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The aim of the research reported in this article was to develop a conceptual model that links emotional labor strategies performed by service employees to a number of relevant antecedents as well as to a variety of customer outcomes. We link emotional labor directly to the customer domain by examining how customers experience and react to emotional displays of service employees. Thus, we expand current emotional labor research which has predominantly focused on employee and organizational outcomes but has offered limited theoretical guidance as to how customers may be directly affected by emotional labor in the service delivery process. Specific research propositions are developed that offer insight into the antecedents and potential impact of emotional labor strategies on customer behavior. Managerial and research implications as well as avenues for future research are discussed from the perspective of emotional labor theory.

Purpose – Past research on emotions in negotiation has focused primarily on the impact of the emotional state of one negotiator in a negotiation. We focus instead on the group emotional tone of the negotiation, defined as the joint emotional experience of all negotiators in the negotiation. Past research also has focused only on one dimension of emotions in negotiation: valence. We focus instead on two additional dimensions of emotions: uncertainty and action tendencies. Examining emotions at the group level, and taking a multidimensional perspective on emotions in negotiation, provides a more nuanced examination of the effects of emotions in negotiation, and also highlights the possibility of emotional ambivalence (and its effects) both within and across negotiators within a negotiation.

Approach – We examine emotions at the group level, and take a multidimensional approach to understanding the impact of group-level emotions within the context of a negotiation.

Findings – We propose that groups characterized by certain versus uncertain emotional tone will have different perceptions of risk in the environment, which can prompt different behavioral outcomes that affect group negotiation processes and outcomes. Furthermore, we propose that groups characterized by different action tendencies will display differences in willingness to engage others during negotiation, which can significantly influence group negotiation processes and outcomes. Evaluating these additional dimensions should provide a more comprehensive perspective on the effects of group-level emotions on negotiation processes and outcomes.

Value – This review is intended to illuminate the powerful role that negotiation-level emotional tone might play in group negotiation behaviors and outcomes. Part of the importance of understanding the impact of group emotional tone is for group leaders to anticipate – and possibly proactively manage – its impact. This can provide managers a reference point to better understand – and effectively manage – negotiations among group members.

Several factors and forces in school-level leaders' work can heighten emotions and incite emotionally charged situations. Challenges that heighten school-level leaders' emotions are related to systemic factors, people factors and personal factors. The extent to which each of these different factors influence the emotional experiences of school-level leaders, and whether that influence ends up being positive, negative or neutral, is contextual in nature. The systemic factors include encountering barriers when advocating for students, managing an intensified and expanding workload, working within disorienting policy contexts, and receiving a lack of support from their employer. Changes in school-level leaders' work and workload due to the COVID-19 pandemic that heightened emotions and emotional labour are also considered when discussing the systemic factors. People factors evident in the literature include workplace conflict, gendered power relations and crises and tragedies in the school community. The emotional labour inherent in school-level leadership comes to the forefront when considering the impact of these people factors on emotions at work because school-level leaders are tasked with making decisions that can have an immense impact on peoples' lives. Personal factors discussed in this chapter surround a school-level leader's individual emotional intelligence abilities and media attention directed towards them.

The purpose of this chapter is to conduct a structured literature review to examine the relationship between entrepreneurship and emotional intelligence in academic settings as well as the current entrepreneurship pedagogy for flexible, innovative and creative graduates. One hundred and twenty-eight peer-reviewed papers were analysed based on Webster’s and Watson’s (2002) methodology. Papers classified into three topics and a content analysis was implemented to discuss about the publication year, journals, authors, frequency of keywords and research method adopted. The contribution of this chapter is twofold. It is a bibliometric study which provides a macropicture of a research field, its evolution and connections among studies, in order to be a starting point for future researchers who are already studying entrepreneurial education or entrepreneurship-related scientific areas. Also, this chapter helps academics to improve educational programmes and curriculum to increase students’ entrepreneurial intention taking into account the factors that affect it.

This chapter uses findings derived from interviews with 13 Ontario (Canada) secondary school principals to identify conditions that contribute to emotional labor, experienced in their work. Five workplace conditions that heighten participating principals' emotional labor emerged from the interviews, including advocating for students, work intensification, navigating their local policy context, managing workplace conflict and crises or tragedies in the school community. The findings suggest a need to clarify legislated expectations and responsibilities placed on principals to accurately reflect their work and counter the impact of work intensification. Principals could benefit from additional supports to deal with the impact(s) of work intensification, shepherding the school through crises or navigating shifting policy contexts and conflicts in the workplace. Rather than treating the symptoms that result from emotional labor, concrete efforts are needed to change the culture of the principalship in order to maximize the impact of leadership on student achievement.

