Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity.
Academy of Management Review, 18, 88–115.
Balconi, M., & Vanutelli, M. E. (2017). Cooperation and competition with hyperscanning methods: Review and future application to emotion domain.
Frontiers in Computational Neuroscience, 11, doi:10.3389/fncom.2017.00086
Barsade, S. G., & Knight, A. P. (2015). Group affect.
Annual Review of Organizational Psychology and Organizational Behavior, 2, 21–46.
Barsade, S. G., & O’Neill, O. A. (2014). What’s love got to do with it? A longitudinal study of the culture of companionate love and employee and client outcomes in a long-term care setting.
Administrative Science Quarterly, 59, 551–598.
Baumeister, R. F., Bratslavsky, E., Finkenhauer, C., & Vohs, K. D. (2001). Bad is stronger than good.
Review of General Psychology, 5, 323–370.
Bechtoldt, M. N., Rohrmann, S., De Pater, I. E., & Beersma, B. (2011). The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor.
Journal of Applied Psychology, 96, 1087–1094.
Becker, W. J., & Cropanzano, R. (2015). Good acting requires a good cast: A meso-level model of deep acting in work teams.
Journal of Organizational Behavior, 36, 232–249.
Becker, W. J., Cropanzano, R., Van Wagoner, H. P., & Keplinger, K. (2018). Emotional labor within teams: Outcomes of individual and peer emotional labor of perceived team support, extra-role behavior, and turnover intentions.
Group and Organization Management, 43, 38–71.
Bekele, E. T., Lahiri, U., Swanson, A. R., Crittendon, J. A., Warren, Z. E. & Sarkar, N. (2013) A step towards developing adaptive robot-mediated intervention architecture (ARIA) for children with autism.
IEEE Transactions on Neural Systems and Rehabilitation Engineering, 21, 289–299.
Berg-Beckhoff, G., Nielsen, G., & Ladekjær Larsen, E. (2017). Use of information communication technology and stress, burnout, and mental health in older, middle-aged, and younger workers – results from a systematic review.
International Journal of Occupational and Environmental Health, 23, 160–171.
Berkley, R. A., Beard, R., & Daus, C. S. (2019). The emotional context of disclosing a concealable stigmatized identity: A conceptual model.
Human Resource Management Review, 3, 428–445.
Bledow, R., Schmitt, A., Frese, M., & Kühnel, J. (2011). The affective shift model of work engagement.
Journal of Applied Psychology, 96, 1246–1257.
Bosch, N., & D’Mello, S. (2017). The affective experience of novice computer programmers.
International Journal of Artificial Intelligence in Education, 27, 181–206.
Bracken, D. W. (2019). AI and EI meet IO: Should we trust or regulate? (panel presented at the annual conference of the Society for Industrial and Organizational Psychology, Washington, DC, 4–6 April).
Brewer, M. B. (1999). The psychology of prejudice: Ingroup love or outgroup hate?
Journal of Social Issues, 55, 429–444.
Brief, A. P., & Weiss, H. M. (2002). Organizational behavior: Affect in the workplace.
Annual Review of Psychology, 53, 279–307.
Clauss, E., Hoppe, A., O’Shea, D., González Morales, M. G., Steidle, A., & Michel, A. (2018). Promoting personal resources and reducing exhaustion through positive work reflection among caregivers.
Journal of Occupational Health Psychology, 23, 127–140.
Clore, G. L., & Ortony, A. (2008). Appraisal theories: How cognition shapes affect into emotion. In Lewis, M, Haviland-Jones, J. M., & Barrett, L. F. (Eds.),
Handbook of emotions (3rd edition, pp. 628–642). New York, NY: Guilford.
Côté, S. (2014). Emotional intelligence in organizations.
Annual Review of Organizational Psychology and Organizational Behavior, 1, 459–488.
Cricco-Lizza, R. (2014). The need to nurse the nurse: Emotional labor in neonatal intensive care.
Qualitative Health Research, 24, 615–628.
Cummings, M., Gao, F., & Thornburg, K. (2016). Boredom in the workplace: A new look at an old problem.
Human Factors, 58, 279–300.
Decanio, S. J. (2016) Robots and humans – complements or substitutes?
Journal of Macroeconomics, 49, 280–291.
De Dreu, C. K. W., Greer, L. L., Handgraaf, M. J. J., Shalvi, S., Van Kleef, G. A., Baas, M., … & Feith, S. W. (2010). The neuropeptide oxytocin regulates parochial altruism in intergroup conflict among humans.
Science, 328, 1408–1411.
Dehais, F., Causse, M., Vachon, F., & Tremblay, S. (2012) Cognitive conflict in human– automation interactions: A psychophysiological study.
Applied Ergonomics, 43, 588–595.
