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Emotion work benefits service organizations, but high emotion-workloads lead to negative consequences for employees. We examined differences between employees highly competent in emotion work (Experts) and those who are less competent (Novices). We found that Novices conformed to organizational level display rules, used simple strategies and felt overwhelmed by their emotion-workload. In contrast, Experts followed interaction level display rules, used proactive strategies, and found emotion work to be effortless. This suggests that emotion work competence can act as a firewall buffering employees from negative consequences. Hospitality organizations can benefit from encouraging employees to increase their emotion work competence.

This chapter investigated tactics used by customer service employees in performing emotion work during their interactions with customers and those internal to organizations. Based on a qualitative study in the hospitality industry, I discovered that customer service employees used a range of tactics that impact different phases of the emotion regulation process in order to facilitate emotion work. One group of tactics was directed towards the work context while the other was self-directed in an attempt to regulate the experience and expression of emotion. Taken together these two groups of tactics provide a holistic portrayal of the range of tactics used by customer service employees in performing emotion work.

In Sri Lanka women make up the majority of the country's population. However, there is a concern that many women are subjected to any form of violence at home which is known as family violence, or in Sri Lanka which is identified as domestic violence. As such domestic violence is one of the topics that have gained attention in Sri Lanka under the major topic of gender-based violence (GBV). Sri Lanka also imposed prolonged lockdowns, travel/mobility restrictions, social distancing, and other health measures/restrictions to control the speedy spread of the COVID-19 pandemic. As a consequence, the life of women was unfavorably impacted. A increase in the number of domestic violence cases against women during public emergencies – here referred to COVID-19 – is one of such negative impacts. Therefore, this study intends to examine the adequacy of the existing laws of prevention of domestic violence in Sri Lanka and investigate the appropriateness of the available judicial mechanism including its preparedness in achieving the proper protection support for the women victims of domestic violence during public emergencies. To reach that goal this doctrinal research study heavily engages in a descriptive and detailed analysis of legal rules found in primary sources such as domestic statutes, international treaties, statistics, government circulars and regulations and case law, etc., in respect of the issue of domestic violence against women during public emergencies with specific reference to Sri Lanka. Secondary resources such as print and electronic text material are also utilized in the completion of this study.