Niven Karen
Manchester Business School, University of Manchester.
J Appl Soc Psychol. 2015 Mar;45(3):132-138. doi: 10.1111/jasp.12282.
Music with lyrics about helping is shown to reduce aggression in the laboratory. This paper tests whether the prosocial lyric effect generalizes to reducing customer aggression in the workplace. A field experiment involved changing the hold music played to customers of a call center. The results of a 3 week study suggested that music significantly affected customers, but not in the way suggested by previous laboratory experiments; compared with days when instrumental background music was played, caller anger and employee exhaustion were lower on days when callers were played popular music with neutral, but not prosocial, lyrics. The findings suggest that music influences customer aggression, but that the prosocial lyric effect may not generalize from the laboratory to the call center.
在实验室环境中，播放带有助人歌词的音乐被证明能够减少攻击性。本文旨在测试亲社会歌词效应是否能推广至减少职场中的顾客攻击性。一项实地实验涉及改变呼叫中心播放给顾客的等待音乐。一项为期3周的研究结果表明，音乐对顾客有显著影响，但并非如先前实验室实验所暗示的那样；与播放背景音乐的日子相比，当给来电者播放带有中性而非亲社会歌词的流行音乐时，来电者的愤怒情绪和员工的疲惫程度更低。研究结果表明，音乐影响顾客的攻击性，但亲社会歌词效应可能无法从实验室推广至呼叫中心。
