ABSTRACT
Reflecting various trends – including stagnant real incomes, the advent of the gig economy, and the growth of the service sector – increasing numbers of people work multiple service jobs. Yet little research exists to detail how holding more than one service job might affect employee use of emotion in customer interactions, or other relevant behaviors. To address this gap, the research reported in this chapter proposes and tests a theoretical model of the antecedents of service employee use of naturally felt emotions (NFE) in their primary and secondary jobs. The results show that satisfaction with the primary (secondary) job predicts the use of NFE in the primary (secondary) job. Employee commitment to display rules and perceptions of the fairness of service emotion rules relates negatively to NFE in the primary and secondary jobs, respectively. Thus, dual service job holders who are (1) committed to employing prescribed display rules or who (2) perceive display requirements as unjust are less likely to deploy spontaneous, genuine emotions, suggesting relevant implications for service researchers and managers.
