The state of the heart: Emotional labor as emotion regulation reviewed and revised.
AA Grandey, RC Melloy - Journal of occupational health …, 2017 - psycnet.apa.org
Emotional labor has been an area of burgeoning research interest in occupational health
psychology in recent years. Emotional labor was conceptualized in the early 1980s by …
psychology in recent years. Emotional labor was conceptualized in the early 1980s by …
Emotional labor at a crossroads: Where do we go from here?
AA Grandey, AS Gabriel - Annu. Rev. Organ. Psychol. Organ …, 2015 - annualreviews.org
Three decades after its introduction as a concept, emotional labor—regulating emotions as
part of the work role—is fully on the map in organizational behavior and organizational …
part of the work role—is fully on the map in organizational behavior and organizational …
Authenticity
The concept of authenticity informs a number of central topics in management studies. On
the surface, it might seem that a consensus exists about its meaning; there is indeed …
the surface, it might seem that a consensus exists about its meaning; there is indeed …
Emotional labor: Regulating emotions for a wage
AA Grandey, GM Sayre - Current Directions in Psychological …, 2019 - journals.sagepub.com
Many employees perform emotional labor, regulating their emotions to meet organizationally
mandated display rules (eg,“service with a smile”), which has both professional and …
mandated display rules (eg,“service with a smile”), which has both professional and …
Emotion work: A work psychology perspective
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 …
work requirements, can have both positive and negative effects on well-being and …
Nonverbal behavior and communication in the workplace: A review and an agenda for research
Nonverbal behavior is a hot topic in the popular management press. However, management
scholars have lagged behind in understanding this important form of communication …
scholars have lagged behind in understanding this important form of communication …
Privacy and personalization in continued usage intention of mobile banking: An integrative perspective
M Albashrawi, L Motiwalla - Information Systems Frontiers, 2019 - Springer
Over the last decade, bank industry has made a significant investment on mobile banking
(MB) as an innovative tool with an expectation that MB services increase customer …
(MB) as an innovative tool with an expectation that MB services increase customer …
Managing service employees: literature review, expert opinions, and research directions
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 …
with a particular emphasis on managerial relevance. This review explores the market and …
How sincere is an apology? Recovery satisfaction in a robot service failure context
Y Hu, H Min, N Su - Journal of Hospitality & Tourism …, 2021 - journals.sagepub.com
This study examined the effects of service recovery entities (ie, robot-generated text, robot-
generated voice, and human service employee) on recovery satisfaction through the …
generated voice, and human service employee) on recovery satisfaction through the …
The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion
WM Hur, TW Moon, SJ Han - Journal of Service Theory and Practice, 2015 - emerald.com
Purpose–The purpose of this paper is to examine how customer incivility affects service
employees' emotional labor (ie surface acting) and the way surface acting augments their …
employees' emotional labor (ie surface acting) and the way surface acting augments their …