摘要
传统的劳动分为脑力劳动和体力劳动,本研究的研究内容是第三类劳动——情绪劳动。信用卡催收是一个复杂的人际交互过程,情绪劳动体现得最为明显,本研究以信用卡催收工作实践出发,分三个层次探讨情绪劳动策略对业绩的影响问题。
第一层次的研究回答“为什么要研究情绪劳动策略”的问题。影响业绩的因素很多,本部分通过来自于调查和现场的两方面证据,来阐述在人际互动工作中(如催收)选择情绪劳动——影响业绩的关键因素——的原因。研究一对113名催收员进行问卷调查,通过量化分析发现情绪智力对催收业绩有显著的预测作用,信赖他人无显著的预测作用,但调查并不能揭示其本质,通过Grandey(2003)的情绪劳动理论发现情绪劳动才是影响催收业绩的主要因素。研究二对16名催收员进行现场参与式观察及530通成功催收录音数据进行质性分析,从情绪劳动的标准、组织要求、维度三方面证明了催收工作是情绪劳动的过程,情绪劳动在其中起到关键作用。
第二层次的研究回答“是什么”的问题,即“情绪劳动策略是如何影响业绩的”。在工作中影响业绩的因素很多,情绪劳动能够占到多大的程度,需要更严谨的实验检验。针对这部分内容本研究控制了无关变量,设计三个实验探讨情绪劳动策略对业绩的影响。鉴于员工在使用情绪劳动策略时需要对自身情绪进行压抑,为了更准确的了解情绪劳动策略对业绩的影响,实验一首先探讨情绪对业绩的作用,在了解情绪本身对催收业绩影响的同时,也为后续研究提供实验基础。本实验选取92名被试,采用单因素被试间实验设计,探讨积极、消极、中性情绪在网络模拟催收的任务中业绩的差异,结果发现自身情绪对初始报价有显著的预测作用,积极情绪初始报价更低,最终的让步值更大,不成交时消极情绪的被试更愿意未来再和对方谈判。实验二在上述实验任务中加入对162名被试通过指导语进行情绪劳动策略的操控,采用2(情绪：积极、消极)×3(情绪劳动策略：表层扮演、深层扮演和自动调节)被试间实验设计,探讨自身情绪劳动策略对业绩的影响,结果发现,当员工运用情绪劳动策略时自身情绪的作用消失,情绪劳动策略对初始报价、最终让步值有显著预测作用,其中自动调节策略最有利,深层扮演次之,表层扮演报价低,让步大。实验三以上述实验任务为基础,选取130名被试,采用2(情绪：积极、消极)×2(真诚度：真诚、不真诚)被试间实验设计,通过操控对手的情绪劳动策略,探讨情绪劳动策略的传递对业绩的影响。结果发现对方的真诚度对谈判的客观(报价值、最终让步值)及主观指标(结果满意度、对对手印象)没有显著影响,对方内心情绪对主观指标有显著的预测作用。
第三层次的研究回答“怎么样”的问题,即“情绪劳动策略在工作中的运用”。本研究将以信用卡催收工作为例,运用扎根理论对收集到的数据进行分析,从情绪劳动策略的程度(研究一)、表现(研究二)、差异化(研究三)的运用及鉴别性的情绪劳动策略的运用(研究四)四方面探讨情绪劳动策略的运用。结果发现,在情绪劳动策略的程度上,深层扮演与表层扮演的表现不同,促进深层扮演的因素可以分为组织提供的外在条件(专家的指导、个人条件、团队的凝聚力)和员工自身的内在动力(充分的准备、自我学习、寻找自我的满足、责任感)两方面。在情绪劳动的表现上,影响因素包括个性、自身的情绪状态、客户的失信,在压抑和释放后员工的处理方式各有特点。在情绪劳动的差异化方面,根据催收的不同客户群体,催收员运用的策略各有不同,并在情绪劳动策略的运用上找出了鉴别性的差异,进一步明确了在实践工作中情绪劳动对业绩的影响。
依据上述研究结果,作者在文章的最后对本研究的不足之处进行反思,对未来的研究提出了若干建议。
Traditional labor is divided into brain labor and manual labor, and the present study is to discuss the third type—emotional labor. Collecting debt is a complex interpersonal process, where emotional labor manifests most significantly. The present study discusses emotional labor in collecting debt by three levels, based on the practical work of collecting debt of credit card.
