<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0123-5923</journal-id>
<journal-title><![CDATA[Estudios Gerenciales]]></journal-title>
<abbrev-journal-title><![CDATA[estud.gerenc.]]></abbrev-journal-title>
<issn>0123-5923</issn>
<publisher>
<publisher-name><![CDATA[Universidad Icesi]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0123-59232021000300472</article-id>
<article-id pub-id-type="doi">10.18046/j.estger.2021.160.4088</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Respuestas diferenciales ante las demandas emocionales del trabajo: una revisión de la literatura sobre características individuales y trabajo emocional]]></article-title>
<article-title xml:lang="en"><![CDATA[Differential responses to emotional job demands: A review of the literature on individual characteristics and emotional labor]]></article-title>
<article-title xml:lang="pt"><![CDATA[Respostas diferenciais às demandas emocionais do trabalho: uma revisão da literatura sobre as características individuais e o trabalho emocional]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Pujol-Cols]]></surname>
<given-names><![CDATA[Lucas]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Dabos]]></surname>
<given-names><![CDATA[Guillermo E.]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Católica del Maule Vicerrectoría de Investigación y Postgrado ]]></institution>
<addr-line><![CDATA[Curicó ]]></addr-line>
<country>Chile</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Nacional del Centro de la Provincia de Buenos Aires Facultad de Ciencias Económicas ]]></institution>
<addr-line><![CDATA[Tandil ]]></addr-line>
<country>Argentina</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>09</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>09</month>
<year>2021</year>
</pub-date>
<volume>37</volume>
<numero>160</numero>
<fpage>472</fpage>
<lpage>491</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0123-59232021000300472&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0123-59232021000300472&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0123-59232021000300472&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen Este artículo tuvo por objetivo describir cómo las características personales de los empleados moldean sus respuestas frente a las situaciones emocionalmente demandantes de su trabajo. Para ello, se realizó una revisión de artículos empíricos publicados en revistas científicas de alto impacto. Los resultados revelan que los rasgos de personalidad, las habilidades emocionales y los motivos del trabajo constituyen las principales características individuales examinadas en la literatura sobre trabajo emocional. Asimismo, indican que estas características individuales asumen un rol fundamental en el trabajo emocional al condicionar las percepciones que los empleados tienen de las reglas emocionales, sus estrategias de regulación emocional y los efectos de los procesos regulatorios sobre la expresión emocional, el bienestar y el desempeño. Clasificación JEL: M12.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract This article aimed to describe how the personal characteristics of employees shape their responses towards emotionally demanding situations at work. To this end, a systematic review of articles published in high-impact journals was conducted. The results reveal that personality traits, emotional skills, and work motives are the main individual characteristics that have been examined in the emotional labor literature. Moreover, the findings indicate that these individual characteristics play a fundamental role in the emotional labor process by affecting the perceptions of employees regarding emotional rules, the emotion-regulation strategies used by them, and the effects of regulatory processes on emotional display, well-being, and performance.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo Este artigo teve como objetivo descrever como as características pessoais dos funcionários adaptam suas respostas às situações emocionalmente exigentes no trabalho. Para tanto, foi realizada uma revisão de artigos empíricos publicados em periódicos científicos de alto impacto. Os resultados revelam que traços de personalidade, habilidades emocionais e motivos de trabalho constituem as principais características individuais examinadas na literatura sobre trabalho emocional. Da mesma forma, indicam que essas características individuais assumem um papel fundamental no processo de trabalho emocional ao condicionar as percepções que os funcionários têm das regras emocionais, suas estratégias de regulação emocional e os efeitos dos processos regulatórios na expressão emocional, o bem-estar e o desempenho.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[demandas emocionales]]></kwd>
<kwd lng="es"><![CDATA[trabajo emocional]]></kwd>
<kwd lng="es"><![CDATA[regulación emocional]]></kwd>
<kwd lng="es"><![CDATA[diferencias individuales]]></kwd>
<kwd lng="es"><![CDATA[características personales]]></kwd>
<kwd lng="en"><![CDATA[emotional demands]]></kwd>
<kwd lng="en"><![CDATA[emotional labor]]></kwd>
<kwd lng="en"><![CDATA[emotional regulation]]></kwd>
<kwd lng="en"><![CDATA[individual differences]]></kwd>
<kwd lng="en"><![CDATA[personal characteristics]]></kwd>
<kwd lng="pt"><![CDATA[demandas emocionais]]></kwd>
<kwd lng="pt"><![CDATA[trabalho emocional]]></kwd>
<kwd lng="pt"><![CDATA[regulação emocional]]></kwd>
<kwd lng="pt"><![CDATA[diferenças individuais]]></kwd>
<kwd lng="pt"><![CDATA[características pessoais]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Allen]]></surname>
<given-names><![CDATA[J. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Pugh]]></surname>
<given-names><![CDATA[S. D.]]></given-names>
</name>
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Groth]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship]]></article-title>
<source><![CDATA[Human Performance]]></source>
<year>2010</year>
<volume>23</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>101-15</page-range></nlm-citation>
</ref>
<ref id="B2">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ashforth]]></surname>
<given-names><![CDATA[B. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Humphrey]]></surname>
<given-names><![CDATA[R. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional labor in service roles: The influence of identity]]></article-title>
<source><![CDATA[Academy of Management Review]]></source>
<year>1993</year>
<volume>18</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>88-115</page-range></nlm-citation>
</ref>
<ref id="B3">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Austin]]></surname>
<given-names><![CDATA[E. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Dore]]></surname>
<given-names><![CDATA[T. C.]]></given-names>
</name>
<name>
<surname><![CDATA[O&#8217;Donovan]]></surname>
<given-names><![CDATA[K. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Associations of personality and emotional intelligence with display rule perceptions and emotional labour]]></article-title>
<source><![CDATA[Personality and Individual Differences]]></source>
<year>2008</year>
<volume>44</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>679-88</page-range></nlm-citation>
</ref>
<ref id="B4">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Aw]]></surname>
<given-names><![CDATA[S. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Ilies]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[De Pater]]></surname>
<given-names><![CDATA[I. E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Dispositional empathy, emotional display authenticity, and employee outcomes]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2020</year>
<volume>105</volume>
<numero>9</numero>
<issue>9</issue>
<page-range>1036-46</page-range></nlm-citation>
</ref>
<ref id="B5">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bakker]]></surname>
<given-names><![CDATA[A. B.]]></given-names>
</name>
<name>
<surname><![CDATA[Heuven]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional dissonance, burnout, and in-role performance among nurses and police officers]]></article-title>
