Date of Award

8-2010

Document Type

Thesis

Degree Name

Master of Arts (MA)

College/School

College of Humanities and Social Sciences

Department/Program

Psychology

Thesis Sponsor/Dissertation Chair/Project Chair

Valerie Sessa

Committee Member

Ken Sumner

Committee Member

Kari Bruursema

Abstract

Emotional labor has yet to be studied in online customer service. Aspects of Grandey’s (2000) model of emotion regulation were tested with a survey study on 28 customer service workers for an online gaming company. Antecedents of interaction expectations and individual factors failed to predict emotional labor. For individual long-term consequences, surface acting was linked positively to emotional exhaustion and negatively with well-being. Implications for emotional labor research in computer-mediated communication are discussed.

File Format

PDF

Included in

Psychology Commons

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