Fischbach, Andrea; Meyer-Gomes, Katrin; Zapf, Dieter; … - In: Individual and organizational perspectives on emotion …, (pp. 193-217). 2006
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...
