Two decades of research have identified a robust effect: Members of decision-making groups mention and repeat shared information that all members know more so than unshared information that a single member knows. This chapter explores the idea that processes related to member status both affect...

Recent research on service interactions indicates that negative displays of emotion by service providers play an important role in customer perceptions of the quality of the service. In this study, we examined the relations between attributions of responsibility for problems and the displays of...

The characteristics of individual members and how the members are assembled in a group are critical foundations for various group processes and outcomes and often determine important staffing and hiring decisions in organizations. This chapter offers an overview of the history of group...

Purpose: Organizations and their actors are increasingly using video surveillance to monitor organizational members, employees, clients, and customers. The use of such technologies in workplaces creates a virtual panopticon and increases uncertainty for those under surveillance. Video...