This chapter describes the role of service employees’ motives for emotion regulation in interactions with customers. To date, there has been little research and theoretical work on motives for emotion regulation in service work. The reason for this may lie in the fact that there is an implicit...

Emotion work can be defined as demands to display organizationally desired emotions regarding service-worker–customer interactions, as well as the psychological strategies necessary to regulate these emotional demands. This study applies a task-focused concept of emotion work and uses the...