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How does a caller's anger, fear and sadness affect operators' decisions in emergency calls?
Blekinge Institute of Technology, Faculty of Engineering, Department of Industrial Economics.
Luleå tekniska Universitet, SWE.
2018 (English)In: International Review of Social Psychology, ISSN 2397-8570, Vol. 31, no 1, article id 89Article 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. © 2018 Ubiquity Press Ltd. All rights reserved.

Place, publisher, year, edition, pages
Ubiquity Press Ltd , 2018. Vol. 31, no 1, article id 89
Keywords [en]
Decision making, Emergency helping, Emotions, Judgment, Nonverbal
National Category
Social Psychology
Identifiers
URN: urn:nbn:se:bth-16225DOI: 10.5334/irsp.89ISI: 000435754400002Scopus ID: 2-s2.0-85046767326OAI: oai:DiVA.org:bth-16225DiVA, id: diva2:1209792
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Open Access

Available from: 2018-05-24 Created: 2018-05-24 Last updated: 2018-07-05Bibliographically approved

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Svensson, Martin

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
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  • de-DE
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