Emotion work as a source of employee well- and ill-being: the moderating role of service interaction type

This study presents a framework for classifying service occupations based on the type of interaction between employees and customers to clarify mixed relationships emotion work well-being. Drawing challenge-hindrance stressor literature, we propose that positive requirements are challenge almost all providers, while negative emotion-rule dissonance only stressors in certain contexts. Data from 33 independent samples comprising 7,075 showed variables were positively related emotional exhaustion. In line with expectations, consistently linked personal accomplishment. Service measured by expert ratings was used test under what circumstances consequences. Results revealed accomplishment when interactions highly complex required identify customers. When standardized low complexity, providers substitutable, there no need identify, relationships. For dissonance, emerged engaged interactions, but needed