Customer (In) justice and emotional labor: The role of perspective taking, anger, and emotional regulation

Journal of Management

Volumn 34, Issue 5, 2008, Pages 903-924

  Rupp, Deborah E ^a   Silke McCance, A ^a   Spencer, Sharmin ^b   Sonntag, Karlheinz ^c  

^a UNIVERSITY OF ILLINOIS AT URBANA CHAMPAIGN   (United States)

^b DEPAUW UNIVERSITY   (United States)

^c UNIVERSITY OF HEIDELBERG   (Germany)

Author keywords

Anger; Customer service; Emotional labor; Emotional regulation; Emotions; Empathy; Fairness; Justice; Organizational fairness; Organizational justice; Perspective taking; Surface acting

Indexed keywords

EID: 51849085211     PISSN: 01492063     EISSN: 15571211     Source Type: Journal    
DOI: 10.1177/0149206307309261     Document Type: Article

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