The first level is to answer why studying emotional labor strategies. Many factors influence the performance, and the present study explains the reasons for choosing emotional labor as the critical factor in interpersonal work such as debt collection by the evident in the investigation and field. In the first part, the investigation of113debt collector by questionnaires shows that emotional labor has predictive effect on collection debt, but trust of others hasn't; however, the investigation cannot uncover the essence until it combines with Grandey's (2003) emotional labor theory to find that emotional labor is the critical factor. In the second part, by conducting a qualitative analysis on the field observation ofl6debt collector and530audio recordings of successful debt collection, it proves that debt collection is the process of emotional labor, which plays a critical factor in it, from three aspects of standards, organizational requirements and dimensions of emotional labor. The second level is to answer how emotional labor strategies influence the performance. It needs more precise experiments to measure at what extent emotional labor influences the work performance. Therefore, the present study controls irrelevant variables and designs three experiments to discuss the effects of emotional labor strategies on performance. Considering the employees need to suppress their emotions in the use of emotional labor strategies, in order to distinct the emotional labor strategies' influence on performance more accurately, the first experiment is to discuss the effects of emotions on debt collection, which also provides the basis of subsequent research. We selected92participants, and used single factor experiment between-subject design to discuss the positive, negative, neutral emotions' influence on performance in collecting task on net. The results indicate that personal emotions have significant predictive effect on quoted price, with participants with positive emotions having lower quoted price and more final concession and participants with negative emotions more willing to negotiate again with the opponent in the future. The second one162participants had attend the task, we used a2(emotions:positive and negative) x3(emotional labor strategies:superficial acting, deep acting, automatically adjust) between-subject design to discuss the effects of personal emotional labor strategies on performance, and the results indicate that when employee's personal emotions disappear after applying emotional labor strategies, emotional labor strategy has significant predictive effect on quoted price and final concession, among which self-regulating strategy best, deep impersonation comes second and superficial impersonation third with low quoted price and great concession. In the third experiment, we selected130participants and used a2(emotions:positive, negative) x2(authentic:yes, no) between-subject design to discuss the contagion of opponent's emotional labor strategies on performance, and the results show that the sincerity of opponents has no significant influence on objective indicators (the value of quoted price and concession) of negotiation and subjective indicators (satisfaction of results and impression of opponents), but opponent's internal emotions have significant predictive effect on subjective indicators.
The third level is to answer how emotional labor strategies apply in work place. The present study, taking credit card debt collection as an example, analyzes the data by grounded theory and discusses the application of emotional labor strategies from four aspects of extents, manifestations, differentiation and distinctive application of emotional labor strategies. The results indicate that on the extents, deep impersonation can be promoted by external conditions (guidance from experts, personal terms and team cohesiveness) and personal motivation (sufficient preparation, self learning, seeking for personal satisfaction and responsibility), which is different from superficial impersonation; on the manifestations, influential factors include personality, personal emotion status and breach of faith from clients, and employees' process mode differs after repressing and releasing; on the differentiation, debt collectors apply different strategies based on different groups of clients; and the distinction on the application of emotional labor strategies further explicates the effects of emotional labor on performance in practical work.
From above three levels, the present thesis illustrates the effects of emotional labor strategies on performance in collecting debt of credit card systematically. The author rethinks the shortcomings of the present study and makes several suggestions to the future research at the end of the dissertation.
引文
陈俊枝.(2012).情绪对网络双边谈判影响的实证研究.硕士学位论文.太原：山西大学.
陈卿.(2006).双边谈判中情绪的内部效应和外部效应.硕士学位论文.杭州：浙江大学.
陈卿.(2011).双边谈判中情绪的外部效应.陕西教育,5,73-74
陈为民.(2009).基于支持向量机的信用卡信用风险管理模型与技术研究.博士学位论文.长沙：湖南大学.
陈瑞君.(2006).零售业人员情绪劳动、情绪耗竭与心理健康的关系研究.硕士学位论文.郑州：河南大学.
陈向明.(2000).质的研究方法与社会科学研究.北京：教育科学出版社.
陈向明.(2008).质性研究的新发展及其对社会科学研究的意义。教育研究与实验,2,14-18
陈永愉.(2010).潜意识、情绪劳动与服务质量关系的研究.博士学位论文.天津：南开大学.
陈赞喆.(2009).情绪劳动、情绪智力与工作倦怠的关系研究.硕士学位论文.上海：华东师范大学.
董奇.(2004).心理与教育研究方法(修订版).北京：北京师范大学出版社.
戴晓阳.(2010).常用心理量表评估手册.北京：人民军医出版社.
樊辅东.(2012).恶意透支型信用卡诈骗罪中“催收”问题研究.河北法学,30(3),186-190.
宫斐.(2007).饭店一线员工情绪劳动研究.硕士学位论文.泉州：华侨大学
胡琳丽.(2009).动机性信息加工取向的谈判心理模型机制.博士学位论文.杭州：浙江大学.
黄敏儿,吴钟琦,唐淦琦.(2010).服务行业员工的人格特质、情绪劳动策略与心理健康的关系.心理学报,(12),1175-1189.
J. Amos Hatch (著).朱光明等译.(2007).如何做质的研究.北京：中国轻工业出版社.
卡麦兹(Charmaz, K) (著).边国英译.(2009).建构扎根理论：质性研究实践指南.重庆：重庆大学出版社.
李冬冬,程真波,戴瑞娜,汪芬,黄宇霞.(2012).情绪音乐库的初步编制与评定.中国心理卫生杂志(7),552-556.
雷晶.(2009).情绪劳动作用机制下服务企业的人力资源管理.硕士学位论文.成都：西南财经大学
林川,黄敏儿.(2011).特质应对与展现规则对情绪劳动的影响.心理学报,43(1),65-73.
马淑蕾,黄敏儿.(2006).情绪劳动：表层动作与深层动作,哪一种效果更好?心理学报,38(2),262-270.
