Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation

This study investigates the impact of customer interpersonal and informational injustice on service workers' emotional labor (surface acting). Results from a study conducted on 152 bank tellers in Germany showed that customers are evaluated by employees as a potential source of unfairness. Perc...

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Bibliographische Detailangaben

Veröffentlicht in:	Journal of management 2008-10, Vol.34 (5), p.903-924
Hauptverfasser:	Rupp, Deborah E., Silke McCance, A., Spencer, Sharmin, Sonntag, Karlheinz
Format:	Artikel
Sprache:	eng
Schlagworte:	Anger Emotional regulation Impact analysis Justice Organizational behavior Studies
Online-Zugang:	Volltext
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