What Have We Learned? Ten Years On - Research on Emotion in Organizations
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Published By Emerald Group Publishing Limited

9781780522081, 9781780522098

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Chapter 8 Display Rules and Emotional Labor within Work Teams

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007013 ◽

2011 ◽

pp. 197-223 ◽

Author(s):

William J. Becker ◽

Russell Cropanzano

Keyword(s):

Emotional Labor ◽

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Chapter 5 The Role of Emotions in Supporting Independent Professionals

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007010 ◽

2011 ◽

pp. 133-147 ◽

Author(s):

Tui McKeown ◽

Melanie Bryant ◽

Robyn Cochrane

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Chapter 7 Affective Events Theory as a Framework for Understanding Third-Party Consumer Complaints

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007012 ◽

2011 ◽

pp. 167-193 ◽

Author(s):

Rebekah Russell-Bennett ◽

Charmine E.J. Härtel ◽

Amanda Beatson

Keyword(s):

Third Party ◽

Affective Events Theory ◽

Consumer Complaints ◽

Affective Events

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Chapter 3 Tricks of the Trade: Customer Service Employee Strategies in Performing Emotion Work

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007008 ◽

2011 ◽

pp. 75-106

Author(s):

Sanjeewa Perera

Keyword(s):

Customer Service ◽

Emotion Work ◽

Service Employee

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Chapter 4 Sales Employee's Emotional Labor: A Question of Image or Support

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007009 ◽

2011 ◽

pp. 107-131 ◽

Author(s):

Sushanta K. Mishra

Keyword(s):

Emotional Labor

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Chapter 10 Managing Negative Emotions in Emergency Call Taking: A Heat-Model of Emotional Management

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007015 ◽

2011 ◽

pp. 257-286

Author(s):

Martin G.A. Svensson

Keyword(s):

Negative Emotions ◽

Emergency Call ◽

Emotional Management

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Research on Emotion in Organizations

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007021 ◽

2011 ◽

pp. ii

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Appendix: Conference Reviewers

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007019 ◽

2011 ◽

pp. 363

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Chapter 9 Emotional Intelligence as a Moderator of the Quality of Leader–Member Exchange and Work-Related Outcomes

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007014 ◽

2011 ◽

pp. 227-254 ◽

Author(s):

Nicholas Clarke ◽

Nomahaza Mahadi

Keyword(s):

Emotional Intelligence ◽

Leader Member Exchange ◽

Work Related ◽

Member Exchange

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Chapter 13 A Positive Approach to Workplace Bullying: Lessons from the Victorian Public Sector

What Have We Learned? Ten Years On - Research on Emotion in Organizations ◽

10.1108/s1746-9791(2011)0000007018 ◽

2011 ◽

pp. 341-362 ◽

Author(s):

Laura Barker

Keyword(s):

Public Sector ◽

Workplace Bullying ◽

Positive Approach

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