TY  - BOOK
AU  - Grandey,Alicia
AU  - Diefendorff,James
AU  - Rupp,Deborah E
TI  - Emotional labor in the 21st century : diverse perspectives on the psychology of emotion regulation at work 
T2  - Organization and management
SN  - 9781848729490 
U1  - 331.256 22
PY  - 2013///
CY  - London
PB  - Routledge
KW  - Nonverbal communication in the workplace
KW  - Employees
KW  - Attitudes
KW  - Customer relations
KW  - Interpersonal relations
KW  - Psychology, Industrial
KW  - PSYCHOLOGY / Industrial & Organizational Psychology
KW  - bisacsh
KW  - BUSINESS & ECONOMICS / Management
N1  - Includes bibliographical references and index
N2  - "This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person's ability to meet these requirements"--
ER  -