Exhausted, mistreated, or indifferent? Explaining deviance from emotional display rules at work
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DOI: 10.1080/1359432x.2016.1229307
Abstract: ABSTRACT This article explores different theoretical explanations for deviance from display rules (DDR), which occurs when employees consciously display emotions to customers that are unsanctioned by the organization. DDR is an important outcome in service… read more here.
Keywords: display rules; mistreated indifferent; exhausted mistreated; display ... See more keywords