<source><![CDATA[International Journal of Stress Management]]></source>
<year>2006</year>
<volume>13</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>423-40</page-range></nlm-citation>
</ref>
<ref id="B6">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bechtoldt]]></surname>
<given-names><![CDATA[M. N.]]></given-names>
</name>
<name>
<surname><![CDATA[Rohrmann]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[De Pater]]></surname>
<given-names><![CDATA[I. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Beersma]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2011</year>
<volume>96</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>1087-94</page-range></nlm-citation>
</ref>
<ref id="B7">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bandura]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The explanatory and predictive scope of self-efficacy theory]]></article-title>
<source><![CDATA[Journal of Social and Clinical Psychology]]></source>
<year>1986</year>
<volume>4</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>359-73</page-range></nlm-citation>
</ref>
<ref id="B8">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Barnes]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Guarana]]></surname>
<given-names><![CDATA[C. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Nauman]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Kong]]></surname>
<given-names><![CDATA[D. T.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Too tired to inspire or be inspired: Sleep deprivation and charismatic leadership]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2016</year>
<volume>101</volume>
<numero>8</numero>
<issue>8</issue>
<page-range>1191-9</page-range></nlm-citation>
</ref>
<ref id="B9">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Barrick]]></surname>
<given-names><![CDATA[M. R.]]></given-names>
</name>
<name>
<surname><![CDATA[Mount]]></surname>
<given-names><![CDATA[M. K.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Autonomy as a moderator of the relationships between the big five personality dimensions and job performance]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>1993</year>
<volume>78</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>111-8</page-range></nlm-citation>
</ref>
<ref id="B10">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Barrick]]></surname>
<given-names><![CDATA[M. R.]]></given-names>
</name>
<name>
<surname><![CDATA[Mount]]></surname>
<given-names><![CDATA[M. K.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Yes, personality matters: Moving on to more important matters]]></article-title>
<source><![CDATA[Human Performance]]></source>
<year>2005</year>
<volume>18</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>359-72</page-range></nlm-citation>
</ref>
<ref id="B11">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Beal]]></surname>
<given-names><![CDATA[D. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Trougakos]]></surname>
<given-names><![CDATA[J. P.]]></given-names>
</name>
<name>
<surname><![CDATA[Weiss]]></surname>
<given-names><![CDATA[H. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Green]]></surname>
<given-names><![CDATA[S. G.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Episodic processes in emotional labor: perceptions of affective delivery and regulation strategies]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2006</year>
<volume>91</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>1053-65</page-range></nlm-citation>
</ref>
<ref id="B12">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Bono]]></surname>
<given-names><![CDATA[J. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Vey]]></surname>
<given-names><![CDATA[M. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Toward understanding emotional management at work: A quantitative review of emotional labor research]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Hartel]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Ashkanasy]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
<name>
<surname><![CDATA[Zerbe]]></surname>
<given-names><![CDATA[W.]]></given-names>
</name>
</person-group>
<source><![CDATA[Emotions in organizational behavior]]></source>
<year>2006</year>
<page-range>224-44</page-range><publisher-loc><![CDATA[New York ]]></publisher-loc>
<publisher-name><![CDATA[Psychology Press]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B13">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Brackett]]></surname>
<given-names><![CDATA[M. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Salovey]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Measuring emotional intelligence with the mayer-salovery-caruso emotional intelligence test (MSCEIT)]]></article-title>
<source><![CDATA[Psicothema]]></source>
<year>2006</year>
<volume>18</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>34-41</page-range></nlm-citation>
</ref>
<ref id="B14">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Brotheridge]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional labor and burnout: Comparing two perspectives of &#8220;people work&#8221;]]></article-title>
<source><![CDATA[Journal of Vocational Behavior]]></source>
<year>2002</year>
<volume>60</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>17-39</page-range></nlm-citation>
</ref>
<ref id="B15">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Brotheridge]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Lee]]></surname>
<given-names><![CDATA[R. T.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Testing a conservation of resources model of the dynamics of emotional labor]]></article-title>
<source><![CDATA[Journal of Occupational Health Psychology]]></source>
<year>2002</year>
<volume>7</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>57-67</page-range></nlm-citation>
</ref>
<ref id="B16">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Brotheridge]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The role of emotional intelligence and other individual difference variables in predicting emotional labor relative to situational demands]]></article-title>
<source><![CDATA[Psicothema]]></source>
<year>2006</year>
<volume>18</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>139-44</page-range></nlm-citation>
</ref>
<ref id="B17">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Buckner]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Mahoney]]></surname>
<given-names><![CDATA[K. T.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Individual differences and emotional labor: An experiment on positive display rules]]></article-title>
<source><![CDATA[Personality and Individual Differences]]></source>
<year>2012</year>
<volume>53</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>251-6</page-range></nlm-citation>
</ref>
<ref id="B18">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Carver]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Scheier]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<source><![CDATA[On the self-regulation of behavior]]></source>
<year>1998</year>
<publisher-loc><![CDATA[New York ]]></publisher-loc>
<publisher-name><![CDATA[Cambridge University Press]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B19">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Castillo-Vergara]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Alvarez-Marin]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Placencio-Hidalgo]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A bibliometric analysis of creativity in the field of business economics]]></article-title>
<source><![CDATA[Journal of Business Research]]></source>
<year>2018</year>
<volume>85</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>1-9</page-range></nlm-citation>
</ref>
<ref id="B20">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chi]]></surname>
<given-names><![CDATA[N. W.]]></given-names>
</name>
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Diamond]]></surname>
<given-names><![CDATA[J. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Krimmel]]></surname>
