In a forthcoming publication in Research in Personnel and Human Resources Management, Carlson School professors of Human Resources and Industrial Relations Michelle Duffy and Jason Shaw co-author "A Time-Based Perspective on Emotion Regulation in Emotional-Labor Performance." Their work explores an area of study that hasn't received significant research attention, namely, the processes underlying the appropriate display of emotions in business settings with focus on the implications these processes have for individuals and organizations. Shaw and Duffy present an understanding of how employees successfully regulate their emotional expressions at work through development of a time-based theory. The theory addresses the following themes: individuals must regulate their emotions when confronted with emotion-labor tasks and required-display rules; regulatory styles play a role in determining important employee-related outcomes; and these regulation processes have different consequences for employee outcomes in different time windows. This work provides key information to businesses to know how, when and why individuals use various emotional strategies, which is important as businesses continue to place greater focus on the growing service-sector of the labor force.
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