When do service employees smile? Response‐dependent emotion regulation in emotional labor-Reference-Cited by-同舟云学术

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When do service employees smile? Response‐dependent emotion regulation in emotional labor

Published:2021-10-06 Issue:9 Volume:42 Page:1202-1227
ISSN:0894-3796
Container-title:Journal of Organizational Behavior
language:en
Short-container-title:J Organ Behav

Author:

Ashtar Shelly¹,Yom‐Tov Galit B.¹,Akiva Navot²,Rafaeli Anat¹

Affiliation:

1. The Faculty of Industrial Engineering & Management Technion ‐ Israel Institute of Technology Haifa Israel

2. Data Science LivePerson Inc. Ra'anana Israel

Funder

Israel Science Foundation

Publisher

Wiley

Subject

Organizational Behavior and Human Resource Management,General Psychology,Sociology and Political Science,Applied Psychology

Link

https://onlinelibrary.wiley.com/doi/pdf/10.1002/job.2562

Reference117 articles.

1. The Practice of Crowdsourcing

2. Do Customer Emotions Affect Agent Speed? An Empirical Study of Emotional Load in Online Customer Contact Centers

3. Emotional Labor in Service Roles: The Influence of Identity

4. EMOTIONS IN ORGANIZATIONS: A MULTI-LEVEL PERSPECTIVE

5. Rumors of the death of emotional intelligence in organizational behavior are vastly exaggerated

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1. The Co-Production of Service: Modeling Services in Contact Centers Using Hawkes Processes;Management Science;2024-06-11

2. A narrative review of the research on school leaders’ emotional labor: a typology inspired by Habermas’s cognitive interests;Journal of Educational Administration;2024-04-25

3. Emotion regulation research in hospitality and tourism;International Journal of Contemporary Hospitality Management;2023-08-22

4. Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction;Journal of Service Research;2023-08-04

5. Dysfunctional customer behavior influences on employees’ emotional labor: The moderating roles of customer orientation and perceived organizational support;Frontiers in Psychology;2022-10-10

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