<given-names><![CDATA[K. R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Want a tip? Service performance as a function of emotion regulation and extraversion]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2011</year>
<volume>96</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>1337-46</page-range></nlm-citation>
</ref>
<ref id="B21">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chi]]></surname>
<given-names><![CDATA[N. W.]]></given-names>
</name>
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional labor predicts service performance depending on activation and inhibition regulatory fit]]></article-title>
<source><![CDATA[Journal of Management]]></source>
<year>2019</year>
<volume>45</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>673-700</page-range></nlm-citation>
</ref>
<ref id="B22">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Coelho-Alves]]></surname>
<given-names><![CDATA[J. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Bendassolli]]></surname>
<given-names><![CDATA[P. F.]]></given-names>
</name>
<name>
<surname><![CDATA[Guedes Gondim]]></surname>
<given-names><![CDATA[S. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Trabalho emocional e burnout: um estudo com policiais militares]]></article-title>
<source><![CDATA[Avances en Psicología Latinoamericana]]></source>
<year>2017</year>
<volume>35</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>459-72</page-range></nlm-citation>
</ref>
<ref id="B23">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cote]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Morgan]]></surname>
<given-names><![CDATA[L. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit]]></article-title>
<source><![CDATA[Journal of Organizational Behavior]]></source>
<year>2002</year>
<volume>23</volume>
<numero>8</numero>
<issue>8</issue>
<page-range>947-62</page-range></nlm-citation>
</ref>
<ref id="B24">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cutuli]]></surname>
<given-names><![CDATA[R. D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Género y trabajo emocional: los fundamentos de la precariedad en el nivel inicial. Mar del Plata, Provincia de Buenos Aires]]></article-title>
<source><![CDATA[Trabajo y Sociedad]]></source>
<year>2017</year>
<volume>28</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>37-54</page-range></nlm-citation>
</ref>
<ref id="B25">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Da Silva-Vilelas]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Jorge-Diogo]]></surname>
<given-names><![CDATA[P. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[O trabalho emocional na práxis de enfermagem]]></article-title>
<source><![CDATA[Revista Gaúcha de Enfermagem]]></source>
<year>2014</year>
<volume>35</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>145-9</page-range></nlm-citation>
</ref>
<ref id="B26">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Dahling]]></surname>
<given-names><![CDATA[J. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Perez]]></surname>
<given-names><![CDATA[L. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Older worker, different actor? Linking age and emotional labor strategies]]></article-title>
<source><![CDATA[Personality and Individual Differences]]></source>
<year>2010</year>
<volume>48</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>574-8</page-range></nlm-citation>
</ref>
<ref id="B27">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Dahling]]></surname>
<given-names><![CDATA[J. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Johnson]]></surname>
<given-names><![CDATA[H. A. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Motivation, fit, confidence, and skills: How do individual differences influence emotional labor?]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Diefendorff]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Rupp]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<source><![CDATA[Emotional labor in the 21st century]]></source>
<year>2013</year>
<page-range>77-98</page-range><publisher-loc><![CDATA[New York ]]></publisher-loc>
<publisher-name><![CDATA[Routledge]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B28">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Davidson]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Poor]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The barriers facing artists&#8217; use of crowdfunding platforms: Personality, emotional labor, and going to the well one too many times]]></article-title>
<source><![CDATA[New Media &amp; Society]]></source>
<year>2014</year>
<volume>17</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>289-307</page-range></nlm-citation>
</ref>
<ref id="B29">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Deng]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Walter]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
<name>
<surname><![CDATA[Lam]]></surname>
<given-names><![CDATA[C. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Zhao]]></surname>
<given-names><![CDATA[H. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Spillover effects of emotional labor in customer service encounters toward coworker harming: A resource depletion perspective]]></article-title>
<source><![CDATA[Personnel Psychology]]></source>
<year>2017</year>
<volume>70</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>469-502</page-range></nlm-citation>
</ref>
<ref id="B30">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Diefendorff]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Richard]]></surname>
<given-names><![CDATA[E. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Antecedents and consequences of emotional display rule perceptions]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2003</year>
<volume>88</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>284-94</page-range></nlm-citation>
</ref>
<ref id="B31">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Diefendorff]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Gosserand]]></surname>
<given-names><![CDATA[R. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Understanding the emotional labor process: A control theory perspective]]></article-title>
<source><![CDATA[Journal of Organizational Behavior]]></source>
<year>2003</year>
<volume>24</volume>
<numero>8</numero>
<issue>8</issue>
<page-range>945-59</page-range></nlm-citation>
</ref>
<ref id="B32">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Diefendorff]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Croyle]]></surname>
<given-names><![CDATA[M. H.]]></given-names>
</name>
<name>
<surname><![CDATA[Gosserand]]></surname>
<given-names><![CDATA[R. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The dimensionality and antecedents of emotional labor strategies]]></article-title>
<source><![CDATA[Journal of Vocational Behavior]]></source>
<year>2005</year>
<volume>66</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>339-57</page-range></nlm-citation>
</ref>
<ref id="B33">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Diefendorff]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Croyle]]></surname>
<given-names><![CDATA[M. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Antecedents of emotional display rule commitment]]></article-title>
<source><![CDATA[Human Performance]]></source>
<year>2008</year>
<volume>21</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>310-32</page-range></nlm-citation>
</ref>
<ref id="B34">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Diestel]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Rivkin]]></surname>
<given-names><![CDATA[W.]]></given-names>
</name>
<name>
<surname><![CDATA[Schmidt]]></surname>
<given-names><![CDATA[K. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Sleep quality and self-control capacity as protective resources in the daily emotional labor process: Results from two diary studies]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2015</year>
<volume>100</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>809-27</page-range></nlm-citation>
