Format

Send to:

Choose Destination
See comment in PubMed Commons below
J Occup Health Psychol. 2003 Jan;8(1):55-73.

Emotion regulation in customer service roles: testing a model of emotional labor.

Author information

  • 1Institute of Work Psychology, University of Sheffield, England. p.totterdell@sheffield.ac.uk

Abstract

The study used a time-sampling method to test aspects of A. Grandey's (2000) emotion regulation model of emotional labor. Eighteen customer service employees from a call center recorded data on pocket computers every 2 hr at work for 2 weeks. Participants completed ratings of emotion regulation, events, expressed and felt emotions, well-being, and performance on 537 occasions and completed questionnaires containing individual and organizational measures. Multilevel analyses supported many aspects of the model but indicated that it has to be implemented precisely in terms of regulating emotion for organizational goals. Results also showed that deep and surface acting had different consequences for employees. Overall, the study found that emotion regulation is a viable platform for understanding emotional labor.

PMID:
12553529
[PubMed - indexed for MEDLINE]
PubMed Commons home

PubMed Commons

0 comments
How to join PubMed Commons

    Supplemental Content

    Full text links

    Icon for American Psychological Association
    Loading ...
    Write to the Help Desk