Explicit display rule and affective delivery: Moderating effects of perceived managerial mechanisms

Purpose: The purpose of this study is to find empirical studies the causal relationship among positive defining representation, negative defining representation, surface acting, deep acting, dissatisfaction of job, and intention of job transfer. Methods: The collected data through the survey by customer satisfaction team of "A" company call center. Results: The result of this study is that emotion and behavior norm influence on deep act of expressing both positive impacts of the employees. Conclusion: Feelings of corporate representation norm is psychologically of employees that because it affects even also must facilitate the surface acts and internal acts of employees and job dissatisfaction at the same time due to emotional dissonance and emotional exhaustion and turnover are hidden on the back emotion norms in the contact department , it should be aware of the need to address the emotional problems. Companies need to develop a variety of programs with attention to addressing the emotional difficulties experienced by workers.

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Explicit display rule and affective delivery: Moderating effects of perceived managerial mechanisms

Cited by 3 publications

References 19 publications

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Effects of job stress on self-esteem, job satisfaction, and turnover intention

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