The social effects of emotion regulation in organizations

Emotional Labor in the 21st Century: Diverse Perspectives on Emotion Regulation at Work

Volumn , Issue , 2013, Pages 79-100

  Côté, Stéphane ^a   Van Kleef, Gerben A ^b   Sy, Thomas ^c  

^a UNIVERSITY OF TORONTO   (Canada)

^b UNIVERSITY OF AMSTERDAM   (Netherlands)

^c UNIVERSITY OF CALIFORNIA   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84917366051     PISSN: None     EISSN: None     Source Type: Book    
DOI: 10.4324/9780203100851     Document Type: Chapter

References (42)

1. Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49, 1229–1238.
2. Baumeister, R. F., Stillwell, A. M., & Heatherton, T. F. (1994). Guilt: An interpersonal approach. Psychological Bulletin, 115, 243–267.
3. Bono, J. E., Foldes, H. J., Vinson, G., & Muros, J. P. (2007).Workplace emotions: The role of supervision and leadership. Journal of Applied Psychology, 92, 1357–1367.
4. Bono, J. E., & Ilies, R. (2006). Charisma, positive emotions and mood contagion. Leadership Quarterly, 17, 317–334.
5. Bono, J. E., & Vey, M. A. (2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. in C. E. Härtel, W.J. Zerbe & N. M. Ashkanasy (Eds.), Emotions in organizational behavior (pp. 213–233). Mahwah, NJ: Lawrence Erlbaum Associates.
6. Brief, A. & Weiss, H. (2002). Organizational behavior: Affect in the workplace. Annual Review of Psychology, 53, 279–307.
7. Briner, R., & Totterdell, P. (2002). The experience, expression and management of emotion at work. in P.Warr (Ed.), Psychology at work (pp. 229–252).New York, NY: Penguin Press.
8. Cacioppo, J.T., Petty, R. E., Losch, M. E., & Kim, H. S. (1986). Electromyographic activity over facial muscle regions can differentiate the valence and intensity of affective reactions. Journal of Personality and Social Psychology, 50, 260–268.
9. Clark, M. S., Pataki, S. P., & Carver,V. H. (1996). Some thoughts and findings on self-presentation of emotions in relationships. in G. J.O. Fletcher, & J. Fitness (Eds.), Knowledge structures in close relationships: A social psychological approach (pp. 247–274). Hillsdale, NJ: Lawrence Erlbaum Associates.
10. Côté, S. (2005). A social interaction model of the effects of emotion regulation on work strain. Academy of Management Review, 30, 509–530.
11. Côté, S., Hideg, I., & Van Kleef, G. A. (2012). The consequences of faking anger in negotiations. Manuscript submitted for publication.
12. Dimberg, U., Thunberg, M., & Elmehed, K. (2000). Unconscious facial reactions to emotional facial expressions. Psychological Science, 11, 86–89.
13. Ekman, P. (2003). Emotions revealed: Recognizing faces and feelings to improve communication and emotional life. New York: Henry Holt.
14. Ekman, P., & Friesen, W. V. (1982). Felt, false, and miserable smiles. Journal of Nonverbal Behavior, 6, 238–258.
15. Elfenbein, H. A. (2008). Emotion in organizations: A review and theoretical integration. in J. P.Walsh & A. P. Brief (Eds.), Academy of management annals (Vol. 1., pp. 315–386.) New York, NY: Taylor & Francis Group/Lawrence Erlbaum Associates.
16. Elfenbein, H. A., Beaupré, M., Lévesque, M., & Hess, U. (2007). Toward a dialect theory: Cultural differences in the expression and recognition of posed facial expressions. Emotion, 7, 131–146.
17. Fiske, S.T. (1993). Controlling other people:The impact of power on stereotyping. American Psychologist, 48, 621–628.
18. Fitness, J. (2000). Anger in the workplace: An emotion script approach to anger episodes between workers and their superiors, co-workers and subordinates. Journal of Organizational Behavior, 21, 147–162.
19. Friedman, R., Anderson, C., Brett, J., Olekalns, M., Goates, N., & Lisco, C. C. (2004). The positive and negative effects of anger on dispute resolution: Evidence from electronically mediated disputes. Journal of Applied Psychology, 89, 369–376.
