为了研究顾客与服务人员之间的情感互动,单模态刺激被用来激活受试者的情绪,而效率更好的多模态情绪刺激往往被忽略。本研究旨在通过设置广角摄像机并在公司的OceanEngine中搜索连续15天,构建一个多模态情感刺激数据库(CCSIAS),其中包含29名服务人员的真实工作状态的视频记录以及客户与服务人员之间互动的音频剪辑。首先,在研究1中,我们开发了一个工具来评估顾客和服务人员的情绪状态.第二,邀请40名硕士和博士生使用研究1中开发的工具评估研究2中的音频和视频数据,以评估客户和服务人员的情绪状态。第三,招募了118名参与者来测试研究2的结果,以确保得出的数据的稳定性。结果表明,构建了139组稳定的情绪音视频数据(26组高,59套中等,54套低)。情绪信息的数量对于有效激活参与者的情绪状态很重要,视频数据的情感激活程度明显高于音频数据。总的来说,研究表明,情感互动现象的研究需要多模态数据集。CCSIAS(https://osf.io/muc86/)可以扩展情感交互研究的深度和广度,可以应用于组织行为学和心理学领域的客户和服务人员激活之间的不同情感状态。
To research the emotional interaction between
customers and service staff, single-modal stimuli are being used to activate subjects\' emotions while multimodal emotion stimuli with better efficiency are often neglected. This study aims to construct a multimodal emotion stimuli database (CCSIAS) with video records of real work status of 29 service staff and audio clips of interactions between
customers and service staff by setting up wide-angle cameras and searching in company\'s Ocean Engine for 15 consecutive days. First, we developed a tool to assess the emotional statuses of
customers and service staff in Study 1. Second, 40 Masters and PhD students were invited to assess the audio and video data to evaluate the emotional states of
customers and service staff in Study 2, using the tools developed in Study 1. Third, 118 participants were recruited to test the results from Study 2 to ensure the stability of the derived data. The results showed that 139 sets of stable emotional audio & video data were constructed (26 sets were high, 59 sets were medium and 54 sets were low). The amount of emotional information is important for the effective activation of participants\' emotional states, and the degree of emotional activation of video data is significantly higher than that of the audio data. Overall, it was shown that the study of emotional interaction phenomena requires a multimodal dataset. The CCSIAS (https://osf.io/muc86/) can extend the depth and breadth of emotional interaction research and can be applied to different emotional states between
customers and service staff activation in the fields of organizational behavior and psychology.