It's not only clients: Studying emotion work with clients and co-workers with an event-sampling approach

By Franziska Tschan, S. Rochat, Dieter Zapf. 2005

152 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/a56c12b10b083c70a7d1a7fbe4269b534e11850d

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In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

On the positive aspects of customers: Customer‐initiated support and affective crossover in employee–customer dyads (2011, background): “Employees‘ communication skills are required within the conversation to cognitively and emotionally engage in the customers‘ actual state (e.g., Comer & Drollinger, 1999; Stock & Hoyer, 2005; Tschan et al, 2005).”
Emotional Labor at a Crossroads: Where Do We Go from Here? (2015, background): “…do themaindistinctions andassumptions of emotional labor change when we move away from the labor required of low-status service providers with one-time customers to more intimate/equal-status relationships or higher-status actors with more resources (Diefendorff et al. 2010, Tschan et al. 2005)?”
Emotion regulation in leader–follower relationships (2008, background): “For example, a study of 78 employees in service and nonservice professions has shown that emotional labour is not restricted to client or customers but also is performed among co-workers (Tschan et al., 2005).”
Emotional dissonance in call centre work (2010, background): “In line with this differentiation, emotional dissonance experiences are sometimes also referred to as “surface acting” ( Tschan et al. , 2005”
Emotional regulation as a mediator between interpersonal mistreatment and distress (2013, background): “Although there are some exceptions (see Totterdell & Holman, 2003 ; Tschan, Rochat, & Zapf, 2005 ), most of this research has focused on interpersonal mistreatment arising from interactions with customers (Grandey et al, 2007 ).”
Diary Studies in Organizational Research: An Introduction and Some Practical Recommendations (2010, background): “An example is the assessment of emotion work requirements in social interactions (Tschan et al., 2005).”
On the positive and negative effects of emotion work in organizations (2006, background): “Surface acting as a strategy, however, was related to emotional exhaustion both in questionnaire studies (Brotheridge & Grandey, 2002 ; Grandey, 2003 ; Kruml & Geddes, 2000 ) as well as in diary studies (Totterdell & Holman, 2003 ; Tschan, Rochat, & Zapf, 2005 ).”