Purpose This paper aims to develop a comprehensive model on intra-and interpersonal
emotion regulation (ER) in hospitality and tourism (H&T) service encounters …

This study introduces affect-as-information theory to the service encounter, integrates it with
the peak and end model of affect, and thereby shows that these dynamic customer and …

Women use power in more prosocial ways than men and they also engage in more
emotional labor (ie, self-regulate their emotions to respond and attend to the needs and …

Purpose Guided by Habermas's three cognitive interests, this paper reviews the studies on
school leaders' emotional labor. It seeks to provide a typology of how researchers inquire …

Drawing on both the organization identification and impression management theories, we
propose that perceived external prestige of frontline employees influences their emotional …

In customer support contact centers, every service interaction involves a messaging
dialogue between a customer and an agent; together, they exchange information, solve …

Automatic speech emotion recognition (SER) may assist call center service employees in
deciphering and regulating customer emotions. In order to contribute to a successful …

Despite increasing interest being given to dysfunctional customer behavior in multiple
service sectors, it is unclear how and why different types of dysfunctional customer behavior …

The impetus for this special issue, which focuses on the role of affect in interpersonal work
relationships, derives from recent concerns scholars have expressed about one model of …

We study the joint effects of motivation and workload on human servers' service time. Using
operational and survey data from a call center with a pooled queue structure and limited …