Can we talk about emotional flexibility? Cognitive emotional regulation strategies as moderator of the relationship between emotional labor and self esteem

被引：0
作者：
Mukherjee T. [1 ]
Bhal K.T. [1 ]
机构：
[1] Department of Management Studies, Indian Institute of Technology, Delhi
来源：
Global Journal of Flexible Systems Management | 2011年 / 12卷 / 1-2期
关键词：
Cognitive emotional regulation strategies; Customer moods; Emotional flexibility; Emotional labor; Self esteem;
D O I：
10.1007/BF03396598
中图分类号：
学科分类号：
摘要：
The present study looks at the impact of emotional labor (which consists of two strategies, surface acting and deep acting, that can be used flexibly depending upon the situation) on the service agents in organizations like call centres. This study aims to explore the moderating role of cognitive emotion regulation strategies on the relationship of emotional labor with employee self esteem when the customers are in two basic moods i.e. angry and happy. The study was done in an experimental setting. The results of the study indicate that the impact of emotional labor on employee self esteem does get moderated differently by positive and negative emotional regulation strategies. © 2011, Global Institute of Flexible Systems Management.
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页码：47 / 58
页数：11
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