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| Tekijä: | Ashforth, B.E. Humphrey, R.H. |
| Otsikko: | Emotional labor in service roles: the influence of identity (Verhaltenswissenschaften; Dienstleistungsbetriebe) |
| Lehti: | Academy of Management Review
1993 : JAN, VOL. 18:1, p. 88-115 |
| Asiasana: | |
| Vapaa asiasana: | ARBEITSPSYCHOLOGIE, ORGANISATIONSPSYCHOLOGIE, PSYCHOLOGIE |
| Kieli: | eng |
| Tiivistelmä: | Emotional labor is the display of expected emotions by service agents during service encounters. It is performed through surface acting, deep acting, or the expression of genuine emotion. Following social identity theory, the authors argue that some effects of emotional labor are moderated by one's social and personal identities and that emotional labor stimulates pressures for the person to identify with the service role. Research implications for the micro, and macro levels of organizations are discussed. |
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