Chapter 12 Emotion Regulation Strategies among Customer Service Employees: A Motivational Approach (original) (raw)

This chapter explores the role of self-determination theory in understanding emotional regulation strategies among customer service employees. Emotional labor, particularly the expression of positive emotions and suppression of negative ones, is discussed within the context of display rules. Two primary emotion regulation strategies, surface acting and deep acting, are emphasized, along with the need for more research on naturally felt emotions. The findings suggest that motivation to regulate emotions significantly influences employees' emotional states and job satisfaction, highlighting important implications for future research in the field.