Grandey, Alicia; Rafaeli, Anat; Ravid, Shy; Wirtz, Jochen; … - In: Journal of Service Management 21 (2010) 3, pp. 388-412
Purpose – The purpose of this paper is to illustrate how emotion display rules are influenced by relational, occupational, and cultural expectations. Design/methodology/approach – The authors compare these influences by assessing anger and happiness display rules toward customers, coworkers,...