Research on emotional labor—the process through which employees enact emotion
regulation (ie, surface and deep acting) to alter their emotional displays—has predominately …

Although research has focused on how service employees regulate their emotions, few
studies have explored why they do so. In this article, we first described which kinds of …

Abstract Organizations across the United States and in many parts of the globe are
increasingly focused on providing their customers with an excellent service experience by …

Purpose–The purpose of the present analysis is to show that HR systems are not always
designed in ways that consider the well‐being of employees. In particular, performance …

Integrating theories from leadership, emotion management, affectivity, and customer service,
this study examines how transformational leadership leads to favourable customer …

Research on emotions in organizations has traditionally taken an intrapersonal approach,
examining how an organization member's emotions influence his or her own cognitions …

Research in industrial and organizational psychology demonstrates that the regulation of
negative emotions in response to both organizational stressors and interpersonal workplace …

Purpose This paper uses conservation of resources theory to compare the impact of
supervisor-employee relationships and the extent to which emotional contagion (EC) …

Purpose A vast body of literature has documented the negative consequences of stress on
employee performance and well-being. These deleterious effects are particularly …

The actions of organizational leaders are important determinants of the emergence,
management, and consequences of employee emotional experience. However, the nature …