• Publications
  • Influence
Emotion regulation in the workplace: a new way to conceptualize emotional labor.
  • A. Grandey
  • Medicine, Psychology
  • Journal of occupational health psychology
  • 2000
TLDR
The purposes of this article are to provide a definition of emotional labor that integrates these perspectives, to discuss emotion regulation as a guiding theory for understanding the mechanisms ofotional labor, and to present a model of emotional Labor that includes individual differences and organizational factors. Expand
WHEN 'THE SHOW MUST GO ON': SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY
Affective delivery, or expressing positive emotions in service interactions, helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act. Surfac...
Emotional labor and burnout: Comparing two perspectives of "people work"
Abstract Although it has often been presumed that jobs involving “people work” (e.g., nurses, service workers) are emotionally taxing (Maslach & Jackson, 1982), seldom is the emotional component ofExpand
The Conservation Of Resources model applied to work–family conflict and strain.
Abstract As more employees are juggling work and family demands, it is important for researchers to study the consequences of role stress and work–family conflict. In this study, predictions for aExpand
The relationship of organizational politics and support to work behaviors, attitudes, and stress
The purpose of this paper is to report two studies that investigated the consequences of organizational politics and organizational support on two separate samples of employees. Study 1 surveys 69Expand
The customer is not always right: customer aggression and emotion regulation of service employees
Research on work aggression or anger has typically focused on supervisors and co-workers as the instigators of aggression; however, aggressive customers are also likely and may have uniqueExpand
Is “service with a smile” enough? Authenticity of positive displays during service encounters
Abstract Service providers use impression management strategies to engender satisfaction and repeat business in customers. Managing emotional expressions is one strategy to meet those goals. WeExpand
Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation.
TLDR
Using a call center simulation with three "customer" interactions, the authors found that participants given positive display rules reported more postsimulation exhaustion and made more errors on the order form compared to those with display autonomy. Expand
Emotional Labor at a Crossroads: Where Do We Go from Here?
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 psychology. AsExpand
Service with a smile and encounter satisfaction: emotional contagion and appraisal mechanisms
Primitive emotional contagion has been proposed to explain why “service with a smile” predicts encounter satisfaction. We provide a comprehensive test of this mechanism by examining mimicry and moo...
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