How to cite this paper
Rehman, S., Hamza, M., Anum, L., Zaid, F., Khan, A & Farooq, Z. (2021). What if it is too negative? Managing emotions in the organization.Management Science Letters , 11(5), 1489-1498.
Refrences
Abraham, R. (1998). Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social, and General Psychology Monographs, 124(2), 229.
Akhter, S. (2016). The impact of emotional labor on employee performance with moderating role of supervisory support. Doctoral dissertation, CAPITAL UNIVERSITY.
Allen, J. A., Diefendorff, J. M., & Ma, Y. (2014). Differences in emotional labor across cultures: A comparison of Chinese and US service workers. Journal of Business and Psychology, 29(1), 21-35.
Anaza, N. A., Nowlin, E. L., & Wu, G. J. (2016). Staying engaged on the job: the role of emotional labor, job resources, and customer orientation. European Journal of Marketing, 50(7/8), 1470-1492.
Aqqad, N., Obeidat, B., Tarhini, A., & Masa'deh, R. (2019). The relationship among emotional intelligence, conflict management styles, and job performance in Jordanian banks. International Journal of Human Resources Development and Management, 19(3), 225-265.
Bakker, A. B., & Demerouti, E. (2007). The job demands-resources model: State of the art. Journal of managerial psychology, 22(3), 309-328.
Bakker, A. B., & Demerouti, E. (2017). Job demands–resources theory: taking stock and looking forward. Journal of occupational health psychology, 22(3), 273.
Baran, B. E., Shanock, L. R., & Miller, L. R. (2012). Advancing organizational support theory into the twenty-first century world of work. Journal of Business and Psychology, 27(2), 123-147.
Barry, B., Olekalns, M., & Rees, L. (2019). An ethical analysis of emotional labor. Journal of Business Ethics, 160(1), 17-34.
Bhave, D. P., & Glomb, T. M. (2016). The role of occupational emotional labor requirements on the surface acting–job satisfaction relationship. Journal of Management, 42(3), 722-741.
Brislin, R. W. (1970). Back-Translation for Cross-Cultural Research. Journal of Cross-Cultural Psychology, 1(3), 185-216. doi: 10.1177/135910457000100301
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of vocational behavior, 60(1), 17-39.
Burić, I., Slišković, A., & Penezić, Z. (2019). A two‐wave panel study on teachers' emotions and emotional‐labour strategies. Stress and Health, 35(1), 27-38.
Chang, H.-Y. (2011). Restaurant service providers' emotional labor: The antecedents and effects on employees' intention to leave. Purdue University.
Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845.
Cho, Y. J., & Song, H. J. (2017). Determinants of turnover intention of social workers: Effects of emotional labor and organizational trust. Public Personnel Management, 46(1), 41-65.
Chon, K., Park, E., & Zoltan, J. (2020). The Asian paradigm in hospitality and tourism. Journal of Hospitality & Tourism Research, 44(8), 1183-1202.
Chung, Y.-J., Jung, W.-C., Kim, H., & Cho, S.-S. (2017). Association of emotional labor and occupational stressors with depressive symptoms among women sales workers at a clothing shopping mall in the Republic of Korea: A cross-sectional study. International journal of environmental research and public health, 14(12), 1440.
Dahling, J. J., & Perez, L. A. (2010). Older worker, different actor? Linking age and emotional labor strategies. Personality and Individual Differences, 48(5), 574-578.
Demerouti, E., Bakker, A. B., De Jonge, J., Janssen, P. P., & Schaufeli, W. B. (2001). Burnout and engagement at work as a function of demands and control. Scandinavian journal of work, environment & health, 27(4), 279-286.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of vocational behavior, 66(2), 339-357.
Duke, A. B., Goodman, J. M., Treadway, D. C., & Breland, J. W. (2009). Perceived organizational support as a moderator of emotional labor/outcomes relationships. Journal of Applied Social Psychology, 39(5), 1013-1034.
Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L. (2001). Reciprocation of perceived organizational support. Journal of Applied Psychology, 86(1), 42.
Ferreira, A. I., da Costa Ferreira, P., Cooper, C. L., & Oliveira, D. (2019). How daily negative affect and emotional exhaustion correlates with work engagement and presenteeism-constrained productivity. International Journal of Stress Management, 26(3), 261.
