Service organizations encourage employees to express positive emotions in service
encounters, in the hope that customers “catch” these emotions and react positively. Yet …

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

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

Purpose–Previous research has demonstrated the importance of emotion recognition ability
in negotiations and leadership, but scant research has investigated the role of emotion …

When a person expresses an emotion at work, the way others respond can influence the
work-related outcomes of the expresser, the responder, and their surrounding team and …

In this study, the authors examine the effects of two facets of employee emotions on
customers' assessments of service encounters. Drawing on emotional contagion and …

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 …

Purpose This paper aims to explore service encounters from a social behavior perspective.
By proposing that employees' emotional labor strategies are influenced by customer …

In response to the increasing interest regarding the emotional consequences facing service
providers who perform emotional labor as part of their service roles, this chapter provides a …

While the service quality literature suggests the importance of courteous service agents, the
emotional labor literature has shown that there are important negative personal …