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WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.
Academy of Management Journal · 2003 · Vol. 46(1) · pp. 86–96
Alicia A. Grandey✉(Pennsylvania State University)
Abstract
Affective delivery, or expressing positive emotions in service interactions, helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act. Surfac...
Psychology of Social InfluenceEmotional Labor in ProfessionsCustomer Service Quality and LoyaltyPsychologyEmotional laborEmotional exhaustionService (business)Social psychologyApplied psychologyBusinessMarketingBurnoutClinical psychology
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A Conceptual Model of Service Quality and Its Implications for Future Research
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Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology.
Journal of Personality and Social Psychology · 1998 · 3,296 citations
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