Alleviating the Burden of Emotional Labor: The Role of Social Sharing

Journal of Management

Volumn 39, Issue 2, 2013, Pages 392-415

  McCance, A Silke ^a   Nye, Christopher D ^b   Wang, Lu ^c   Jones, Kisha S ^b   Chiu, Chi Yue ^d  

^a PROCTER AND GAMBLE COMPANY   (United States)

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

^c UNIVERSITY OF NEW SOUTH WALES   (Australia)

^d NANYANG TECHNOLOGICAL UNIVERSITY   (Singapore)

Author keywords

anger; customer hostility; customer service; emotional labor; emotions; social sharing; surface acting

Indexed keywords

EID: 84872761792     PISSN: 01492063     EISSN: 15571211     Source Type: Journal    
DOI: 10.1177/0149206310383909     Document Type: Article

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