Back to search

Emotional Labor in Service Roles: The Influence of Identity

Data up to Jan 2025

Published1993
Citations2,445
References118

Total Citations Per Year

Abstract

References (118)

Stress, appraisal, and coping

1985 • 30,896 citations

Stress: Appraisal and Coping

2013 • 28,392 citations

The Presentation of Self in Everyday Life.

1956 • 26,757 citations

The Presentation of Self in Everyday Life

2023 • 17,081 citations

The Social Identity Theory of Intergroup Behavior

2004 • 12,388 citations

Research in Organizational Behavior

1984 • 12,263 citations

Psychology of intergroup relations

1986 • 10,403 citations

The Social System

1951 • 9,026 citations

The Managed Heart: Commercialization of Human Feeling

1984 • 8,616 citations

Social Identity Theory and the Organization

1989 • 7,630 citations

PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK.

1990 • 7,008 citations

The Functions of the Executive

1938 • 6,875 citations

Academy of Management Review

2011 • 5,592 citations

Emotion Work, Feeling Rules, and Social Structure

1979 • 5,185 citations

Alumni and their alma mater: A partial test of the reformulated model of organizational identification

1992 • 5,164 citations

Human Nature and the Social Order

2017 • 4,972 citations

THE PEOPLE MAKE THE PLACE

1987 • 4,322 citations

Delivering quality service: balancing customer perceptions and expectations

1990 • 3,960 citations

Review of personality and social psychology

1983 • 3,371 citations

Human Nature and the Social Order

1941 • 3,128 citations

Tales of the Field: On Writing Ethnography

1992 • 2,707 citations

The Managed Heart

2012 • 2,685 citations

Matching People and Organizations: Selection and Socialization in Public Accounting Firms

1991 • 2,133 citations

Burnout: The Cost of Caring

1982 • 2,062 citations

The Double-Edge of Organizational Legitimation

1990 • 1,963 citations

On the primacy of affect.

1984 • 1,836 citations

Identity Processes and Social Stress

1991 • 1,656 citations

Encounters: Two Studies in the Sociology of Interaction.

1962 • 1,625 citations

Social Identity Theory: Constructive and Critical Advances.

1991 • 1,568 citations

Tales of the field: on writing ethnography

1988 • 1,554 citations

Encounters: Two Studies in the Sociology of Interaction

1964 • 1,397 citations

Multiple Identities and Psychological Well-Being: A Reformulation and Test of the Social Isolation Hypothesis

1983 • 1,336 citations

On the primacy of cognition.

1984 • 1,323 citations

Occupational Communities: Culture and Control in Organizations

1982 • 1,101 citations

Identity negotiation: Where two roads meet.

1987 • 1,099 citations

Expression of Emotion as Part of the Work Role

1987 • 1,072 citations

Coping with Threatened Identities

2015 • 1,016 citations

A self-presentational view of social phenomena.

1982 • 1,013 citations

Impression Management in the Organization

2013 • 894 citations

On Merging Identity Theory and Stress Research

1991 • 881 citations

The Nazi Doctors: Medical Killing and the Psychology of Genocide, by Robert Jay Lifton

1987 • 820 citations

The Sociology of Emotions

1989 • 809 citations

The Development and Enforcement of Group Norms

1984 • 791 citations

Assessment of basic social skills.

1986 • 786 citations

Emotional Labour: Skill and Work in the Social Regulation of Feelings

1989 • 735 citations

Strategic Interaction.

1971 • 706 citations

Research Agendas in the Sociology of Emotions.

1992 • 706 citations

Maintaining Norms about Expressed Emotions: The Case of Bill Collectors

1991 • 682 citations

Psychology of Group Influence

2015 • 675 citations

Impression Management in Organizations

1988 • 672 citations

Current Studies in Social Psychology.

1966 • 646 citations

Leadership in organizations

1995 • 604 citations

Clients as “Partial” Employees of Service Organizations: Role Development in Client Participation

1986 • 598 citations

Organizational behavior and human decision processes

1988 • 576 citations

Darwin and Facial Expression: A Century of Research in Review.

1974 • 562 citations

Conflict over emotional expression: Psychological and physical correlates.

1990 • 553 citations

New Directions in Organizational Behavior

1977 • 552 citations

On the various and changing meanings of organizational membership: A field study of organizational identification

1983 • 518 citations

The Real Self: From Institution to Impulse

1976 • 518 citations

Conflict over emotional expression: Psychological and physical correlates.

1990 • 506 citations

A Framework for Analyzing Customer Service Orientations in Manufacturing

1989 • 495 citations

The service organization: Climate is crucial

1980 • 430 citations

Work Places: The Psychology of the Physical Environment in Offices and Factories

1986 • 411 citations

The Nazi Doctors: Medical Killing and the Psychology of Genocide

1986 • 405 citations

Personality and Organization: The Conflict between System and the Individual.

