Purpose – To provide a new way of conceptualizing the leader's role in managing conflict for increased task and social outcomes in culturally heterogeneous workgroups (CHWs). Design/methodology/approach – The objectives of the paper can be met by hypothesizing the proposed relationships and...

Purpose – Within the emotional labor (EL) literature, the paper's aim is to test for additional scale distinctions in surface acting and deep acting, using a “difficult client” referent. Design/methodology/approach – Working with existing definitions and operationalizations across prior...

There is a paucity of information on student perceptions of favoritism in a training setting. The purpose of this study is to explore specific individual, situational, and relationship variables associated with student perceptions of favoritism in the business classroom. Respondents were asked...

Purpose – The purpose of this paper is to explore the mediating role of emotional dissonance in the customer aggression‐job‐induced tension relationship and the role of job autonomy in buffering against the negative consequences of emotional dissonance. Design/methodology/approach – In...

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,...

Purpose – This study aims to investigate pre‐complaint situations and has a threefold purpose: to identify a set of negative emotions experienced in unfavourable service experiences, to examine the patterns of these negative emotions and to link these negative emotions to complaint...

Purpose – The purpose of this paper is to identify the false distinction often drawn in both philosophy and social movement research between rationality of thought and the emotion of anger. By demonstrating that anger may represent something other than irrationality, the adequacy of common...

This article focuses on an organization that has spent many years attempting to make fundamental changes to its corporate identity and the ideals on which the organization was built. The objective is to discuss the effects of change programs on employees’ emotions. The study shows that the...