3Stephen Deery and Roderie Iverson. Work Relationship in Telephone Call Centers: Understanding Emotional Exhaustion and Employees Withdrawal [J]. Journal of Management Studies, 2002, 39 (6): 472-494.
4Lload C. Harris. The Emotional Labor of Barristers: an Exploration of Emotional Labor by Status Professionals[J].Journal of Studies, 2002, 39 (6): 553-581.
5Dieter Zapf. Emotion Work And Psychological Wellbeing [J]. Human Resource Management Review, 2002, (12): 237-268.
6Dieter Zapf, Seifert, C.. Emotion Work And Job Stress And Their Effects On Burnout [J]. Psychology and Health,2001,16 : 527-545.
7Ashforth, B. E. & Humphrey, R. H.. Emotion in The Workplace:a Reappraisal [J]. Human Resource, 1995,48:97-125.
8彭芳.护士情感劳动的管理研究[J].当代护理,2009,(6):110-112.
9Hochschild, Arlie Russell. Emotion Work, Feeling Rules and Social Structure[ J]. American Journal of Sociology, 1979, (3) :551 - 575.
10Morris JA, Feldman DC. The dimensions, antecedents, and consequences of emotional labor [J]. Acad Manage Rev, 1996, 21 (4): 966 - 1010.
