TY - CHAP
T1 - Emotion Management in Cross-Cultural Perspective
T2 - "Smile Training" in Japanese and North American Service Organizations
AU - Raz, Aviad E.
AU - Rafaeli, Anat
PY - 2007/5/21
Y1 - 2007/5/21
N2 - 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).
AB - 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).
UR - http://www.scopus.com/inward/record.url?scp=34248550045&partnerID=8YFLogxK
U2 - 10.1016/S1746-9791(07)03008-8
DO - 10.1016/S1746-9791(07)03008-8
M3 - Chapter
AN - SCOPUS:34248550045
SN - 0762314141
SN - 9780762314140
T3 - Research on Emotion in Organizations
SP - 199
EP - 220
BT - Functionality, Intentionality and Morality
A2 - Hartel, Charmine
A2 - Ashkanasy, Neal
A2 - Zerbe, Wilfred
ER -