Fu, G., Shen, R., & Wei, Y. (2020). The Influence of Emotional Labor on Turnover Intention of Hotel Employees: Mediating Effect of Emotional Dissonance. Open Journal of Business and Management, 8(3), 1089-1103.
Gabriel, A. S., Daniels, M. A., Diefendorff, J. M., & Greguras, G. J. (2015). Emotional labor actors: A latent profile analysis of emotional labor strategies. Journal of applied psychology, 100(3), 863.
Geng, Z., Li, C., Bi, K., Zheng, H., & Yang, X. (2018). Motivating service employee creativity: regulatory focus and emotional labour. Journal of Service Theory and Practice, 28(2), 228-249.
Gok, O. A., Akgunduz, Y., & Alkan, C. (2017). The effects of job stress and perceived organizational support on turnover intentions of hotel employees. Journal of Tourismology, 3(2), 23-32.
Grady, R. K. (2016). Emotional Labor. Encyclopedia of Family Studies, 1-4.
Graham, D., Ali, A., & Tajeddini, K. (2020). Open kitchens: Customers' influence on chefs' working practices. Journal of Hospitality and Tourism Management, 45, 27-36.
Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of management Journal, 46(1), 86-96.
Grandey, A. A. (2015). Smiling for a wage: What emotional labor teaches us about emotion regulation. Psychological Inquiry, 26(1), 54-60.
Grandey, A. A., Rupp, D., & Brice, W. N. (2015). Emotional labor threatens decent work: A proposal to eradicate emotional display rules. Journal of Organizational Behavior, 36(6), 770-785.
Hafidhah, R. N., & Martono, S. (2019). The Effect of Perceived Organizational Support, Job Stress, and Organizational Culture on Job Performance. Management Analysis Journal, 8(2), 177-187.
Hamwi, A. G., Rutherford, B. N., & Boles, J. S. (2011). Reducing emotional exhaustion and increasing organizational support. Journal of Business & Industrial Marketing, 26(1), 4-13.
Harris, L. C. (2002). The emotional labour of barristers: An exploration of emotional labour by status professionals. Journal of Management studies, 39(4), 553-584.
Hochschild, A. R. (2012). The managed heart: Commercialization of human feeling. Univ of California Press.
Hoffmann, E. A. (2016). Emotions and emotional labor at worker-owned businesses: Deep acting, surface acting, and genuine emotions. The Sociological Quarterly, 57(1), 152-173.
Hsieh, C.-W., Hsieh, J.-Y., & Huang, I. Y.-F. (2016). Self-efficacy as a mediator and moderator between emotional labor and job satisfaction: A case study of public service employees in Taiwan. Public Performance & Management Review, 40(1), 71-96.
Hülsheger, U., & F Schewe, A. (2011). On the Costs and Benefits of Emotional Labor: A Meta-Analysis of Three Decades of Research (Vol. 16).
Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: a meta-analysis of three decades of research. Journal of occupational health psychology, 16(3), 361.
Hur, W.-M., Han, S.-J., Yoo, J.-J., & Moon, T. W. (2015). The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes. Management Decision, 53(3), 605-624.
Schaubroeck, J., & Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 21(2), 163-183.
Khan, M. I., Butt, T. H., Abid, G., & Rehman, S. (2020). The Balance between Work and Life for Subjective Well-Being: A Moderated Mediation Model. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), 127-144.
Kickul, J., & Posig, M. (2001). Supervisory emotional support and burnout: An explanation of reverse buffering effects. Journal of Managerial Issues, 328-344.
Kim, H. J., Shin, K. H., & Umbreit, W. T. (2007). Hotel job burnout: The role of personality characteristics. International Journal of Hospitality Management, 26(2), 421-434.
Kim, W. G., Han, S. J., & Kang, S. (2019). Individual and group level antecedents and consequence of emotional labor of restaurant employees. Journal of Human Resources in Hospitality & Tourism, 18(2), 145-171.
Kim, Y., & Jang, S. J. (2019). Nurses' organizational communication satisfaction, emotional labor, and prosocial service behavior: A cross‐sectional study. Nursing & health sciences, 21(2), 223-230.
