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Brief Emotional Vocal Expressions: Proxies for Decision Making in Emergency Calls?
Blekinge Institute of Technology, School of Management.
Blekinge Institute of Technology, School of Management.
2013 (English)Conference paper (Refereed) Published
Abstract [en]

This chapter focuses on whether perceived emotional intensity and help need is possible to discriminate in expressions of fear and neutrality in brief authentic emergency calls. Extraction of acoustic parameters of fear and neutrality was done prior to letting participants listen to a low-pass-filtered stimuli set. Participants discriminated fear and neutrality in both the intensity and help need condition. In turn, judged intensity and judged help need correlated strongly, with partial correlations indicating that participants use acoustically measured intensity (mean dB) as information to infer the intensity/help need relationship. We also discuss the implications of emotional expression in the call centre domain.

Place, publisher, year, edition, pages
Helsinki: Emerald , 2013.
Keyword [en]
Emotion, expression, judgment, vocal
National Category
Psychology
Identifiers
URN: urn:nbn:se:bth-6352DOI: 10.1108/S1746-9791(2013)0000009015ISI: 000338049000012Local ID: oai:bth.se:forskinfoB07F71F674A85BD3C1257E500049540DISBN: 978-1-78190-889-1 (print)OAI: oai:DiVA.org:bth-6352DiVA: diva2:833850
Conference
International Conference on Emotion and Organizational Life, 2012
Note
Book Series: Research on Emotion in OrganizationsAvailable from: 2015-05-25 Created: 2015-05-25 Last updated: 2015-06-30Bibliographically approved

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