Emotion Management in Cross-Cultural Perspective: "Smile Training" in Japanese and North American Service Organizations

Aviad E. Raz, Anat Rafaeli

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review

9 Scopus citations

Abstract

This paper offers a cross-cultural examination of emotion management in two service organizations: a Japanese specialty shop and a chain of grocery stores in the US. Building on an overview of service culture in the US and its domestication in Japan, we provide an analysis of the two organizational case studies, focusing on their common initiation of a "behavior campaign," its normative character, perceptions, and repercussions. The paper concludes by focusing on the comparative aspect of the analysis, locating the organizational management of emotions in the context of national culture, and focusing on the organizational use of broader emotional blueprints of socialization related to collectivism and individualism, such as "shame" (in Japanese culture) and "guilt" (in North American culture).

Original languageEnglish
Title of host publicationFunctionality, Intentionality and Morality
EditorsCharmine Hartel, Neal Ashkanasy, Wilfred Zerbe
Chapter8
Pages199-220
Number of pages22
DOIs
StatePublished - 21 May 2007

Publication series

NameResearch on Emotion in Organizations
Volume3
ISSN (Print)1746-9791

ASJC Scopus subject areas

  • Organizational Behavior and Human Resource Management

Fingerprint

Dive into the research topics of 'Emotion Management in Cross-Cultural Perspective: "Smile Training" in Japanese and North American Service Organizations'. Together they form a unique fingerprint.

Cite this