Personally committed to emotional labor: Surface acting, emotional exhaustion and performance among service employees with a strong need to belong.

Individual differences in emotional labor and subsequent vulnerability to burnout have been explored through the prism of Congruence Theory, which examines the congruence between personality traits and job requirements (Bono & Vey, 2007; Moskowitz & Coté, 1995). Drawing on theory and research dealing with the association between the need to belong and self-regulation (Baumeister, DeWall, Ciarocco & Twenge, 2005), this study examined the relationship between need to belong and service employees' surface acting and associated outcomes. In Study 1, participants (N = 54) were asked to write a response to an aggressive email from a hypothetical customer.

The Costs of Hiding and Faking Emotions: The Case of Extraverts and Introverts.

The present study examined the moderation effects of extraversion on the relationships between hiding and faking emotions, perceived satisfaction from intimate relationships, and reported physical health concerns. Four hundred and four Israeli participants, who were all involved in intimate relationships at the time of the study, responded to the Extraversion scale from the Big-Five Inventory, the DEELS to measure hiding and faking emotions, the SELF to assess physical health concerns, and the short version of the ENRICH to evaluate perceived satisfaction with intimate relationships. The mean age was 32.

Clinical Expert or Service Provider? Physicians' Identity Work in the Context of Counterprofessional Patient Requests.

Researchers often discuss patient-related outcomes of the shift from the paternalistic physician-to-patient model to those of patient participation, yet little is known about the impact of patient participation on physicians' professional identity. In this study, we explored the context of counterprofessional patient requests in which patient participation conflicts with medical professionalism. We interviewed 34 physicians, of whom 14 were family physicians and pediatricians, and 20 were specialists in various fields.

Customer emotion regulation in the service interactions: its relationship to employee ingratiation, satisfaction and loyalty intentions.

Many studies have explored emotional regulation on the part of service employees, and its antecedents. However, customers' emotional regulation in general, and how it is affected by service employee behavior in particular, have received only scant attention. The present article explores a model suggesting that service employees' ingratiatory behavior relates to customer emotion regulation strategies, which in turn are related to customer satisfaction and loyalty.