Individual and Organizational Perspectives on Emotion Management and Display: Volume 2
Publication Date:
Book Series:
REOMEditors:
- Wilfred J. Zerbe
- Neal M. Ashkanasy
- Charmine E.J. Härtel
Chapters:
- About the Editors
- List of Contributors
- Overview: Individual and Organizational Perspectives on Emotion Management and Display
- Chapter 1 Emotional intelligence and wise emotion regulation in the workplace
- Chapter 2 The impact of emergent leader's emotionally competent behavior on team trust, communication, engagement, and effectiveness
- Chapter 3 Leadership and the Driving Force of Shame: A Social Constructionist Analysis of Narrative
- Chapter 4 Beneath the Masks: A Critical Incident Focus on the Emotions Experienced in the Worker/Supervisor Relationship
- Chapter 5 Care in Organizations: A Conceptual Lens to Study Emotions and Capability
- Chapter 6 Emotional affects – developing understanding of healthcare organisation
- Chapter 7 Cultural Differences in Emotional Labor in Flight Attendants
- Chapter 8 Emotion work across cultures: A comparison between the United States and Germany
- Chapter 9 A conceptual model of the effects of emotional labor strategies on customer outcomes
- Chapter 10 Customer Emotions in Service Failure and Recovery Encounters
- Chapter 11 Attribution and negative emotion displays by service providers in problematic service interactions
- Chapter 12 How to Feel Rationally: Linking Rational Emotive Behavior Therapy with Components of Emotional Intelligence
- About the Authors