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Yasuhiro Kotera, Prateek Adhikari & David Sheffield. (2021) Mental health of UK hospitality workers: shame, self-criticism and self-reassurance. The Service Industries Journal 41:15-16, pages 1076-1096.
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Nor Asiah Omar, Ahmad Sabri Kassim, Syed Shah Alam & Zuraidah Zainol. (2021) Perceived retailer innovativeness and brand equity: mediation of consumer engagement. The Service Industries Journal 41:5-6, pages 355-381.
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Ksenia A. Sumaneeva, Georgiana Karadas & Turgay Avci. (2021) Frontline hotel employees’ proactive personality, I-deals, work engagement and their effect on creative performance and proactive customer service performance. Journal of Human Resources in Hospitality & Tourism 20:1, pages 75-100.
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Olusegun A. Olugbade & Osman M. Karatepe. (2019) Stressors, work engagement and their effects on hotel employee outcomes. The Service Industries Journal 39:3-4, pages 279-298.
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Sima Nart, Nihal Sututemiz, Senem Nart & Osman M. Karatepe. (2019) Internal marketing practices, genuine emotions and their effects on hotel employees’ customer-oriented behaviors. Journal of Human Resources in Hospitality & Tourism 18:1, pages 47-70.
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Ping-Fu Hsu & Shih-Kai Lin. (2019) Effects of reciprocal, perceived person–environment fit, and emotional labor on job involvement: Moderated mediation analyses. Cogent Business & Management 6:1.
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Yucheng Zhang, Long Zhang, Hui Lei, Yumeng Yue & Jingtao Zhu. (2016) Lagged effect of daily surface acting on subsequent day’s fatigue. The Service Industries Journal 36:15-16, pages 809-826.
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Steven W. Rayburn & David A. Gilliam. (2016) Using work design to motivate customer-oriented behaviors. The Service Industries Journal 36:7-8, pages 339-355.
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Shang-Ping Lin & Ping-Fu Hsu. (2015) A test of mediation model among PE fit, emotional labor and job involvement. Journal of Interdisciplinary Mathematics 18:6, pages 1003-1017.
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Ramona Riehle, Verena E. Wieser & Andrea Hemetsberger. (2023) “We truly love what we do”: The Tribal Consumer Inside Passionate Service Employees. Journal of Service Research.
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Na Yoon Kim & Hongseok Oh. (2023) The effects of workplace friendship network centrality on deep acting. Frontiers in Psychology 14.
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Yitong Yu, Shi Tracy Xu & Gang Li. (2023) Abusive supervision and emotional labour on a daily basis: The role of employee mindfulness. Tourism Management 96, pages 104719.
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Hyewon Park & Won-Moo Hur. (2023) Customer showrooming behavior, customer orientation, and emotional labor: Sales control as a moderator. Journal of Retailing and Consumer Services 72, pages 103268.
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Eun-Chul Seo, Young-Kyun Sim, Inwoo Kim, Jae-Pil Seo, Min-Seong Ha & Song-Eun Kim. (2023) The Mediating Effect of Presenteeism on the Relationship between Emotional Labor and Work Engagement of Coaches for Disability Sports. International Journal of Environmental Research and Public Health 20:2, pages 919.
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Bilal Ahmad, Da Liu, Naeem Akhtar & Muhammad Imad-ud-Din Akbar. (2021) Identifying aggressive versus ethical sales supervision in B2B service recovery: a multilevel perspective. Asia Pacific Journal of Marketing and Logistics 34:10, pages 2331-2349.
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Pengfei Cheng, Jingxuan Jiang, Sanbin Xie & Zhuangzi Liu. (2022) Dysfunctional customer behavior influences on employees’ emotional labor: The moderating roles of customer orientation and perceived organizational support. Frontiers in Psychology 13.
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Ho-Taek Yi, MinKyung Lee & Kyungdo Park. (2022) Service Orientation and Customer Performance: Triad Perspectives of Sales Managers, Sales Employees, and Customers. Behavioral Sciences 12:10, pages 373.
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Mert Unur, Guzide Atai, Emel Capkiner & Huseyin Arasli. (2022) Can Safety Leadership Be an Antidote in the COVID-19 Fear of Job Insecurity and the Work Engagement Relationship in the Norwegian Service Industry? A Moderated-Mediation Model. Sustainability 14:19, pages 12203.
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Rashin Kaviti & Osman M. Karatepe. (2022) Do Personality Variables Predict Job Embeddedness and Proclivity to Be Absent from Work?. International Journal of Mental Health Promotion 24:3, pages 331-345.
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Yuechao Du & Zhongming Wang. (2021) How Does Emotional Labor Influence Voice Behavior? The Roles of Work Engagement and Perceived Organizational Support. Sustainability 13:19, pages 10524.
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Gozde Sezen-Gultekin, Mustafa Bayrakcı & İbrahim Limon. (2021) The Mediating Role of Organizational Commitment on the Relationship Between Emotional Labor and Work Engagement of Teachers. Frontiers in Psychology 12.
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Miri Chung, Young-Hye Jang & Steven A. Edelson. (2021) The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services. Service Business 15:1, pages 77-102.
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Sarah Duffy, Kyle Bruce & Lara Moroko. (2021) Customer Orientation: Its Surprising Origins, Tumultuous Development and Place in the Future of Marketing thought and Practice. Australasian Marketing Journal 28:4, pages 181-188.
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Myoung-Soung Lee & Han-Seong Kim. (2020) The Effects of Service Employee Resilience on Emotional Labor: Double-Mediation of Person–Job Fit and Work Engagement. International Journal of Environmental Research and Public Health 17:19, pages 7198.
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Saad M. Alotaibi, Muslim Amin & Jonathan Winterton. (2020) Does emotional intelligence and empowering leadership affect psychological empowerment and work engagement?. Leadership & Organization Development Journal 41:8, pages 971-991.
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Chung-Jen Wang. (2020) Managing emotional labor for service quality: A cross-level analysis among hotel employees. International Journal of Hospitality Management 88, pages 102396.
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Ying Yao, Wanhong Wei, Yanli Hu, Yanhui Zhang & Miaomiao Chen. (2020) Translation and psychometric validation of the Chinese version of the Emotional Labour Scale for nurses. Journal of Nursing Management 28:4, pages 948-958.
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Xue Wu, An-Jin Shie & David Gordon. (2017) Impact of customer orientation on turnover intention: mediating role of emotional labour. International Journal of Organizational Analysis 25:5, pages 909-927.
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Nwamaka A. Anaza, Edward L. Nowlin & Gavin Jiayun Wu. (2016) Staying engaged on the job. European Journal of Marketing 50:7/8, pages 1470-1492.
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Saija Mauno, Mervi Ruokolainen, Ulla Kinnunen & Jessica De Bloom. (2016) Emotional labour and work engagement among nurses: examining perceived compassion, leadership and work ethic as stress buffers. Journal of Advanced Nursing 72:5, pages 1169-1181.
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