Display Rules Versus Display Autonomy: Emotion Regulation, Emotional Exhaustion, and Task Performance in a Call Center Simulation

Lori Sideman Goldberg, Alicia Ann Grandey

Research output: Contribution to journalArticle

242 Citations (Scopus)

Abstract

"Service with a smile" is satisfying for the customer, but such display rules may be costly to the employee and the organization. Most previous research on such costs has used self-reported and cross-sectional designs. The authors use an experimental approach to test tenets of resource depletion theories; specifically, whether the self-regulation of emotions required by display rules depletes energy and attentional resources during a service encounter. Using a call center simulation with three "customer" interactions, the authors found that participants given positive display rules (e.g., be enthusiastic and hide frustration) reported more postsimulation exhaustion and made more errors on the order form compared to those with display autonomy. Customer hostility during one of the calls also increased exhaustion overall and the number of errors during that specific call, though proposed interactions with display rules were not supported. Surface-level emotion regulation, but not deep-level, was the mechanism for the energy depletion effect of display rules, while display rules had a direct effect on performance decrements. Theoretical and practical implications for display rules as part of job requirements are discussed.

Original languageEnglish (US)
Pages (from-to)301-318
Number of pages18
JournalJournal of Occupational Health Psychology
Volume12
Issue number3
DOIs
StatePublished - Jul 1 2007

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Task Performance and Analysis
Emotions
Frustration
Hostility
Organizations
Costs and Cost Analysis
Research
Call Centers
Self-Control

All Science Journal Classification (ASJC) codes

  • Applied Psychology
  • Public Health, Environmental and Occupational Health

Cite this

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