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Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation.

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References

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1997Hiding feelings: The acute effects of inhibiting negative and positive emotion.1,834 cited
1994Critical Service Encounters: The Employee's Viewpoint1,821 cited

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1987Expression of Emotion as Part of the Work Role1,489 cited

2002MANAGING CUSTOMER SERVICES: HUMAN RESOURCE PRACTICES, QUIT RATES, AND SALES GROWTH.1,414 cited

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