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:
23
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