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February 1, 2003Academy of Management Journal2,026 citations

When "The Show Must Go On": Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery.

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AGAlicia A. GrandeyPennsylvania State University

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Abstract

Affective delivery, or expressing positive emotions in service interactions, helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act. Surfac...

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Cite This Study

Alicia A. Grandey (2003) studied this question.

synapsesocial.com/papers/69d7f08461e2ce1627d1856ahttps://doi.org/10.2307/30040678
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Managing emotions in the workplace.1997 · 549 citations
  2. 2Impression management in services marketing: A dramaturgical perspective.1989 · 90 citations
  3. 3Attitudes in and around organizations1998 · 684 citations
  4. 4EMPLOYEE ATTITUDES AND CUSTOMER SATISFACTION: MAKING THEORETICAL AND EMPIRICAL CONNECTIONS1995 · 357 citations
  5. 5Everything You Always Wanted to Know about Employee Surveys.1995 · 18 citations