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The state of the heart: Emotional labor as emotion regulation reviewed and revised.
Emotional labor has been an area of burgeoning research interest in occupational health
psychology in recent years. Emotional labor was conceptualized in the early 1980s by …
psychology in recent years. Emotional labor was conceptualized in the early 1980s by …
The acceleration of emotional labor research: Navigating the past and steering toward the future
The past four decades of scholarship on emotional labor—the regulation of feelings and
expressions performed to fulfill interpersonal work role expectations—has transformed our …
expressions performed to fulfill interpersonal work role expectations—has transformed our …
Impact of the COVID-19 pandemic on travelers' preference for crowded versus non-crowded options
Crowding is a critical determinant of consumers' satisfaction with and preferences for
different shop** and travel situations. When considering a selection of travel and …
different shop** and travel situations. When considering a selection of travel and …
Emotional labor: Regulating emotions for a wage
Many employees perform emotional labor, regulating their emotions to meet organizationally
mandated display rules (eg,“service with a smile”), which has both professional and …
mandated display rules (eg,“service with a smile”), which has both professional and …
The impact of AI-enabled service attributes on service hospitableness: the role of employee physical and psychological workload
Purpose Hospitableness lies in the center of hospitality services. With the infusion of artificial
intelligence (AI) technology in the hospitality industry, managers are concerned about how …
intelligence (AI) technology in the hospitality industry, managers are concerned about how …
[HTML][HTML] Abusive supervision and emotional labour on a daily basis: The role of employee mindfulness
This study examined the relationships between abusive supervision, subordinates' work
engagement and their emotional labour on a daily basis. Based on an experience sampling …
engagement and their emotional labour on a daily basis. Based on an experience sampling …
Emotion work: A work psychology perspective
Emotion work, the management of feelings and emotional displays in response to emotion
work requirements, can have both positive and negative effects on well-being and …
work requirements, can have both positive and negative effects on well-being and …
Supervisor incivility, job insecurity, and service performance among flight attendants: the buffering role of co-worker support
Workplace incivility has received increasing attention from hospitality and tourism scholars
because of its implications for service outcomes. In the present study, we focused on …
because of its implications for service outcomes. In the present study, we focused on …
Customer incivility and service sabotage in the hotel industry
Purpose Using equity theory, this study aims to examine the role of customer incivility in
effecting service sabotage among hotel employees by recognizing the mediating role of …
effecting service sabotage among hotel employees by recognizing the mediating role of …
Emotion cycles in services: emotional contagion and emotional labor effects
Service organizations encourage employees to express positive emotions in service
encounters, in the hope that customers “catch” these emotions and react positively. Yet …
encounters, in the hope that customers “catch” these emotions and react positively. Yet …