</ref>
<ref id="B35">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Donoso]]></surname>
<given-names><![CDATA[L. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Demerouti]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Garrosa-Hernández]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Moreno- Jiménez]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
<name>
<surname><![CDATA[Carmona-Cobo]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Beneficios positivos de cuidar en la motivación y el bienestar del personal de enfermería: un estudio de diario sobre el papel de las habilidades de regulación emocional en el trabajo]]></article-title>
<source><![CDATA[Archivos de Prevención de Riesgos Laborales]]></source>
<year>2015</year>
<volume>18</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>100-2</page-range></nlm-citation>
</ref>
<ref id="B36">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Eschleman]]></surname>
<given-names><![CDATA[K. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Mast]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Coppler]]></surname>
<given-names><![CDATA[Q.]]></given-names>
</name>
<name>
<surname><![CDATA[Nelson]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Organizational factors related to attracting job seekers higher in hardiness]]></article-title>
<source><![CDATA[International Journal of Selection and Assessment]]></source>
<year>2019</year>
<volume>27</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>169-79</page-range></nlm-citation>
</ref>
<ref id="B37">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Farh]]></surname>
<given-names><![CDATA[C. I.]]></given-names>
</name>
<name>
<surname><![CDATA[Seo]]></surname>
<given-names><![CDATA[M. G.]]></given-names>
</name>
<name>
<surname><![CDATA[Tesluk]]></surname>
<given-names><![CDATA[P. E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional intelligence, teamwork effectiveness, and job performance: The moderating role of job context]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2012</year>
<volume>97</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>890-900</page-range></nlm-citation>
</ref>
<ref id="B38">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Gabriel]]></surname>
<given-names><![CDATA[A. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Daniels]]></surname>
<given-names><![CDATA[M. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Diefendorff]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Greguras]]></surname>
<given-names><![CDATA[G. J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional labor actors: A latent profile analysis of emotional labor strategies]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2015</year>
<volume>100</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>863-79</page-range></nlm-citation>
</ref>
<ref id="B39">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Goldberg]]></surname>
<given-names><![CDATA[L. R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[An alternative "description of personality": The big-five factor structure]]></article-title>
<source><![CDATA[Journal of Personality and Social Psychology]]></source>
<year>1990</year>
<volume>59</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>1216-29</page-range></nlm-citation>
</ref>
<ref id="B40">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[González-Torres]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
<name>
<surname><![CDATA[Rodríguez-Sánchez]]></surname>
<given-names><![CDATA[J. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Montero-Navarro]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Gallego-Losada]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Visualizing research on industrial clusters and global value chains: A bibliometric analysis]]></article-title>
<source><![CDATA[Frontiers in Psychology]]></source>
<year>2020</year>
<month>a</month>
<volume>11</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>1754-67</page-range></nlm-citation>
</ref>
<ref id="B41">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[González-Torres]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
<name>
<surname><![CDATA[Rodríguez-Sánchez]]></surname>
<given-names><![CDATA[J. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Pelechano-Barahona]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[García-Muiña]]></surname>
<given-names><![CDATA[F. E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A systematic review of research on sustainability in mergers and acquisitions]]></article-title>
<source><![CDATA[Sustainability]]></source>
<year>2020</year>
<month>b</month>
<volume>12</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>513-30</page-range></nlm-citation>
</ref>
<ref id="B42">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Gracia]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Ramos]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Moliner]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[El trabajo emocional desde una perspectiva clarificadora tras treinta años de investigación]]></article-title>
<source><![CDATA[Universitas Psychologica]]></source>
<year>2014</year>
<volume>13</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>1517-29</page-range></nlm-citation>
</ref>
<ref id="B43">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional regulation in the workplace: A new way to conceptualize emotional labor]]></article-title>
<source><![CDATA[Journal of Occupational Health Psychology]]></source>
<year>2000</year>
<volume>5</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>95-110</page-range></nlm-citation>
</ref>
<ref id="B44">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[When &#8220;the show must go on&#8221;: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery]]></article-title>
<source><![CDATA[Academy of Management Journal]]></source>
<year>2003</year>
<volume>46</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>86-96</page-range></nlm-citation>
</ref>
<ref id="B45">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Dickter]]></surname>
<given-names><![CDATA[D. N.]]></given-names>
</name>
<name>
<surname><![CDATA[Sin]]></surname>
<given-names><![CDATA[H. P.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The customer is not always right: Customer aggression and emotion regulation of service employees]]></article-title>
<source><![CDATA[Journal of Organizational Behavior]]></source>
<year>2004</year>
<volume>25</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>397-418</page-range></nlm-citation>
</ref>
<ref id="B46">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Diefendorff]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Bringing emotional labor into focus: A review and integration of three research lenses]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Diefendorff]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Rupp]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<source><![CDATA[Emotional labor in the 21st century]]></source>
<year>2013</year>
<page-range>23-48</page-range><publisher-loc><![CDATA[New York ]]></publisher-loc>
<publisher-name><![CDATA[Routledge]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B47">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Chi]]></surname>
<given-names><![CDATA[N. W.]]></given-names>
</name>
<name>
<surname><![CDATA[Diamond]]></surname>
<given-names><![CDATA[J. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Show me the money! Do financial rewards for performance enhance or undermine the satisfaction from emotional labor?]]></article-title>
<source><![CDATA[Personnel Psychology]]></source>
<year>2013</year>
<volume>66</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>569-612</page-range></nlm-citation>
</ref>
<ref id="B48">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Gabriel]]></surname>
<given-names><![CDATA[A. S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional labor at a crossroads: Where do we go from here?]]></article-title>
<source><![CDATA[Annual Review in Organizational Psychology and Organizational Behavior]]></source>
