Chameleonic or consistent? A multilevel investigation of emotional labor variability and self-monitoring

• المؤلفون الرئيسيون: Scott, B. A., BARNES, C. M., WAGNER, David T.
• التنسيق: text
• اللغة: English
• منشور في: Institutional Knowledge at Singapore Management University 2012
• الموضوعات: Business Administration, Management, and Operations
• الوصول للمادة أونلاين: https://ink.library.smu.edu.sg/lkcsb_research/3287; https://ink.library.smu.edu.sg/context/lkcsb_research/article/4286/viewcontent/Scott_Barnes__Wagner_2012__AMJ_Chameleonicorconsistent_variabilityinemotionallabor.pdf

We introduce the concept of emotional labor variability, which captures individual differences in surface acting and deep acting fluctuations over time. In a multilevel study of 78 customer service employees who provided 522 matched daily surveys over a two-week period, employees who were more varia...