20. Frijda, N. H., & Mesquita, B. (1994). The social roles and functions of emotions. in S. Kitayama & H. R. Markus (Eds.), Emotion and culture: Empirical studies of mutual influence (pp. 51–87).Washington, DC: American Psychological Association.
21. Gaddis, B., Connelly, S., & Mumford, M.D. (2004). Failure feedback as an affective event: Influences of leader affect on subordinate attitudes and performance. Leadership Quarterly, 15, 663–686.
22. George, J. M. (1995). Leader positive mood and group performance: The case of customer service. Journal of Applied Social Psychology, 25, 778–794.
23. George, J. M. (2000). Emotions and leadership: The role of emotional intelligence. Human Relations, 53, 1027–1055.
24. George, J. M., & Bettenhausen, K. (1990). Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context. Journal of Applied Psychology, 75, 698–709.
25. Glomb, T. M., & Hulin, C. L. (1997). Anger and gender effects in observed supervisor–subordinate dyadic interactions. Organizational Behavior and Human Decision Processes, 72, 281–307.
26. Glomb, T. M. & Tews, M. J. (2004). Emotional labor: A conceptualization and scale development. Journal of Vocational Behavior, 64, 1–23.
27. Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46, 86–96.
28. Grandey, A. A. (2008). Emotions at work: A review and research agenda. in C. Cooper & J. Barling (Eds.), Handbook of organizational behavior (Vol. 1, pp. 234–261). Thousand Oaks, CA: Sage.
29. Grandey, A.A., Diefendorff, J. M., & Rupp, D. E. (2013). Emotional labor: Overview of definitions, theories, and evidence. in A.A. Grandey, J. M. Diefendorff & D. E. Rupp (Eds.), Emotional labor in the 21st century: Diverse perspectives on emotion regulation at work. New York, NY: Psychology Press/Routledge.
30. Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., & Sideman, L. A. (2005). Is “service with a smile” enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes, 96, 38–55.
31. Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2, 271–299.
32. Gross, J. J. (2002). Emotion regulation: Affective, cognitive, and social consequences. Psychophysiology, 39, 281–291.
33. Gross, J. J., & Levenson, R.W. (1993). Emotional suppression: Physiology, selfreport, and expressive behavior. Journal of Personality and Social Psychology, 64, 970–986.
34. Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer reactions to emotional labor: The roles of employee acting strategy and customer detection accuracy. Academy of Management Journal, 52, 958–974.
35. Harker, L., & Keltner, D. (2001). Expressions of positive emotion in women’s college yearbook pictures and their relationship to personality and life outcomes across adulthood. Journal of Personality and Social Psychology, 80, 112–124.
36. Hatfield, E., Cacioppo, J. T., & Rapson, R. L. (1994). Emotional contagion. New York: Cambridge University Press.
37. Hochschild, A. (1983). The managed heart: Commercialization of human feeling. Berkeley, CA: University of California Press.
38. Johnston, L., Miles, L., & Macrae,C.N. (2010). Why are you smiling at me? Social functions of enjoyment and non-enjoyment smiles. British Journal of Social Psychology, 49, 107–127.
39. Juslin, P. N., & Scherer, K. R. (2005).Vocal expression of affect. in J. A. Harrigan, R. Rosenthal & K. R. Scherer (Eds.), The new handbook of methods in nonverbal behavior research (pp. 65–135). New York: Oxford University Press.
40. Keltner, D., & Buswell, B. N. (1997). Embarrassment: Its distinct form and appeasement functions. Psychological Bulletin, 122, 250–270.
41. Keltner, D., & Haidt, J. (1999). Social functions of emotions at four levels of analysis. Cognition and Emotion, 13, 505–521.
42. Keltner, D., Van Kleef, G. A., Chen, S., & Kraus, M. (2008). A reciprocal influence model of social power: Emerging principles and lines of inquiry. Advances in Experimental Social Psychology, 40, 151–192.