<year>2015</year>
<volume>2</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>323-49</page-range></nlm-citation>
</ref>
<ref id="B49">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Melloy]]></surname>
<given-names><![CDATA[R. C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The state of the heart: Emotional labor as emotion regulation reviewed and revised]]></article-title>
<source><![CDATA[Journal of Occupational Health Psychology]]></source>
<year>2017</year>
<volume>22</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>407-22</page-range></nlm-citation>
</ref>
<ref id="B50">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Grillo-Rodrigues]]></surname>
<given-names><![CDATA[A. P.]]></given-names>
</name>
<name>
<surname><![CDATA[Guedes-Gondim]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Expressao e regulacao emocional no contexto de trabalho: um estudo com servidores publicos]]></article-title>
<source><![CDATA[Revista de Administracao Mackenzie]]></source>
<year>2014</year>
<volume>15</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>38-66</page-range></nlm-citation>
</ref>
<ref id="B51">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hideg]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
<name>
<surname><![CDATA[van Kleef]]></surname>
<given-names><![CDATA[G. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[When expressions of fake emotions elicit negative reactions: The role of observers' dialectical thinking]]></article-title>
<source><![CDATA[Journal of Organizational Behavior]]></source>
<year>2017</year>
<volume>38</volume>
<numero>8</numero>
<issue>8</issue>
<page-range>1196-212</page-range></nlm-citation>
</ref>
<ref id="B52">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hobfoll]]></surname>
<given-names><![CDATA[S. E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Conservation of resources: A new attempt at conceptualizing stress]]></article-title>
<source><![CDATA[American Psychologist]]></source>
<year>1989</year>
<volume>44</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>513-24</page-range></nlm-citation>
</ref>
<ref id="B53">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hochschild]]></surname>
<given-names><![CDATA[A. R.]]></given-names>
</name>
</person-group>
<source><![CDATA[The managed heart]]></source>
<year>1983</year>
<publisher-loc><![CDATA[Berkley, CA ]]></publisher-loc>
<publisher-name><![CDATA[University of California Press]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B54">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Huang]]></surname>
<given-names><![CDATA[J. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Chiaburu]]></surname>
<given-names><![CDATA[D. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Zhang]]></surname>
<given-names><![CDATA[X. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Li]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Rising to the challenge: Deep acting is more beneficial when tasks are appraised as challenging]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2015</year>
<volume>100</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>1398-408</page-range></nlm-citation>
</ref>
<ref id="B55">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Humphrey]]></surname>
<given-names><![CDATA[R. H.]]></given-names>
</name>
<name>
<surname><![CDATA[Ashforth]]></surname>
<given-names><![CDATA[B. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Diefendorff]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The bright side of emotional labor]]></article-title>
<source><![CDATA[Journal of Organizational Behavior]]></source>
<year>2015</year>
<volume>36</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>749-69</page-range></nlm-citation>
</ref>
<ref id="B56">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Isenbarger]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Zembylas]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The emotional labour of caring in teaching]]></article-title>
<source><![CDATA[Teaching and Teacher Education]]></source>
<year>2006</year>
<volume>22</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>120-34</page-range></nlm-citation>
</ref>
<ref id="B57">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Joseph]]></surname>
<given-names><![CDATA[D. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Newman]]></surname>
<given-names><![CDATA[D. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional intelligence: an integrative meta-analysis and cascading model]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2010</year>
<volume>95</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>54-78</page-range></nlm-citation>
</ref>
<ref id="B58">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Judge]]></surname>
<given-names><![CDATA[T. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Woolf]]></surname>
<given-names><![CDATA[E. F.]]></given-names>
</name>
<name>
<surname><![CDATA[Hurst]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study]]></article-title>
<source><![CDATA[Personnel Psychology]]></source>
<year>2009</year>
<volume>62</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>57-88</page-range></nlm-citation>
</ref>
<ref id="B59">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kammeyer-Mueller]]></surname>
<given-names><![CDATA[J. D.]]></given-names>
</name>
<name>
<surname><![CDATA[Rubenstein]]></surname>
<given-names><![CDATA[A. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Long]]></surname>
<given-names><![CDATA[D. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Odio]]></surname>
<given-names><![CDATA[M. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Buckman]]></surname>
<given-names><![CDATA[B. R.]]></given-names>
</name>
<name>
<surname><![CDATA[Zhang]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Halvorsen-Ganepola]]></surname>
<given-names><![CDATA[M. D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A meta-analytic structural model of dispositonal affectivity and emotional labor]]></article-title>
<source><![CDATA[Personnel Psychology]]></source>
<year>2013</year>
<volume>66</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>47-90</page-range></nlm-citation>
</ref>
<ref id="B60">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kenworthy]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Fay]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Frame]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Petree]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A meta-analytic review of the relationship between emotional dissonance and emotional exhaustion]]></article-title>
<source><![CDATA[Journal of Applied Social Psychology]]></source>
<year>2014</year>
<volume>44</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>94-105</page-range></nlm-citation>
</ref>
<ref id="B61">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kiffin-Petersen]]></surname>
<given-names><![CDATA[S. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Jordan]]></surname>
<given-names><![CDATA[C. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Soutar]]></surname>
<given-names><![CDATA[G. N.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The big five, emotional exhaustion and citizenship behaviors in service settings: The mediating role of emotional labor]]></article-title>
<source><![CDATA[Personality and Individual Differences]]></source>
<year>2011</year>
<volume>50</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>43-8</page-range></nlm-citation>
</ref>
<ref id="B62">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kim]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Yoon]]></surname>
<given-names><![CDATA[D. J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Why does service with a smile make employees happy? A social interaction model]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2012</year>
<volume>97</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>1059-67</page-range></nlm-citation>
</ref>
<ref id="B63">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Lipsey]]></surname>
