The impact of emotional labor on customer outcomes is gaining considerable attention in the
literature, with research suggesting that the authenticity of emotional displays may positively …

In this research, we extend emotional labor theories to the customer domain by developing
and testing a theoretical model of the effects of employee emotional labor on customer …

Emotional labor refers to the process of regulating both feelings and expressions in
response to the display rules for promoting organizational goals. Existing literature has …

Purpose The purpose was to understand how service familiarity (ie, the familiarity of the
customer with the employee and service provided) operates as a boundary condition for the …

In this study, the authors examine the effects of two facets of employee emotions on
customers' assessments of service encounters. Drawing on emotional contagion and …

Organizational display rules (eg,“service with a smile”) have had mixed relationships with
employee emotional labor—either in the form of “bad faith” surface acting (suppressing or …

Abstract Organizations across the United States and in many parts of the globe are
increasingly focused on providing their customers with an excellent service experience by …

Emotional expressions have a pervasive impact on organizational behavior. However, it is
unclear how such effects are modulated by the intensity of emotional displays. We …

Service employees' emotional display plays an important role in service interactions, but
little is known about the effects of employee's emotional regulation strategies on customer …

In the current study, we develop and test a moderated mediation model that explores the
mechanisms that underlie the influence of employees' emotional labor on customer loyalty …