Dallimore, Karen and Sparks, Beverley (2008) The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions. In: EIRASS 2008: Recent Advances in Retailing and Services Science, 14-17 Jul 2008, Zagreb, Croatia.
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The effectiveness of reappraisal as an emotional regulation technique for minimizing negative emotional contagion during angry complaint interactions. This paper expands the research on emotional labor, emotional regulation, and emotional contagion, by investigating the effectiveness of reappraisal or deep acting in reducing the negative impact of emotional contagion on frontline service providers (FSP) during angry compliant interactions.
|Item Type:||Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)|
|Additional Information:||Abstract only available.|
|Uncontrolled Keywords:||emotional labour; reappraisal; remotional regulation; emotional contagion; complaints|
|Subjects:||350000 Commerce, Management, Tourism and Services > 350600 Services > 350601 Hospitality Management|
|Depositing User:||Ms Karen Dallimore|
|Date Deposited:||29 Jan 2010 03:39|
|Last Modified:||02 Jul 2013 23:14|
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