Emotional Labor in Service Roles: The Influence of Identity

Keywords

Emotional labor, Emotive, Social psychology, Alienation, Cognitive dissonance

References

• The Services Economy: Lever to GrowthJacques Nusbaumer — 1987
• Paradoxes of group life: Understanding conflict, paralysis, and movement in group dynamics.Kenwyn K. Smith, David N. Berg — 1987
• Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations, and MarketingD. Bowen, R. B. Chase, T. Cummings — 1990
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• Psychology of intergroup relationsWilliam G. Austin, Stephen Worchel — 1986
• Burnout: The Cost of CaringChristina Maslach — 1982
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• Delivering quality service : balancing customer perceptions and expectationsV. Zeithaml, A. Parasuraman, L. Berry — 1990
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• Occupational Communities: Culture and Control in OrganizationsJohn Van Maanen, Stephen R. Barley — 1982
• Professionals, authority, and group life: A case study of a law firmLarry Hirschhorn — 1989
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• The Real Self: From Institution to ImpulseRalph H. Turner — 1976
• Measuring affect at work: confirmatory analyses of competing mood structures with conceptual linkage to cortical regulatory systems.Michael J. Burke, Arthur P. Brief, Jennifer M. George — 1989
• On the various and changing meanings of organizational membership: A field study of organizational identificationGeorge Cheney — 1983
• Emotion Work, Feeling Rules, and Social StructureArlie Russell Hochschild — 1979
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• The service organization: Climate is crucialBenjamin Schneider — 1980
• Death telling: managing the delivery of bad news.Robert E. Clark, Emily E. LaBeff — 1982

Cited by

• Laboring Lesbians at Gas Stations: Pumping the "Good Life"Amy Jo Tweedy — 2014
• The Everyday Management of a Hard of Hearing IdentityJessica West — 2012
• Emotion Regulation and Strain in Corrections Officers: Examining the Role of Recovery Experiences and Coping MechanismsFrankie Guros — 2013
• [Study of career motivators affecting the emotional labour of health care professionals in oncology].Kornélia Szluha, Kornélia Lazányi, Ákos G. Horváth — 2008
• Trait Emotional Intelligence, Personality and the Self-Perceived Performance Ratings of Casino Key Account RepresentativesCatherine Prentice — 2008
• Leadership styles, emotion regulation, and burnout.Budi Rofelawaty — 2015
• Emotional labor in a gendered occupation: The work of a female funeral directorAllison Scott Pruitt — 2012
• THE RELATIONSHIP BETWEEN MOOD, EMOTIONAL LABOR, EGO DEPLETION, AND CUSTOMER OUTCOMES OVER TIMEEric S. McKibben — 2010
• Employee Flow as an Integrated and Qualitative System: Impact on Business-to-Business Service QualityGregory John Lee — 2010
• Gender, Power and Post-Bureaucracy : Work Ideals in IT ConsultingHelen Peterson — 2005
• The host-guest relationship and 'emotion management' : perspectives and experiences of owners of small hotels in a major UK resortAnne Benmore — 2010
• TOWARDS EXPLAINING EMOTIONAL LABOR: THE ROLE OF EMOTIONAL DISCREPANCIESPatricia B. Barger — 2006
• A multi-level view of leadership and emotions: Leading with emotional laborNeal M. Ashkanasy, Ronald H. Humphrey — 2011
• 感情労働尺度日本語版(ELS-J)の作成Daiki Sekiya, Shintaro Yukawa — 2014
• Emotion experience, emotional intelligence and well-being in South AfricaNadia Botma — 2009
• Emotional Suppression to Regulated Empathy: From One Face of Control to AnotherGlenda Maconachie — 2005
• Blurring Boundaries: Mexican-American Border Patrol Agents Performing Border Guard Roles and Experiencing Emotional LaborAaron Hockman — 2012
• Emotional Intelligence, Emotional Labour andOrganisational Citizenship Behaviour in serviceenvironmentsYashotha Ramachandran, Peter J. Jordan, Ashlea C. Troth — 2011
• Emotions in classroom microsituations: a sociocultural perspectiveEncinas Sánchez, Lilia Mabel — 2014
• The Authenticity of Positive Emotional Displays: Client Responses to Leisure Service EmployeesMary Ann Collishaw, Linda Dyer, Kathleen Boies — 2008

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