研究・公式資料一覧

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1. Grandey, A. A. (2000). Emotional Regulation in the Workplace: A New Way to Conceptualize Emotional Laborintegrative conceptual review
2. Morris, J. A., & Feldman, D. C. (1996). The Dimensions, Antecedents, and Consequences of Emotional Laborconceptual review
3. Brotheridge, C. M., & Lee, R. T. (2003). Development and Validation of the Emotional Labour Scalescale development and validation
4. Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The Dimensionality and Antecedents of Emotional Labor Strategiesmeasurement field study
5. Grandey, A. A., & Gabriel, A. S. (2015). Emotional Labor at a Crossroads: Where Do We Go from Here?annual review
6. Hülsheger, U. R., & Schewe, A. F. (2011). On the Costs and Benefits of Emotional Labor: A Meta-Analysis of Three Decades of Researchmeta-analysis
7. Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A. (2011). Moving Emotional Labor Beyond Surface and Deep Actingintegrative review
8. Kammeyer-Mueller, J. D. et al. (2013). A Meta-Analytic Structural Model of Dispositional Affectivity and Emotional Labormeta-analytic structural model
9. Scott, B. A., & Barnes, C. M. (2011). A Multilevel Field Investigation of Emotional Labor, Affect, Work Withdrawal, and Genderexperience sampling field study
10. Goldberg, L. S., & Grandey, A. A. (2007). Display Rules versus Display Autonomy: Emotion Regulation, Emotional Exhaustion, and Task Performance in a Call Center Simulationlaboratory simulation
11. Grandey, A. A. et al. (2012). Free to Be You and Me: A Climate of Authenticity Alleviates Burnout from Emotional Labormultistudy field research
12. Pugh, S. D. (2001). Service with a Smile: Emotional Contagion in the Service Encounterfield observational study
13. Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracymultistudy service research
14. Hennig-Thurau, T. et al. (2006). Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationshipsmultistudy field research
15. Totterdell, P., & Holman, D. (2003). Emotion Regulation in Customer Service Roles: Testing a Model of Emotional Laborexperience sampling study
16. Grandey, A. A. (2003). When “The Show Must Go On”: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Deliveryfield study
17. Zapf, D. (2002). Emotion Work and Psychological Well-Beingintegrative review
18. Gross, J. J. (1998). The Emerging Field of Emotion Regulation: An Integrative Reviewintegrative review
19. Webb, T. L., Miles, E., & Sheeran, P. (2012). Dealing with Feeling: A Meta-Analysis of the Effectiveness of Strategies Derived from the Process Model of Emotion Regulationmeta-analysis
20. Hülsheger, U. R. et al. (2013). Benefits of Mindfulness at Work: The Role of Mindfulness in Emotion Regulation, Emotional Exhaustion, and Job Satisfactionfield and intervention studies
21. Wharton, A. S. (1993). The Affective Consequences of Service Workfield survey
22. Bhave, D. P., & Glomb, T. M. (2016). The Role of Occupational Emotional Labor Requirements on the Surface Acting–Job Satisfaction Relationshipmultilevel occupational study
23. Chen, C., Huang, Y., & Chu, H. (2024). Relationships between Emotional Labor, Job Burnout, and Emotional Intelligence: An Analysis Combining Meta-Analysis and Structural Equation Modelingmeta-analysis and structural modeling
24. Dormann, C., & Zapf, D. (2004). Customer-Related Social Stressors and Burnoutscale and longitudinal field studies
25. Grandey, A. A., Dickter, D. N., & Sin, H.-P. (2004). The Customer Is Not Always Right: Customer Aggression and Emotion Regulation of Service Employeesfield study
26. Wang, M. et al. (2011). Daily Customer Mistreatment and Employee Sabotage against Customers: Examining Emotion and Resource Perspectivesdaily diary field study
27. Skarlicki, D. P., van Jaarsveld, D. D., & Walker, D. D. (2008). Getting Even for Customer Mistreatment: The Role of Moral Identity in the Relationship between Customer Interpersonal Injustice and Employee Sabotagemultistudy field and experimental research
28. van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The Role of Job Demands and Emotional Exhaustion in the Relationship between Customer and Employee Incivilityfield study
29. Rupp, D. E. et al. (2008). Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulationlaboratory experiments
30. Gettman, H. J., & Gelfand, M. J. (2007). When the Customer Shouldn’t Be King: Antecedents and Consequences of Sexual Harassment by Clients and Customersfield studies
31. Yagil, D. (2008). When the Customer Is Wrong: A Review of Research on Aggression and Sexual Harassment in Service Encountersintegrative review
