… Drawing on the social interaction model of emotion regulation, this article reported … customer
treatment toward employees in channeling emotional labor's impact on employee emotional …

… and emotional labor (EL), this lab study examined the effects of customer interactional
justice on EL perceived by both the self and others. Participants played the role of customer-…

… sector includes many jobs that are service oriented and may require emotional labor, such
as sales and customer service. For my purposes, it is most useful to focus on jobs rather than …

… To test systematically the causal role of customers in shaping within-episode emotional
labor processes, we manipulated customer (confederate) behavior at two points during a call …

… Having described our theoretical framework for proposing a psychological process whereby
customer encounters impact emotional labor, we will now describe four “exhibits” that lend …

… a dearth of research considering emotional labor as a … customer IJ effects on the outcome
of emotional labor. Thus, in addition to positing a main effect of customer IJ on emotional labor …

… First, we examine customer injustice and its influence on emotional labor performed by customer
… are associated with burnout and may ameliorate the adverse effects of emotional labor. …

… or reducing customer incivility. … ' emotional labor strategies affect customer incivility via
influencing customers' self-esteem threat, as well as examine the moderating role of customer's …

… [51] drew on affective events theory to explain why individuals’ emotional labor is impacted
by customer interpersonal and informational injustices. Spencer and Rupp [52] used an …

… process regarding the employee's emotional labor toward the focal customer. Research has
… emotional labor toward another customer with the emotional labor toward the focal customer …