作者：VANDEVEN, AH
作者单位：University of Minnesota System; University of Minnesota Twin Cities
作者：MILLER, D
作者单位：McGill University
摘要：This article argues that over time the world views, goals, strategies, cultures, and processes of successful organizations will become more pure or ''simple'': They will come to focus more narrowly on a single theme, activity, or issue at the expense of all others. This is explained by managerial, cultural, structural. and process factors within the organization. It is also attributed to both the complementary way in which these factors configure and the paradox that although simplicity may tr...
作者：ASHFORTH, BE; HUMPHREY, RH
作者单位：Wayne State University
摘要：Emotional labor is the display of expected emotions by service agents during service encounters. It is performed through surface acting, deep acting, or the expression of genuine emotion. Emotional labor may facilitate task effectiveness and self-expression, but it also may prime customer expectations that cannot be met and may trigger emotive dissonance and self-alienation. However, following social identity theory, we argue that some effects of emotional labor are moderated by one's social a...
