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
