dinamica social libro

Notas 281
121. R. I. Levy, Tahitians: Mind and Experience in the Society Islands
(Chicago: University of Chicago Press, 1973).
122. B. Mesquita y N. H. Frijda, “Cultural Variations in Emotions: A
Review”, Psychological Bulletin, septiembre de 1992, pp. 179-204;
y B. Mesquita, “Emotions in Collectivist and Individualist
Contexts”, Journal of Personality and Social Psychology, enero de
2001, pp. 68-74.
123. D. Matsumoto, “Cross-Cultural Psychology in the 21 st Century”,
(http://teachpsych.lemoyne.edu/teachpsych/faces/script/Ch
05.htm).
124. S. Nelton, “Emotions in the Workplace”, Nation’s Business,
febrero de 1996, p. 25.
125. H. Liao y A. Chuang, “A Multilevel Investigation of Factors
Influencing Employee Service Performance and Customer
Outcomes”, Academy of Management Journal 47, no. 1 (2004), pp.
41-58.
126. D. J. Beal, J. P. Trougakos, H. M. Weis, y S. G. Green, “Episodic
Processes in Emotional Labor: Perceptions of Affective
Delivery and Regulations Strategies”, Journal of Applied
Psychology 91, no. 5 (2006), pp. 1057-1065.
127. Starbucks.com, 16 de mayo de 2005, www.starbucks.com.
128. D. Zapf y M. Holz, “On the Positive and Negative Effects of
Emotion Work in Organizations”, European Journal of Work and
Organizational Psychology 15, no. 1 (2006), pp. 1-28.
129. D. Zapf, “Emotion Work and Psychological Well-Being: A
Review of the Literature and Some Conceptual Conside -
rations”, Human Resource Management Review 12, no. 2 (2002),
pp. 237-268.
130. J. E. Bono y M. A. Vey, “Toward Understanding Emotional
Management at Work: A Quantitative Review of Emotional
Labor Research”, en C. E. Härtel y W. J. Zerbe (eds.), Emotions
in Organizational Behavior (Mahwah, NJ: Lawrence Erlbaum,
2005), pp. 213-233.
131. Kruml y Geddes, “Catching Fire Without Burning Out”.