Superior customer service has always been recognized as a source of competitive
advantage. But as the economic environment becomes more challenging, as switching costs …

The workplace elicits a wide range of emotions and, likewise, emotions change our
experience of the workplace. This article reviews the scientific field of emotion in …

This book reviews, integrates, and synthesizes research on emotional labor and emotion
regulation conducted over the past 30 years. The concept of emotional labor was first …

Emotion work, the management of feelings and emotional displays in response to emotion
work requirements, can have both positive and negative effects on well-being and …

When service providers regulate their moods and expressions (ie, deep acting and surface
acting), are they better performers? Drawing on the framework of activation-inhibition …

Retaining newcomers and enhancing their service performance are critical issues for the
human resource management and hospitality management fields. However, newcomers …

Although extensive research and practice have focused on understanding and improving
performance management systems in organizations, the formula for effective performance …

Organization members often exert efforts to regulate their emotions during interpersonal
work exchanges. Research has documented that these efforts have important intraindividual …

This article reviews the service management and marketing literature on managing people
with a particular emphasis on managerial relevance. This review explores the market and …

According to Becker et al.(2001), the strategic performance management strategies are
probably a little different and support the notion that HR managers must think differently …