Emotion Display Rules at Work in the Global Service Economy: The Special Case of the Customer

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Emotional Labor at a Crossroads: Where Do We Go from Here? (2015, background): “…and individualistic countries, such as being more accepting of expressing negative emotions with coworkers in the United States than in Singapore, but suppressing negative emotions with customers was a strongly held norm that varied little by country (e.g., Grandey et al. 2010, Moran et al. 2013).”
The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes (2015, unknown): “the USA) (Grandey et al., 2010; Kalat and Shiota, 2007; Lee, 2010; Moran et al., 2013).”
Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, methodology): “Although using student samples is sometimes considered a limitation in marketing research, several studies have used them successfully (Grandey et al., 2010; Hennig-Thurau et al., 2006).”
The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction (2018, unknown): “For example, the stereotype of service in the United States is one of exaggerated smiles and enthusiasm, creating an emotional display norm of relatively more intense (positive) emotion (Grandey, Rafaeli, Ravid, Wirtz, & Steiner, 2010; Rafaeli & Sutton, 1989).”