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WELD Lab

Workplace Emotional Labor and Diversity

Research

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Dr. Grandey’s and her students’ work can be grouped into three main categories:  (1) Emotional labor (exemplified by “service with a smile”) and tradeoffs for health and performance, (2) Emotions & stress at work, and (3) Diversity (e.g., work-family, stereotypes & bias).

EMOTIONAL LABOR

Emotional Labor and job performance

Grandey, A.., England*, K. & Boeherman*, L. (forthcoming).  Emotional labor: Display rules and emotion regulation.  In the Handbook of Workplace Affect (Eds., Liu-Qin Yang, Russell Cropanzano, Catherine Daus, & Vicente Martinez-Tur). Cambridge University Press.

Grandey, A., Houston*, L., & Avery, D. (2019). Fake it to make it:  Emotional labor reduces the racial disparity in service performance judgments.  Journal of Management, 45(5), 2163-2192.

Grandey, A., & Sayre*, G. (2019).  Emotional labor:  Regulating emotions for a wage.  Current Directions in Psychological Science, 28(2), 131-137.

Chi, N-W & Grandey, A. (2019). Emotional labor predicts service performance depending on activation and inhibition regulatory fit. Journal of Management 45(2): 673-700.

Huang, J., Chiarburu, D.,  Zhang, X., Li, N., Grandey A. (2015).  Rising to the challenge: Deep acting is more impactful when tasks are appraised as challenging. Journal of Applied Psychology, 100(5), 1381-1397.

Gabriel†, A., Acosta (Diamond*), J., & Grandey, A.  (2015). The value of a smile: Does emotional performance matter more in familiar or unfamiliar exchanges?  Journal of Business and Psychology, 30, 37-50.

Maneotis*, S. M., Grandey, A., & Krauss, A. D. (2014). Understanding the “Why” as Well as the “How”: Service Performance is a Function of Prosocial Motives and Emotional Labor. Human Performance, 27, 1-18.

Chi, N., Grandey, A., Diamond*, J.A., & Krimmel†, K.R. (2011). Want a tip?  Service performance as a function of emotion regulation and extroversion.  Journal of Applied Psychology, 96(6), 1337-1346.

Goldberg*, L., & Grandey, A. (2007). Display rules versus display autonomy:  Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12(3), 301-318.

Grandey, A., Fisk*, G., Mattila, A., Jansen, K. J., & Sideman*, L. (2005). Is service with a smile enough?  Authenticity of positive displays during service encounters. Organizational Behavior & Human Decision Processes, 96(1), 38-55.

Barger†, P. & Grandey, A. (2006). “Service with a smile” and encounter satisfaction:  Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238.

Emotional Labor and job performance

Grandey, A., England*, K. & Boemerman*, L. (2020). Emotional labor: Display rules and emotion regulation. In the Handbook of Workplace Affect (Eds., Liu-Qin Yang, Russell Cropanzano, Catherine Daus, & Vicente Martinez-Tur). Cambridge University Press.

Grandey, A., Houston*, L., & Avery, D. (2019). Fake it to make it:  Emotional labor reduces the racial disparity in service performance judgments.  Journal of Management, 45(5), 2163-2192.

Grandey, A., & Sayre*, G. (2019).  Emotional labor:  Regulating emotions for a wage.  Current Directions in Psychological Science, 28(2), 131-137.

Chi, N-W & Grandey, A. (2019). Emotional labor predicts service performance depending on activation and inhibition regulatory fit. Journal of Management 45(2): 673-700.

Huang, J., Chiarburu, D.,  Zhang, X., Li, N., Grandey A. (2015).  Rising to the challenge: Deep acting is more impactful when tasks are appraised as challenging. Journal of Applied Psychology, 100(5), 1381-1397.

Gabriel†, A., Acosta (Diamond*), J., & Grandey, A.  (2015). The value of a smile: Does emotional performance matter more in familiar or unfamiliar exchanges?  Journal of Business and Psychology, 30, 37-50.

Maneotis*, S. M., Grandey, A., & Krauss, A. D. (2014). Understanding the “Why” as Well as the “How”: Service Performance is a Function of Prosocial Motives and Emotional Labor. Human Performance, 27, 1-18.

Chi, N., Grandey, A., Diamond*, J.A., & Krimmel†, K.R. (2011). Want a tip?  Service performance as a function of emotion regulation and extroversion.  Journal of Applied Psychology, 96(6), 1337-1346.

Goldberg*, L., & Grandey, A. (2007). Display rules versus display autonomy:  Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12(3), 301-318.

