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Book Cover
Book
Author International Conference on Emotions and Organizational Life.

Title Individual and organizational perspectives on emotion management and display / edited by Wilfred J. Zerbe, Neal M. Ashkanasy, Charmaine E.J. Härtel
Edition First edition
Published Amsterdam ; Oxford : Elsevier JAI, 2006

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Location Call no. Vol. Availability
 MELB  158.7 Zer/Iao  AVAILABLE
Description xxiii, 329 pages : illustrations ; 24 cm
Series Research on emotion in organizations ; v. 2
Research on emotion in organizations (series) ; v. 2
Research on emotion in organizations ; v. 2
Contents Overview : individual and organizational perspectives on emotion management and display / Wilfred J. Zerbe, Neal M. Ashkanasy and Charmine E. J. H©Þrtel -- Ch. 1. Emotional intelligence and wise emotion regulation in the workplace / Stephane Cote, Christopher T. H. Miners and Sue Moon -- Ch. 2. The impact of emergent leader's emotionally competent behavior on team trust, communication, engagement, and effectiveness / Vanessa Urch Druskat and Anthony T. Pescosolido -- Ch. 3. Leadership and the driving force of shame : a social constructionist analysis of narrative / Erika Sauer and Arja Ropo -- Ch. 4. Beneath the masks : a critical incident focus on the emotions experienced in the worker/supervisor relationship / Fleur Piper and Nanette Monin -- Ch. 5. Care in organizations : a conceptual lens to study emotions and capability / Dorthe Eide -- Ch. 6. Emotional affects - developing understanding of healthcare organisation / Annabelle Mark -- Ch. 7. Cultural differences in emotional labor in flight attendants / Celeste M. Brotheridge and Ian Taylor -- Ch. 8. Emotion work across cultures : a comparison between the United States and Germany / Andrea Fischbach, Katrin Meyer-Gomes, Dieter Zapf and Johannes Rank -- Ch. 9. A conceptual model of the effects of emotional labor strategies on customer outcomes / Markus Groth, Thorsten Hennig-Thurau and Gianfranco Walsh -- Ch. 10. Customer emotions in service failure and recovery encounters / Janet R. McColl-Kennedy and Amy K. Smith -- Ch. 11. Attribution and negative emotion displays by service providers in problematic service interactions / Kay Yoon and Lorna M. Doucet -- Ch. 12. How to feel rationally : linking rational emotive behavior therapy with components of emotional intelligence / Matthias Sporrle and Isabell M. Welpe
Analysis Organizational perspectives
Emotion management
Notes Selected conference papers
Bibliography Includes bibliographical references
Subject Work -- Psychological aspects -- Congresses.
Emotions -- Social aspects -- Congresses.
Psychology, Industrial -- Congresses.
Genre/Form Conference papers and proceedings.
Author Zerbe, W. J.
Ashkanasy, Neal M., 1945-
Härtel, Charmine E. J., 1959-
International Conference on Emotions and Organizational Life.
LC no. 01342687
ISBN 9780762313105 hardback
0762313102 hardback