The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Emotional Labor in Service Roles: The Influence of Identity
Abstract
Emotional labor is the display of expected emotions by service agents during service encounters. It is performed through surface acting, deep acting, or the expression of genuine emotion. Emotional labor may facilitate task effectiveness and self-expression, but it also may prime customer expectations that cannot be met and may trigger emotive dissonance and self-alienation. However, following social identity theory, we argue that some effects of emotional labor are moderated by one's social and personal identities and that emotional labor stimulates pressures for the person to identify with the service role. Research implications for the micro, meso, and macro levels of organizations are discussed.
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Cites
“Stress: appraisal and coping,”
Folkman, S. (2013) · Encyclopedia of Behavioral Medicine · doi:10.1007/978-1-4419-1005-9_215 · Cited by 27,833
The Social Identity Theory of Intergroup Behavior
Tajfel, H., & Turner, J. C. (2004) · Political Psychology · doi:10.4324/9780203505984-16 · Cited by 13,467
PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK.
Kahn, W. A. (1990) · Academy of Management Journal · doi:10.2307/256287 · Cited by 10,975
Emotion Work, Feeling Rules, and Social Structure
Hochschild, A. R. (1979) · American Journal of Sociology · doi:10.1086/227049 · Cited by 5,962
The Double-Edge of Organizational Legitimation
Ashforth, B. E., & Gibbs, B. W. (1990) · Organization Science · doi:10.1287/orsc.1.2.177 · Cited by 2,228
Self-citationEmotional Labour: Skill and Work in the Social Regulation of Feelings
Abstract, N. J. (1989) · The Sociological Review · doi:10.1111/j.1467-954x.1989.tb00019.x · Cited by 752
Cited by
Provisional Selves: Experimenting with Image and Identity in Professional Adaptation
Ibarra, H. (1999) · Administrative Science Quarterly · doi:10.2307/2667055 · Cited by 2,702
Grandey, A. A. (2003) · Academy of Management Journal · doi:10.2307/30040678 · Cited by 2,285
The Autonomy Paradox: The Implications of Mobile Email Devices for Knowledge Professionals
Mazmanian, M., Orlikowski, W. J., & Yates, J. (2013) · Organization Science · doi:10.1287/orsc.1120.0806 · Cited by 1,364
Authentic leadership: A review of the literature and research agenda
Gardner, W. L., Cogliser, C. C., Davis, K. M., & Dickens, M. P. (2011) · The Leadership Quarterly · doi:10.1016/j.leaqua.2011.09.007 · Cited by 1,340
The relation between emotional intelligence and job performance: A meta-analysis
O'Boyle, E. H., Humphrey, R. H., Pollack, J. M., Hawver, T. H., & Story, P. A. (2011) · Journal of Organizational Behavior · doi:10.1002/job.714 · Cited by 1,122
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Metadata
- Authors
- Ashforth, B. E., & Humphrey, R. H.
- Venue
- The Academy of Management Review
- Publisher
- Academy of Management
- Published
- 1993-01
- Volume
- 18
- Issue
- 1
- Pages
- 88
- ISSN
- 0363-7425 (ISSN-L)
- OpenAlex
- W2026329655
- Cited by
- 3,267
- References
- 6
- FWCI
- 46.57
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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