1958 • 386 citations

WHEN CASHIERS MEET CUSTOMERS: AN ANALYSIS OF THE ROLE OF SUPERMARKET CASHIERS.

1989 • 346 citations

Paradoxes of group life: Understanding conflict, paralysis, and movement in group dynamics.

1987 • 346 citations

The Mindlessness of Organizational Behaviors

1988 • 333 citations

Groups that work (and those that don't): creating conditions for effective teamwork

1990 • 329 citations

Stability and Change in Self: A Structural Symbolic Interactionist Explanation

1987 • 324 citations

The construction and validation of a new scale for measuring emotion control

1989 • 308 citations

Leaders, Groups, and Influence

1965 • 306 citations

Traumatic experience and psychosomatic disease: Exploring the roles of behavioural inhibition, obsession, and confiding.

1985 • 304 citations

EMOTIONAL CONTRAST STRATEGIES AS MEANS OF SOCIAL INFLUENCE: LESSONS FROM CRIMINAL INTERROGATORS AND BILL COLLECTORS.

1991 • 303 citations

Defensive Behavior in Organizations: A Preliminary Model

1990 • 286 citations

Facets of emotion: recent research

1989 • 249 citations

Service quality : multidisciplinary and multinational perspectives

1998 • 248 citations

Self-categorization theory and social influence.

1989 • 246 citations

The administration society

2021 • 238 citations

Embarrassment and the Analysis of Role Requirements

1964 • 213 citations

Backboards & blackboards: college athletes and role engulfment

1991 • 204 citations

THE HIGHS AND LOWS OF EMOTIONAL LABOR

1989 • 199 citations

Structural Characteristics of Norms

1960 • 195 citations

Training for 'detached concern' in medical students

1963 • 191 citations

Facets of Emotion

2013 • 191 citations

Backboards & Blackboards

1991 • 184 citations

Measuring affect at work: Confirmatory analyses of competing mood structures with conceptual linkage to cortical regulatory systems.

1989 • 149 citations

HUMOR IN THE BRIEFING ROOM

1988 • 139 citations

Measuring affect at work: Confirmatory analyses of competing mood structures with conceptual linkage to cortical regulatory systems.

1989 • 116 citations

Dirty Work Designations: Their Features and Consequences in a Psychiatric Setting

1976 • 109 citations

Sources of occupational stress: An examination of British prison officers

1988 • 105 citations

Emotional stylists: Strategies of expressive management among trainee hairdressers

1991 • 102 citations

The Sociology of Emotions: Original Essays and Research Papers.

1991 • 100 citations

Impression management in services marketing: A dramaturgical perspective.

1989 • 89 citations

Death Telling: Managing the Delivery of Bad News

1982 • 75 citations

Service management effectiveness: balancing strategy, organization and human resources, operations, and marketing

1990 • 62 citations

Actors in Search of a Character: Student Social Workers' Quest for Professional Identity

1986 • 61 citations

Whither stress research?: An agenda for the 1980s

1982 • 58 citations

The psychological basis of medical practice

1964 • 46 citations

Bureaucracy and the Modern World.

1977 • 39 citations

Workers in a Labyrinth: Jobs and Survival in a Bank Bureaucracy.

1979 • 37 citations

When workers and customers meet.

1946 • 37 citations

EFFECTS OF INCONGRUENCE BETWEEN THE PERCEIVED SELF AND THE IDEAL SELF ON EMOTIONAL STABILITY OF STRIPTEASERS

1989 • 34 citations

Bureaucracy and the public: A reader in official-client relations

1974 • 32 citations

Institutions and the Person: Papers Presented to Everett C. Hughes

1969 • 32 citations

Operating Room Nurses

1957 • 31 citations

The Services Economy

1987 • 27 citations

Deviance from Sex-Linked Expressivity Norms and Psychological Distress

1988 • 23 citations

The Outlaw Emotions

1990 • 23 citations

Professionals, authority, and group life: A case study of a law firm

1989 • 21 citations

Cross-Cultural Comparison of Behavior of Postal Clerks Towards Clients

1976 • 21 citations

Working up a storm : anger, anxiety, joy, and tears on the job

1988 • 19 citations

The Services Economy: Lever to Growth

1987 • 18 citations

Workplace Boundaries: Conceptions and Creations

1989 • 16 citations

The Perceived Inequity of Systems

1992 • 9 citations

Accommodating Negative Client Perceptions: A Process of Neutralization

1988 • 7 citations

Hypocrisy pay

1988 • 7 citations

Deleted Work

1955 • 0 citations

Cited By (0)

No citing papers found in database

Emotional Labor in Service Roles: The Influence of Identity (1993) – Academy of Management Review | Metascience Observatory Explorer