缪丽华.(2009).中小学教师情绪劳动的实证研究.硕士学位论文.重庆：重庆大学.
邱林,郑雪,王雁飞.(2009).积极情感消极情感量表(PANAS)的修订.应用心理学,14(3),249-254.
孙立志.(2008).保险营销员情绪劳动对压力反应的影响.硕士学位论文.郑州：河南大学.
谭亚梅.(2008).情绪劳动与工作倦怠、工作满意度的关系.硕士学位论文.郑州：河南大学
童亮.(2010).广东电网公司公关从业人员情绪劳动与工作倦怠的关系研究.硕士学位论文.广州：暨南大学.
王天辉,汤超颖,李智,赵丽丽.(2011).销售人员情绪劳动策略,移情与销售绩效的实证研究.科技管理研究,(21),138-143.
王鹏.(2007).决策过程中的时间距离问题研究.博士学位论文.上海：华东师范大学.
王鹏,刘永芳.(2009).情绪对跨期选择的影响.心理科学,32(6),1318-1320
汪向东,王希林,马弘.(1999).心理卫生评定量表手册.北京：中国心理卫生杂志社.
韦庆旺.(2008).权力差异和社会动机对谈判行为和结果的影响.博士学位论文.杭州：浙江大学.
伍威·弗里克(著).孙进译.(2011).质性研究导引.重庆：重庆大学出版社.
吴宗佑.(2003).工作中的情绪劳动：概念发展、相关变量分析、心理历程议题探讨.博士学位论文.台湾：“国立”台湾大学心理学研究所.
杨林锋.(2008).情绪劳动、人格与工作满意、工作倦怠关系研究.硕士学位论文.苏州：苏州大学.
叶澍茵.(2009).感知到的情绪服务规范和情绪劳动策略的关系——目标指向的调节作用.硕士学位论文.北京：北京大学.
张芳.(2010).基层管理者情绪劳动与工作绩效实证研究.硕士学位论文.兰州：兰州大学.
张辉华,凌文辁,方俐洛.(2006).“情绪工作”研究概况.心理科学进展,14(1),111-119.
张辉华,王辉.(2011).个体情绪智力与工作场所绩效关系的元分析.心理学报,43(2),188-202.
张侃,(2011).组织支持感对情绪劳动与工作倦怠之间关系的调节作用研究.硕士学位论文.南京：南京大学.
张嫒.(2006).社会动机、任务结构、交流媒介对多边谈判策略及其结果的影响.硕士学位论文.杭州：浙江大学.
赵刚.(2007).商业银行信用卡业务信用风险管理研究.博士学位论文.上海：华东师范大学.
郑璞,刘聪慧,俞国良.(2012).情绪诱发方法述评.心理科学进展,20(1),45-55.
Abraham, R. (1998). Emotional dissonance in organizations:Antecedents, consequences, and moderators. Genetic, Social, and General Psychology Monographs,124(2),229-246.
Abraham, R. (1999). The impact of emotional dissonance on organizational commitment and intention to turnover. The Journal of Psychology: Interdisciplinary and Applied,133(4),441-455.
Adelmann, P. K. (1995). Emotional labor as a potential source of job stress. In S.L. Sauter &L. R. Murphy (Eds.), Organizational risk factors for job stress (pp.371-381). Washington, DC:American Psychological Association.
Adler, R. S., Rosen, B.,& Silverstein, E. M. (2007). Emotions in Negotiation:How to Manage Fear and Anger. Negotiation Journal,14(2),161-179.
Allred, K. G., Mallozzi, J. S., Matsui, F.,& Raia, C. P. (1997). The influence of anger and compassion on negotiation performance. Organizational Behavior and Human Decision Processes,70(3),175-187.
Ashforth, B. E.,& Humphrey, R. H. (1993). Emotional labor in service roles:The influence of identity. Academy of Management Review,88-115.
Ashforth, B. E.,& Tomiuk, M. A. (2000). Emotional labour and authenticity:views from service agents. In S. Fineman (Ed.), Emotion in organizations (2nded., pp.184-203).London:sage.
Athay, M.,& Darley, J. (1982). Social roles as interaction competencies. Personality, roles, and social behavior. New York:Springer.
Averill, J. R. (1980). A constructivist view of emotion. Emotion:Theory, research, and experience,1,305-339.
Averill, J. R. (1982). Anger and aggression:an essay on emotion. Springer Verlag.
Bailey, J. J.,& McCollough, M. A. (2000). Emotional labor and the difficult customer: Coping strategies of service agents and organizational consequences. Journal of Professional Services Marketing,20(2),51-72.
Bailey, J. (1996). Service agents, emotional labor and costs to overall customer service. Paper presented at the Poster presented at the 11th Annual Conference of the Society for Industrial and Organizational Psychology, San Diego, CA.
Baltes, B. B., Dickson, M. W., Sherman, M. P., Bauer, C. C.,& LaGanke, J. S. (2002). Computer-mediated communication and group decision making:A meta-analysis. Organizational Behavior and Human Decision Processes,87(1),156-179.
