Compliance with demands to express certain emotions at certain times is difficult for most
employees to achieve without also experiencing adverse effects such as stress. Emotion …

In the current study, we develop and test a moderated mediation model that explores the
mechanisms that underlie the influence of employees' emotional labor on customer loyalty …

Do human resource management practices actually work? This timely and engaging volume
examines the links between people management practices and organizational performance …

Does satisfaction from performing emotional labor (EL)—maintaining positive emotions with
customers as part of the job—depend on the financial rewards available for good service …

Emotional labor has been described as a dynamic self-regulatory process that unfolds over
the course of customer interactions, with employees continuously monitoring and adjusting …

Emotional labor is the display of expected emotions by service agents during service
encounters. It is performed through surface acting, deep acting, or the expression of genuine …

Hazel-Anne M. Johnson ABSTRACT The present study examines the process of emotional
labor as performed by customer service employees. This research investigates some of the …

This book integrates psychological theory with tools and methods for dealing with human
resource problems in organizations and for making organizations more effective and more …

It is essential for organizations to understand and manage salespeople's emotions. By
monitoring the effects of emotions on the job, management can promote and enhance its …

We review theory and research on how work events and experiences influence employee
well-being, with a particular focus on the day-to-day effects of positive events and …