Kong, Dejun Tony

English

University of Houston Institutional Repository (UHIR)

A Little Appreciation Goes a Long Way: The Tangible and Relational Benefits of Gratitude Expression in Strategic Social Interactions Dejun Tony Kong  Assistant Professor of Management C. T. Bauer College of Business BIG thanks to UH DoR Religious Teaching of Gratitude • Gratitude is highly valued in Christian, Jewish, Muslim, Buddhist, and Hindu thought (McCullough et al., 2001, Psychological Bulletin)  The Emotion of Gratitude • A positive emotion that typically arises when an individual perceives that another individual or source (e.g., God, fate) has intentionally acted to improve his or her well-being (Fredrickson, 2004, 2013)   Three Components of Gratitude “a warm sense of appreciation for somebody or something” “a disposition to act which flows from appreciation and goodwill” “a sense of goodwill toward that individual or thing” Fitzgerald (1998), p. 120 Importance of Gratitude Expression • Jack Welch (former GE CEO)  – He thanked employees on every plant tour and facility visit.  – “If you don’t do it, you don’t have a culture. You are just a bunch of bricks and mortar.” But… • Sue Shellenbarger (Wall Street Journal) – “The workplace ranks dead last among the places people express gratitude, from homes and neighborhoods to places of worship.”  • A survey of 2,007 people by the John Templeton Foundation  – Only 10% of adults say thanks to a colleague every day – Only 7% express gratitude daily to a boss – Only 40% express gratitude to their colleagues frequently  • A survey by the Society of Human Resource Management – Over 50% of the surveyed HR managers said their front-line bosses didn’t say “thank you” enough.    What Makes the Workplace a  “No-Thanks Zone”?​ Worry that colleagues will take advantage of them if they express gratitude Managers assume setting tough goals and pushing people is the only way to improve productivity The attitude, "No one thanks me, so why should I coddle others?" Employees will get a big head Awkward feelings about saying thanks Fear of appearing insincere Sue Shellenbarger (Wall Street Journal), Nov. 20, 2012 What’s Worse… • Dr. Nelson (an author, speaker and president of Nelson Motivation): “it’s much easier to be the person who’s always finding fault. It feels more like being in charge.”  • This contributes to a systematic problem: Jerks are receiving more promotions and getting ahead (Kong & Gelb, 2018) and yet they “leave a trail of human carnage that does long-term damage” (McKinsey)  What’s Worse… 26% 35% 44% 32% 13% 27% 43% 27% Asking for feedback but ignoring it later on Making a destructive or judgmental remark Failing to listen when you needed to Letting your anger control a conversation Showing no regret for shifting blame for a mistake Needed to win even concerning a small issue Using ‘no,’ ‘but,’ or ‘however’ to put down a colleague’s suggestion Playing favorites Prevalence of "Jerk" Behaviors Kong & Gelb (2018), Rutgers Business Review What’s Worse… • What about professional education?   – Dr. Nelson: “Business schools definitely do not focus on such things [e.g., gratitude expression].”  – Jeff Pfeffer (Stanford business professor): “It’s all the things we rate negatively (e.g., arrogance) that are the best predictors of higher salaries or getting chosen for a leadership position…Most of my students have a problem because they’re way too nice.”  BIG Questions Do we need gratitude expression? If so, why? What are some benefits of gratitude expression in strategic interactions? Gratitude Expression in Three Types of Strategic Interactions Resource Allocations • 3 experiments • 742 participants Advice Giving • 5 experiments • 1,788 participants New Product/Service Promotion • 4 experiments • 867 participants Total: 3,397 participants Gratitude Expression in Resource Allocations • Do people provide more resources to others who express gratitude to them?  – In other words, can people receive more resources from others by expressing gratitude?  • If so, why? Resource Allocation Study 1 114 adults (41% female; 78% White; 86% at least college educated; 83% employed; 98% U.S. nationals; Mage = 36.84, SDage = 11.67) Resource Allocation Study 1 Findings Partner’s Gratitude vs. Neutral Expression  (Round 1) Participant’s Perception of Partner’s Benevolence Participant’s “Want” Motivation Participant’s “Should” Motivation Participant’s More Resource Allocation to Partner (Round 2) Participant: Resource Allocator Partner: Resource Recipient Resource Allocation Study 2 403 adults (48% female; 81% White; 90% at least college educated; 83% employed; 98% U.S. nationals; Mage = 39.66, SDage = 12.42) Benevolence Manipulation Message High Benevolence • “I care about how many raffle tickets my partner can get and his outcome is important to me. After all, we are in this together. It’s important for me to look out for his interest.” Low Benevolence • “I don’t really care about how many raffle tickets my partner can get and his outcome isn’t important to me. After all, everyone tries to get as much as possible for themselves. I need to look out for my own interest, not his.” Resource Allocation Study 2 Findings 1 2 3 4 5 6 gratitude expression neutral expression "Want" Motivation high benevolence low benevolence 1 2 3 4 5 6 gratitude expression neutral expression "Should" Motivation high benevolence low benevolence *** *** Resource Allocation Study 2 Findings Partner’s Gratitude vs. Neutral Expression  (Round 1) Participant’s Perception of Partner’s Benevolence Participant’s “Want” Motivation Participant’s “Should” Motivation Participant’s More Resource Allocation to Partner (Round 2) Participant: Resource Allocator Partner: Resource Recipient Resource Allocation Study 3 225 adults (56% female; 81% White; 89% at least college educated; 80% employed; 99% U.S. nationals; Mage = 37.33, SDage = 11.62) Resource Allocation Study 3 Findings Partner’s Gratitude vs. Neutral Expression  (Round 1) Participant’s Perception of Partner’s Benevolence Participant’s “Want” Motivation Participant’s “Should” Motivation Participant’s More Resource Allocation to Partner (Round 2) Partner’s Acceptance vs. Rejection (Round 1) Participant: Resource Allocator Partner: Resource Recipient Take-away? Gratitude Expression in Advice Giving • Can gratitude expression help people receive honest (rather than dishonest) advice from others, even when there is conflict of financial interest?  • If so, how?  Advice Giving Study 1 185 adults (52% female; 80% White; 59% at least college educated; 82% currently employed; Mage = 37.36, SDage = 11.97) Advice Giving Study 1: Second Task • 80 raffle tickets to your partner Option A • 20 raffle tickets to your partner Option B • Option A will earn you more raffle tickets than Option B. Advice Message 1 • Option B will earn you more raffle tickets than Option A. Advice Message 2 Advice Giving Study 1 Findings Advisee’s  Rejection vs. Acceptance of Given Advice (Round 1) Advisor’s Reduced Social Worth Advisor’s Reduced “Want” Motivation Advisor’s Dishonest (vs. Honest) Advice Giving (Round 2) Ruling out alternative explanations:  •Felt positive emotions •Felt negative emotions •Felt anger •Felt gratitude •Depletion •Revenge motivation Advice Giving Study 2 402 adults (51% female; 75% White; 56% at least college educated; 83% currently employed; Mage = 37.11, SDage = 11.61) Social Worth Manipulation Message High Social Worth • “My partner is a good advisor. The advice makes good sense. I really appreciate my partner’s effort and intention to help me. My partner definitely fits the advisor role.” Low Social Worth • “My partner is not a good advisor. The advice makes no sense. I have doubts about my partner’s effort and intention to help me. My partner does not fit the advisor role.” 1 2 3 4 5 6 7 advice acceptance advice rejection "Want" Motivation high social worth low social worth Advice Giving Study 2 Findings *** Advice Giving Study 2 Findings Advisee’s  Rejection vs. Acceptance of Given Advice (Round 1) Advisor’s Reduced Social Worth Advisor’s Reduced “Want” Motivation Advisor’s Dishonest (vs. Honest) Advice Giving (Round 2) Ruling out alternative explanations:  •Felt positive emotions •Felt negative emotions •Felt anger •Felt gratitude •Depletion •Revenge motivation Advice Giving Study 3 470 adults (55% female; 80% White; 58% at least college educated; 81% employed; Mage = 36.16, SDage = 11.97) Advice Giving Study 3 Findings 1 2 3 4 5 6 7 advice acceptance advice rejection Social Worth gratitude expression neutral or no expression *** *** 1 2 3 4 5 6 7 advice acceptance advice rejection Social Worth gratitude expression ingratitude expression *** *** Advice Giving Study 3 Findings Advisee’s  Rejection vs. Acceptance of Given Advice (Round 1) Advisor’s