<given-names><![CDATA[M. W.]]></given-names>
</name>
<name>
<surname><![CDATA[Wilson]]></surname>
<given-names><![CDATA[D. B.]]></given-names>
</name>
</person-group>
<source><![CDATA[Practical meta-analysis]]></source>
<year>2001</year>
<publisher-loc><![CDATA[Thousand Oaks, CA ]]></publisher-loc>
<publisher-name><![CDATA[Sage]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B64">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[López-Posada]]></surname>
<given-names><![CDATA[L. M.]]></given-names>
</name>
<name>
<surname><![CDATA[González-Rubio]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Blandón-López]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Trabajo emocional: conceptos y características. Revisión de literatura]]></article-title>
<source><![CDATA[Civilizar: Ciencias Sociales y Humanas]]></source>
<year>2018</year>
<volume>18</volume>
<numero>35</numero>
<issue>35</issue>
<page-range>103-14</page-range></nlm-citation>
</ref>
<ref id="B65">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Maneotis]]></surname>
<given-names><![CDATA[S. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Grandey]]></surname>
<given-names><![CDATA[A. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Krauss]]></surname>
<given-names><![CDATA[A. D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Understanding the &#8220;why&#8221; as well as the &#8220;how&#8221;: Service performance is a function of prosocial motives and emotional labor]]></article-title>
<source><![CDATA[Human Performance]]></source>
<year>2014</year>
<volume>27</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>80-97</page-range></nlm-citation>
</ref>
<ref id="B66">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Martínez-Jaime]]></surname>
<given-names><![CDATA[M. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Albores-Gallo]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Márquez-Caraveo]]></surname>
<given-names><![CDATA[M. E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[La integridad mental del personal clínico de un hospital psiquiátrico, asociada a una alta exigencia emocional ya la organización nociva del trabajo]]></article-title>
<source><![CDATA[Salud Mental]]></source>
<year>2012</year>
<volume>35</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>297-304</page-range></nlm-citation>
</ref>
<ref id="B67">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Mayer]]></surname>
<given-names><![CDATA[J. D.]]></given-names>
</name>
<name>
<surname><![CDATA[Salovey]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[What is emotional intelligence?]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Salovey]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Sluyter]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<source><![CDATA[Emotional development and emotional intelligence: Implications for educators]]></source>
<year>1997</year>
<page-range>3-34</page-range><publisher-loc><![CDATA[New York, NY ]]></publisher-loc>
<publisher-name><![CDATA[Basic Books]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B68">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[McCrae]]></surname>
<given-names><![CDATA[R. R.]]></given-names>
</name>
<name>
<surname><![CDATA[John]]></surname>
<given-names><![CDATA[O. P.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[An introduction to the five-factor model and its applications]]></article-title>
<source><![CDATA[Journal of Personality]]></source>
<year>1992</year>
<volume>60</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>175-215</page-range></nlm-citation>
</ref>
<ref id="B69">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Miao]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Humphrey]]></surname>
<given-names><![CDATA[R. H.]]></given-names>
</name>
<name>
<surname><![CDATA[Qian]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Are the emotionally intelligent good citizens or counterproductive? A meta-analysis of emotional intelligence and its relationships with organizational citizenship behavior and counterproductive work behavior]]></article-title>
<source><![CDATA[Personality and Individual Differences]]></source>
<year>2017</year>
<volume>116</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>144-56</page-range></nlm-citation>
</ref>
<ref id="B70">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Moher]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Liberati]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Tetzlaff]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Altman]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Preferred reporting items for systematic reviews and meta-analyses: The PRISMA statement]]></article-title>
<source><![CDATA[PLoS Medicine]]></source>
<year>2009</year>
<volume>6</volume>
<numero>6</numero>
<issue>6</issue>
</nlm-citation>
</ref>
<ref id="B71">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Moreno-Jiménez]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
<name>
<surname><![CDATA[Gálvez-Herrer]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Rodríguez-Carvajal]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Garrosa-Hernández]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emociones y salud en el trabajo: análisis del constructo trabajo emocional y propuesta de evaluación]]></article-title>
<source><![CDATA[Revista Latinoamericana de Psicología]]></source>
<year>2010</year>
<volume>42</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>63-73</page-range></nlm-citation>
</ref>
<ref id="B72">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Moroni]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Dabos]]></surname>
<given-names><![CDATA[G. E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Comportamientos abusivos de baja intensidad en las organizaciones: una revisión de la literatura y de sus implicancias]]></article-title>
<source><![CDATA[Estudios Gerenciales]]></source>
<year>2014</year>
<volume>30</volume>
<numero>133</numero>
<issue>133</issue>
<page-range>384-96</page-range></nlm-citation>
</ref>
<ref id="B73">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Morris]]></surname>
<given-names><![CDATA[J. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Feldman]]></surname>
<given-names><![CDATA[D. C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The dimensions, antecedents, and consequences of emotional labor]]></article-title>
<source><![CDATA[Academy of Management Review]]></source>
<year>1996</year>
<volume>21</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>986-1010</page-range></nlm-citation>
</ref>
<ref id="B74">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Moskowitz]]></surname>
<given-names><![CDATA[D. S.]]></given-names>
</name>
<name>
<surname><![CDATA[Coté]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Do interpersonal traits predict affect? A comparison of three models]]></article-title>
<source><![CDATA[Journal of Personality and Social Psychology]]></source>
<year>1995</year>
<volume>69</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>915-24</page-range></nlm-citation>
</ref>
<ref id="B75">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Nguyen]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Groth]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Johnson]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[When the going gets tough, the tough keep working: Impact of emotional labor on absenteeism]]></article-title>
<source><![CDATA[Journal of Management]]></source>
<year>2013</year>
<volume>42</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>615-43</page-range></nlm-citation>
</ref>
<ref id="B76">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Nguyen]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
<name>
<surname><![CDATA[Stinglhamber]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotional labor and core self-evaluations as mediators between organizational dehumanization and job satisfaction]]></article-title>
<source><![CDATA[Current Psychology]]></source>
<year>2021</year>
<volume>40</volume>
