UNASSIGNED:情绪在工作场所中起着决定性和核心作用,尤其是服务型企业。由于服务过程的高度参与性和互动性,员工的情绪在服务提供过程中通常是高度不稳定的,这可能会对企业绩效产生负面影响。因此,有效地判断客服人员的情绪状态很重要。
UNASSIGNED:我们收集了有关大型公司呼叫中心员工的现实生活工作情况的数据。连续进行了三项研究:首先,29名客户服务人员的情绪状态被广角摄像机录下来。在研究1中,我们通过自由关联测试构建了图片类型量表的评分标准和辅助工具。在研究2中,邀请了两组专家来评估客户服务人员的情绪状态。在研究3中,基于研究2的结果和多模态情感识别方法,构建了一个多模态数据集,以探索每种模态如何传达工作场所客户服务人员的情绪。
UNASSIGNED:通过2组专家和1组志愿者的评分,我们首先制定了一套评分标准和图片式量表,并结合SAM量表来判断客服人员的情绪状态。然后,我们构建了99个(297个)稳定的多模态情感数据集。根据数据集之间的比较,我们发现声音在工作场所更显著地传达情感效价,面部表情与情绪唤醒有更突出的联系。
未经批准:理论上,本研究丰富了情感数据的采集方式,为后续多模态情感数据集的开发提供了依据。实际上,可以为职场员工情绪的有效判断提供指导。
UNASSIGNED: Emotions play a decisive and central role in the workplace, especially in the service-oriented enterprises. Due to the highly participatory and interactive nature of the service process, employees\' emotions are usually highly volatile during the service delivery process, which can have a negative impact on business performance. Therefore, it is important to effectively judge the emotional states of customer service staff.
UNASSIGNED: We collected data on real-life work situations of call center employees in a large company. Three consecutive studies were conducted: first, the emotional states of 29 customer service staff were videotaped by wide-angle cameras. In Study 1, we constructed scoring criteria and auxiliary tools of picture-type scales through a free association test. In Study 2, two groups of experts were invited to evaluate the emotional states of customer service staff. In Study 3, based on the results in Study 2 and a multimodal emotional recognition method, a multimodal dataset was constructed to explore how each modality conveys the emotions of customer service staff in workplace.
UNASSIGNED: Through the scoring by 2 groups of experts and 1 group of volunteers, we first developed a set of scoring criteria and picture-type scales with the combination of SAM scale for judging the emotional state of customer service staff. Then we constructed 99 (out of 297) sets of stable multimodal emotion datasets. Based on the comparison among the datasets, we found that voice conveys emotional valence in the workplace more significantly, and that facial expressions have more prominant connection with emotional arousal.
UNASSIGNED: Theoretically, this study enriches the way in which emotion data is collected and can provide a basis for the subsequent development of multimodal emotional datasets. Practically, it can provide guidance for the effective judgment of employee emotions in the workplace.