What have we learned? ten years on

What have we learned? ten years on

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The theme of this volume, What Have We Learned? Ten Years On, provides a wonderful tour of the ways in which emotions research has advanced the way in which we conceive of work and its possibilities for adding value to life. The volume is presented in eight parts, so that the reader will can how emo...

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Bibliographische Detailangaben
Format: Elektronisch E-Book
Sprache:English
Veröffentlicht: Bingley, U.K. Emerald 2011
Schriftenreihe:Research on emotion in organizations v. 7
Schlagworte:
Business & Economics
Business & management
Organizational theory & behaviour
Emotions > Social aspects
Organizational behavior > Psychological aspects
Online-Zugang:DE-634
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Inhaltsangabe:
  • Overview : what have we learned? : ten years on / Charmine E.J. Härtel, Neal M. Ashkanasy, Wilfred J. Zerbe
  • ch. 1. Synthesizing what we know and looking ahead : a meta-analytical review of 30 years of emotional labor research / Gang Wang, Scott E. Seibert, Terry L. Boles
  • ch. 2. Understanding the relationship between emotional labor and effort / Robyn E. Goodwin
  • ch. 3. Tricks of the trade : customer service employee strategies in performing emotion work / Sanjeewa Perera
  • ch. 4. Sales employee's emotional labor : a question of image or support / Sushanta K. Mishra
  • ch. 5. The role of emotions in supporting independent professionals / Tui McKeown, Melanie Bryant, Robyn Cochrane
  • ch. 6. Coding emotions in complaint behavior : comparing the Shaver et al. and Richin's consumption emotions sets / Rebekah Russell-Bennett, Charmine E.J. Härtel
  • ch. 7. Affective events theory as a framework for understanding third-party consumer complaints / Rebekah Russell-Bennett, Charmine E.J. Härtel, Amanda Beatson
  • ch. 8. Display rules and emotional labor within work teams / William J. Becker, Russell Cropanzano
  • ch. 9. Emotional intelligence as a moderator of the quality of leader-member exchange and work-related outcomes / Nicholas Clarke, Nomahaza Mahadi
  • ch. 10. Managing negative emotions in emergency call taking : a heat-model of emotional management / Martin G.A. Svensson
  • ch. 11. The measurement of trait emotional intelligence with TEIQue-SF : an analysis based on unfolding item response theory models / Leonidas A. Zampetakis
  • ch. 12. Exploring the antecedent and consequences of authenticity of emotional expression / Sushanta K. Mishra
  • ch. 13. A positive approach to workplace bullying : lessons from the Victorian public sector / Laura Barker

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