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Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship

Joseph A. Allen, University of Nebraska at Omaha
S. Douglas Pugh, University of North Carolina at Charlotte
Alicia A. Grandey, Pennsylvania State University
Markus Groth, University of New South Wales

Article comments

This is an Author's Accepted Manuscript of an article published inAllen, J. A., Douglas, P. S., Grandey, A. A., & Groth, M. (2010). Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship. Human Performance, 23, 2, 101-115. © 2010 Taylor & Francis, available online at: http://www.tandfonline.com/doi/full/10.1080/08959281003621695.

Abstract

Organizational display rules (e.g., “service with a smile”) have had mixed relationships with employee emotional labor—either in the form of “bad faith” surface acting (suppressing or faking expressions) or “good faith” deep acting (modifying inner feelings). We draw on the motivational perspective of emotional labor to argue that individual differences in customer orientation will directly and indirectly relate to these acting strategies in response to display rules.With a survey of more than 500 working adults in customer contact positions, and controlling for affective disposition, we find that customer orientation directly increases “good faith” acting while it moderates the relationship of display rules with “bad faith” acting.

Suggested Citation

Joseph A. Allen, S. Douglas Pugh, Alicia A. Grandey, and Markus Groth. "Following Display Rules in Good or Bad Faith?: Customer Orientation as a Moderator of the Display Rule-Emotional Labor Relationship" Human Performance 23.2 (2010): 101-115.
Available at: http://works.bepress.com/joseph_allen/24