Date of Award
Master of Arts (MA)
College of Humanities and Social Sciences
Thesis Sponsor/Dissertation Chair/Project Chair
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.
Woo, Vivian A., "Emotional Regulation in Online Customer Service : Testing a Model of Emotional Labor" (2010). Theses, Dissertations and Culminating Projects. 1086.