The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.
Abstract
Affective delivery, or expressing positive emotions in service interactions, helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act. Surfac...
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“People may down-or up-regulate their emotional expressions strategically, creating a gap between the emotions they express and those they internally feel, in light of situational requirements or social goals”
From The Social Effects of Emotions (2022) · cites this paper as Grandey 2003
In the citing paper
“Furthermore, employees who used surface acting to regulate their emotional expressions were perceived as less sincere by peers than those who used deep acting (Grandey 2003), and their service was rated less favorably by customers (Groth et al. 2009).”
From The Social Effects of Emotions (2022) · cites this paper as Grandey 2003
Citations
Cites
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SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
Pugh, S. D. (2001) · Academy of Management Journal · doi:10.2307/3069445 · Cited by 1,393
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Metadata
- Authors
- Grandey, A. A.
- Affiliations
- Pennsylvania State University (US)
- Corresponding author
- Grandey, A. A.
- ORCID
- Grandey, A. A.
- Venue
- Academy of Management Journal
- Publisher
- Academy of Management
- Published
- 2003-02-01
- Volume
- 46
- Issue
- 1
- Pages
- 86-96
- ISSN
- 0001-4273 (ISSN-L)
- 1948-0989
- OpenAlex
- W2090549016
- Cited by
- 2,285
- References
- 3
- Citations by year
- 2026: 132 · 2025: 125 · 2024: 116 · 2023: 153 · 2022: 124 · 2021: 141 · 2020: 168 · 2019: 148 · 2018: 126 · 2017: 136 · 2016: 118 · 2015: 125 · 2014: 112 · 2013: 109 · 2012: 95
- FWCI
- 68.79
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Academy of Management Journal (publishedVersion)
- Topics
- Social Sciences › Sociology and Political Science › Emotional Labor in Professions
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
- Social Sciences › Psychology › Social Psychology › Stress and Burnout Research
- Keywords
- surface acting, deep acting, emotional exhaustion, service delivery, display rules, customer satisfaction, service employees, peer ratings
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