<page-range>831-9</page-range></nlm-citation>
</ref>
<ref id="B77">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ozcelik]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[An empirical analysis of surface acting in intra-organizational relationships]]></article-title>
<source><![CDATA[Journal of Organizational Behavior]]></source>
<year>2013</year>
<volume>34</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>291-309</page-range></nlm-citation>
</ref>
<ref id="B78">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pugh]]></surname>
<given-names><![CDATA[S. D.]]></given-names>
</name>
<name>
<surname><![CDATA[Groth]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Hennig-Thurau]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being]]></article-title>
<source><![CDATA[Journal of Applied Psychology]]></source>
<year>2011</year>
<volume>96</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>377-90</page-range></nlm-citation>
</ref>
<ref id="B79">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pujol-Cols]]></surname>
<given-names><![CDATA[L. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Dabos]]></surname>
<given-names><![CDATA[G. E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Satisfacción laboral: una revisión de la literatura acerca de sus principales determinantes]]></article-title>
<source><![CDATA[Estudios Gerenciales]]></source>
<year>2018</year>
<volume>34</volume>
<numero>146</numero>
<issue>146</issue>
<page-range>3-18</page-range></nlm-citation>
</ref>
<ref id="B80">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pujol-Cols]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Lazzaro-Salazar]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Psychosocial risks and job satisfaction in Argentinian scholars: Exploring the moderating role of work engagement]]></article-title>
<source><![CDATA[Journal of Work and Organizational Psychology]]></source>
<year>2018</year>
<volume>34</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>145-56</page-range></nlm-citation>
</ref>
<ref id="B81">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pujol-Cols]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
<name>
<surname><![CDATA[Lazzaro-Salazar]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Psychological demands and health: An examination of the role of core self-evaluations in the stress-coping process]]></article-title>
<source><![CDATA[Psychological Studies. Advance online publication]]></source>
<year>2020</year>
</nlm-citation>
</ref>
<ref id="B82">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Rafaeli]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Sutton]]></surname>
<given-names><![CDATA[R. I.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Expression of emotion as part of the work role]]></article-title>
<source><![CDATA[Academy of Management Review]]></source>
<year>1987</year>
<volume>12</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>23-37</page-range></nlm-citation>
</ref>
<ref id="B83">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Raman]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Sambasivan]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Kumar]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Counterproductive work behavior among frontline government employees: Role of personality, emotional intelligence, affectivity, emotional labor, and emotional exhaustion]]></article-title>
<source><![CDATA[Journal of Work and Organizational Psychology]]></source>
<year>2016</year>
<volume>32</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>25-37</page-range></nlm-citation>
</ref>
<ref id="B84">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ramírez-Velázquez]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Guerra-Rodríguez]]></surname>
<given-names><![CDATA[L. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Ramis-Palmer]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Trabajo emocional y satisfacción con el empleo en hoteles de sol y playa]]></article-title>
<source><![CDATA[Retos de la Dirección]]></source>
<year>2016</year>
<volume>10</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>94-113</page-range></nlm-citation>
</ref>
<ref id="B85">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ramos-Guajardo]]></surname>
<given-names><![CDATA[S. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Ceballos-Vásquez]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Enfermeras, ¿perciben el trabajo emocional?]]></article-title>
<source><![CDATA[Salud Uninorte]]></source>
<year>2018</year>
<volume>34</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>518-27</page-range></nlm-citation>
</ref>
<ref id="B86">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Randolph]]></surname>
<given-names><![CDATA[K. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Dahling]]></surname>
<given-names><![CDATA[J. J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Interactive effects of proactive personality and display rules on emotional labor in organizations]]></article-title>
<source><![CDATA[Journal of Applied Social Psychology]]></source>
<year>2013</year>
<volume>43</volume>
<numero>12</numero>
<issue>12</issue>
<page-range>2350-9</page-range></nlm-citation>
</ref>
<ref id="B87">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Rohrmann]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Bechtoldt]]></surname>
<given-names><![CDATA[M. N.]]></given-names>
</name>
<name>
<surname><![CDATA[Hopp]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Hodapp]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Zapf]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Psychophysiological effects of emotional display rules and the moderating role of trait anger in a simulated call center]]></article-title>
<source><![CDATA[Anxiety, Stress &amp; Coping]]></source>
<year>2011</year>
<volume>24</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>421-38</page-range></nlm-citation>
</ref>
<ref id="B88">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Santovenia-Díaz]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Pérez-Subirats]]></surname>
<given-names><![CDATA[J. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Cañedo-Andalia]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[EBSCO: un recurso de excelencia para investigadores y docentes]]></article-title>
<source><![CDATA[ACIMED]]></source>
<year>2007</year>
<volume>16</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>1-5</page-range></nlm-citation>
</ref>
<ref id="B89">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Schaubroeck]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Jones]]></surname>
<given-names><![CDATA[J. R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms]]></article-title>
<source><![CDATA[Journal of Organizational Behavior]]></source>
<year>2000</year>
<volume>21</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>163-83</page-range></nlm-citation>
</ref>
<ref id="B90">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Schmidt]]></surname>
<given-names><![CDATA[K. H.]]></given-names>
</name>
<name>
<surname><![CDATA[Diestel]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Are emotional labour strategies by nurses associated with psychological costs? A cross-sectional survey]]></article-title>
<source><![CDATA[International Journal of Nursing Studies]]></source>
<year>2014</year>
<volume>51</volume>
<numero>11</numero>
<issue>11</issue>
<page-range>1450-61</page-range></nlm-citation>
</ref>
<ref id="B91">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Scott]]></surname>
<given-names><![CDATA[B. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Barnes]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Wagner]]></surname>
<given-names><![CDATA[D. T.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Chameleonic or consistent? A multilevel investigation of emotional labor variability and self-monitoring]]></article-title>
<source><![CDATA[Academy of Management Journal]]></source>
<year>2012</year>
<volume>55</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>905-26</page-range></nlm-citation>
