Emotion regulation in the workplace: a new way to conceptualize emotional labor.
- A. Grandey
- BusinessJournal of Occupational Health Psychology
- 2000
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.
WHEN 'THE SHOW MUST GO ON': SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY
- A. Grandey
- Business
- 1 February 2003
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"
- C. Brotheridge, A. Grandey
- Psychology
- 1 February 2002
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 of…
The Conservation Of Resources model applied to work–family conflict and strain.
- A. Grandey, R. Cropanzano
- Psychology
- 1 April 1999
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 a…
The relationship of organizational politics and support to work behaviors, attitudes, and stress
- R. Cropanzano, John C. Howes, A. Grandey, P. Toth
- Psychology
- 1 March 1997
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 69…
The customer is not always right: customer aggression and emotion regulation of service employees
- A. Grandey, D. Dickter, Hock-Peng Sin
- Psychology
- 1 May 2004
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 unique…
Is “service with a smile” enough? Authenticity of positive displays during service encounters
- A. Grandey, Glenda M. Fisk, A. Mattila, K. Jansen, L. Sideman
- Business
- 2005
Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation.
- Lori S. Goldberg, A. Grandey
- PsychologyJournal of Occupational Health Psychology
- 1 July 2007
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.
Emotional Labor at a Crossroads: Where Do We Go from Here?
- A. Grandey, Allison S. Gabriel
- Psychology
- 10 April 2015
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. As…
Must "service with a smile" be stressful? The moderating role of personal control for American and French employees.
- A. Grandey, Glenda M. Fisk, D. D. Steiner
- BusinessJournal of Applied Psychology
- 1 September 2005
It is argued that personal control over behavior, in the job and within the national culture, provides compensatory resources that reduce job strain and practical suggestions for minimizing job strain are proposed.
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