Must "service with a smile" be stressful? The moderating role of personal control for American and French employees.

  title={Must "service with a smile" be stressful? The moderating role of personal control for American and French employees.},
  author={Alicia A Grandey and Glenda M. Fisk and Dirk D. Steiner},
  journal={The Journal of applied psychology},
  volume={90 5},
Suppressing and faking emotional expressions depletes personal resources and predicts job strain for customer-contact employees. The authors argue that personal control over behavior, in the job and within the national culture, provides compensatory resources that reduce this strain. With a survey study of 196 employees from the United States and France, the authors supported that high job autonomy buffered the relationship of emotion regulation with emotional exhaustion and, to a lesser extent… 

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