Understanding the emotional labor proces
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James M. Diefendorff; Robin H. Gosserand
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Article
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2003
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John Wiley and Sons
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English
β 112 KB
## Abstract A dynamic, processβoriented approach to understanding emotional labor is presented, utilizing concepts from control theory models of behavioral selfβregulation. Emotional labor is characterized as involving a discrepancy monitoring and reduction process, whereby perceptions of emotional