Customers often experience intense emotions during service encounters. Their perceptions of how well contact employees demonstrate emotional competence in emotionally charged …
AA Grandey, GM Sayre - Current Directions in Psychological …, 2019 - journals.sagepub.com
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 …
AA Grandey, D Rupp, WN Brice - Journal of Organizational …, 2015 - Wiley Online Library
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 …
H Medler-Liraz - Journal of Services Marketing, 2016 - emerald.com
Purpose This paper aims to explore service encounters from a social behavior perspective. By proposing that employees' emotional labor strategies are influenced by customer …
CEJ Härtel, ACF Hsu, MV Boyle - Managing emotions in the …, 2016 - taylorfrancis.com
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 …