Grandey, A., Fisk*, G., Mattila, A., Jansen, K. J., & Sideman*, L. (2005). Is service with a smile enough?  Authenticity of positive displays during service encounters. Organizational Behavior & Human Decision Processes, 96(1), 38-55.

Barger†, P. & Grandey, A. (2006). “Service with a smile” and encounter satisfaction:  Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238.

EMOTIONAL LABOR AND EMPLOYEE WELLBEING

Sayre*, G., Grandey, A., Chi, NW. (in press).  From Cheery to “Cheers”? Regulating Emotions at Work and Alcohol Consumption After Work.  Journal of Applied Psychology.  https://doi.org/10.1037/apl0000452

Grandey, A., Frone, M. , Melloy*, R., Sayre*, G. (in press).  When Are Fakers Also Drinkers? A Self-Control View of Emotional Labor and Alcohol Consumption Among U.S. Service Workers.  Journal of Occupational Health Psychology. Online first http://dx.doi.org/10.1037/ocp0000147.

Grandey, A.., England*, K. & Boeherman*, L. (forthcoming).  Emotional labor: Display rules and emotion regulation.  In the Handbook of Workplace Affect (Eds., Liu-Qin Yang, Russell Cropanzano, Catherine Daus, & Vicente Martinez-Tur). Cambridge University Press.

Grandey, A., & Sayre*, G. (2019).  Emotional labor:  Regulating emotions for a wage.  Current Directions in Psychological Science, 28(2), 131-137.

Grandey, A, & Melloy*, R. (2017) The State of the Heart: Emotional Labor as Emotion Regulation Reflections and Revisions. Journal of Occupational Health Psychology: 20th anniversary issue., 22(3), 407-422.

Grandey, A., Rupp, D., Brice, W. (2015).  Emotional Labor Threatens Decent Work: A Proposal to Eradicate Emotional Display Rules. Journal of Organizational Behavior, 36(6), 770–785.

Huang, J., Chiarburu, D.,  Zhang, X., Li, N., Grandey, A. (2015).  Rising to the challenge: Deep acting is more impactful when tasks are appraised as challenging. Journal of Applied Psychology, 100(5), 1381-1397.

Krannitz*, M., Grandey, A., Liu, S., & Almeida, D. (2015). Workplace Surface Acting and Marital Partner Discontent: Anxiety and Exhaustion Spillover Mechanisms, Journal of Occupational Health Psychology, 20 (3), 314-325.

Grandey, A., Chi, N-W, Diamond*, J. (2013). Show me the money! Do financial rewards enhance or undermine satisfaction from performing emotional labor?  Personnel Psychology, 66(3), 569-612.

Grandey, A., Foo*, SC.  Groth, M., & Goodwin, R. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17(1), 1-14.

Diefendorff, J., Erickson, R., Grandey, A., & Dahling, J. (2011).  Work unit norms for emotional display rules: A multilevel analysis of emotional labor among nurses. Journal of Occupational Health Psychology, 16(2), 170-186.

Grandey, A., Fisk,* G., Steiner, D. (2005). Must “service with a smile” be stressful? The moderating role of personal control for U.S. and French employees.  Journal of Applied Psychology, 90, 893-914.

Grandey, A. (2003).  When ‘the show must go on’:  Surface and deep acting as determinants of emotional exhaustion and peer-rated service delivery.  Academy of Management Journal, 46 (1), 86-96.

Brotheridge, C., & Grandey, A. (2002).  Emotional labor and burnout:  Comparing two perspectives on ‘people work’. Journal of Vocational Behavior, 60, 17-39

WORK EMOTIONS AND STRESS

Emotional Labor and job performance

Grandey, A.., England*, K. & Boeherman*, L. (forthcoming).  Emotional labor: Display rules and emotion regulation.  In the Handbook of Workplace Affect (Eds., Liu-Qin Yang, Russell Cropanzano, Catherine Daus, & Vicente Martinez-Tur). Cambridge University Press.

Grandey, A., Houston*, L., & Avery, D. (2019). Fake it to make it:  Emotional labor reduces the racial disparity in service performance judgments.  Journal of Management, 45(5), 2163-2192.

Grandey, A., & Sayre*, G. (2019).  Emotional labor:  Regulating emotions for a wage.  Current Directions in Psychological Science, 28(2), 131-137.

Chi, N-W & Grandey, A. (2019). Emotional labor predicts service performance depending on activation and inhibition regulatory fit. Journal of Management 45(2): 673-700. 

Huang, J., Chiarburu, D.,  Zhang, X., Li, N., Grandey A. (2015).  Rising to the challenge: Deep acting is more impactful when tasks are appraised as challenging. Journal of Applied Psychology, 100(5), 1381-1397.

