Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor

PurposeThis study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory, we hypothesized that two control systems, an outcome-based control system (OBCS) and a behavior-based control syst...

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Bibliographic Details
Published in:Journal of service theory and practice 2024-10, Vol.34 (6), p.915-940
Main Authors: Hur, Won-Moo, Park, Hyewon, Chung, June-ho
Format: Article
Language:English
Subjects:
Behavior
Customer services
Dehumanization
Emotions
Employee involvement
Employees
Organisms
Quality of service
Success
Well being
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