Table 1 Overview of study measures...

Table 1

Overview of study measures

Variable	Mean (SD)
Emotion regulation
Perceived emotion t₀
What was the dominant emotion the customer displayed at the beginning of the call?	N/A
Perceived emotion t₁
What was the dominant emotion the customer displayed at the end of the call?	N/A
IER activity
How much did you try to change the customer's emotions?	4.05 (2.19)
IER goal attainment
To what extent do you think you succeeded in changing the customer's emotions?	4.51 (2.15)
Employee outcomes
Perceived stress
How stressful did you perceive the call?	1.50 (0.99)
Affective well-being
How did you feel during the call?	5.99 (1.39)

Variable	Mean (SD)
Emotion regulation
Perceived emotion t₀
What was the dominant emotion the customer displayed at the beginning of the call?	N/A
Perceived emotion t₁
What was the dominant emotion the customer displayed at the end of the call?	N/A
IER activity
How much did you try to change the customer's emotions?	4.05 (2.19)
IER goal attainment
To what extent do you think you succeeded in changing the customer's emotions?	4.51 (2.15)
Employee outcomes
Perceived stress
How stressful did you perceive the call?	1.50 (0.99)
Affective well-being
How did you feel during the call?	5.99 (1.39)

Note(s): All items were assessed on seven-point Likert scales (1 = Not at all, 7 = Very much), except for perceived emotion, which was anchored (1 = Very negative, 7 = Very positive). The categorical measure of emotion perception provided seven categories (six basic emotions after Ekman et al., 2013; plus neutral)

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