Gabriel†, A., Acosta (Diamond*), J., & Grandey, A.  (2015). The value of a smile: Does emotional performance matter more in familiar or unfamiliar exchanges?  Journal of Business and Psychology, 30, 37-50.

Maneotis*, S. M., Grandey, A., & Krauss, A. D. (2014). Understanding the “Why” as Well as the “How”: Service Performance is a Function of Prosocial Motives and Emotional Labor. Human Performance, 27, 1-18.   

Chi, N., Grandey, A., Diamond*, J.A., & Krimmel†, K.R. (2011). Want a tip?  Service performance as a function of emotion regulation and extroversion.  Journal of Applied Psychology, 96(6), 1337-1346.

Goldberg*, L., & Grandey, A. (2007). Display rules versus display autonomy:  Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12(3), 301-318.

Grandey, A., Fisk*, G., Mattila, A., Jansen, K. J., & Sideman*, L. (2005). Is service with a smile enough?  Authenticity of positive displays during service encounters. Organizational Behavior & Human Decision Processes, 96(1), 38-55.

Barger†, P. & Grandey, A. (2006). “Service with a smile” and encounter satisfaction:  Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238.

Work Emotions

Grandey, A., Ferris, D.L., Melloy*, R.M. (2018).  A Dual Signal Model of Pride Displays in Organizations. Research in Organizational Behavior, 38, 153-168.

Grandey, A., Sayre*, G., French, K. (in press). “A Blessing and a Curse”: The Coronavirus Stay-At-Home Orders and Changes in Hotel and Restaurant Workers’ Employment and Health. Journal of Occupational Health Psychology.

Melloy*, R., Liu, S., Grandey, A., Shi, J. (2018).  Overcoming Obstacles: Attentional and Emotional Control for Novice Job Seekers. Journal of Vocational Behavior, 108, 92-107.

Howard*, M., Farr, J., Grandey, A., Gutworth*, M. (2016).  The Creation of the Workplace Social Courage Scale (WSCS): An Investigation of Internal Consistency, Psychometric Properties, Validity, and Utility.  Journal of Business and Psychology, 32(6), p. 673-690.

Tsai, W., Chi, N., Grandey, A. & Fung, S. (2012). Positive group affective tone and team creativity: negative group affective tone and team trust as boundary conditions. Journal of Organizational Behavior. 33, 638-656.

Grandey, A. (2008). Emotions at work: A review and research agenda. In C. Cooper & J. Barling (Eds.), The SAGE Handbook of Organizational Behavior (Vol. 1, pp. 234-261). Thousand Oaks, CA: Sage.

Grandey, A., Tam*, A. & Brauburger*, A. (2002).  Affective states and traits of young workers:  A diary study. Motivation and Emotion (Special Issue), 26(1), 31-55.

Interpersonal Mistreatment

Groth, M. & Grandey, A.  (2012). From bad to worse: Negative exchange spirals in employee–customer service interactions.  Organizational Psychology Review, 2(3), 208 – 23

Kern*, J., & Grandey, A. (2009). Workplace Incivility and Exhaustion: The Role of Racial Identity of Service Workers. Journal of Occupational Health Psychology, 14(1), 46-57.

Grandey, A., Kern*, J., & Frone, M. (2007). Verbal Abuse from outsiders versus insiders:  Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12(1), 63-79.

Grandey, A., Foo*, SC.  Groth, M., & Goodwin, R. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17(1), 1-14.

Goldberg*, L., & Grandey, A. (2007). Display rules versus display autonomy:  Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12(3), 301-318.

Grandey, A., Dickter, D., & Sin*, H.-P. (2004). The customer is not always right:  Customer verbal aggression toward service employees. Journal of Organizational Behavior, 25(3), 397-418.

Kundro†, T., Burke*, V. Grandey, A., Sayre*, G. (in press). A perfect storm: Customer sexual harassment as a joint function of financial dependence and emotional labor. Journal of Applied Psychology 

WORKPLACE DIVERSITY

Emotional Labor and job performance

Grandey, A.., England*, K. & Boeherman*, L. (forthcoming).  Emotional labor: Display rules and emotion regulation.  In the Handbook of Workplace Affect (Eds., Liu-Qin Yang, Russell Cropanzano, Catherine Daus, & Vicente Martinez-Tur). Cambridge University Press.

Grandey, A., Houston*, L., & Avery, D. (2019). Fake it to make it:  Emotional labor reduces the racial disparity in service performance judgments.  Journal of Management, 45(5), 2163-2192.

