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 …

Customer response to employee emotional labor: the structural relationship between
emotional labor, job satisfaction, and customer satisfaction | Emerald Insight Books and …

In this study, we proposed and tested a motivational framework of emotional labor. This
model incorporates positive and negative affect, motivation to express positive emotions …

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 …

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 …

Emotional labor can be defined as the degree of manipulation of one's inner feelings or
outward behavior to display the appropriate emotion in response to display rules or …

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 study conceptualizes emotional labor (namely, the display of emotions during service
interactions) in terms of frequency, duration, and emotional dissonance. To identify important …

A growing body of literature has confirmed the deleterious effects of emotional labor on
service employees. The study adds to it by investigating two hypothesized antecedents to …

The aim of the research reported in this article was to develop a conceptual model that links
emotional labor strategies performed by service employees to a number of relevant …