@incollection{, 77C56FD26E9834CA0762E1DB18EAE64F , author={{SuchetaSarkar} and {Recruitment and Assessment Centre}}, journal={{Global Journal of Human Social Sciences}}, journal={{GJHSS}}2249-460X0975-587X10.34257/GJHSS, address={Cambridge, United States}, publisher={Global Journals Organisation}1463344 } @book{b0, , title={{Emotional labor as a potential source of job stress}} , author={{ PAdelmann }} , editor={S. L. Sauter & L. R. Murphy} , year={1995} , publisher={American Psychological Association} , address={Washington, DC} , note={Organizational risk factors for job stress} } @incollection{b1, , title={{Role of Display Rule Demands and Affective Traits in Emotional Exhaustion among Customer Services}} , author={{ AAdil } and { AKamal }} , journal={{Pakistan Journal of Psychological Research}} 1 27 , year={2012} } @incollection{b2, , title={{Employee's Emotional Dissonance: The Organizational Causal Factors, Consequences and Moderators}} , author={{ NArora } and { TAFalade }} , journal={{Invertis Journal of Management}} 3 1 7 } @incollection{b3, , title={{Emotionality and job performance: Implications for personnel selection}} , author={{ RDArvey } and { GLRenz } and { TWWatson }} , journal={{Research in Personnel and Human Resources Management}} 16 , year={1998} } @book{b4, , title={{Emotional labor in service roles: The influence of identity}} , author={{ BEAshforth } and { RHHumphrey }} , year={1993} , publisher={Academy of management review} 18 } @incollection{b5, , title={{Emotion in the workplace: a reappraisal}} , author={{ BEAshforth } and { RHHumphrey }} , journal={{Human Relations}} 48 , year={1995} } @incollection{b6, , title={{Associations of personality and emotional intelligence with display rule perceptions and emotional labour}} , author={{ EJAustin } and { TCDore } and { KMDonovan }} , journal={{Personality and Individual Differences}} 44 3 , year={2008} } @incollection{b7, , title={{Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms}} , author={{ PBBarger } and { AAGrandey }} , journal={{Academy of management Journal}} 49 6 , year={2006} } @incollection{b8, , title={{The moderatormediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations}} , author={{ RMBaron } and { DAKenny }} , journal={{Journal of Personality and Social Psychology}} 51 , year={1986} } @incollection{b9, , title={{Personality and emotional performance: extraversion, neuroticism, and self-monitoring}} , author={{ JEBono } and { MAVey }} , journal={{Journal of occupational health psychology}} 12 2 177 , year={2007} } @incollection{b10, , title={{The Effect of Emotional Labor Strategies (Surface Acting and Deep Acting) on Job Satisfaction and Job Burnout in Iranian Organizations: The Role of Emotional Intelligence}} , author={{ KGhalandari } and { MG GJogh }} , journal={{Interdisciplinary Journal of Research in Business}} 1 12 , year={2012} } @incollection{b11, , title={{The Effect of Emotional Labor on Emotional Exhaustion in Banking Services: The Role of Iranian Emotional Intelligence}} , author={{ MortazaviGhalandari } and { &Abbasi } and { Jogh }} , journal={{Research Journal of Applied Sciences, Engineering and Technology}} 4 12 , year={2012} } @incollection{b12, , title={{Emotion regulation in the workplace: A new way to conceptualize emotion work}} , author={{ 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author={{ CMBrotheridge } and { RTLee }} , journal={{Journal of occupational health psychology}} 7 1 57 , year={2002} } @book{b18, , title={{Temperament: Early developing personality traits}} , author={{ AHBuss } and { R&plomin }} , year={1984} , publisher={Lawrence Erlbaum Associates Inc} , address={Hillsdale, NJ} } @incollection{b19, , title={{Quality of work life as a mediator between emotional labor and work family interference}} , author={{ FY LCheung } and { CS KTang }} , journal={{Journal of Business and Psychology}} 24 3 , year={2009} } @book{b20, , title={{The convergent validity of two burnout instruments: A multitrait multimethod analysis}} , author={{ EDemerouti } and { ABBakker } and { IVardakou } and { AKantas }} , year={2002} } @incollection{b21, , title={{}} , journal={{European Journal