In this study, we proposed and tested a motivational framework of emotional labor. This model incorporates positive and negative affect, motivation to express positive emotions, emotion regulation strategies (emotion suppression, reappraisal, and naturally felt emotions), and job satisfaction. Based on a sample of 147 employees, results generally supported our hypotheses and indicated that employees’ motivation to express positive emotions leads to the expression of the naturally felt emotions and the use of reappraisal. In contrast, motivated employees used less emotion suppression in their work. Hence, employees’ motivation seems to facilitate the adoption of a more authentic stance toward customers. Moreover, employees’ affectivity impacted emotional labor strategies. Finally, replicating past findings, job satisfaction was associated with a more authentic demeanor. This chapter contributes to emotional labor theory by extending our comprehension of emotional labor antecedents, which have been relatively under-investigated by emotion researchers. Moreover, this study demonstrated that self-determination theory is a relevant framework to better understand the emotional labor process. Overall, this motivational approach to the study of emotional labor can lead to more extensive research on emotional labor antecedents.

Scholars and practitioners in the OB literature nowadays appreciate that emotions and emotional regulation constitute an inseparable part of work life, but the HRM literature has lagged in addressing the emotional dimensions of life at work. In this chapter therefore, beginning with a multi-level perspective taken from the OB literature, we introduce the roles played by emotions and emotional regulation in the workplace and discuss their implications for HRM. We do so by considering five levels of analysis: (1) within-person temporal variations, (2) between persons (individual differences), (3) interpersonal processes; (4) groups and teams, and (5) the organization as a whole. We focus especially on processes of emotional regulation in both self and others, including discussion of emotional labor and emotional intelligence. In the opening sections of the chapter, we discuss the nature of emotions and emotional regulation from an OB perspective by introducing the five-level model, and explaining in particular how emotions and emotional regulation play a role at each of the levels. We then apply these ideas to four major domains of concern to HR managers: (1) recruitment, selection, and socialization; (2) performance management; (3) training and development; and (4) compensation and benefits. In concluding, we stress the interconnectedness of emotions and emotional regulation across the five levels of the model, arguing that emotions and emotional regulation at each level can influence effects at other levels, ultimately culminating in the organization’s affective climate.

This paper makes a significant contribution to the growing field of digital inequality research by developing an operational definition of emotional costs. To examine this understudied aspect of digital inequalities, we build on Van Dijk’s concept of mental access. We define emotional costs as anxiety toward using information and communication technologies instigated by a lack of prior technology experience and limited computer access.

We examined the influence of emotional costs on lower-income students’ technology efficacy, academic efficacy, and computer application proficiency in the context of a computing intervention. Specifically, we examined the relationship between home and school computer usage with self-perceived technology efficacy, computer application proficiency, and academic efficacy. Data from surveys of 972 students were analyzed in order to better understand the importance of technology access on our outcome variables. We also investigated the possible mediation effects of emotional costs on our outcome variables.

The results revealed that home computer usage was a determinant of students’ self-perceived technology efficacy while shared school access was not. After conducting mediation tests, the results further indicated that emotional costs mediate the effects of home computer usage on technology efficacy.

We conclude that emotional costs might help explain why access inequalities lead to skill inequalities in the context of computing interventions and offer a replicable operational definition for future studies.

Corporate venturing initiatives, which exemplify corporate entrepreneurial behavior, follow an evolutionary path of variation, selection, and retention. While their external selection is a consequence of their performance, their internal selection is subject to forces of complementarity and legitimacy, and how well competition from other initiatives is overcome. This chapter aims to unfold the dynamics of the internal selection process of initiatives, focusing on its emotional dimensions. Assuming that organizational agents have a deliberate role in guiding the internal selection process of initiatives, the chapter examines how organizational agents' emotional dynamics influence this process. The chapter draws its theoretical basis from the intraorganizational evolutionary perspective and the literature on emotions in organizations. The case of a corporate venturing initiative and the narratives of four managers involved directly and indirectly in the initiative are used to illustrate how the emotional dynamics of organizational members evoked envy toward a venturing initiative and directly impacted its degree of competition and complementarity with other interacting initiatives, ultimately hampering its selection.

Leading occupational stress researchers have highlighted the need for more qualitative research to advance our understanding of occupational stress as a complex and dynamic process. However, qualitative research can be challenging particularly when it involves the exploration of emotive issues such as occupational stress. Although research institutions provide ethical guidelines for the protection and support of research participants, much less emphasis is placed on the impact of such research on the researcher. Yet in qualitative studies of occupational stress, participants often display a range of emotions to a researcher who is expected to be both empathetic and professional in his/her conduct. If qualitative researchers are inadequately prepared for the emotions they may experience in the field and poorly supported through the research process, then they may lose confidence and eschew qualitative research in favor of quantitative work thereby maintaining the status quo in occupational stress research. This chapter draws on both the literature on researcher emotion and the author’s own research experience to explore some of the problems encountered by qualitative researchers, and presents a number of recommendations to support qualitative researchers involved in the study of occupational stress.