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Keywords: Organizational control system
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Journal Articles
Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor
Available to Purchase
Journal of Service Theory and Practice (2024) 34 (6): 915–940.
Published: 06 September 2024
...Won-Moo Hur; Hyewon Park; June-ho Chung Purpose This study investigates how organizational control systems induce emotional labor in frontline service employees (FLEs). Drawing on the stimulus–organism–response (S-O-R) theory, we hypothesized that two control systems, an outcome-based control...
