Emotion display rules at work in the global service economy: the special case of the customer

Purpose The purpose of this paper is to illustrate how emotion display rules are influenced by relational, occupational, and cultural expectations. Design/methodology/approach The authors compare these influences by assessing anger and happiness display rules toward customers, coworkers, and supervisors across four cultures. Findings Overall, the findings suggest that anger can be expressed with coworkers, can be slightly leaked to supervisors,...