32. Harris, L. C., & Reynolds, K. L. (2003). The Consequences of Dysfunctional Customer Behaviorcritical incident field study
33. Fisk, R. P. et al. (2010). Customers Behaving Badly: A State of the Art Review, Research Agenda and Implications for Practitionersintegrative review
34. Andersson, L. M., & Pearson, C. M. (1999). Tit for Tat? The Spiraling Effect of Incivility in the Workplaceconceptual model
35. Hershcovis, M. S., & Barling, J. (2010). Towards a Multi-Foci Approach to Workplace Aggression: A Meta-Analytic Review of Outcomes from Different Perpetratorsmeta-analysis
36. Schat, A. C. H., & Kelloway, E. K. (2003). Reducing the Adverse Consequences of Workplace Aggression and Violence: The Buffering Effects of Organizational Supportlongitudinal quasi-experimental study
37. LeBlanc, M. M., & Kelloway, E. K. (2002). Predictors and Outcomes of Workplace Violence and Aggressionfield study
38. Lim, S., Cortina, L. M., & Magley, V. J. (2008). Personal and Workgroup Incivility: Impact on Work and Health Outcomesmultilevel field study
39. Sliter, M., Sliter, K., & Jex, S. (2012). The Employee as a Punching Bag: The Effect of Multiple Sources of Incivility on Employee Withdrawal Behavior and Sales Performancefield study
40. Kern, J. H., & Grandey, A. A. (2009). Customer Incivility as a Social Stressor: The Role of Race and Racial Identity for Service Employeesfield study
41. Walker, D. D., van Jaarsveld, D. D., & Skarlicki, D. P. (2014). Exploring the Effects of Individual Customer Incivility Encounters on Employee Incivilityevent-based field study
42. Schneider, B., White, S. S., & Paul, M. C. (1998). Linking Service Climate and Customer Perceptions of Service Quality: Tests of a Causal Modelmultilevel field study
43. Bowen, D. E., & Schneider, B. (2014). A Service Climate Synthesis and Future Research Agendaintegrative review
44. Bakker, A. B., & Demerouti, E. (2007). The Job Demands–Resources Model: State of the Artintegrative review
45. Nahrgang, J. D., Morgeson, F. P., & Hofmann, D. A. (2011). Safety at Work: A Meta-Analytic Investigation of Job Demands, Job Resources, Burnout, Engagement, and Safety Outcomesmeta-analysis
46. Halbesleben, J. R. B. (2006). Sources of Social Support and Burnout: A Meta-Analytic Test of the Conservation of Resources Modelmeta-analysis
47. Cortina, L. M., & Magley, V. J. (2003). Raising Voice, Risking Retaliation: Events Following Interpersonal Mistreatment in the Workplacelongitudinal field study
48. Wassell, J. T. (2009). Workplace Violence Intervention Effectiveness: A Systematic Literature Reviewsystematic review
49. Lanctôt, N., & Guay, S. (2014). The Aftermath of Workplace Violence among Healthcare Workers: A Systematic Literature Review of the Consequencessystematic review
50. Geoffrion, S. et al. (2020). Education and Training for Preventing and Minimizing Workplace Aggression Directed toward Healthcare Workerssystematic review
51. Wood, A. J. et al. (2019). Good Gig, Bad Gig: Autonomy and Algorithmic Control in the Global Gig Economyqualitative cross-national study
52. Kellogg, K. C., Valentine, M. A., & Christin, A. (2020). Algorithms at Work: The New Contested Terrain of Controlintegrative review
53. Fitzgerald, L. F. et al. (1997). Antecedents and Consequences of Sexual Harassment in Organizations: A Test of an Integrated Modelfield model test
54. Cortina, L. M. et al. (2001). Incivility in the Workplace: Incidence and Impactfield survey
55. 厚生労働省 (2022). カスタマーハラスメント対策企業マニュアル等official guidance portal
56. 厚生労働省 (2026). 職場におけるハラスメントの防止のためにofficial current policy portal
57. 厚生労働省 (2026). 事業主が職場における顧客等の言動に起因する問題に関して雇用管理上講ずべき措置等についての指針（令和8年厚生労働省告示第51号）binding ministerial guideline
58. 日本国 (2025). 労働施策総合推進法等の一部を改正する法律（令和7年法律第63号）Japanese amending statute
59. 日本国 (1966). 労働施策の総合的な推進並びに労働者の雇用の安定及び職業生活の充実等に関する法律Japanese statute
60. 東京都 (2024). 東京都カスタマー・ハラスメント防止条例Tokyo metropolitan ordinance
61. 東京都 (2025). 東京都カスタマー・ハラスメント防止ガイドラインofficial implementation guideline
62. International Labour Organization (2019). Violence and Harassment Convention, 2019 (No. 190)international labour convention
63. International Labour Organization (2019). Violence and Harassment Recommendation, 2019 (No. 206)international labour recommendation
64. World Health Organization (2022). WHO Guidelines on Mental Health at Workinternational guideline
65. World Health Organization & International Labour Organization (2022). Mental Health at Work: Policy Briefinternational policy brief
66. Occupational Safety and Health Administration (2026). Workplace Violenceofficial safety guidance portal
67. 日本国 (1972). 労働安全衛生法Japanese statute
68. 日本国 (2003). 個人情報の保護に関する法律Japanese statute
69. 日本国 (2013). 障害を理由とする差別の解消の推進に関する法律Japanese statute