Baron, R. A. (2006). Environmentally Induced Positive Affect:It's Impact on Self-Efficacy, Task Performance, Negotiation, and Conflictl. Journal of Applied Social Psychology,20(5),368-384.
Baron, R. A., Fortin, S. P., Frei, R. L., Hauver, L. A.,& Shack, M. L. (1990). Reducing organizational conflict:The role of socially-induced positive affect. International Journal of Conflict Management,1(2),133-152.
Barry, B. (1999). The tactical use of emotion in negotiation. Research on negotiation in organizations,7,93-124.
Barry, B., Fulmer, I. S.,& Van Kleef, G. A. (2004). I laughed, I cried, I settled:The role of emotion in negotiation. The handbook of negotiation and culture,71-94.
Barry, B.,& Oliver, R. L. (1996). Affect in dyadic negotiation:A model and propositions. Organizational Behavior and Human Decision Processes,67(2), 127-143.
Barsade, S. G. (2002). The ripple effect:Emotional contagion and its influence on group behavior. Administrative Science Quarterly,47(4),644-675.
Bartos, O. J. (1974). Process and outcome of negotiations:Columbia University Press New York.
Bateman, T. S. (1980). Contingent concession strategies in dyadic bargaining. Organizational Behavior and Human Performance,26(2),212-221.
Baumeister, R. F., Bratslavsky, E., Muraven, M.,& Tice, D. M. (1998). Ego depletion: is the active self a limited resource? Journal of personality and social psychology, 74(5),1252-1265.
Bazerman, M. H., Curhan, J. R., Moore, D. A.,& Valley, K. L. (2000). Negotiation. Annual review of psychology,51(1),279-314.
Bono, J. E.,& Vey, M. A. (2005). Toward understanding emotional management at work:A quantitative review of emotional labor research. Emotions in organizational behavior,213-233.
Bradley, Margaret M.,& Lang, Peter J.(1994). Measuring emotion:the self-assessment manikin and the semantic differential. Journal of behavior therapy and experimental psychiatry,25(1),49-59.
Brotheridge, C. M.,& Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work". Journal of vocational behavior, 60(1),17-39.
Brotheridge, C. M.,& Lee, R. T. (1998). On the Dimensionality of Emotional Labour: Development of an Emotional Labour Scale'. Paper presented at the First Conference on Emotions in Organizational Life, San Diego, CA.
Brotheridge, C. M.,& Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1),57-67.
Carnevale, P. J.,& Isen, A. M. (1986). The influence of positive affect and visual access on the discovery of integrative solutions in bilateral negotiation. Organizational behavior and human decision Processes,37(1),1-13.
Campos J J, Campos R G, Barrett K C. (1989). Emergent themes in the study of emotional development and emotion regulation. Developmental Psychology. 25,394-402.
Chau, S. L., Dahling, J. J., Levy, P. E.,& Diefendorff, J. M. (2009). A predictive study of emotional labor and turnover. Journal of Organizational Behavior,30(8), 1151-1163.
Cicchetti D., Ackerman B.,lzard C. (1995). Emotions and emotion regulation in developmental psychopathology. Developmental and psychopathology,7(1),1-10.
Cole P. M., Michel M.K.,& Teti L.O.(1994). The development of emotion regulation and dysregulation:A clinical perspective. Monographs of the Society for Research in Child Development,59,73-100.
Cordes, C. L., Dougherty, T. W.,& Blum, M. (1999). Patterns of burnout among managers and professionals:A comparison of models. Journal of Organizational Behavior.18(6),685-701.
Cote, S.,& Morgan, L. M. (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior,23(8),947-962.
C6t6, S. (2005). A Social Interaction Model of the Effects of Emotion Regulation on Work Strain. Academy of Management Review,30(3),509-530.
Daly, J. P. (1991). The effects of anger on negotiations over mergers and acquisitions. Negotiation Journal,7(1),31-39.
Darwin, C. (2002). The expression of the emotions in man and animals:Oxford University Press, USA.
Davidson, M. N.,& Greenhalgh, L. (1999). The role of emotion in negotiation:The impact of anger and race. Research on negotiation in organizations,7,3-26.
Davies, S. A. (2002). Emotional labor in academia:Development and initial validation of a new measure., Ohio State University.
De Dreu, C. K., Emans, B., van de Vliert, E.,& Carnevale, P. J. (1994). Effects of gain-loss frames in negotiation:Loss aversion, mismatching, and frame adoption. Organizational behavior and human decision processes,60,90-107.
Diefendorff, J. M., Croyle, M. H.,& Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior,66(2), 339-357.
Diefendorff, J. M., Erickson, R. J., Grandey, A. A.,& Dahling, J. J. (2011). Emotional display rules as work unit norms:A multilevel analysis of emotional labor among nurses. Journal of Occupational Health Psychology,16(2),170-186.
Diefendorff, J. M., Richard, E. M.,& Yang, J. (2008). Linking emotion regulation strategies to affective events and negative emotions at work. Journal of Vocational behavior,73(3),498-508.
Diefendorff, J. M.,& Gosserand, R. H. (2003). Understanding the emotional labor process:A control theory perspective. Journal of Organizational Behavior,24(8), 945-959.
