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February 1, 2003Academy of Management Journal1,969 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. Grandey

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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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