Emotion regulation in the workplace: A new way to conceptualize emotional labor. The topic of emotions in the workplace is beginning to garner closer attention by researchers and theorists. The study of emotional labor addresses the stress of managing emotions when the work role demands that certain expressions be shown to customers.
Recent works by Gross (1998a, 1998b) propose a process model of emotion regulation that may be specifically useful for the emotional labor topic. In this input-output model, individuals receive stimula- tion from the situation and respond with emotions.
At the second intervention point, according to the process model by Gross (1998b), an individual could engage in response-focused emotion regulation, or response modulation.