There is more than obeying display rules: Service employees' motives for emotion regulation in customer interactions - Research Information System | University of Kassel

Journal article

There is more than obeying display rules: Service employees' motives for emotion regulation in customer interactions

Publication Details

Authors:

Gilsa, L.; Zapf, D.; Ohly, S.; Trumpold, K.; Machowski, S.

Publication year:

2014

Journal:

European Journal of Work and Organizational Psychology

Pages range:

884-896

Volume number:

Start page:

884

End page:

896

ISSN:

1359-432X

Keywords

Diary study, Display rules, Emotion regulation strategies, Emotion work, Motives, Service employee-customer interaction

Last updated on 2019-25-07 at 15:22