Emotional labor is the display of expected emotions by service agents during service
encounters. It is performed through surface acting, deep acting, or the expression of genuine …

Emotional labor (expressing emotions as part of one's job duties, as in “service with a smile”)
can be beneficial for employees, organizations, and customers. Meta‐analytical summaries …

This study conceptualizes emotional labor (namely, the display of emotions during service
interactions) in terms of frequency, duration, and emotional dissonance. To identify important …

Frontline employees must deal on a daily basis with emotionally demanding customer
interactions. Such interactions, when coupled with organizational directives to focus upon …

Emotional labor is crucial to the performance of interac tive service work, jobs that involve
direct interaction with customers or clients. In such jobs, employers frequently try to manage …

Understanding the social-psychology effects of frontline service work requires attention to
the emotional labor performed by incumbents of these positions. Using Hochschild's 1983 …

Emotional labor—the management of emotional displays as part of one's work role—has
emerged as a growth area of study within organizational behavior and customer service …

Managing emotions in the workplace, termed emotional labor (Hochschild, 1983), is
becoming increasingly important as the economy continues to become more service …

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 …

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 …