Chapter 12 Emotion Regulation Strategies among Customer Service Employees: A Motivational Approach

Michel Cossette; Ursula Hess

doi:10.1108/S1746-9791(2012)0000008017

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Research on Emotion in Organizations

ISSN: 1746-9791
Series editor(s): Neal M. Ashkanasy, Wilfred J. Zerbe and Charmine E. J. Härtel

Subject Area: Organization Studies

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Chapter 12 Emotion Regulation Strategies among Customer Service Employees: A Motivational Approach

Document Information:
Title:	Chapter 12 Emotion Regulation Strategies among Customer Service Employees: A Motivational Approach
Author(s):	Michel Cossette, Ursula Hess
Volume:	8 Editor(s): Neal M. Ashkanasy, Charmine E.J. Härtel, Wilfred J. Zerbe ISBN: 978-1-78052-676-8 eISBN: 978-1-78052-677-5
Citation:	Michel Cossette, Ursula Hess (2012), Chapter 12 Emotion Regulation Strategies among Customer Service Employees: A Motivational Approach, in Neal M. Ashkanasy, Charmine E.J. Härtel, Wilfred J. Zerbe (ed.) Experiencing and Managing Emotions in the Workplace (Research on Emotion in Organizations, Volume 8), Emerald Group Publishing Limited, pp.329-352
DOI:	10.1108/S1746-9791(2012)0000008017 (Permanent URL)
Publisher:	Emerald Group Publishing Limited
Article type:	Chapter Item
Abstract:	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.