Drawing on self-determination theory, which suggests that individuals' autonomous and
controlled motivations determine their behavior and performance, our research examined …

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 …

Prior research indicates that public service motivation (PSM) provides a motivational base
for effective emotion regulation. This study extends this body of research by investigating …

Abstract Organizations across the United States and in many parts of the globe are
increasingly focused on providing their customers with an excellent service experience by …

This study presents a framework for classifying service occupations based on the type of
interaction between employees and customers to clarify the mixed relationships between …

Although many scholars and practitioners articulate the importance of managing employee
emotions in service-based organizations, research related to the intricacies surrounding …

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

Recent studies on emotional labor address how worker emotional behavior is influenced by
and influences organizational routines. To build upon existing theories, this dissertation …

Although self-determination theory has important implications for service management
literature and implies that leader autonomy support is critical to facilitating successful service …

Purpose Previous research has focused mainly on the antecedents and consequences of
service employees' emotional labor during the enactment of service roles, with little attention …