Suppression of negative and expression of positive emotions: Divergent effects of emotional display rules in a hostile service interaction

Abstract

Cross-sectional studies have found that demands to express positive emotions have more desirable associations with service providers' well-being and service quality than demands to suppress negative emotions. Despite their potential importance, emotional labour research has not clarified the nature of these differences yet. The present experimental study aimed to investigate the causal effects of demands to suppress negative emotions, demands to express positive emotions, and their interaction in a simulated service interaction. In total, 101 participants were instructed to play the role of a service employee, who had to interact with a dissatisfied and uncivil customer. Participants were randomly given information that the organization expected them to (1) express genuinely felt emotions, (2) suppress negative emotions, (3) express positive emotions, or (4) suppress negative emotions and express positive emotions. Results confirmed that demands to suppress negative emotions decreased well-being, whereas demands to express positive emotions led to a better service quality. Moreover, service quality was only increased if demands to express positive emotions were not supplemented by demands to suppress negative emotions. These findings suggest that not only demands to express positive emotions can reduce the cost/benefit ratio of emotional labour, but also organizations should avoid imposing demands to suppress negative emotions.