Dickens, L. R. (2017). Using gratitude to promote positive change: A series of meta-analyses investigating the effectiveness of gratitude interventions.
Basic & Applied Social Psychology, 39(4), 193–208.
Diefendorff, J. M., Gabriel, A. S., Nolan, M. T., & Yang, J. (2019). Emotion regulation in the context of customer mistreatment and felt affect: An event-based profile approach.
Journal of Applied Psychology, 104(7), doi:10.1037/apl0000389
D’Mello, S. K. (2017). Emotional learning analytics. In Lang, C, Siemens, G, Alyssa, W, & Gašević, D (Eds.),
Handbook of learning analytics & educational data mining (1st edition, pp. 115–127). Edmonton, AB: Society for Learning Analytics Research.
Ekman, P., & Friesen, W. V. (2003).
Unmasking the face: A guide to recognizing emotions from facial expressions. Los Altos, CA: Malor Books.
Fehr, R., Fulmer, A., Awtrey, E., & Miller, J. A. (2017). The grateful workplace: A multilevel model of gratitude in organizations.
Academy of Management Review, 42, 361–381.
Ford, M. T., Wang, Y., Jin, J., & Eisenberger, R. (2018). Chronic and episodic anger and gratitude toward the organization: Relationships with organizational and supervisor supportiveness and extrarole behavior.
Journal of Occupational Health Psychology, 23, 175–187.
Grandey, A. A., Fisk, G. M., Mattila, A. S., Jansen, K. J., & Sideman, L. A. (2005). Is “service with a smile” enough? Authenticity of positive displays during service encounters.
Organizational Behavior and Human Decision Processes, 96, 38–55.
Grandey, A. A., Rafaeli, A., Ravid, S., Wirtz, J., & Steiner, D. (2010). Emotion display rules at work in the global service economy: The special case of the customer.
Journal of Service Management, 21, 388–412.
Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review.
Review of General Psychology, 2, 271–299.
Gross, J. J. (2015). The extended process model of emotion regulation: Elaborations, applications, and future directions.
Psychological Inquiry, 26, 130–137.
Gruber, J., Mauss, I. B., & Tamir, M. (2011). A dark side of happiness? How, when, and why happiness is not always good.
Perspectives on Psychological Sciences, 6, 222–233.
Guy, M. E., & Lee, H. J. (2015). How emotional intelligence mediates emotional labor in public service jobs.
Review of Public Personnel Administration, 35, 261–277.
Heaphy, E. D. (2017). “Dancing on hot coals”: How emotion work facilitates collective sensemaking.
Academy of Management Journal, 60, 642–670.
Hensel, J. M., Hensel, R. A., & Dewa, C. S. (2015). What motivates direct support providers to do the work they do?
Journal of Intellectual & Developmental Disability, 40, 297–303.
Hislop, D., Coombs, C., Taneva, S., & Barnard, S. (2017).
Impact of artificial intelligence, robotics and automation technologies on work (CIPD rapid evidence review report). London, UK: Chartered Institute of Personnel and Development.
Hochschild, A. R. (1983).
The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
Inglehart, R., & Welzel, C. (2010). Changing mass priorities: The link between modernization and democracy.
Perspectives on Politics, 8, 551–567.
Joseph, D. L., & Newman, D. A. (2010). Emotional intelligence: An integrative meta-analysis and cascading model.
Journal of Applied Psychology, 95, 54–78.
Keysers, C., & Gazzola, V. (2009). Expanding the mirror: vicarious activity for actions, emotions, and sensations.
Current Opinion in Neurobiology. 19, 666–671.
Kramer, R. M. (1996). Divergent realities and convergent disappointments in hierarchic relation: Trust and the intuitive auditor at work. In Kramer, R. M. & Tyler, T. R. (Eds.),
Trust in organizations: Frontiers of theory and research (pp. 216–245). Thousand Oaks, CA: Sage.
Larsen, J. T., & McGraw, A. P. (2011). Further evidence for mixed emotions.
Journal of Personality and Social Psychology, 100, 1095–1110.
Larsen, J. T., McGraw, A. P., & Cacioppo, J. T. (2001). Can people feel happy and sad at the same time?
Journal of Personality and Social Psychology, 81, 684–696.
Lee, K., & Allen, N. J. (2002). Organizational citizenship behavior and workplace deviance: The role of affect and cognitions.
Journal of Applied Psychology, 87, 131–142.
Leung, K., Ang, S., & Tan, M. L. (2014). Intercultural competence.
Annual Review of Organizational Psychology and Organizational Behavior, 1, 489–519.
Levine, E. L., Xu, X., Yang, L.-Q., Ispas, D., Pitariu, H. D., Bian, R., … & Musat, S. (2011). Cross-national explorations of the impact of affect at work using the state–trait emotion measure: A coordinated series of studies in the United States, China, and Romania.
Human Performance, 24, 405–442.
