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date: 22 August 2019

Abstract and Keywords

There is a relatively wide consensus on the key components of emotional labor and their relationships. These components include affective events, display rules, emotion-rule dissonance, emotion regulation strategies, and genuine and fake emotional displays. Furthermore, researchers are increasingly recognizing the need to develop more differentiated concepts and measures in order to attain a more nuanced understanding of emotional labor and its effects on well-being. This article addresses the more recent and emergent issue of emotional labor, a work demand that has become a growing feature of service sector jobs. The aim of this article is to offer an integrative review of the literature on emotional labor in order to understand its effects on performance and employee well-being. It presents a model of the emotional labor process, and uses this as a basis from which to explore the effects of emotional labor.

Keywords: emotional labor, well-being, emotion-rule dissonance, emotion regulation strategies, service sector jobs

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