Previous studies have examined the immediate effects of emotional labor (EL) on short-term
customer outcomes in service encounters. We replicated and extended prior findings by …

Organizations typically rely on their employees to provide high-quality service as a strategy
for sustaining a competitive advantage. However, service-related jobs can have deleterious …

Customer service is a central feature of the service context. As service research has evolved
into a burgeoning multidisciplinary field, management scholars have developed an …

Managers often feel intense emotions in their daily work lives—emotions that are triggered
by the various opportunities and challenges that they face in their jobs. For instance …

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 …

The exponential growth of the service economy has increased the attention that
organizational researchers have paid to the concept of emotional labor. Although much …

Purpose Customers often experience negative emotions during service experiences. The
ways that employees manage customers' emotions and impressions about whether the …

What I am going to talk about in this article is an old and overworked topic, but one that
remains very much a source ofconfusion and controversy. Itis also a topic that continues to …

Jul-Dec 2013| Vol 22| Issue 2 Industrial Psychiatry Journal 98 of social relationships, and in
service jobs, this can affect task performance when dealing with customers. Finally, UOE …

Previous studies have used various external variables and parameters as well as moderator
variables such as emotional intelligence have been to understand emotional labor and its …