Grandey, A., & Sayre*, G. (2019).  Emotional labor:  Regulating emotions for a wage.  Current Directions in Psychological Science, 28(2), 131-137.

Chi, N-W & Grandey, A. (2019). Emotional labor predicts service performance depending on activation and inhibition regulatory fit. Journal of Management 45(2): 673-700. 

Huang, J., Chiarburu, D.,  Zhang, X., Li, N., Grandey A. (2015).  Rising to the challenge: Deep acting is more impactful when tasks are appraised as challenging. Journal of Applied Psychology, 100(5), 1381-1397.

Gabriel†, A., Acosta (Diamond*), J., & Grandey, A.  (2015). The value of a smile: Does emotional performance matter more in familiar or unfamiliar exchanges?  Journal of Business and Psychology, 30, 37-50.

Maneotis*, S. M., Grandey, A., & Krauss, A. D. (2014). Understanding the “Why” as Well as the “How”: Service Performance is a Function of Prosocial Motives and Emotional Labor. Human Performance, 27, 1-18.   

Chi, N., Grandey, A., Diamond*, J.A., & Krimmel†, K.R. (2011). Want a tip?  Service performance as a function of emotion regulation and extroversion.  Journal of Applied Psychology, 96(6), 1337-1346.

Goldberg*, L., & Grandey, A. (2007). Display rules versus display autonomy:  Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12(3), 301-318.

Grandey, A., Fisk*, G., Mattila, A., Jansen, K. J., & Sideman*, L. (2005). Is service with a smile enough?  Authenticity of positive displays during service encounters. Organizational Behavior & Human Decision Processes, 96(1), 38-55.

Barger†, P. & Grandey, A. (2006). “Service with a smile” and encounter satisfaction:  Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229-1238.

Work-FAMILY Conflict

Grandey, A., &  Krannitz*, M. (2016)  Emotion Regulation at Work and at Home.  Oxford Handbook of Work and Family (Tammy D. Allen & Lillian T. Eby, Editors).

Krannitz*, M., Grandey, A., Liu, S., & Almeida, D. (2015). Workplace Surface Acting and Marital Partner Discontent: Anxiety and Exhaustion Spillover Mechanisms, Journal of Occupational Health Psychology, 20 (3), 314-325.

Grandey, A., Cordeiro*, B., & Crouter, A. (2005). A longitudinal and multi-source test of the work-family conflict and job satisfaction relationship. Journal of Occupational and Organizational Psychology, 78(5), 305-323.

Grandey, A. (2001).  Family friendly policies: Organizational justice perceptions and need-based allocations.  In R. Cropanzano (Ed.), Justice in the Workplace:  From Theory to Practice, vol. 2 (pp. 145-174).  Mahwah, NJ: Erlbaum.

Grandey, A., & Cropanzano, R.  (1999). The conservation of resources model and work-family conflict and strain.  Journal of Vocational Behavior, 54, 350-370.

Demographic and value-based Differences

Burke*, V. & Grandey, A. (2020).  Midlife crisis on the road to successful workforce aging.  Industrial and Organizational Psychology, 13(3), 388-394.  https://doi.org/10.1017/iop.2020.62

Swigart, K.L., Anantharaman, A., Williamson, J., & Grandey, A.A. (2020). Working While Liberal/Conservative: A Review of Political Ideology in Organizations. Journal of Management.

Grandey, A., Gabriel, A., & King, E. (2020). Tackling Taboo Topics:  A review of the three Ms in working women’s lives. Journal of Management. https://doi.org/10.1177/0149206319857144.

Grandey, A. A., Houston III, L., & Avery, D. R. (2018). Fake It to Make It? Emotional Labor Reduces the Racial Disparity in Service Performance Judgments. Journal of Management, 0149206318757019.

Houston*, L., Grandey, A. & Sawyer, K. (2018). Who cares if “service with a smile” is authentic?:  An expectancy-based model of customer race and perceptions of service interactions.  Organizational Behavior and Human Decision Processes, 144, 86-96.

Kern*, J., & Grandey, A. (2009). Workplace Incivility and Exhaustion: The Role of Racial Identity of Service Workers. Journal of Occupational Health Psychology, 14(1), 46-57.

Grandey, 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(3), p. 388-412.

Mattila, A., Grandey, A., & Fisk*, G. (2003).  The interplay of gender and affective tone on service encounter satisfaction.  Journal of Service Research, 6 (2), 136-143.

Grandey, A., Fisk,* G., Steiner, D. (2005). Must “service with a smile” be stressful? The moderating role of personal control for U.S. and French employees.  Journal of Applied Psychology, 90, 893-914.