Emotion regulation in customer service roles: testing a model of emotional labor.

By Peter Totterdell, David Holman. Journal of Occupational Health Psychology, 2003

654 citations recorded by the source corpus.

Subfields: General Health Professions, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/c1413057fa007e0c071bb4ed40ad2ad83f66cb9e

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Citations in the corpus

Chinese hotel employees in the smiling masks: roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance (2012, background): “expression of unfriendly emotions (Totterdell and Holman 2003), hotel frontline staff may easily”
Why Does Affect Matter in Organizations (2007, background): “…increasing performance—such as salespeople keeping an upbeat, enthusiastic expression with customers to encourage purchasing behavior (Pugh, 2001; Totterdell & Holman, 2003); lawyers using an aggressive, angry tone to encourage compliance in adversaries (Pierce, 1995); medical professionals…”
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).”
How Emotional Labor and Ethical Leadership Affect Job Engagement for Chinese Public Servants (2014, background): “This finding supports the assertion that the amount of cognitive and motivational resources invested in the authentic display of emotion is much lower than that which is required when pretending (Goldberg & Grandey, 2007; Totterdell & Holman, 2003).”
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).”
Emotion regulation in leader–follower relationships (2008, background): “…authors have concluded that emotional labour is negatively correlated with job satisfaction (Abraham, 1998; Grandey, 2000; Härtel, Hsu, & Boyle, 2002; Zapf, 2002) and positively related to stress and burnout (Brotheridge & Lee, 2002; Hochschild, 1983; Mann, 1999; Totterdell & Holman, 2003).”
Alleviating the Burden of Emotional Labor (2013, neutral): “…& Kunda, 1989), lower levels of performance (e.g., Baumeister, Bratslavsky, Muraven, & Tice, 1998; Goldberg & Grandey, 2007; Richards & Gross, 1999; Totterdell & Holman, 2003), withdrawal behaviors (e.g., absenteeism; Bailey, 1996; Cordes & Dougherty, 1993; Grandey et al., 2004), intentions to…”
Social Stressors and Strain Among Police Officers (2010, methodology): “Research examining social stressors arising from interactions with those outside the organization has shown that they are related to strains such as emotional exhaustion (Grandey et al., 2007) and reduced psychological well-being (Totterdell & Holman, 2003).”
Chameleonic or Consistent? A Multilevel Investigation of Emotional Labor Variability and Self-Monitoring (2012, background): “…of the findings on the short-term benefits of deep acting that experiencesampling studies have revealed (Judge et al., 2009; Scott & Barnes, 2011; Totterdell & Holman, 2003), but the eventual feelings of self-alienation, inauthenticity, and the blunting of felt emotion might explain some of…”
Is “service with a smile” enough? Authenticity of positive displays during service encounters (2005, methodology): “Though we used a trained actress, it should be noted that real employees report using these techniques (Grandey, 2003; Grandey, Dickter, & Sin, 2004; Totterdell & Holmann, 2003), and studies have shown people could be trained to modify expressions effectively (Ekman & Friesen, 1982; Totterdell &…”
Experience sampling mood and its correlates at work (2005, background): “…over time in a work setting (e.g. Fisher & Noble, 2000; Ilies & Judge, 2002; Teuchmann, Totterdell, & Parker, 1999; Totterdell, 1999, 2000; Totterdell & Holman, 2003; Zohar, 1999), the current study expands these findings by randomly sampling experiences, studying typical organizational…”
What goes around comes around: How meso-level negative emotional contagion can ultimately determine organizational attitudes toward leaders (2009, neutral): “…roles, for instance, often perform emotional labor owing to set expectations and display rules that demand followers to express positive emotions and withhold negative emotions on the job (Brotheridge & Grandey, 2002; Grandey, 2003; Grandey, Dicktner & Hock, 2004; Totterdell & Holman, 2003).”
Emotional intelligence: an integrative meta-analysis and cascading model. (2010, background): “Surface acting also results in more stress than does deep acting (Beal, Trougakos, Weiss, & Green, 2006; Grandey, 2003; Grandey, Dickter, & Sin, 2004; Totterdell & Holmann, 2003).”