...Catherine Prentice; Lan Snell; Phyra Sok Purpose Performing emotional labour is required of customer-contact employees (CCEs) to regulate their emotions through acting to conform to organisational display rules. Prior research is focused on investigating the detrimental outcomes of CCEs engaging...

... and their use of emotional labor strategies. In addition, each participant’s direct manager assessed his/her service KSAOs. Results demonstrated a positive association between the service climate and the use of surface emotional labor strategies for employees who had limited service KSAOs...

... in self-regulation (regulatory focus) and their emotional labour strategy have on their creativity. Design/methodology/approach By integrating regulatory focus theory and emotion regulation theory, the authors developed a theoretical model to propose the links between promotion and prevention...