Emotional expressions have a pervasive impact on organizational behavior. However, it is
unclear how such effects are modulated by the intensity of emotional displays. We …

Emotional labor (expressing emotions as part of one's job duties, as in “service with a smile”)
can be beneficial for employees, organizations, and customers. Meta‐analytical summaries …

Affective Events Theory suggests customer interactions elicit event appraisals that, in turn,
prompt affective reactions in employees. A qualitative diary study was used to examine the …

Employees need to regulate their own emotions as well as the emotions of others to
enhance the quality of interactions with their colleagues. How well this is achieved has …

HOCHSCHILD'S (1983) seminal work The Managed Heart ignited interest in how
employees actively manage the feeling and expression of emotion as an essential …

This article introduces customer emotion management as an integral part of the service
experience. By building primarily on Hochschild (1983), this study provides a deeper …

Variable-centered views of emotional labor suggest that high customer incivility and
employee-felt negative affect should co-occur with high employee emotion regulation …

Executive Overview Emotions in workplace settings and emotional intelligence are hot
topics in management today. Leading business journals such as Fortune and Harvard …

This paper investigates the impact of customer service representative (CSR) customer‐
focused emotion management strategies on expressed customer emotions, beyond the …

Purpose–The aim of this study is to study the relationships among: two types of managerial
practices (“reward” and “support”), two types of emotional satisfaction (“positive” and …