Dodge K A. (1989). Coordinating response to aversive stimuli:Introduction to a special section on the development of emotion regulation. Developmental Psychology,25(3):339-342.
Dougherty, D. D., Rauch, S. L., Deckersbach, T., Marci, C., Loh, R.,& Shin, L. M., et al. (2004). Ventromedial prefrontal cortex and amygdala dysfunction during an anger induction positron emission tomography study in patients with major depressive disorder with anger attacks. Archives of General Psychiatry,61(8), 795-804.
Druckman, D.,& Bonoma, T. V. (1976). Determinants of bargaining behavior in a bilateral monopoly situation II:Opponent's concession rate and similarity. Behavioral Science,21(4),252-262.
Ekman, P. (1993). Facial expression and emotion. American Psychologist,48(4), 384-392.
Ekman, P., Friesen, W. V.,& Ellsworth, P. (1972). Emotion in the human face: Guidelines for research and an integration of findings. Pergamon Press.
Fay, C. L. (2011). Gender Differences in Emotional Labor. http://hdl.handle.net/10106/6166
Filipowicz, A., Barsade, S.,& Melwani, S. (2011). Understanding emotional transitions:The interpersonal consequences of changing emotions in negotiations. Journal of personality and social psychology,101(3),541-556.
Forgas, J. P. (1998). On feeling good and getting your way:mood effects on negotiator cognition and bargaining strategies. Journal of personality and social psychology,74(3),565-577.
Frank, M. G., Ekman, P.,& Friesen, W. V. (1993). Behavioral markers and recognizability of the smile of enjoyment. Journal of personality and social psychology,64(1),83-93.
Freedy, J. R.,& Hobfoll, S. E. (1994). Stress inoculation for reduction of burnout:A conservation of resources approach. Anxiety, Stress and Coping,6(4),311-325.
Fridlund, A. J. (1994). Human facial expression:An evolutionary view.:Academic Press.
Friedman, H. S.,& Riggio, R. E. (1981). Effect of individual differences in nonverbal expressiveness on transmission of emotion. Journal of Nonverbal Behavior,6(2), 96-104.
Frijda, N. H.,& Mesquita, B. (1994). The social roles and functions of emotions. In S. Kitayama & H.S. Markus (Eds.), Emotion and culture:Empirical studies of mutual influence (pp.51-87). Washington, DC:American Psychological Association.
Glomb, T. M.,& Tews, M. J. (2004). Emotional labor:A conceptualization and scale development. Journal of Vocational Behavior,64(1),1-23.
Goldberg, L. S.,& Grandey, A. A. (2007). Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology,12(3),301-318.
Grandey, A. A. (1999). The effects of emotional labor:Employee attitudes, stress and performance. Doctoral dissertation, Colorado State University.
Grandey, A. A. (2000). Emotional regulation in the workplace:A new way to conceptualize emotional labor. Journal of occupational health psychology,5(1), 95-110.
Grandey, A. A. (2003). When" the show must go on":Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of management Journal,46(1),86-96.
Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J.,& Sideman, L. A. (2005). Is "service with a smile" enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Processes,96(1), 38-55.
Grandey, A., Foo, S. C., Groth, M.,& Goodwin, R. E. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology; Journal of Occupational Health Psychology, 17(1),1-14.
Gross, J. J. (1998). Antecedent-and response-focused emotion regulation:divergent consequences for experience, expression, and physiology. Journal of personality and social psychology,74(1),224-237.
Gross J. J. (1999). Emotion Regulation:Past, Present, Future. Cognition and Emotion,13(5),551-573.
Gross, J. J. (2002). Emotion regulation:Affective, cognitive, and social consequences. Psychophysiology,39,281-291.
Gross, J. J.,& John, O. P. (2003). Individual differences in two emotion regulation processes:implications for affect, relationships, and well-being. Journal of personality and social psychology,85(2),348-362.
Harris, L. C. (2002). The emotional labour of barristers:an exploration of emotional labour by status professionals. Journal of Management Studies,39(4),553-584.
Hatfield, E., Cacioppo, J. T.,& Rapson, R. L. (1994). Emotional contagion. Cambridge, England:Cambridge University Press.
Hennig-Thurau, T., Groth, M., Paul, M.,& Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing,58-73.
Hess, U.,& Blairy, S. (2001). Facial mimicry and emotional contagion to dynamic emotional facial expressions and their influence on decoding accuracy. International Journal of Psychophysiology,40,129-141.
Hietanen, J. K., Surakka, V.,& Linnankoski, I. (2003). Facial electromyographic responses to vocal affect expressions. Psychophysiology,35(5),530-536.
Hobfoll, S. E. (1989). Conservation of resources:A new attempt at conceptualizing stress. American psychologist,44(3),513-524.
Hochschild, A. R.(1975). The sociology of feeling and emotion:Selected possibilities. In M. Millman & R. M. Kanter (Eds.), Another voice:Feminist perspectives on social life and social science (pp.280-307). New York:Octagon books.