Reduced Social Worth Advisor’s Reduced “Want” Motivation Advisor’s Dishonest (vs. Honest) Advice Giving (Round 2) Ruling out alternative explanations:  •Trait gratitude •Trait guilt proneness •Trait anger •Trait positive affectivity •Trait negative affectivity •Expression inauthenticty Advisee’s Gratitude (vs. Neutral /No or Ingratitude) Expression Conflict of Interest in Advice Giving Advice Giving Study 4 358 adults (58% female; 78% White; 54% at least college educated; 80% employed; Mage = 36.76, SDage = 12.04) Advice Giving Study 4: Second Task • 20 raffle tickets to you and 60 raffle tickets to your partner  Option A • 60 raffle tickets to you and 20 raffle tickets to your partner Option B • Option A will earn you more raffle tickets than Option B. Advice Message 1 • Option B will earn you more raffle tickets than Option A. Advice Message 2 1 2 3 4 5 6 7 advice acceptance advice rejection Social Worth gratitude expression ingratitude  expression 1 2 3 4 5 6 7 advice acceptance advice rejection Social Worth gratitude expression neutral expression Advice Giving Study 4 Findings *** *** *** *** Advice Giving Study 4 Findings Advisee’s  Rejection vs. Acceptance of Given Advice (Round 1) Advisor’s Reduced Social Worth Advisor’s Reduced “Want” Motivation Advisor’s Dishonest (vs. Honest) Advice Giving (Round 2) Ruling out alternative explanations:  •Trait gratitude •Trait guilt proneness •Trait anger •Trait positive affectivity •Trait negative affectivity •Expression inauthenticty Advisee’s Gratitude (vs. Neutral or Ingratitude) Expression Advice Giving Study 5 373 adults (52% female; 78% White; 57% at least college educated; 81% employed; Mage = 38.85, SDage = 12.88) Second Task: Financial Advising Five-year cumulative return: 61.20%  Risk-adjusted return: 0.46 (Volatility: 6.22%)  Fund A Five-year cumulative return: 36.81%  Risk-adjusted return: 0.54 (Volatility: 2.37%) Fund B 30 raffle tickets (as commission) 15 raffle tickets (as commission) 1 2 3 4 5 6 7 advice acceptance advice rejection Social Worth gratitude expression neutral expression 1 2 3 4 5 6 7 advice acceptance advice rejection Social Worth gratitude expression ingratitude expression Advice Giving Study 5 Findings *** *** *** *** Advice Giving Study 5 Findings Advisee’s  Rejection vs. Acceptance of Given Advice (Round 1) Advisor’s Reduced Social Worth Advisor’s Reduced “Want” Motivation Advisor’s Dishonest (vs. Honest) Advice Giving (Round 2) Ruling out alternative explanations:  •Trait gratitude •Trait guilt proneness •Trait anger •Trait positive affectivity •Trait negative affectivity •Expression inauthenticty Advisee’s Gratitude (vs. Neutral or Ingratitude) Expression Take-away? Gratitude Expression in New Product/Service Promotion • Can gratitude expression help salespeople persuade customers and increase customers’ purchase intentions? If so, how?  Consistent Finding across Four Studies Salesperson’s Gratitude vs. Neutral Expression Customer’s Feeling of Being Appreciated Customer’s Evaluation Customer’s Purchase Intention Customer’s Trust toward Salesperson No moderation for the effect of gratitude expression on felt appreciation:  •Customer Big V (extraversion, agreeableness, conscientiousness, neuroticism, and openness), self-esteem, depression, gender, and need for appreciation from others Take-away? Going Back to Big Questions… Yes! YES! ABSOLUTELY YES!!! Do we need gratitude expression?  Going Back to Big Questions… 1. More resources from others 2. Honest advice from others 3. Potentially more customers for new products/services What are some tangible benefits of gratitude expression in strategic interactions? Going Back to Big Questions… 1. Others’ perception of your benevolence 2. Others’ strong motivation to help you 3. Others’ trust in you What are some relational benefits of gratitude expression in strategic interactions? My Message to Everyone… • Not expressing gratitude is irrational!  • Be an awesome (and rational) person who sincerely appreciates others! Say NO to… NO-THANKS ZONE 

A Little Appreciation Goes a Long Way: The Tangible and Relational Benefits of Gratitude Expression in Strategic Social Interactions

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A Little Appreciation Goes a Long Way: The Tangible and Relational Benefits of Gratitude Expression in Strategic Social Interactions

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