Ladhari, R., Souiden, N., & Ladhari, I. (2011). Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image. Journal of Financial Services Marketing, 16(2), 111-124.
Lavelle, J. J., Rupp, D. E., Herda, D. N., Pandey, A., & Lauck, J. R. (2019). Customer injustice and employee performance: roles of emotional exhaustion, surface acting, and emotional demands–abilities fit. Journal of Management, 0149206319869426.
Lu, V. N., Wirtz, J., Kunz, W. H., Paluch, S., Gruber, T., Martins, A., & Patterson, P. G. (2020). Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps? Journal of Service Theory and Practice.
Lv, Q., Xu, S., & Ji, H. (2012). Emotional labor strategies, emotional exhaustion, and turnover intention: An empirical study of Chinese hotel employees. Journal of Human Resources in Hospitality & Tourism, 11(2), 87-105.
Mancini, M. A., & Lawson, H. A. (2009). Facilitating positive emotional labor in peer-providers of mental health services. Administration in Social Work, 33(1), 3-22.
Maslach, C. (1982). Understanding burnout. Job stress and burnout. Londres: Sage.
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99-113.
Maslach, C., & Jackson, S. E. (1984). Patterns of burnout among a national sample of public contact workers. Journal of Health and Human Resources Administration, 189-212.
Medler-Liraz, H., & Yagil, D. (2013). Customer emotion regulation in the service interactions: Its relationship to employee ingratiation, satisfaction and loyalty intentions. The Journal of social psychology, 153(3), 261-278.
Memon, N. A. (2012). Poultry: Country’s second-largest industry. Food J, 2(6), 27-30.
Ozyer, K., Berk, A., & Polatci, S. (2016). Does the Perceived Organizational Support Reduce Burnout? A Survey on Turkish Health Sector. International Journal of Business Administration and Management Research, 2(1), 22-27.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50. doi: 10.2307/1251430
Park, H., Oh, H., & Boo, S. (2019). The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model. Sustainability, 11(7), 1886.
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
Pugh, S. D., Groth, M., & Hennig-Thurau, T. (2011). Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being. Journal of Applied Psychology, 96(2), 377.
Raudenbush, S. W., & Bryk, A. S. (2002). Hierarchical linear models: Applications and data analysis methods (Vol. 1): Sage Publishers.
Russell, H. A. (1983). The Managed Heart: Commercialization of Human Feeling: Berkeley: University of California Press.
Spencer, S., & Rupp, D. E. (2009). Angry, guilty, and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms. Journal of Applied Psychology, 94(2), 429.
Tabachnick, B. G., & Fidell, L. S. (2007). Experimental designs using ANOVA: Thomson/Brooks/Cole Belmont, CA.
Tadić, M., Bakker, A. B., & Oerlemans, W. G. (2015). Challenge versus hindrance job demands and well‐being: A diary study on the moderating role of job resources. Journal of Occupational and Organizational Psychology, 88(4), 702-725.
Walsh, G., & Bartikowski, B. (2013). Employee emotional labour and quitting intentions: Moderating effects of gender and age. European Journal of Marketing, 47(8), 1213-1237.
Wang, W., Huang, S., Yin, H., & Ke, Z. (2018). Employees' emotional labor and emotional exhaustion: trust and gender as moderators. Social Behavior and Personality: an international journal, 46(5), 733-748.
Wang, X., Wang, G., & Hou, W. C. (2016). Effects of emotional labor and adaptive selling behavior on job performance. Social Behavior and Personality: An International Journal, 44(5), 801-814.
Wessel, J. L., & Steiner, D. D. (2015). Surface acting in service: A two-context examination of customer power and politeness. Human Relations, 68(5), 709-730. doi: 10.1177/0018726714540731
Xanthopoulou, D., Bakker, A. B., Oerlemans, W. G., & Koszucka, M. (2018). Need for recovery after emotional labor: Differential effects of daily deep and surface acting. Journal of Organizational Behavior, 39(4), 481-494.
Xiaoxiao, H., & Junqi, S. (2015). Employees' surface acting in interactions with leaders and peers. Journal of Organizational Behavior, 36(8), 1132-1152. doi: doi:10.1002/job.2015
Akhter, S. (2016). The impact of emotional labor on employee performance with moderating role of supervisory support. Doctoral dissertation, CAPITAL UNIVERSITY.