Hochschild, A.R.(1979). Emotion work, feeling rules and social structure. American Journal of Sociology,85,551-575.
Hochschild Arlie, R. (1983). The Managed Heart:Commercialization of Human Feeling:Berkeley, University of California Press.
Hochschild, A. R. (1993). Preface'to S. Fineman,(Ed), Emotion in Organizations (pp.36-57). London:Sage.
Holman, D., Chissick, C.,& Totterdell, P. (2002). The effects of performance monitoring on emotional labor and well-being in call centers. Motivation and Emotion,26(1),57-81.
Isen, A. M., Daubman, K. A.,& Nowicki, G. P. (1987). Positive affect facilitates creative problem solving. Journal of personality and social psychology,52(6), 1122-1131.
Janovics, J.,& Christiansen, N. D. (2001). Emotional intelligence in the workplace. Paper presented at the 16th Annual Conference of the Society of Industrial and Organizational Psychology, San Diego, CA.
Johnson, H. M.,& Spector, P. E. (2007). Service with a smile:Do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology,12(4),319-333.
Joseph, D. L.,& Newman, D. A. (2010). Emotional intelligence:an integrative meta-analysis and cascading model. Journal of Applied Psychology,95(1),54-78.
Keltner, D.,& Haidt, J. (1999). Social functions of emotions at four levels of analysis. Cognition & Emotion,13(5),505-521.
Keltner, D.,& Kring, A. M. (1998). Emotion, social function, and psychopathology. Review of General Psychology,2(3),320-342.
Klinnert, M. D., Campos, J. J., Sorce, J. F., Emde, R. N.,& Svejda, M. (1983). Emotions as behavior regulators:Social referencing in infants. In R. Plutchik & H. Kellerman(Eds.), Emotion theory, research and experience:Vol.2. Emotions in early development(pp.57-86). New York:Academic Press.
Knutson, B. (1996). Facial expressions of emotion influence interpersonal trait inferences. Journal of Nonverbal Behavior,20(3),165-182.
Koelsch, S. (2010). Towards a neural basis of music-evoked emotions. Trends in cognitive sciences,14(3),131-137.
Kopelman, S., Rosette, A. S.,& Thompson, L. (2006). The three faces of Eve: Strategic displays of positive, negative, and neutral emotions in negotiations. Organizational Behavior and Human Decision Processes,99(1),81-101.
Kross, E., Davidson, M., Weber, J.,& Ochsner, K. (2009). Coping with emotions past: the neural bases of regulating affect associated with negative autobiographical memories. Biological psychiatry,65(5),361-366.
Krumhansl, C. L. (1997). An exploratory study of musical emotions and psychophysiology. Canadian Journal of Experimental Psychology/Revue canadienne de psychologie experimentale,51(4),336-353.
Lazarus, R. S. (1991a). Emotion and adaptation. New York:Oxford University Press, USA.
Lazarus, R. S. (1991b). Progress on a cognitive-motivational-relational theory of emotion. American Psychologist,46(8),819-834.
Leidner, R. (1993). Fast food, fast talk:Service work and the routinization of everyday life:University of California Press.
Levy, D. A.,& Nail, P. R. (1993). Contagion:A theoretical and empirical review and reconceptualization. Genetic, Social, and General Psychology Monographs, 119(2),235-284.
Li, S. (2006). Strategic emotion in negotiation| The use and consequences of positive and negative emotions. Doctoral dissertation. Northwestern University.
Liebert, R. M., Smith, W. P., Hill, J. H.,& Keiffer, M. (1968). The effects of information and magnitude of initial offer on interpersonal negotiation. Journal of Experimental Social Psychology,4(4),431-441.
Little, L. M. (2007). Happy to help:State positive affect, state negative affect and affective ambivalence as predictors of emotional labor style and customer service performance. Doctoral dissertation. Oklahoma State University.
Liu, Y., Prati, L. M., Perrewe, P. L.,& Ferris, G. R. (2008). The relationship between emotional resources and emotional labor:An exploratory study. Journal of Applied Social Psychology,38(10),2410-2439.
Lundqvist, L.,& Dimberg, U. (1995). Facial expressions are contagious. Journal of Psychophysiology, 9(3),203-211.
Mahoney, K. T., Buboltz Jr, W. C., Buckner, V., John, E.,& Doverspike, D. (2011). Emotional labor in American professors. Journal of Occupational Health Psychology,16(4),406-423.
Martin, S. E. (1999). Police force or police service? Gender and emotional labor. The annals of the American academy of political and social science,561(1),111-126.
Maslach, C. (1982). Burnout:the cost of caring. Englewood Cliffs, NJ:Prentice-Hall.
Maslach, C, Jackson, S. E.,& Leiter, M. P. (1996). Maslach burnout inventory manual. Mountain View, CA:CPP. Inc., and Davies-Black.
Maslach, C.,& Jackson, S. E. (1981). Maslach Burnout Inventory:MBI:Consulting psychologists press.
Mastracci, S. H., Newman, M. A.,& Guy, M. E. (2006). Appraising Emotion Work Determining Whether Emotional Labor Is Valued in Government Jobs. The American Review of Public Administration,36(2),123-138.
