{"id":"https://openalex.org/W2278073155","doi":null,"title":"?Heal the world?: Can prosocial music reduce customer aggression in call centres?","display_name":"?Heal the world?: Can prosocial music reduce customer aggression in call centres?","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W2278073155","mag":"2278073155"},"language":"en","primary_location":{"id":"pmh:oai:pure.atira.dk:openaire_cris_publications/d23a3809-4639-40cf-8247-66f651137ecf","doi":null,"is_oa":false,"landing_page_url":"https://research.manchester.ac.uk/en/publications/d23a3809-4639-40cf-8247-66f651137ecf","pdf_url":null,"source":{"id":"https://openalex.org/S4306400662","display_name":"Research Explorer (The University of Manchester)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I28407311","host_organization_name":"University of Manchester","host_organization_lineage":["https://openalex.org/I28407311"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Niven, K 2013, \u2018Heal the world\u2019: Can prosocial music reduce customer aggression in call centres? Richard Benjamin Trust.","raw_type":"info:eu-repo/semantics/report"},"volume":null,"type":"report","is_traditional":false,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5076759933","display_name":"Karen Rochelle Niven","orcid":"https://orcid.org/0000-0002-6675-5532","observed_orcids":["https://orcid.org/0000-0002-6675-5532"]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Karen Niven","raw_affiliation_strings":["PMO Organisational Psychology"],"raw_orcid":"https://orcid.org/0000-0002-6675-5532","affiliations":[{"raw_affiliation_string":"PMO Organisational Psychology","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5076759933"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.8187999725341797,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.8187999725341797,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11768","display_name":"Music Therapy and Health","score":0.07100000232458115,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11647","display_name":"Workplace Violence and Bullying","score":0.06430000066757202,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-aggression","display_name":"customer aggression","score":0.9150000214576721},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.8190000057220459},{"id":"https://openalex.org/keywords/workplace-aggression","display_name":"workplace aggression","score":0.6069999933242798},{"id":"https://openalex.org/keywords/employee-well-being","display_name":"employee well-being","score":0.8690000176429749},{"id":"https://openalex.org/keywords/job-performance","display_name":"employee performance","score":0.8240000009536743},{"id":"https://openalex.org/keywords/music-intervention","display_name":"music intervention","score":0.8370000123977661},{"id":"https://openalex.org/keywords/customer-anger","display_name":"customer anger","score":0.5889999866485596},{"id":"https://openalex.org/keywords/occupational-health","display_name":"occupational health","score":0.656000018119812}],"concepts":[{"id":"https://openalex.org/C158608086","wikidata":"https://www.wikidata.org/wiki/Q2990613","display_name":"Prosocial behavior","level":2,"score":0.9073265790939331},{"id":"https://openalex.org/C2779448149","wikidata":"https://www.wikidata.org/wiki/Q191797","display_name":"Aggression","level":2,"score":0.7587562799453735},{"id":"https://openalex.org/C2776436406","wikidata":"https://www.wikidata.org/wiki/Q602446","display_name":"Lyrics","level":2,"score":0.7445363998413086},{"id":"https://openalex.org/C2779302386","wikidata":"https://www.wikidata.org/wiki/Q79871","display_name":"Anger","level":2,"score":0.7249075770378113},{"id":"https://openalex.org/C177291462","wikidata":"https://www.wikidata.org/wiki/Q423038","display_name":"Active listening","level":2,"score":0.6752946972846985},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6254667043685913},{"id":"https://openalex.org/C2780665704","wikidata":"https://www.wikidata.org/wiki/Q959298","display_name":"Intervention (counseling)","level":2,"score":0.5086392164230347},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.41529202461242676},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.41415566205978394},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.36111125349998474},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.21601462364196777},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1669602394104004},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.09835293889045715},{"id":"https://openalex.org/C118552586","wikidata":"https://www.wikidata.org/wiki/Q7867","display_name":"Psychiatry","level":1,"score":0.0},{"id":"https://openalex.org/C124952713","wikidata":"https://www.wikidata.org/wiki/Q8242","display_name":"Literature","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:pure.atira.dk:openaire_cris_publications/d23a3809-4639-40cf-8247-66f651137ecf","doi":null,"is_oa":false,"landing_page_url":"https://research.manchester.ac.uk/en/publications/d23a3809-4639-40cf-8247-66f651137ecf","pdf_url":null,"source":{"id":"https://openalex.org/S4306400662","display_name":"Research Explorer (The University of Manchester)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I28407311","host_organization_name":"University of Manchester","host_organization_lineage":["https://openalex.org/I28407311"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Niven, K 2013, \u2018Heal the world\u2019: Can prosocial music reduce customer aggression in call centres? Richard Benjamin Trust.","raw_type":"info:eu-repo/semantics/report"},{"id":"mag:2278073155","doi":null,"is_oa":false,"landing_page_url":"https://www.escholar.manchester.ac.uk/uk-ac-man-scw:259342","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Good health and well-being","score":0.5683000087738037,"id":"https://metadata.un.org/sdg/3"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W953837349","https://openalex.org/W1052406807","https://openalex.org/W1500078254","https://openalex.org/W1969090622","https://openalex.org/W1975465630","https://openalex.org/W1982735577","https://openalex.org/W1989199426","https://openalex.org/W2014201376","https://openalex.org/W2023786945","https://openalex.org/W2037134091","https://openalex.org/W2041419490","https://openalex.org/W2049852455","https://openalex.org/W2053972974","https://openalex.org/W2061265690","https://openalex.org/W2127197624","https://openalex.org/W2129245258","https://openalex.org/W2144816256","https://openalex.org/W2156395333","https://openalex.org/W2162513618","https://openalex.org/W2168482576","https://openalex.org/W2375773704"],"related_works":["https://openalex.org/W1556525005","https://openalex.org/W2511702673","https://openalex.org/W2023786945","https://openalex.org/W4416007249","https://openalex.org/W1726473168","https://openalex.org/W1580120319","https://openalex.org/W2409271732","https://openalex.org/W4388043136","https://openalex.org/W4396925915","https://openalex.org/W2541141796"],"abstract_inverted_index":{"Could":[0],"listening":[1],"to":[2,28,74],"songs":[3,79],"with":[4,54],"prosocial":[5,78],"lyrics,":[6],"like":[7],"Michael":[8],"Jackson\u2019s":[9],"\u2018Heal":[10],"the":[11],"world\u2019,":[12],"make":[13],"people":[14],"act":[15],"less":[16],"aggressively?":[17],"Although":[18],"laboratory":[19],"research":[20,72],"has":[21,26],"shown":[22],"promising":[23],"results,":[24],"it":[25],"yet":[27],"be":[29],"determined":[30],"whether":[31,76],"such":[32],"music":[33,63],"can":[34,83],"reduce":[35,84],"everyday":[36],"instances":[37],"of":[38],"naturally-occurring":[39],"aggression":[40],"in":[41,52,93],"occupational":[42],"settings.":[43],"In":[44],"call":[45,95],"centres,":[46],"where":[47],"customer":[48,85],"anger":[49,86],"is":[50],"high":[51],"prevalence,":[53],"significant":[55],"health":[56],"implications":[57],"for":[58],"employees,":[59],"a":[60,67,94],"low-cost,":[61],"simple":[62],"intervention":[64],"could":[65],"provide":[66],"huge":[68],"benefit.":[69],"The":[70],"present":[71],"aimed":[73],"test":[75],"using":[77],"as":[80],"\u2018hold":[81],"music\u2019":[82],"and":[87,91],"improve":[88],"employee":[89],"well-being":[90],"performance":[92],"centre.":[96]},"counts_by_year":[],"updated_date":"2026-09-22T06:50:58.402377","created_date":"2016-06-24T00:00:00"}