Psychophysiological effects of emotional display rules and the moderating role of trait anger in a simulated call center

Anxiety, Stress and Coping

Volumn 24, Issue 4, 2011, Pages 421-438

  Rohrmann, Sonja ^a   Bechtoldt, Myriam N ^a   Hopp, Henrik ^b   Hodapp, Volker ^a   Zapf, Dieter ^a  

^a GOETHE UNIVERSITY   (Germany)

^b UNIVERSITY OF DENVER   (United States)

Author keywords

Call center; Emotional labor; Psychophysiology; Trait anger

Indexed keywords

ADOLESCENT; ADULT; ANGER; AROUSAL; ARTICLE; BLOOD PRESSURE; CONSUMER; DEFENSE MECHANISM; EMOTION; FACIAL EXPRESSION; FEMALE; HEART RATE; HUMAN; INDIVIDUALITY; OCCUPATIONAL DISEASE; ORGANIZATION; PATHOPHYSIOLOGY; PERSONALITY TEST; PERSONNEL MANAGEMENT; PHYSIOLOGY; PROFESSIONAL COMPETENCE; PSYCHOLOGICAL ASPECT; PSYCHOMETRY; STATISTICS; TELEPHONE; TEMPERAMENT;

ADOLESCENT; ADULT; ANGER; AROUSAL; BLOOD PRESSURE; CONSUMER SATISFACTION; EMOTIONS; FEMALE; HEART RATE; HUMANS; INDIVIDUALITY; OCCUPATIONAL DISEASES; ORGANIZATIONAL CULTURE; PERSONALITY INVENTORY; PERSONNEL MANAGEMENT; PROFESSIONAL COMPETENCE; PSYCHOMETRICS; REPRESSION, PSYCHOLOGY; SMILING; TELEPHONE; TEMPERAMENT; YOUNG ADULT;

EID: 79957644878     PISSN: 10615806     EISSN: 14772205     Source Type: Journal    
DOI: 10.1080/10615806.2010.530262     Document Type: Article

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