Emotional labor is an important aspect of what people do in their jobs, as Grandey rightly points out. Also considered, though, is the regulation of emotion within the workplace, because there have been workplace shootings, cases of rage, rapes, killings, and all kinds of problems. These are rare, but they do happen, and it is believed that they will become more common in the future because society is going more global and workers are under increasing pressures today.
Grandey, a., Fisk, G.M., & Steiner, D.D. (2005). Must "service with a smile" be stressful? The moderating role of personal control for American and French employees. The Journal of Applied Psychology, 90, 893-904.
Having control is an important concept in the business world. People must be able to maintain control over themselves when they deal with other employees and with customers that may or may not be happy. As Grandey, Fisk, and...
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