Keyword

surface acting

Description: An emotional-labor strategy in which workers modify their outward expressions to meet workplace expectations without changing their underlying feelings.

Primary topic: Emotional Labor in Professions (79%)

OpenAlex ID: keywords/surface-acting

Emotional Labor in Service Roles: The Influence of Identity

1993 · Blake E. Ashforth, Ronald H. Humphrey · Academy of Management Review · 3,269

The Managed Heart

2012 · Arlie Russell Hochschild · University of California Press eBooks · 3,179

When "the Show Must Go On": Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-rated Service Delivery.

2003 · A. A. Grandey · Academy of Management Journal · 2,280

Benefits of mindfulness at work: The role of mindfulness in emotion regulation, emotional exhaustion, and job satisfaction.

2012 · Ute R. Hülsheger, Hugo J. E. M. Alberts, et al. · Journal of Applied Psychology · 1,429

The dimensionality and antecedents of emotional labor strategies

2004 · James M. Diefendorff, Meredith H. Croyle, et al. · Journal of Vocational Behavior · 1,327

On the costs and benefits of emotional labor: A meta-analysis of three decades of research.

2011 · Ute R. Hülsheger, Anna F. Schewe · Journal of Occupational Health Psychology · 1,275

PDF

Development and validation of the Emotional Labour Scale

2003 · Céleste M. Brotheridge, Raymond T. Lee · Journal of Occupational and Organizational Psychology · 1,250

Emotion work and psychological well-being

2002 · Dieter Zapf · Human Resource Management Review · 1,244

Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships

2006 · Thorsten Hennig-Thurau, Markus Groth, et al. · Journal of Marketing · 1,051

Testing a conservation of resources model of the dynamics of emotional labor.

2002 · Céeste M. Brotheridge, Raymond T. Lee · Journal of Occupational Health Psychology · 997

The customer is not always right: customer aggression and emotion regulation of service employees

2004 · Alicia A. Grandey, David N. Dickter, et al. · Journal of Organizational Behavior · 936

Clinical Empathy as Emotional Labor in the Patient-Physician Relationship

2005 · Eric B. Larson · JAMA · 901

Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy

2009 · Markus Groth, Thorsten Hennig-Thurau, et al. · Academy of Management Journal · 580

A Multilevel Field Investigation of Emotional Labor, Affect, Work Withdrawal, and Gender

2011 · Brent A. Scott, Christopher M. Barnes · Academy of Management Journal · 472

Nurses’ resilience and the emotional labour of nursing work: An integrative review of empirical literature

2017 · Cynthia Delgado, Dominic Upton, et al. · International Journal of Nursing Studies · 467

Is Emotional Labor More Difficult for Some Than for Others? a Multilevel, Experience‐sampling Study

2009 · TIMOTHY A. JUDGE, ERIN FLUEGGE WOOLF, et al. · Personnel Psychology · 466

The bright side of emotional labor

2015 · Ronald H. Humphrey, Blake E. Ashforth, et al. · Journal of Organizational Behavior · 463

Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process?

2007 · Hazel-Anne M. Johnson, Paul E. Spector · Journal of Occupational Health Psychology · 437

Work Engagement and Machiavellianism in the Ethical Leadership Process

2012 · Deanne N. Den Hartog, Frank D. Belschak · Journal of Business Ethics · 416

PDF

Emotional labor and leadership: A threat to authenticity?

2009 · William L. Gardner, Dawn Fischer, et al. · The Leadership Quarterly · 407

Emotional labor actors: A latent profile analysis of emotional labor strategies.

2014 · Allison S. Gabriel, Michael A. Daniels, et al. · Journal of Applied Psychology · 396

PDF

Hotel service providers’ emotional labor: The antecedents and effects on burnout

2007 · Hyun Jeong Kim · International Journal of Hospitality Management · 392

Rocking the Boat but Keeping It Steady: The Role of Emotion Regulation in Employee Voice

2012 · Adam M. Grant · Academy of Management Journal · 355

A Meta‐Analytic Structural Model of Dispositonal Affectivity and Emotional Labor

2012 · John D. Kammeyer‐Mueller, Alex L. Rubenstein, et al. · Personnel Psychology · 353

Psychological capital as a moderator between emotional labor, burnout, and job satisfaction among school teachers in China.

2011 · Francis Cheung, Catherine So-kum Tang, et al. · International Journal of Stress Management · 351

Works count: 3,269

Citation count: 63,960