Motives for Emotion Regulation in Service Work
The Role of Emotion and Emotion Regulation in Job Stress and Well Being
ISBN: 978-1-78190-585-2, eISBN: 978-1-78190-586-9
Publication date: 23 September 2013
Abstract
This chapter describes the role of service employees’ motives for emotion regulation in interactions with customers. To date, there has been little research and theoretical work on motives for emotion regulation in service work. The reason for this may lie in the fact that there is an implicit general assumption that employees regulate their emotions in customer interactions because of display rules given by the organization. We argue that service employees have more motives for emotion regulation than adhering to display rules. We propose that three fundamental motive categories which are relevant for general emotion regulation are also relevant in the service work context. Moreover, we argue that the different motive categories are important antecedents for the further emotion regulation process. We propose that depending on the motive category different emotion regulation strategies are used as well as moderating effects of the motives with an impact on the consequences of emotion regulation such as well-being. The chapter concludes by pointing to practical implications.
Keywords
Citation
von Gilsa, L. and Zapf, D. (2013), "Motives for Emotion Regulation in Service Work", The Role of Emotion and Emotion Regulation in Job Stress and Well Being (Research in Occupational Stress and Well Being, Vol. 11), Emerald Group Publishing Limited, Leeds, pp. 133-161. https://doi.org/10.1108/S1479-3555(2013)0000011009
Publisher
:Emerald Group Publishing Limited
Copyright © 2013 Emerald Group Publishing Limited