Table of Contents

About The Editors. List Of Contributors. Overview: Individual And Organizational Perspectives On Emotion Management And Display. (Wilfred J. Zerbe, Neal M. Ashkanasy, And Charmine E. J. Hartel). Emotional Intelligence And Wise Emotion Regulation In The Workplace. (Stephane Cote, Christopher T. H. Miners, Sue Moon). The Impact Of Emergent Leader Emotionally Competent Behavior On Team Trust, Communication, Engagement, And Effectiveness. (Vanessa Urch Druskat, Anthony T. Pescosolido). Leadership And The Driving Force Of Shame: A Social Constructionist Analysis Of Narrative. (Erika Sauer, Arja Ropo). Beneath The Masks: A Critical Incident Focus On The Emotions Experienced In The Worker / Supervisor Relationship. (Fleur Piper, Nanette Monin). Care In Organizations: A Conceptual Lens To Study Emotions And Capability. (Dorthe Eide). Emotional Affects - Developing Understanding Of Healthcare Organization. (Annabelle Mark). Cultural Differences In Emotional Labor In Flight Attendants. (Celeste M. Brotheridge, Ian Taylor). Emotion Work Across Cultures: A Comparison Between The United States And Germany. (Andrea Fischbach, Katrin Meyer-Gomes, Dieter Zapf, Johannes Rank). A Conceptual Model Of The Effects Of Emotional Labor Strategies On Customer Outcomes. (Markus Groth, Thorsten Hennig-Thurau, Gianfranco Walsh). Customer Emotions In Service Failure And Recovery Encounters. (Janet R. Mccoll-Kennedy, Amy K. Smith). Attribution And Negative Emotion Displays By Service Providers In Problematic Service Interactions. (Kay Yoon, Lorna M. Doucet). How To Feel Rationally: Linking Rational Emotive Behavior Therapy With Components Of Emotional Intelligence. (Matthias Sporrle, Isabell M. Welpe). About The Authors