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EMAC 2024 Annual


Coping with Self-Conscious Emotions in Toxic Service Encounters: A Service Frontline-Employee Perspective
(A2024-119484)

Published: May 28, 2024

AUTHORS

Ahmed Khalil Ben Ayed, Telfer School of Management; Marc-Alexandre Tomiuk, HEC-Montreal

ABSTRACT

This study delves into the mechanism through which negative emotions, incited during toxic service encounters, such as shame, embarrassment and anger induce service agents in maladaptive responses that debilitate their ability to engage in emotional labor (EL). Results show that service agents tend to engage in counterproductive coping efforts when they experience such emotions. On one hand, shame and anger induced emotion-focused coping which in turn impeded EL while embarrassment hindered service agents’ ability to cope. As a result, service agents struggled to maintain their role identity. Yet, shame was positively related to problem-focused coping which, in turn, fostered role maintenance even if this may be detrimental to wellbeing and lead to job strain, emotional exhaustion or even to burnout. Our findings challenge the widespread assumption that compelling service agents to maintain their role at any cost, as long as the service encounter lasts, would improve service delivery.