According to Hochschild’s (1983) characterization of emotionallabor, competent workers are expected to change their emotionswhile engaging in face-to-face or voice-to-voice interaction withcustomers, colleagues, and superiors at work. Regardless ofwhether they perceive such changes as genuine, employeesinvolved in emotional labor are required to follow display rules: i.e.,express the expected emotions, while also suppressing any otheremotions that might impede, or be viewed as impeding, their workperformance. These rules are affected by general social, occupa-tional and organizational norms (Grandey, 2000).