetweenmoodandthreeoutcomevariables:

o Taskperformance,o OCB,ando Workwithdrawal.

Examinetheinterplaybetweenmoodandspeed/qualityofperformanceinanepisodicway.o Previousresearchlinkingmoodandperformancemayhavebeenthevictimoftimelag;

moodsareshort-termandfleetingwhileperformanceisevaluatedoverlongerperiods.

Inadditiontothemaineffectsmentionedpreviously,alsoinvestigated:o Individualdifferences,o Meta-mooddimensions,ando Moderators.

Keyterminology:

Meta-moodrelativelystableindividualdifferencesinpeoplestendencytoattendtotheirmoodsandemotions,discriminateclearlyamongthem,andregulatethem.(Saloveyetal.,

1995,p.128)Therearethreeprimarymeta-mooddimensions:

o Attentionreflectstheamountofattentionindividualsallottotheirmoodandtheirperceptionsoftheimportanceofattendingtoandmonitoringmood.

o Clarityreflectshowclearlyindividualsexperiencetheirmoodsandtheirabilitytodifferentiateamongmoods.

o Repairreflectsanindividualsattemptstoregulateorrepairtheirmoodstoengenderamorefavorablemoodstate.

Hypotheses(Supported.NotSupported.):H1a:Averagecalltimewillbeshorterwhenmoodispleasantthanwhenmoodisunpleasant(after

controllingforservicequality.

H1b:Customerservicequality(asratedbycustomersandself-ratings)willbehigherwhenmoodis

pleasantthanwhenmoodisunpleasant(aftercontrollingforcalltime).*

H2:PleasantmoodwillbepositivelyassociatedwithvoluntaryOCBs.

H3:Pleasantmoodwillbepositivelyassociatedwithworkwithdrawal.

H4a:Individualshigheronmeta-moodclarityandattentionwillshowastrongerrelationshipbetween

pleasantnessofmoodandaveragecalltimethanthoseloweronclarityandattention.

Partialsupport.Attentionmoderatedtherelationship,butclaritydidnot.H4b:Individualshigheronmeta-moodclarityandattentionwillshowastrongerrelationshipbetween

pleasantnessofmoodandcustomerservicequalitythanthoseloweronclarityandattention.

H5:Individualshigheronmeta-moodclarityandattentionwillshowastrongerrelationshipbetween

moodandOCBthanthoseloweronclarityandattention.

H6a:Individualshigheronmeta-moodrepairwillshowastrongerrelationshipbetweenwork

withdrawalandpleasantnessofmoodthanthoseloweronrepair.

H6b:Individualshigheronmeta-moodrepairwillshowaweakerrelationshipbetweenworkwithdrawal

andpleasantnessofmoodthanthoseloweronrepair.

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*Customerservicequalitywasratedsoconsistentlyhigh(bycustomers)thattherewasnovarianceand

itwaswithdrawnfromtheanalyses.Sothisendedupbeingatestofself-ratedcustomerservicequality

andmood.

Method:

108employeesfromaninboundcallcenterforaFortune500companyfilledoutonemorningand4or5

otherrandomlyscheduledsurveys,perday,forthreeweeks.Calllengthwasrecordedautomaticallyby

theorganization,andthecustomerratedqualityofservicewasobtainedthroughfollow-upcallswith

thecustomers.

Discussion:

Aspredictedbytheinformationprocessingmodelandtheirhypotheses,whenmoodwasmore

pleasant,callcenteremployeeswerelikelytobeonthephonewithcustomersforashorterperiodof

timebysolvingtheirproblemsmorequickly.Intermsoftime,roughlyonestandarddeviationincrease

inmoodresultedina40sec.reductionincalltime.Thisisroughly5%ofthelengthofacall,which

meansthisfindingcouldhavesubstantialfinancialimplicationsassociatedwithit.

Therelationshipbetweenmomentarymoodandcalltimewasmoderatedbythedegreeto

whichparticipantsattendedtotheirmoods.Participantswhoattendedtotheirmoodsmoreshoweda

strongerrelationshipbetweenmoodandcalltime.However,meta-moodwasnotamoderator

betweenmoodandself-ratedservicequality.Theauthorssuggestthatthesemixedfindingshighlighttheimpactindividualdifferencescanhaveonthemood-performancerelationship.

Whilethelackofrelationshipbetweencustomerserviceratingsandmoodwerecontraryto

Miner&Glombshypothesis,theyarguethattheimplicationsofthisarethatmoodisnotactuallya

sourceofbiasincustomerserviceratings.

AlthoughpreviousresearchhassuggestedanassociationwithpositivemoodandOCB,this

studydidnotfindthesamerelationship.Thoughtherewasatrendtowardpositivemoodrelatingto

voluntaryOCB,andnegativemoodrelatingtoinvoluntaryOCB.Apossiblereasonisthattheirmeasure

ofOCBswasmuchnarrowerthanmoreoftenusedmeasuresofOCBs,andwascreatedforthis

particularstudy.

Additionally,thecurrentstudyshowedthatpositivemoodwasrelatedtoworkwithdrawal.The

authorssuggestthatworkwithdrawalservesasatypeofunpleasantmoodstatereliefvalve,which

meansthattakingbreakscanimproveonesmood;however,thisrelationshipwasnotnecessarilytrue

forthosewhocontrolledtheirmoodcognitively(meta-moodrepair).Insteadtheymaybeabletothink

ofhappythoughtstorepairtheirmood,insteadofneedingtowithdrawinordertofeelbetter.This

canalsobetakentomeanthatthosewhocannotcognitivelyrepairmoodmayenactinmore

counterproductiveworkbehaviorsinordertoregulatenegativemoods.

Finally,theauthorsperformedseveralanalysestodetermineifmoodcausesperformance,if

performancecausesmood,oriftheyarereciprocallyrelated.Theresultsofthiswerelargely

inconclusive.Next,theauthorsexaminedthecausalrelationshipofmoodandOCBsaswellasmood

andwithdrawal.Noeffectswerefoundforanycausalrelationship.Therefore,theauthorsarguethat,

basedonthepreviousliterature,itislikelythatalloftheserelationshipsarereciprocallyrelated.