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 …

Emotional labor has been described as a dynamic self-regulatory process that unfolds over
the course of customer interactions, with employees continuously monitoring and adjusting …

Emotion management, such as suppressing anger, is performed by individuals to cope in
many social settings. Lab studies, however, have suggested that suppressing emotions or …

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

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 (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 …

Many employees perform emotional labor, regulating their emotions to meet organizationally
mandated display rules (eg,“service with a smile”), which has both professional and …

This survey study of 176 participants from eight customer service organizations investigated
how individual factors moderate the impact of emotional labor strategies on employee well …

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 …

Research on emotional labor focuses on how employees utilize 2 main regulation strategies—
surface acting (ie, faking one's felt emotions) and deep acting (ie, attempting to feel required …