Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship

By Joseph A. Allen, S. Pugh, Alicia A. Grandey, Markus Groth. 2010

124 citations recorded by the source corpus.

Subfields: Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/8ae6df3672b9a19b27ef886084d129c64a7a1450

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Citations in the corpus

Emotional Labor at a Crossroads: Where Do We Go from Here? (2015, background): “Employees who have a strong prosocial or customer orientation (i.e., a propensity to want to give outstanding customer service) are more likely to use deep acting in response to emotional requirements (Allen et al. 2010, Gabriel et al. 2015b, Maneotis et al. 2014).”
Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor (2012, unknown): “Little empirical research has been devoted to an integrated view, examining antecedents of emotional labor that may further influence the outcomes of emotional labor (Allen et al., 2010; Austin et al., 2008; Giardini and Frese, 2006).”
Enhancing emotional performance and customer service through human resources practices: A systems perspective ☆ (2016, unknown): “Additional candidates for consideration include personality traits like extraversion (Chi et al., 2011; Judge et al., 2009), customer orientation (Allen et al., 2010), emotional labor self-ef ﬁ cacy (Pugh et al., 2011), and emotion demands-abilities ﬁ t (Diefendorff et al., 2014), which has…”
Differences in Emotional Labor Across Cultures: A Comparison of Chinese and U.S. Service Workers (2013, unknown): “Organizations develop display rules as a means of governing the emotional tone of the customer-service interface with these rules typically including expectations to express positive emotions and suppress negative emotions (Allen et al. 2010).”
Frontline Employee Customer-Oriented Attitude in the Presence of Job Demands and Resources (2016, background): “…encounters, as opposed to simply engaging in desired behaviors without actually experiencing the associated strong desire for helping the customer (Allen et al. 2010; Stock and Hoyer 2005 The preceding discussion supports the following hypoth- eses, as depicted in Figure 1: Hypothesis 1a: POS…”