Display Rules Versus Display Autonomy: Emotion Regulation, Emotional Exhaustion, and Task Performance in a Call Center Simulation

Journal of Occupational Health Psychology

Volumn 12, Issue 3, 2007, Pages 301-318

  Goldberg, Lori Sideman ^a   Grandey, Alicia A ^b  

^a Personnel Decisions International Inc

^b PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

burnout; customer service; display rules; emotional labor; task performance

Indexed keywords

ARTICLE; ATTENTION; AUTOREGULATION; EMOTIONAL STRESS; EMOTIONALITY; ENERGY; FEMALE; FOLLOW UP; HOSTILITY; HUMAN; MALE; PRIORITY JOURNAL; SIMULATION; TASK PERFORMANCE;

ADOLESCENT; ADULT; BURNOUT, PROFESSIONAL; DATA COLLECTION; EMOTIONS; EMPLOYMENT; FATIGUE; FEMALE; HUMANS; INFORMATION CENTERS; INTERPERSONAL RELATIONS; PERSONAL AUTONOMY; TASK PERFORMANCE AND ANALYSIS; TELEPHONE;

EID: 34548857108     PISSN: 10768998     EISSN: None     Source Type: Journal    
DOI: 10.1037/1076-8998.12.3.301     Document Type: Article

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