Allen, J. A., Diefendorff, J. M., & Ma, Y. (2014). Differences in emotional labor across cultures: A comparison of Chinese and US service workers. Journal of Business and Psychology, 29(1), 21-35.
Anaza, N. A., Nowlin, E. L., & Wu, G. J. (2016). Staying engaged on the job: the role of emotional labor, job resources, and customer orientation. European Journal of Marketing, 50(7/8), 1470-1492.
Aqqad, N., Obeidat, B., Tarhini, A., & Masa'deh, R. (2019). The relationship among emotional intelligence, conflict management styles, and job performance in Jordanian banks. International Journal of Human Resources Development and Management, 19(3), 225-265.
Bakker, A. B., & Demerouti, E. (2007). The job demands-resources model: State of the art. Journal of managerial psychology, 22(3), 309-328.
Bakker, A. B., & Demerouti, E. (2017). Job demands–resources theory: taking stock and looking forward. Journal of occupational health psychology, 22(3), 273.
Baran, B. E., Shanock, L. R., & Miller, L. R. (2012). Advancing organizational support theory into the twenty-first century world of work. Journal of Business and Psychology, 27(2), 123-147.
Barry, B., Olekalns, M., & Rees, L. (2019). An ethical analysis of emotional labor. Journal of Business Ethics, 160(1), 17-34.
Bhave, D. P., & Glomb, T. M. (2016). The role of occupational emotional labor requirements on the surface acting–job satisfaction relationship. Journal of Management, 42(3), 722-741.
Brislin, R. W. (1970). Back-Translation for Cross-Cultural Research. Journal of Cross-Cultural Psychology, 1(3), 185-216. doi: 10.1177/135910457000100301
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of vocational behavior, 60(1), 17-39.
Burić, I., Slišković, A., & Penezić, Z. (2019). A two‐wave panel study on teachers' emotions and emotional‐labour strategies. Stress and Health, 35(1), 27-38.
Chang, H.-Y. (2011). Restaurant service providers' emotional labor: The antecedents and effects on employees' intention to leave. Purdue University.
Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A. (2012). Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance. The International Journal of Human Resource Management, 23(4), 826-845.
Cho, Y. J., & Song, H. J. (2017). Determinants of turnover intention of social workers: Effects of emotional labor and organizational trust. Public Personnel Management, 46(1), 41-65.
Chon, K., Park, E., & Zoltan, J. (2020). The Asian paradigm in hospitality and tourism. Journal of Hospitality & Tourism Research, 44(8), 1183-1202.
Chung, Y.-J., Jung, W.-C., Kim, H., & Cho, S.-S. (2017). Association of emotional labor and occupational stressors with depressive symptoms among women sales workers at a clothing shopping mall in the Republic of Korea: A cross-sectional study. International journal of environmental research and public health, 14(12), 1440.
Dahling, J. J., & Perez, L. A. (2010). Older worker, different actor? Linking age and emotional labor strategies. Personality and Individual Differences, 48(5), 574-578.
Demerouti, E., Bakker, A. B., De Jonge, J., Janssen, P. P., & Schaufeli, W. B. (2001). Burnout and engagement at work as a function of demands and control. Scandinavian journal of work, environment & health, 27(4), 279-286.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of vocational behavior, 66(2), 339-357.
Duke, A. B., Goodman, J. M., Treadway, D. C., & Breland, J. W. (2009). Perceived organizational support as a moderator of emotional labor/outcomes relationships. Journal of Applied Social Psychology, 39(5), 1013-1034.
Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P. D., & Rhoades, L. (2001). Reciprocation of perceived organizational support. Journal of Applied Psychology, 86(1), 42.
Ferreira, A. I., da Costa Ferreira, P., Cooper, C. L., & Oliveira, D. (2019). How daily negative affect and emotional exhaustion correlates with work engagement and presenteeism-constrained productivity. International Journal of Stress Management, 26(3), 261.
Fu, G., Shen, R., & Wei, Y. (2020). The Influence of Emotional Labor on Turnover Intention of Hotel Employees: Mediating Effect of Emotional Dissonance. Open Journal of Business and Management, 8(3), 1089-1103.
