A Study on the Relations among Emotional Labor Types, Perception of Emotional Display Rules and Emotion Regulation Strategies of Childcare Center Teachers

2020 ◽  
Vol 20 (3) ◽  
pp. 25-40
Author(s):  
Dong Ju Shin ◽  
So Myoung Um
Keyword(s):  
Emotion Regulation ◽  
Emotional Labor ◽  
Display Rules ◽  
Emotion Regulation Strategies ◽  
Emotional Display ◽  
Regulation Strategies ◽  
Childcare Center ◽  
Emotional Display Rules

Emotional labor threatens decent work: A proposal to eradicate emotional display rules

2015 ◽  
Vol 36 (6) ◽  
pp. 770-785 ◽  
Author(s):  
Alicia A. Grandey ◽  
Deborah Rupp ◽  
William N. Brice
Keyword(s):  
Emotional Labor ◽  
Display Rules ◽  
Decent Work ◽  
Emotional Display ◽  
Emotional Display Rules

scholarly journals Do Customers Regulate their Emotions? Development and Validation of a Model of Customer Emotional Labor

2021 ◽  
Vol 5 (4) ◽  
pp. 241-255
Author(s):  
Ruth A. Imose ◽  
Arielle P. Rogers ◽  
Mahesh Subramony
Keyword(s):  
Emotion Regulation ◽  
Qualitative Study ◽  
Emotional Labor ◽  
Service Management ◽  
Display Rules ◽  
Management Research ◽  
Labor Theory ◽  
Emotional Display ◽  
Value Cocreation ◽  
Development And Validation

Adopting an interdisciplinary perspective, this article integrates service literature on value cocreation with the psychological literature on emotional labor. Highlighting the co-production of services by both customers and employees, this research applies emotional labor theory to customers’ emotion regulation and expression. We explore the argument that customers perceive emotional display rules in service establishments and engage in goaldirected emotion regulation (i.e., customer emotional labor; CEL), using qualitative (Study 1) and quantitative (Study 2) methodologies. Descriptive findings from Study 1 provide evidence for the existence of CEL. Study 2 assesses the psychometric soundness of a newly developed customer display rules scale, and quantitatively tests a conceptual framework by examining antecedents and outcomes of customer emotion regulation. Findings of each study, the implications of this work, and avenues for future service management research are addressed.

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