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How does a caller's anger, fear and sadness affect operators' decisions in emergency calls?
Department of Industrial Economy and Management, Blekinge Institute of Technology.ORCID iD: -
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.ORCID iD: 0000-0002-9707-7068
2018 (English)In: International Review of Social Psychology, ISSN 0992-986X, Vol. 31, no 1, article id 7Article in journal (Refereed) Published
Abstract [en]

We studied how emergency operators’ interpretation of callers’ anger, fear, and sadness influenced emergency assessments in 146 authentic emergency calls. All emergency calls need to be decided on quickly and operators discriminated emotional expressions, by separating fear from other emotions across help need levels. Using path analysis and structural equation modeling, caller’s fear, as opposed to expressions of anger and sadness, showed both direct and indirect effects on the intention to provide help. Based on the findings, emergency operators are argued to actively incorporate callers’ expressions into emergency decisions, rather than peripherally processing emotional expression. Such findings allow for a discussion on the interpersonal effects of emotional expressions and, more practically, how fast help will be able to arrive to the location of the emergency.

Place, publisher, year, edition, pages
Frankrike: Ubiquity Press, 2018. Vol. 31, no 1, article id 7
Keywords [en]
Decision making, emotions. anger, fear, sadness
National Category
Business Administration
Research subject
Accounting and Control
Identifiers
URN: urn:nbn:se:ltu:diva-67039DOI: 10.5334/irsp.89ISI: 000435754400002Scopus ID: 2-s2.0-85046767326OAI: oai:DiVA.org:ltu-67039DiVA, id: diva2:1167017
Note

Validerad;2018;Nivå 2;2018-02-19 (rokbeg)

Available from: 2017-12-17 Created: 2017-12-17 Last updated: 2018-08-31Bibliographically approved

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Publisher's full textScopushttps://doi.org/10.5334/irsp.89

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Pesämaa, Ossi

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
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Language
  • de-DE
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  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
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  • asciidoc
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