Gabriel, A. S., Daniels, M. A., Diefendorff, J. M., & Greguras, G. J. (2015). Emotional labor actors: A latent profile analysis of emotional labor strategies. Journal of applied psychology, 100(3), 863.
Geng, Z., Li, C., Bi, K., Zheng, H., & Yang, X. (2018). Motivating service employee creativity: regulatory focus and emotional labour. Journal of Service Theory and Practice, 28(2), 228-249.
Gok, O. A., Akgunduz, Y., & Alkan, C. (2017). The effects of job stress and perceived organizational support on turnover intentions of hotel employees. Journal of Tourismology, 3(2), 23-32.
Grady, R. K. (2016). Emotional Labor. Encyclopedia of Family Studies, 1-4.
Graham, D., Ali, A., & Tajeddini, K. (2020). Open kitchens: Customers' influence on chefs' working practices. Journal of Hospitality and Tourism Management, 45, 27-36.
Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of management Journal, 46(1), 86-96.
Grandey, A. A. (2015). Smiling for a wage: What emotional labor teaches us about emotion regulation. Psychological Inquiry, 26(1), 54-60.
Grandey, A. A., Rupp, D., & Brice, W. N. (2015). Emotional labor threatens decent work: A proposal to eradicate emotional display rules. Journal of Organizational Behavior, 36(6), 770-785.
Hafidhah, R. N., & Martono, S. (2019). The Effect of Perceived Organizational Support, Job Stress, and Organizational Culture on Job Performance. Management Analysis Journal, 8(2), 177-187.
Hamwi, A. G., Rutherford, B. N., & Boles, J. S. (2011). Reducing emotional exhaustion and increasing organizational support. Journal of Business & Industrial Marketing, 26(1), 4-13.
Harris, L. C. (2002). The emotional labour of barristers: An exploration of emotional labour by status professionals. Journal of Management studies, 39(4), 553-584.
Hochschild, A. R. (2012). The managed heart: Commercialization of human feeling. Univ of California Press.
Hoffmann, E. A. (2016). Emotions and emotional labor at worker-owned businesses: Deep acting, surface acting, and genuine emotions. The Sociological Quarterly, 57(1), 152-173.
Hsieh, C.-W., Hsieh, J.-Y., & Huang, I. Y.-F. (2016). Self-efficacy as a mediator and moderator between emotional labor and job satisfaction: A case study of public service employees in Taiwan. Public Performance & Management Review, 40(1), 71-96.
Hülsheger, U., & F Schewe, A. (2011). On the Costs and Benefits of Emotional Labor: A Meta-Analysis of Three Decades of Research (Vol. 16).
Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: a meta-analysis of three decades of research. Journal of occupational health psychology, 16(3), 361.
Hur, W.-M., Han, S.-J., Yoo, J.-J., & Moon, T. W. (2015). The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes. Management Decision, 53(3), 605-624.
Schaubroeck, J., & Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 21(2), 163-183.
Khan, M. I., Butt, T. H., Abid, G., & Rehman, S. (2020). The Balance between Work and Life for Subjective Well-Being: A Moderated Mediation Model. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), 127-144.
Kickul, J., & Posig, M. (2001). Supervisory emotional support and burnout: An explanation of reverse buffering effects. Journal of Managerial Issues, 328-344.
Kim, H. J., Shin, K. H., & Umbreit, W. T. (2007). Hotel job burnout: The role of personality characteristics. International Journal of Hospitality Management, 26(2), 421-434.
Kim, W. G., Han, S. J., & Kang, S. (2019). Individual and group level antecedents and consequence of emotional labor of restaurant employees. Journal of Human Resources in Hospitality & Tourism, 18(2), 145-171.
Kim, Y., & Jang, S. J. (2019). Nurses' organizational communication satisfaction, emotional labor, and prosocial service behavior: A cross‐sectional study. Nursing & health sciences, 21(2), 223-230.
Ladhari, R., Souiden, N., & Ladhari, I. (2011). Determinants of loyalty and recommendation: The role of perceived service quality, emotional satisfaction and image. Journal of Financial Services Marketing, 16(2), 111-124.
