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 …

Few studies have examined how customer behaviour shapes the outcomes of employees'
emotion regulation. Drawing on existing literature, this article tests two alternative models of …

Although research has focused on how service employees regulate their emotions, few
studies have explored why they do so. In this article, we first described which kinds of …

Many studies have explored emotional regulation on the part of service employees, and its
antecedents. However, customers' emotional regulation in general, and how it is affected by …

This chapter describes the role of service employees' motives for emotion regulation in
interactions with customers. To date, there has been little research and theoretical work on …

Purpose The purpose of the current research is to evaluate how customer contact level and
customer service-based role conflict influence the relationship between customer emotions …

Frontline service employees often engage in emotional labour as part of their job
requirements. Previous studies focus on surface acting and deep acting and their outcomes …

We advance the theoretical and practical understanding of affect in service interactions by
conceptualizing employees and customers as concurrent participants in the same …

Cross-sectional studies have found that demands to express positive emotions have more
desirable associations with service providers' well-being and service quality than demands …

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 …