...Ruhama Goussinsky Purpose – The purpose of this study is to examine whether emotional deviance in response to customer aggression and employees’ feelings of anger is likely to be influenced by perceived job autonomy. To date, studies on emotional labor have focused primarily on emotional...

... Emerald Group Publishing Limited 2014 Learning Job autonomy Creative self-efficacy Innovative activities Leadership This study uses transformational leadership to represent the leader-related determinant of creative self-efficacy. There are three reasons for this choice. First...

...Ruhama Goussinsky Purpose The purpose of this paper is to explore the mediating role of emotional dissonance in the customer aggression‐job‐induced tension relationship and the role of job autonomy in buffering against the negative consequences of emotional dissonance. Design/methodology...