Display rules and emotional labor: The moderating role of commitment.

Gosserand, Robin H., & Diefendorff, James M.
Journal of Applied Psychology 90(6), 1256-1264.

The present study examined whether commitment to emotional display rules is a necessary condition for emotional display rules to impact behavior at work. Results using structural equation modeling revealed that display rule commitment moderated the relationships of emotional display rule perceptions with surface acting, deep acting, and positive affective delivery at work, such that the relationships were strong and positive when commitment to display rules was high, and weak when commitment to display rules was low. These findings suggest that motivation plays a role in the emotional labor process in that individuals must be committed to display rules for display rules to impact behavior.