February 1, 2003

When "The Show Must Go On": Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery.

Key Points

Key points are not available for this paper at this time.

Abstract

Affective delivery, or expressing positive emotions in service interactions, helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act. Surfac...

Connected Papers

Building similarity graph...

Analyzing shared references across papers

Discussion

Cite this study

Alicia A. Grandey (Sat,) studied this question.

www.synapsesocial.com/papers/69d7f08461e2ce1627d1856a — DOI: https://doi.org/10.2307/30040678

Authors

Alicia A. Grandey

Journals

Academy of Management Journal

Actions

Institutions

Pennsylvania State University

References and Citations

Connected Papers

Building similarity graph...

Analyzing shared references across papers

When "The Show Must Go On": Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery.

Key Points

Abstract

Citation Network

Connected Papers

Discussion

Cite this study

Authors

Journals

Actions

Institutions

References and Citations

Citation Network

Connected Papers

Discussion