Lavelle, J. J., Rupp, D. E., Herda, D. N., Pandey, A., & Lauck, J. R. (2019). Customer injustice and employee performance: roles of emotional exhaustion, surface acting, and emotional demands–abilities fit. Journal of Management, 0149206319869426.
Lu, V. N., Wirtz, J., Kunz, W. H., Paluch, S., Gruber, T., Martins, A., & Patterson, P. G. (2020). Service robots, customers and service employees: what can we learn from the academic literature and where are the gaps? Journal of Service Theory and Practice.
Lv, Q., Xu, S., & Ji, H. (2012). Emotional labor strategies, emotional exhaustion, and turnover intention: An empirical study of Chinese hotel employees. Journal of Human Resources in Hospitality & Tourism, 11(2), 87-105.
Mancini, M. A., & Lawson, H. A. (2009). Facilitating positive emotional labor in peer-providers of mental health services. Administration in Social Work, 33(1), 3-22.
Maslach, C. (1982). Understanding burnout. Job stress and burnout. Londres: Sage.
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99-113.
Maslach, C., & Jackson, S. E. (1984). Patterns of burnout among a national sample of public contact workers. Journal of Health and Human Resources Administration, 189-212.
Medler-Liraz, H., & Yagil, D. (2013). Customer emotion regulation in the service interactions: Its relationship to employee ingratiation, satisfaction and loyalty intentions. The Journal of social psychology, 153(3), 261-278.
Memon, N. A. (2012). Poultry: Country’s second-largest industry. Food J, 2(6), 27-30.
Ozyer, K., Berk, A., & Polatci, S. (2016). Does the Perceived Organizational Support Reduce Burnout? A Survey on Turkish Health Sector. International Journal of Business Administration and Management Research, 2(1), 22-27.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50. doi: 10.2307/1251430
Park, H., Oh, H., & Boo, S. (2019). The Role of Occupational Stress in the Association between Emotional Labor and Mental Health: A Moderated Mediation Model. Sustainability, 11(7), 1886.
Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879.
Pugh, S. D., Groth, M., & Hennig-Thurau, T. (2011). Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being. Journal of Applied Psychology, 96(2), 377.
Raudenbush, S. W., & Bryk, A. S. (2002). Hierarchical linear models: Applications and data analysis methods (Vol. 1): Sage Publishers.
Russell, H. A. (1983). The Managed Heart: Commercialization of Human Feeling: Berkeley: University of California Press.
Spencer, S., & Rupp, D. E. (2009). Angry, guilty, and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms. Journal of Applied Psychology, 94(2), 429.
Tabachnick, B. G., & Fidell, L. S. (2007). Experimental designs using ANOVA: Thomson/Brooks/Cole Belmont, CA.
Tadić, M., Bakker, A. B., & Oerlemans, W. G. (2015). Challenge versus hindrance job demands and well‐being: A diary study on the moderating role of job resources. Journal of Occupational and Organizational Psychology, 88(4), 702-725.
Walsh, G., & Bartikowski, B. (2013). Employee emotional labour and quitting intentions: Moderating effects of gender and age. European Journal of Marketing, 47(8), 1213-1237.
Wang, W., Huang, S., Yin, H., & Ke, Z. (2018). Employees' emotional labor and emotional exhaustion: trust and gender as moderators. Social Behavior and Personality: an international journal, 46(5), 733-748.
Wang, X., Wang, G., & Hou, W. C. (2016). Effects of emotional labor and adaptive selling behavior on job performance. Social Behavior and Personality: An International Journal, 44(5), 801-814.
Wessel, J. L., & Steiner, D. D. (2015). Surface acting in service: A two-context examination of customer power and politeness. Human Relations, 68(5), 709-730. doi: 10.1177/0018726714540731
Xanthopoulou, D., Bakker, A. B., Oerlemans, W. G., & Koszucka, M. (2018). Need for recovery after emotional labor: Differential effects of daily deep and surface acting. Journal of Organizational Behavior, 39(4), 481-494.
Xiaoxiao, H., & Junqi, S. (2015). Employees' surface acting in interactions with leaders and peers. Journal of Organizational Behavior, 36(8), 1132-1152. doi: doi:10.1002/job.2015