ABSTRACT
The proposition that behavior in organizations is characterized by “bounded emotionality” has at least a couple of notable implications. The first implication, most obvious and many times overstated, is that organizations are settings that evoke and exhibit emotional thoughts and behavior in addition to more cognitive ones. Second, however, is the implication that our emotionality is bounded. Like the bounds on rationality in decision making posed by external conditions (like the availability of perfect information) and internal conditions (like human information processing capability), internal and external factors serve to bound human emotionality. The chapters in this section each consider how the emotional labor of employees is shaped by external factors such as the characteristics of the work they perform, and organizational expectations, as well as by internal factors such as personality.
