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This study explored whether emotional display rules are perceived by part‐time employees and their supervisors as formal job requirements. Results showed that display‐related behaviours were thought to be required activities (i.e. in‐role) by the majority of the sample, and that employees and supervisors generally agreed in this perception. Job‐based differences in interpersonal requirements predicted the extent to which employees and supervisors categorized display‐related behaviours as required, with more interpersonal requirements being associated with greater in‐role categorization. Job‐based differences in interpersonal requirements also predicted the level of agreement between employees and supervisors in categorizing display‐related behaviours as in‐role or extra‐role. Finally, job satisfaction and job involvement predicted the extent to which employees categorized emotional display behaviours as being required in their jobs, with more satisfied and more involved individuals rating emotional display behaviours as in‐role at a higher rate than less satisfied and less involved individuals.

This study examined the antecedents of commitment to emotional display rules for customer service employees in typical and incivility customer service interactions. Results showed that expectancy and valence were unique predictors of the commitment to display positive emotions to customers in typical customer interaction scenarios, whereas expectancy and motivational force (i.e., the product of expectancy and valence) were unique predictors of commitment in incivility interaction scenarios. Further, in both situations, agreeableness and reward structure were significant predictors of expectancy, valence, and motivational force and had indirect effects on display rule commitment. Finally, expectancy, valence, motivational force, and display rule commitment were lower in the incivility customer interaction condition compared to the typical interaction condition, suggesting that individuals had less motivation to display positive emotions when dealing with an uncivil customer.Emotional labor refers to the regulation of one's feelings and emotional displays as part of the work role (Grandey, 2000;Hochschild, 1983). Central to emotional labor theory is the idea that organizations specify emotional display rules that dictate which emotions are appropriate and how those emotions should be expressed to

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