Human performance, particularly that of the warfighter, has been the subject of a large amount of research during the past few decades. For example, in the Medline database of…
Abstract
Human performance, particularly that of the warfighter, has been the subject of a large amount of research during the past few decades. For example, in the Medline database of medical and psychological research, 1,061 papers had been published on the topic of “military performance” as of October 2003. Because warfighters are often pushed to physiological and mental extremes, a study of their performance provides a unique glimpse of the interplay of a wide variety of intrinsic and extrinsic factors on the functioning of the human brain and body. Unfortunately, it has proven very difficult to build performance models that can adequately incorporate the myriad of physiological, medical, social, and cognitive factors that influence behavior in extreme conditions. The chief purpose of this chapter is to provide a neurobiological (neurochemical) framework for building and integrating warfighter performance models in the physiological, medical, social, and cognitive areas. This framework should be relevant to all other professionals who routinely operate in extreme environments. The secondary purpose of this chapter is to recommend various performance metrics that can be linked to specific neurochemical states and can accordingly strengthen and extend the scope of the neurochemical model.
Jaclyn Koopmann, Mo Wang, Yihao Liu and Yifan Song
In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the…
Abstract
In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the four primary conceptualizations of customer mistreatment. Second, we present a multilevel model of customer mistreatment, which distinguishes between the unfolding processes at the individual employee level and the service encounter level. In particular, we consider the antecedents and outcomes unique to each level of analysis as well as mediators and moderators. Finally, we discuss important methodological concerns and recommendations for future research.
Details
Keywords
Anita C. Keller and Chu-Hsiang (Daisy) Chang
Research on coping at work has tended to adopt a between-person perspective, producing inconsistent findings on well-being outcomes. This focus on interindividual differences is…
Abstract
Research on coping at work has tended to adopt a between-person perspective, producing inconsistent findings on well-being outcomes. This focus on interindividual differences is in contrast to many theories that position coping as process, hence, as an intraindividual process that unfolds over time in response to job stressors and appraisals. The authors propose that focusing more on the within-person coping processes and integrating them with learning perspectives has the potential to advance our understanding. More specifically, coping behavior and well-being can be seen as an outcome of current and past learning processes. In this chapter, the authors discuss three mechanisms that explain how coping processes can produce positive versus negative effects on well-being, and how coping can be integrated into a learning framework to explain these pathways. First, the stress process entails encoding and evaluation of the situation and, as a consequence, deployment of suitable coping behavior. Over and above the efforts that have to be invested to understand the stressful situation, the coping behavior itself also requires time and energy resources. Second, coping behavior likely co-occurs with learning processes such as reflection, exploration, and exploitation. These learning processes require further time and cognitive resources. Third, although coping behaviors and their accompanying learning processes have the potential to drain resources at the within-person level, they can also build up interindividual coping resources such as a broader repertoire and coping flexibility. These between-level differences equip employees to deal with future stressors.
Details
Keywords
Tripp Driskell, James E. Driskell and Eduardo Salas
Teams do not operate in a vacuum, but in specific real-world contexts. For many teams, this context includes high-demand, high-stress conditions which can negatively impact team…
Abstract
Teams do not operate in a vacuum, but in specific real-world contexts. For many teams, this context includes high-demand, high-stress conditions which can negatively impact team functioning. In this chapter, we discuss how stress may impact team cohesion and examine stress mitigation strategies to overcome these effects.