At the same time that the emotional demands of service work are receiving increasing
attention in the literature, academic and popular authors are proposing that person …

Emotions in general, emotional intelligence and emotional labor in particular have occupied
an important place in today's organizations, especially in service organizations. Although the …

This study presents a framework for classifying service occupations based on the type of
interaction between employees and customers to clarify the mixed relationships between …

The main purpose of this study is to clarify the relationship between the employee's emotion
management and service behaviour by analysing employees in the international tourist …

We use the customer service context to examine the impact observations of other's
emotional displays have on people from multiple perspectives, including customers' …

Purpose This paper aims to investigate how employees' emotional competences affect
customers' responses in the context of emotional-driven and personalized services …

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 …

Customers often experience intense emotions during service encounters. Their perceptions
of how well contact employees demonstrate emotional competence in emotionally charged …

Abstract Service organizations rely heavily on humans to deliver the service. The only
difference is the level of dependency on the human aspect for different types of service …

Jul-Dec 2013| Vol 22| Issue 2 Industrial Psychiatry Journal 98 of social relationships, and in
service jobs, this can affect task performance when dealing with customers. Finally, UOE …