This chapter examines the implications of societal norms for emotional labor in the workplace. It argues that the conflicting requirements of societal and job contexts may require one to violate one's societal norms to fulfill job requirements. It is, therefore, important to examine the aversive states that may follow such transgression and the manners in which they are managed.
Syed, J. (2008), "Chapter 11 Societal norms and contextual emotional labor", Zerbe, W.J., Härtel, C.E.J. and Ashkanasy, N.M. (Ed.) Emotions, Ethics and Decision-Making (Research on Emotion in Organizations, Vol. 4), Emerald Group Publishing Limited, Bingley, pp. 241-258. https://doi.org/10.1016/S1746-9791(08)04011-X
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