Abstract
Emotion regulation preference varies from person to person. However, the emotion regulation literature has mostly dichotomized preference to cognitive change and response modulation. The current investigation focused on development and validation of a comprehensive measure of workplace emotion regulation and examined the relationship between all emotion regulation strategies using a well-known taxonomy (Gross, 1998) and customer service performance. Preliminary evidence supports the validity of the new measure. The four groups identified in this analysis showed significant differences on customer service performance, suggesting that individual differences in regulation preference may be important to consider. Theoretical and practical implications of findings are discussed.
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