Queen's University

Dr. Glenda Fisk

Associate Professor, Industrial Relations
SOCIAL SCIENCES, ORGANIZATIONAL PSYCHOLOGY, OCCUPATIONAL HEALTH, ORGANIZATIONAL BEHAVIOUR, POLICY
LinkedIn profile for Dr. Glenda Fisk

Autobiography

I joined the School of Policy Studies in 2006 after completing my Ph.D. in Industrial/Organizational Psychology at The Pennsylvania State University. My main research interests focus on the issue of entitlement in the workplace and the experience of employees who feel worthy of rewards they might not objectively deserve. Related to these interests, I am engaged in work to understand how attitudes of illegitimate deservingness develop, the stability of such attitudes over time, as well as their consequences for both individuals and organizations. In addition to my work on employee entitlement, I have also conducted research to understand the experience of employees who must manage their emotions as part of their work role. Of particular interest are those situations in which employees engage in emotional deviance by showing feelings that are inconsistent with role expectations (e.g., service with a scowl).

Most Recent Project

Service with an e-smile: Employee authenticity and customer use of web-based support services

Many companies work hard to ensure that service representatives are friendly when interacting with customers. Friendliness, however, is not always enough; customers must believe that service employees are not just acting out a friendly role. In our study, we extrapolated this idea to web-based support services. Integrating IS and marketing perspectives, we suggested that user judgment of human service representatives’ authenticity operate through two mechanisms, system-, and service-representative assessments, to augment a visitor's continuance intention.

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Other Projects