Research on Emotion in Organizations

ISBN: 978-1-78052-208-1, eISBN: 978-1-78052-209-8

ISSN: 1746-9791

Publication date: 29 July 2011

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Citation

(2011), "Research on Emotion in Organizations", Härtel, C.E.J., Ashkanasy, N.M. and Zerbe, W.J. (Ed.) What Have We Learned? Ten Years On (Research on Emotion in Organizations, Vol. 7), Emerald Group Publishing Limited, Leeds, p. ii. https://doi.org/10.1108/S1746-9791(2011)0000007021

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Emerald Group Publishing Limited

What Have We Learned? Ten Years On

Research on Emotion in Organizations

Copyright Page

Dedication

List of Contributors

About the Editors

Overview: What Have We Learned? Ten Years On

Chapter 1 Synthesizing What We Know and Looking Ahead: A Meta-Analytical Review of 30 Years of Emotional Labor Research

Chapter 2 Understanding the Relationship between Emotional Labor and Effort

Chapter 3 Tricks of the Trade: Customer Service Employee Strategies in Performing Emotion Work

Chapter 4 Sales Employee's Emotional Labor: A Question of Image or Support

Chapter 5 The Role of Emotions in Supporting Independent Professionals

Chapter 6 Coding Emotions in Complaint Behavior: Comparing the Shaver et al. and Richin's Consumption Emotions Sets

Chapter 7 Affective Events Theory as a Framework for Understanding Third-Party Consumer Complaints

Chapter 8 Display Rules and Emotional Labor within Work Teams

Chapter 9 Emotional Intelligence as a Moderator of the Quality of Leader–Member Exchange and Work-Related Outcomes

Chapter 10 Managing Negative Emotions in Emergency Call Taking: A Heat-Model of Emotional Management

Chapter 11 The Measurement of Trait Emotional Intelligence with TEIQue-SF: An Analysis Based on Unfolding Item Response Theory Models

Chapter 12 Exploring the Antecedent and Consequences of Authenticity of Emotional Expression

Chapter 13 A Positive Approach to Workplace Bullying: Lessons from the Victorian Public Sector

Appendix: Conference Reviewers