articleAcademy of Management JournalFeb 1, 2003Closed access

WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.

AAAlicia A. Grandey

Pennsylvania State University

Indexed incrossref

Abstract

Affective delivery, or expressing positive emotions in service interactions, helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act. Surfac...

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Topics & keywords

Topics
Keywords
  • Psychology
  • Emotional labor
  • Emotional exhaustion
  • Service (business)
  • Social psychology
  • Applied psychology
  • Business
  • Marketing
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