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
Recommended Citation
Woo, Vivian A., "Emotional Regulation in Online Customer Service : Testing a Model of Emotional Labor" (2010). Theses, Dissertations and Culminating Projects. 1086.
https://digitalcommons.montclair.edu/etd/1086