McCance, A. S. (2011). Emotional labor in intercultural service encounters:An experience sampling study, http://hdl.handle.net/2142/18445.
McKibben, E. S. (2010). The relationship between mood, emotional labor, ego depletion, and customer outcomes overtime. Doctoral dissertation. Clemson University.
Menon, V.,& Levitin, D. J. (2005). The rewards of music listening:response and physiological connectivity of the mesolimbic system. Neuroimage,28(1), 175-184.
Metts, S., Bowers, J. W., Knapp, M. L.,& Miller, G. R. (1994). Emotion in interpersonal communication. Handbook of interpersonal communication, 508-541.
Morris, J. A.,& Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review,986-1010.
Morris, J. A.,& Feldman, D. C. (1997). Managing emotions in the workplace. Journal of Managerial Issues,257-274.
Morris, M. W.,& Keltner, D. (2000). How emotions work:The social functions of emotional expression in negotiations. Research in organizational behavior,22(1), 1-50.
Motowidlo, S. J.,& Van Scotter, J. R. (1994). Evidence that task performance should be distinguished from contextual performance. Journal of Applied psychology, 79(4),475-480.
Muraven, M.,& Baumeister, R. F. (2000). Self-regulation and depletion of limited resources:Does self-control resemble a muscle? Psychological bulletin,126(2), 247-259.
Neumann, R.,& Strack, F. (2000). " Mood contagion":the automatic transfer of mood between persons. Journal of personality and social psychology,79(2), 211-223.
Oatley, K.,& Jenkins, J. M. (1992). Human emotions:Function and dysfunction. Annual Review of psychology,43(1),55-85.
Oatley, K.,& Johnson-Laird, P. N. (1987). Towards a cognitive theory of emotions. Cognition and emotion,1(1),29-50.
Parrott, W. G. (1994). Beyond hedonism:Motives for inhibiting good moods and for maintaining bad moods. In D. M. Wegner & J. W. Pennebaker (Eds.), Handbook of mental control (pp.278-305).Englewood Cliffs, NJ:Prentice-Hall.
Parrott, W. (2001). Emotions in social psychology:Essential readings.:Psychology Press.
Pillutla, M. M.,& Murnighan, J. K. (1996). Unfairness, anger, and spite:Emotional rejections of ultimatum offers. Organizational Behavior and Human Decision Processes.
Plutchik, R. (1980). Emotion, a psychoevolutionary synthesis:Harper & Row New York.
Poole, M. S., Shannon, D. L.,& DeSanctis, G. (1992). Communication media and negotiation processes..
Pruitt, D. G. (1981). Negotiation behavior.NewYork:Academic Press.
Pruitt, D. G.,& Carnevale, P. J. (1993). Negotiation in social conflict. Buckingham, England:Open Universiy Press.
Pruitt, D. G.,& Syna, H. (1985). Mismatching the opponent's offers in negotiation. Journal of experimental social psychology,21(2),103-113.
Pugliesi, K. (1999). The consequences of emotional labor:Effects on work stress, job satisfaction, and well-being. Motivation and Emotion,23(2),125-154.
Putnam, L. L. (1994). Challenging the assumptions of traditional approaches to negotiation. Negotiation Journal,10(4),337-346.
Rafaeli, A.,& Sutton, R. I. (1991). Emotional contrast strategies as means of social influence:Lessons from criminal interrogators and bill collectors. Academy of Management Journal,749-775.
Rapson, R. L., Hatfield, E.,& Cacioppo, J. T. (1993). Emotional contagion: Cambridge university press.
Richards, J. M.,& Gross, J. J. (2000). Emotion regulation and memory:the cognitive costs of keeping one's cool. Journal of personality and social psychology,79(3), 410-430.
Rozell, E. J., Pettijohn, C. E.,& Parker, R. S. (2006). Emotional intelligence and dispositional affectivity as predictors of performance in salespeople. Journal of marketing Theory and Practice,113-124.
Russell, J. A. (1980). A circumplex model of affect. Journal of personality and social psychology,39(6),1161-1178.
Rutter, D. R.,& Fielding, P. J. (1988). Sources of occupational stress:An examination of British prison officers. Work & Stress,2(4),291-299.
Salancik, G. R.,& Pfeffer, J. (1978). A social information processing approach to job attitudes and task design. Administrative science quarterly,224-253.
Salovery P, Mayer J D. (1990). Emotional intelligence. Imagination, Cognition, and Personality,9(3),185-211
Schaubroeck, J.,& Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior,21(2),163-183.
Scherer, K. R. (1986). Vocal affect expression:a review and a model for future research. Psychological bulletin,99(2),143-165.
Schutte, N., Toppinen, S., Kalimo, R.,& Schaufeli, W. (2000). The factorial validity of the Maslach Burnout Inventory-General Survey (MBI-GS) across occupational groups and nations. Journal of Occupational and Organizational psychology,73(1),53-66.
Schwarz, N.,& Clore, G. L. (1983). Mood, misattribution, and judgments of well-being:Informative and directive functions of affective states. Journal of personality and social psychology,45(3),513-523.