of Psychological Assessment}} 19 } @incollection{b22, , title={{The dimensionality and antecedents of emotional labor strategies}} , author={{ JMDiefendorff } and { MHCroyle } and { 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Annual review of sociology}} , author={{ PEngland }} , year={2005} } @incollection{b24, , title={{Exploration of the relationship between workplace, emotional intelligence, occupational stress and employere health}} , author={{ LJGardner } and { CStough }} , journal={{Australian Journal of Psychology}} 55 , year={2003} } @incollection{b25, , title={{Effect of emotional labour on emotional exhaustion: a study of retail sector in India}} , author={{ BGupta } and { SMishra }} , journal={{International Journal of Indian Culture and Business Management}} 4 1 , year={2011} } @book{b26, , title={{Introduction to mediation, moderation, and conditional process analysis: A regression-based approach}} , author={{ AFHayes }} , year={2013} , publisher={Guilford Press} } @book{b27, , title={{Emotional dissonance and burnout among cabin attendants}} , author={{ EHeuven } and { ABakker }} , year={2003} } @incollection{b28, , title={{}} , journal={{European Journal of Work and Organizational Psychology}} 12 1 } @incollection{b29, , title={{Emotional dissonance and burnout among social counselors}} , author={{ ARHochschild }} , journal={{International Journal of Work Organization and Emotion}} 3 , year={1983. 2009} , publisher={University Press} , note={The managed heart: Commercialization of human feelings} } @incollection{b30, , title={{The effects of performance monitoring on emotional labor and well-being in call centers}} , author={{ DHolman } and { CChissick } and { PTotterdell }} , journal={{Motivation and Emotion}} 26 1 , year={2002} } @book{b31, , title={{Psychophysiological effects of emotional dissonance in a face-to-face service interaction}} , author={{ HHopp } and { SRohrmann } and { DZapf } and { VHodapp }} , year={2010} } @incollection{b32, , title={{}} , journal={{Stress, & Coping}} 23 4 , note={Anxiety} } @incollection{b33, , title={{Emotional Labour, Emotional Intelligence, and Psychological Distress}} , author={{ JKarim } and { RWeisz }} , journal={{Journal of the Indian Academy of Applied Psychology}} 36 2 , year={2010} } @incollection{b34, , title={{Emotional intelligence as a moderator of affectivity/emotional labor and emotional labor/psychological distress relationships}} , author={{ JKarim } and { RWeisz }} , journal={{Psychological Studies}} 56 4 , year={2011} } @incollection{b35, , title={{Does Workplace Fun Buffer the Impact of Emotional Exhaustion on Job Dissatisfaction?: A Study of Health Care Workers}} , author={{ KAKarl } and { JVPeluchette }} , journal={{Journal of Behavioral & Applied Management}} 7 2 , year={2006} } @incollection{b36, , title={{Exploring the Dimensions of Emotional Labor The Heart of Hochschild's Work}} , author={{ SMKruml } and { DGeddes }} , journal={{Management communication quarterly}} 14 1 , year={2000} } @incollection{b37, , title={{Linking emotional dissonance and organizational identification to turnover intention and emotional well-being: A study of medical representatives in India}} , author={{ SKumar Mishra } and { DBhatnagar }} , journal={{Human resource management}} 49 3 , year={2010} } @incollection{b38, , title={{Emotional Labor and Health Outcomes: An Overview of Literature and Preliminary Empirical Evidences}} , author={{ SKumar } and { BShankar } and { APSingh }} , journal={{Indian journal of social science researches}} 7 1 , year={2010} } @incollection{b39, , title={{Emotional dissonance, emotional exhaustion and job satisfaction in call centre workers}} , author={{ KALewig } and { MFDollard }} , journal={{European Journal of Work and Organizational Psychology}} 12 4 , year={2003} } @incollection{b40, , title={{Emotional intelligence, personality and the perceived quality of social relationships}} , author={{ PNLopes } and { PSalovey } and { RStraus }} , journal={{Personality and Individual Differences}} 35 , year={2003} } @book{b41, , title={{Mediation analysis. Annual review of psychology}} , author={{ DPMackinnon } and { AJFairchild } and { MSFritz }} , year={2007} 58 593 } @incollection{b42, , title={{A comparison of methods to test mediation and other intervening variable effects}} , author={{ DPMackinnon } and { CMLockwood } and { JMHoffman } and { SGWest } and { VSheets }} , journal={{Psychological methods}} 7 1 83 , year={2002} } @incollection{b43, , title={{People-work': Emotion management, stress and coping}} , author={{ SMann }} , journal={{British Journal of Guidance & Counselling}} 32 2 , year={2004} } @incollection{b44, , title={{Explaining the protective effect of trait emotional intelligence regarding occupational stress: Exploration of emotional labour processes}} , author={{ MMikolajczak } and { CMenil } and { OLuminet }} , journal={{Journal of Research in Personality}} 41 5 , year={2007} } @incollection{b45, , title={{The dimensions, antecedents, and consequences of emotion work}} , author={{ JAMorris } and { DCFeldman }} , 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emotions: do building trust and workplace fun work}} , author={{ JVPeluchette } and { KKarl }} , booktitle={{Faculty of Commerce-Papers}} , year={2008} } @incollection{b51, , title={{Emotional intelligence skills: the building blocks of defence against emotional labour burnout}} , author={{ LMPrati } and { JHKarriker }} , journal={{International Journal of Work Organisation and Emotion}} 3 4 , year={2010} } @book{b52, , title={{Asymptotic and Resampling Strategies for Assessing and Comparing Indirect Effects in Multiple Mediator Models}} , author={{ KJPreacher } and { AFHayes }} , year={2008} 40 } @incollection{b53, , title={{The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being}} , author={{ KPugliesi }} , journal={{Motivation and Emotion}} 23 2 , year={1999} } @incollection{b54, , title={{Expression of emotion as part of the work role}} , author={{ ARafaeli } and { RISutton }} , journal={{Academy of Management Review}} 12 , year={1987} } @incollection{b55, , title={{The structure of psychological well-being revisited}} , author={{ CDRyff } and { CL MKeyes }} , journal={{Journal of personality and social psychology}} 69 4 719 , year={1995} } @book{b56, , title={{Motives for managing emotions at work (Doctoral dissertation}} , author={{ CMSaluan }} , year={2009} University of Akron } @incollection{b57, , title={{Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms}} , author={{ JSchaubroeck } and { JRJones }} , journal={{Journal of Organizational Behavior}} 21 2 , year={2000} } @book{b58, , title={{Organizational culture and leadership}} , author={{ EHSchein }} , year={1985} , publisher={Jossey-Bass} , address={San Francisco} } @incollection{b59, , title={{Stability in the midst of change: A dispositional approach to job attitudes}} , author={{ BMStaw } and { JRoss }} , journal={{Journal of Applied psychology}} 70 3 469 , year={1985} } @incollection{b60, , title={{Situational and dispositional predictors of displays of positive emotions}} , author={{ HHTan } and { MDFoo } and { CLChong } and { RNg }} , journal={{Journal of Organizational Behavior}} 24 8 , year={2003} } @incollection{b61, , title={{Emotional labor and the five-factor model of personality}} , author={{ MJTews } and { TMGlomb }} , booktitle={{annual meeting of the Society for Industrial and Organizational Psychology}} Orlando, FL , year={2003} } @incollection{b62, , title={{Negative emotions and their effect on customer complaint behaviour}} , author={{ BTronvoll }} , journal={{Journal of Service Management}} 22 1 , year={2011} } @incollection{b63, , title={{Social exclusion causes self-defeating behavior}} , author={{ JMTwenge } and { KRCatanese } and { RFBaumeister }} , journal={{Journal of Personality and Social Psychology}} 83 , year={2002} } @incollection{b64, , title={{Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance}} , author={{ PAVan Dijk } and { AKBrown }} , journal={{Journal of Management and Organization}} 12 2 , year={2006} } @incollection{b65, , title={{Emotion work and job stressors and their effects on burnout}} , author={{ DZapf } and { CSeifert } and { BSchmutte } and { HMertini } and { MHolz }} , journal={{Psychology & Health}} 16 5 , year={2001} }