Emotional labor threatens decent work: A proposal to eradicate emotional display rules

Emotional labor—the management of emotional displays as part of one’s work role—has emerged as a growth area of study within organizational behavior and customer service research. In this article, we call attention to the human costs of “service with a smile” requirements with little benefits. We fi...

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Bibliographic Details
Published in:	Journal of organizational behavior 2015-08, Vol.36 (6), p.770-785
Main Authors:	Grandey, Alicia A., Rupp, Deborah, Brice, William N.
Format:	Article
Language:	English
Subjects:	Autonomy Belonging Consumers Cost benefit analysis Customer service Customer services Customers decent work emotion regulation emotional dissonance Emotional labor Emotions Employees Expectations Injustice Occupational roles Organizational behavior Organizational justice Organizational research person-centric Point-Counterpoint Positive emotions Procedural justice Quality of service Rules Self control Self determination Studies Task performance Well being Workforce
Online Access:	Get full text
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