23 research outputs found
Customer emotions in service failure and recovery encounters
Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employee–customer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences
Incorporation of emotional labor in the demand-control-support model: The relation with emotional exhaustion and personal accomplishment in nurses
Nursing comprises interactions with patients which may require emotional labor. This
study clarifies the relation of emotional labor with the three burnout dimensions within the
context of the Demand Control Support model in nurses. We used the Dutch Questionnaire on
Emotional Labor (D-QEL) to measure surface acting, deep acting, suppression, and emotional
consonance. In line with other studies, job characteristics were significantly related to
emotional exhaustion and surface acting was significantly related to emotional exhaustion and
depersonalization. Emotional consonance, the situation where somebody effortlessly feels the
emotion that is required, is related to personal accomplishment