</ref>
<ref id="B92">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Tan]]></surname>
<given-names><![CDATA[H. H.]]></given-names>
</name>
<name>
<surname><![CDATA[Foo]]></surname>
<given-names><![CDATA[M. D.]]></given-names>
</name>
<name>
<surname><![CDATA[Chong]]></surname>
<given-names><![CDATA[C. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Ng]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Situational and dispositional predictors of displays of positive emotions]]></article-title>
<source><![CDATA[Journal of Organizational Behavior]]></source>
<year>2003</year>
<volume>24</volume>
<numero>8</numero>
<issue>8</issue>
<page-range>961-78</page-range></nlm-citation>
</ref>
<ref id="B93">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Teixeira-Hirschle]]></surname>
<given-names><![CDATA[A. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Guedes-Gondim]]></surname>
<given-names><![CDATA[S. M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Workplace emotion regulation measure (RE-Trab): Structure and validity evidence]]></article-title>
<source><![CDATA[Psico-USF]]></source>
<year>2019</year>
<volume>24</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>41-54</page-range></nlm-citation>
</ref>
<ref id="B94">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Treadway]]></surname>
<given-names><![CDATA[D. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Hochwarter]]></surname>
<given-names><![CDATA[W. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Kacmar]]></surname>
<given-names><![CDATA[C. J.]]></given-names>
</name>
<name>
<surname><![CDATA[Ferris]]></surname>
<given-names><![CDATA[G. R.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Political will, political skill, and political behavior]]></article-title>
<source><![CDATA[Journal of Organizational Behavior]]></source>
<year>2005</year>
<volume>26</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>229-45</page-range></nlm-citation>
</ref>
<ref id="B95">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Vara-Horna]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<source><![CDATA[Desde la idea hasta la sustentación: siete pasos para una tesis exitosa. Un método efectivo para las ciencias empresariales]]></source>
<year>2012</year>
<publisher-loc><![CDATA[Lima ]]></publisher-loc>
<publisher-name><![CDATA[Universidad de San Martín de Porres]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B96">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Vohs]]></surname>
<given-names><![CDATA[K. D.]]></given-names>
</name>
<name>
<surname><![CDATA[Baumeister]]></surname>
<given-names><![CDATA[R. F.]]></given-names>
</name>
<name>
<surname><![CDATA[Ciarocco]]></surname>
<given-names><![CDATA[N. J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Self-regulation and self-presentation: Regulatory resource depletion impairs impression management and effortful self-presentation depletes regulatory resources]]></article-title>
<source><![CDATA[Journal of Personality and Social Psychology]]></source>
<year>2005</year>
<volume>88</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>632-57</page-range></nlm-citation>
</ref>
<ref id="B97">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Wagner]]></surname>
<given-names><![CDATA[D. T.]]></given-names>
</name>
<name>
<surname><![CDATA[Barnes]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Scott]]></surname>
<given-names><![CDATA[B. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Driving it home: How workplace emotional labor harms employee home life]]></article-title>
<source><![CDATA[Personnel Psychology]]></source>
<year>2014</year>
<volume>67</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>487-516</page-range></nlm-citation>
</ref>
<ref id="B98">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Watson]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Clark]]></surname>
<given-names><![CDATA[L. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Tellegen]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Development and validation of brief measures of positive and negative affect: The PANAS scales]]></article-title>
<source><![CDATA[Journal of Personality and Social Psychology]]></source>
<year>1988</year>
<volume>54</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>1063-70</page-range></nlm-citation>
</ref>
<ref id="B99">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Wharton]]></surname>
<given-names><![CDATA[A. S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The affective consequences of service work: Managing emotions on the job]]></article-title>
<source><![CDATA[Work and Occupations]]></source>
<year>1993</year>
<volume>20</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>205-32</page-range></nlm-citation>
</ref>
<ref id="B100">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Wharton]]></surname>
<given-names><![CDATA[A. S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The sociology of emotional labor]]></article-title>
<source><![CDATA[Annual Review of Sociology]]></source>
<year>2009</year>
<volume>35</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>147-65</page-range></nlm-citation>
</ref>
<ref id="B101">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Wrzesniewski]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[McCauley]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Rozin]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Schwartz]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Jobs, careers, and callings: People's relations to their work]]></article-title>
<source><![CDATA[Journal of Research in Personality]]></source>
<year>1997</year>
<volume>31</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>21-33</page-range></nlm-citation>
</ref>
<ref id="B102">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Wu]]></surname>
<given-names><![CDATA[T. Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Hu]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Abusive supervision and subordinate emotional labor: The moderating role of openness personality]]></article-title>
<source><![CDATA[Journal of Applied Social Psychology]]></source>
<year>2013</year>
<volume>43</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>956-70</page-range></nlm-citation>
</ref>
<ref id="B103">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Yagil]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Medler-Liraz]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Personally committed to emotional labor: Surface acting, emotional exhaustion and performance among service employees with a strong need to belong]]></article-title>
<source><![CDATA[Journal of Occupational Health Psychology]]></source>
<year>2017</year>
<volume>22</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>481-91</page-range></nlm-citation>
</ref>
<ref id="B104">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zapf]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Vogt]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Seifert]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Mertini]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Isic]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Emotion work as a source of stress: The concept and development of an instrument]]></article-title>
<source><![CDATA[European Journal of Work and Organizational Psychology]]></source>
<year>1999</year>
<volume>8</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>371-400</page-range></nlm-citation>
</ref>
<ref id="B105">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zou]]></surname>
<given-names><![CDATA[W. C.]]></given-names>
</name>
<name>
<surname><![CDATA[Dahling]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Workplace spirituality buffers the effects of emotional labour on employee well-being]]></article-title>
<source><![CDATA[European Journal of Work and Organizational Psychology]]></source>
<year>2017</year>
<volume>26</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>768-77</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
