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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In the citing paper
“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
Baron, R. M., & Kenny, D. A. (1986) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.51.6.1173 · Cited by 91,532
Gross, J. J. (1998) · Journal of Personality and Social Psychology · doi:10.1037//0022-3514.74.1.224 · Cited by 4,671
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
Cited by
Sorted by citations
Brave new world: service robots in the frontline
Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0119 · Cited by 2,315
Emotional intelligence: An integrative meta-analysis and cascading model
Joseph, D. L., & Newman, D. A. (2010) · Journal of Applied Psychology · doi:10.1037/a0017286 · Cited by 1,722
Hülsheger, U. R., Alberts, H. J. E. M., Feinholdt, A., & Lang, J. W. B. (2013) · Journal of Applied Psychology · doi:10.1037/a0031313 · Cited by 1,433
An appraisal perspective of teacher burnout: Examining the emotional work of teachers
Chang, M.-L. (2009) · Educational Psychology Review · doi:10.1007/s10648-009-9106-y · Cited by 1,349
The Sociology of Emotional Labor
Wharton, A. S. (2009) · Annual Review of Sociology · doi:10.1146/annurev-soc-070308-115944 · Cited by 801
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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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
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Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. https://app.cochat.ai/papers/10.2307/30040678
- The paper
- Grandey, A. A. (2003). WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. Academy of Management Journal. https://doi.org/10.2307/30040678