Seery, B. L.,& Corrigall, E. A. (2009). Emotional labor:Links to work attitudes and emotional exhaustion. Journal of Managerial Psychology,24(8),797-813.
Shaver, P., Schwartz, J., Kirson, D.,& O'Connor, C. (1987). Emotion knowledge: further exploration of a prototype approach. Journal of personality and social psychology,52(6),1061-1086.
Shuler, S.,& Sypher, B. D. (2000). Seeking Emotional Labor When Managing the Heart Enhances the Work Experience. Management Communication Quarterly, 14(1),50-89.
Smith, D. L., Pruitt, D. G.,& Carnevale, P. J. (1982). Matching and mismatching:The effect of own limit, other's toughness, and time pressure on concession rate in negotiation. Journal of Personality and Social Psychology,42(5),876-883.
Strongman, K. T. (1996). The Psychology of Emotions:theories of emotions in perspective. Chichester, Willey and Sons.
Sutton, R. I. (1991). Maintaining norms about expressed emotions:The case of bill collectors. Administrative Science Quarterly,36,245-268.
Sutton, R. I.,& Rafaeli, A. (1988). Untangling the relationships between displayed emotions and organizational sales:the case of convenience stores. Academy of Management journal,31(3),461-487.
Sy, T., Tram, S.,& O Hara, L. A. (2006). Relation of employee and manager emotional intelligence to job satisfaction and performance. Journal of Vocational Behavior,68(3),461-473.
Thompson, L. (1990). Negotiation behavior and outcomes:Empirical evidence and theoretical issues. Psychological bulletin,108(3),515-532.
Thompson, L., Nadler, J.,& Kim, P. H. (1999). Some like it hot:The case for the emotional negotiator. Shared cognition in organizations:The management of knowledge(pp.139-161).Mahwah, N J:Erlbaum.
Thompson, L.,& Nadler, J. (2002). Negotiating via information technology:Theory and application. Journal of Social Issues,58(1),109-124.
Thompson, R. A. (1991). Emotion regulation and emotional development. Educational Psychological Review,3,269-307.
Totterdell, P.,& Holman, D. (2003). Emotion regulation in customer service roles: testing a model of emotional labor. Journal of Occupational Health Psychology; Journal of Occupational Health Psychology,8(1),55-73.
Tsai, Wei-Chi (2001), Determinants and Consequences of Employee Displayed Positive Emotions. Journal of Management,27 (4),491-512.
Tsai, Wei-Chi,& Huang, Yin-Mei.(2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology; Journal of Applied Psychology,87(5),1001-1008.
Ulijn, J. M.,& Lincke, A. (2004). The Effect of CMC and FTF on Negotiation Outcomes between RD and Manufacturing Partners in the Supply Chain:An Anglo/Nordic/Latin Comparison. International Negotiation,9(1),111-140.
Van Kleef, G. A. (2009). How Emotions Regulate Social Life The Emotions as Social Information (EASI) Model. Current Directions in Psychological Science,18(3), 184-188.
Van Kleef, G. A., De Dreu, C. K. W.,& Manstead, A. S. R. (2004). The interpersonal effects of emotions in negotiations:a motivated information processing approach. Journal of personality and social psychology,87(4),510-528.
Van Kleef, G. A., De Dreu, C. K.,& Manstead, A. S. (2004). The interpersonal effects of anger and happiness in negotiations. Journal of personality and social psychology,86(1),57-76.
Van Rooy, D. L.,& Viswesvaran, C. (2004). Emotional intelligence:A meta-analytic investigation of predictive validity and nomological net. Journal of Vocational Behavior,65(1),71-95.
Wall Jr, J. A. (1991). Impression management in negotiations. In R. A. Giacalone & P. Rosenfeld(Eds.), Applied impression management:How image-making affects managerial decisions (pp.133-156). Thousand Oaks, CA:sage.
Weber, M. (1947). The theory of economic and social organization. Trans. AM Henderson and Talcott Parsons. New York:Oxford University Press.
Wild, B., Erb, M.,& Bartels, M. (2001). Are emotions contagious? Evoked emotions while viewing emotionally expressive faces:quality, quantity, time course and gender differences. Psychiatry research,102(2),109-124.
Wright, T. A.,& Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology,83(3), 486-493.
Yu XN, Zhang JX. (2007). Factor analysis and psychometric evaluation of the Connor-Dacidson Resilience Scale(CD-RISC) with Chinese people. Soc Behav Pers,2007,35,19-30
Yukl, G. A. (1974). Effects of situational variables and opponent concessions on a bargainer's perception, aspirations, and concessions. Journal of Personality and Social Psychology,29(2),227-236.
Zammuner, V. L.,& Galli, C. (2005). Wellbeing:Causes and consequences of emotion regulation in work settings. International review of psychiatry,17(5), 355-364.
Zapf, D. (2002). Emotion work and psychological well-being:A review of the literature and some conceptual considerations. Human Resource Management Review,12(2),237-268.
Zhang, Q.,& Zhu, W. (2008). Exploring emotion in teaching:Emotional labor, burnout, and satisfaction in Chinese higher education. Communication Education, 57(1),105-122.