What Have We Learned? Ten Years On

What Have We Learned? Ten Years On

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

ISSN: 1746-9791

Publication date: 29 July 2011

This content is currently only available as a PDF

Citation

(2011), "What Have We Learned? Ten Years On", 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, Bingley, p. i. https://doi.org/10.1108/S1746-9791(2011)0000007020

Publisher

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Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited


What Have We Learned? Ten Years On
Research on Emotion in Organizations
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