Expression of Emotion as Part of the Work Role

Entrepreneurial Cognition

“…Yet, emotions and their displays among others are frequently a part of social interactions between people and substantially affect others' cognition and actions (e.g., Hochschild 2012). Therefore, the emotions managers display while interacting with employees impact those employees' behavior (Rafaeli and Sutton 1987). Here, we define emotional displays as noticeable reactions in a person's voice, face, and behavior that appear to indicate his or her currently experienced emotions (Lewis 1998).…”

“…Take, for example, a server who flashes a welcoming smile to a guest to obtain a larger tip even though he or she is annoyed (Rafaeli and Sutton 1987). Indeed, the distinction between managers' displayed emotions and those they feel gives them the chance to outwardly display only emotions that make employees align their performance with the goals of the organization regardless of the managers' current inner emotions (Dasborough and Ashkanasy 2002).…”

“…For instance, while service personnel generally intend to smile in a friendly manner toward customers, funeral directors are expected to express sadness to a relative of the deceased (Rafaeli and Sutton 1987). Role expectations and emotional displays even change at the individual level.…”

“…Further emotions are signals of individuals' overall well-being (Rafaeli and Sutton 1987). The range of emotions people experience is vast (Averill 1975), and researchers have developed numerous categorizations to try to organize our understanding of these nuanced reactions.…”

“…One positive emotion is satisfaction, which is based on a belief that one's performance is higher than normal or expected (Fisher 2003). Research has investigated numerous forms of satisfaction (e.g., job satisfaction (Fisher 2003) and customer satisfaction (Rafaeli and Sutton 1987;Pugh 2001)), generally finding that individuals feel satisfaction when they have previously received positive feedback.…”