Emotional Labor in Service Roles: The Influence of Identity
- B. Ashforth, R. Humphrey
- Psychology
- 1993
Emotional labor is the display of expected emotions by service agents during service encounters. It is performed through surface acting, deep acting, or the expression of genuine emotion. Emotional…
Emotion in the Workplace: A Reappraisal
- B. Ashforth, R. Humphrey
- Psychology
- 1 February 1995
Although the experience of work is saturated with emotion, research has generally neglected the impact of everyday emotions on organizational life. Further, organizational scholars and practitioners…
The many faces of emotional leadership
- R. Humphrey
- Business
- 1 October 2002
The relation between emotional intelligence and job performance: A meta‐analysis
- Ernest H. O’Boyle, R. Humphrey, J. Pollack, Thomas H. Hawver, Paul A. Story
- Psychology
- 1 July 2011
This meta-analysis builds upon a previous meta-analysis by (1) including 65 per cent more studies that have over twice the sample size to estimate the relationships between emotional intelligence…
The bright side of emotional labor
- R. Humphrey, B. Ashforth, J. Diefendorff
- Business
- 1 August 2015
Emotional labor (expressing emotions as part of one's job duties, as in “service with a smile”) can be beneficial for employees, organizations, and customers. Meta-analytical summaries reveal that…
Leading with emotional labor
- R. Humphrey, J. Pollack, Thomas H. Hawver
- Business
- 15 February 2008
Purpose – This paper seeks to argue that leaders perform emotional labor whenever they display emotions in an attempt to influence their subordinates' moods and…
Current Emotion Research in Organizational Behavior
- N. Ashkanasy, R. Humphrey
- Psychology
- 1 April 2011
Despite a long period of neglect, research on emotion in organizational behavior has developed into a major field over the past 15 years, and is now seen to be part of an affective revolution in the…
Empathy and the emergence of task and relations leaders
- Janet B. Kellett, R. Humphrey, R. Sleeth
- Psychology
- 1 April 2006
The Ubiquity and Potency of Labeling in Organizations
- B. Ashforth, R. Humphrey
- Psychology
- 1 February 1997
Drawing on categorization theory, semiotics, and labeling theory, we argue that categories and labels are widely utilized by individuals in organizational settings to help structure and simplify the…
Emotional Intelligence: Sine Qua Non of Leadership or Folderol?
- Frank Walter, Michael S. Cole, R. Humphrey
- Business
- 1 February 2011
Executive Overview Emotional intelligence (EI) is a divisive topic for many individuals interested in the subject of leadership. Whereas practitioner-oriented publications have claimed that EI is the…
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