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Maintaining norms about expressed emotions: the case of bill collectors.

A qualitative study of a bill-collection organization was undertaken to identify norms about the emotions that collectors are expected to convey to debtors and the means used by the organization to maintain such norms given that collectors' expressed emotions are simultaneously influenced by their i...

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Published in:Administrative Science Quarterly Vol. 36; pp. 245 - 269
Main Author: Sutton, Robert I.
Format: Article
Published: Administrative Science Quarterly June 1991
Subjects:
Emotions
Collecting of accounts
Employees
Human behavior
Social norms
Online Access:View this record in EBSCOhost