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Essay heading: Customer Service Roles
 
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Date added: November 17, 1997
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No of pages / words: 15 / 4176
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The emotion regulation model is also useful because it shows how emotional labor can have varying consequences. Figure 1. Conceptual model of emotional labor. From "Emotion Regulation in the Workplace" by A. Grandey, 2000, Journal of Occupational Health Psychology, 5, p. 101. Copyright 2000 by the Educational Publishing Foundation...
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Conceptual model of emotional labor. From "Emotion Regulation in the Workplace" by A. Grandey, 2000, Journal of Occupational Health Psychology, 5, p. 101. Copyright 2000 by the Educational Publishing Foundation. Reprinted with permission. NA = negative affect; PA = positive affect; H1?H6 = study hypotheses Many parts of Grandey's (2000) emotion regulation model have already been confirmed empirically using survey-based methods...
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