Lyubomirsky, S., King, L., & Diener, E. (2005). The benefits of frequent positive affect: Does happiness lead to success?
Psychological Bulletin, 131, 803–855.
Martínez-Tur, V., Estreder, Y., Tomás, I., Ramos, J., & Luque, O. (2018). Interaction between functional and relational service quality: Hierarchy vs. compensation. Service Industries Journal, doi:10.1080/02642069.2018.1492562
McClure, P. (2018). “You’re fired,” says the robot: The rise of automation in the workplace, technophobes, and fears of unemployment.
Social Science Computer Review, 36, 139–156.
McCullough, M. E., Emmons, R. A., & Tsang, J.-A. (2002). The grateful disposition: A conceptual and empirical topography.
Journal of Personality and Social Psychology, 82, 112–127.
Mendoza-Denton, R., Ayduk, O., Mischel, W., Shoda, Y., & Testa, A. (2001). Person X situation interactionism in self-encoding (I am … when … ): Implications for affect regulation and social information processing.
Journal of Personality and Social Psychology, 80, 533–544.
Merritt, S. (2011). Affective processes in human–automation interactions.
Human Factors, 53, 356–370.
Naragon-Gainey, K., McMahon, T. P., & Chacko, T. P. (2017). The structure of common emotion regulation strategies: A meta-analytic examination.
Psychological Bulletin, 143, 384–427.
Picard, R. W. (2000).
Affective computing. Boston, MA: MIT Press.
Poh, M., Swenson, N. C., & Picard, R. W. (2010). A wearable sensor for unobtrusive, long-term assessment of electrodermal activity.
IEEE Transactions on Biomedical Engineering, 57, 1243–1252.
Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role.
Academy of Management Review, 12, 23–37.
Roberson, Q. M. (2019). Diversity in the workplace: A review, synthesis, and future research agenda.
Annual Review of Organizational Psychology and Organizational Behavior, 6, 69–88.
Shockley, K. M., Ispas, D., Rossi, M. E., & Levine, E. L. (2012). A meta-analytic investigation of the relationship between state affect, discrete emotions, and job performance.
Human Performance, 25, 377–411.
Şimşek, Ö. F., Günlü, E., & Erkuş, A. (2012). Occupation as a personal project system: Application of the ontological well-being concept to workplace.
Journal of Happiness Studies: An Interdisciplinary Forum on Subjective Well-being, 13, 203–223.
Söderlund, M., & Rosengren, S. (2010). The happy versus unhappy service worker in the service encounter: Assessing the impact on customer satisfaction.
Journal of Retailing and Consumer Services, 17, 161–169.
Taylor, T., Mallinson, C., & Bloch, K. (2008). “Looking for a few good women”: Volunteerism as an interaction in two organizations.
Nonprofit and Voluntary Sector Quarterly, 37, 389–410.
Teding van Berkhout, E., & Malouff, J. M. (2016). The efficacy of empathy training: A meta-analysis of randomized controlled trials.
Journal of Counseling Psychology, 63, 32–41.
Tetrick, L. E., & Winslow, C. J. (2015). Workplace stress management interventions and health promotion.
Annual Review of Organizational Psychology and Organizational Behavior, 2, 583–603.
Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 8, 55–73.
United Nations (2017).
International migration report 2017. New York, NY: United Nations.
United Nations (2018).
Human development indices and indicators: 2018 statistical update. New York, NY: United Nations.
Watson, D. (2000).
Mood and temperament. New York, NY: Guilford.
Watson, D., & Clark, L. A. (1999).
The PANAS-X: Manual for the positive and negative affect schedule – expanded form. Iowa City: University of Iowa (original work published in 1994).
Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scales.
Journal of Personality and Social Psychology, 54, 1063–1070.
Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. In Staw, B. M. & Cummings, L. L. (Eds.),
Research in organizational behavior: An annual series of analytical essays and critical reviews (Volume 18, pp. 1–74). Greenwich, CT, and London, UK: Elsevier Science/JAI.
Yagil, D., & Medler-Liraz, H. (2013). Moments of truth: Examining transient authenticity and identity in service encounters.
Academy of Management Journal, 56, 473–497.
Yang, L.-Q., Simon, L. S., Wang, L., & Zheng, X. (2016). To branch out or stay focused? Affective shifts differentially predict organizational citizenship behavior and task performance.
Journal of Applied Psychology, 101, 831–845.
Zapf, D. (2002). Emotion, work and psychological well being: A review of the literature and some conceptual considerations.
Human Resources Management Review, 12, 237–268.
Zyphur, M. J., Kaplan, S. A., & Christian, M. S. (2008). Assumptions of cross-level measurement and structural invariance in the analysis of multilevel data: Problems and solutions.
Group Dynamics: Theory, Research, and Practice, 12, 127–140.