Although many scholars and practitioners articulate the importance of managing employee
emotions in service-based organizations, research related to the intricacies surrounding …

Scholars and practitioners in the OB literature nowadays appreciate that emotions and
emotional regulation constitute an inseparable part of work life, but the HRM literature has …

Drawing on self-determination theory, which suggests that individuals' autonomous and
controlled motivations determine their behavior and performance, our research examined …

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 …

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 …

Purpose With the advent of increasingly sophisticated AI, the nature of work in the service
frontline is changing. The next frontier is to go beyond replacing routine tasks and …

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 …

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 …

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 …

Purpose–The purpose of this paper is to examine the phenomenon of emotional contagion
in service encounters by proposing and testing an empirical model of the antecedents and …