Emotion regulation in the context of customer mistreatment and felt affect: An event-based profile approach.

Variable-centered views of emotional labor suggest that high customer incivility and employee-felt negative affect should co-occur with high employee emotion regulation. Similarly, low customer incivility and employee positive affect should be accompanied by low emotion regulation. We theorize that these theory-based configurations of emotional labor variables represent only a subset of the possible ways that emotional labor events unfold. We...