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Keywords: Organizational dehumanization
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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
... system (OBCS) and a behavior-based control system (BBCS), trigger work engagement rather than organizational dehumanization in FLEs, leading them to choose deep acting rather than surface acting as an emotional labor strategy. Design/methodology/approach This study employed three-wave online surveys...
