« Emotional Labor in Service Roles: The Influence of Identity, The Academy of Management Review, vol.18, issue.1, p.88, 1993. ,
, « Human resources in tourism: Still waiting for change? -A 2015 reprise ». Tourism Management, vol.50, pp.204-212, 2015.
« Episodic processes in emotional labor: Perceptions of affective delivery and regulation stratégies », Journal of Applied Psychology, vol.91, issue.5, pp.1053-1065, 2006. ,
« Testing a conservation of resources model of the dynamics of emotional labor », Journal of Occupational Health Psychology, vol.7, issue.1, pp.57-67, 2002. ,
« Development and validation of the Emotional Labour Scale, Journal of Occupational and Organizational Psychology, vol.76, issue.3, pp.365-379, 2003. ,
La dimension humaine de l'entreprise agile : rôle du management des ressources humaines sur la performance, 2008. ,
« A predictive study of emotional labor and turnover, Journal of Organizational Behavior, vol.30, issue.8, pp.1151-1163, 2009. ,
« Development and validation of the hospitality emotional labor scale, Tourism Management, vol.27, issue.6, pp.1181-1191, 2006. ,
, Management des entreprises du tourisme -Stratégie et organisation: Stratégie et organisation. Dunod, 2014.
« La gestion paradoxale des compétences de service », Formation Emploi, issue.2, pp.49-67, 2015. ,
« A social interaction model of the effects of emotion regulation on work strain, Academy of Management Review, vol.30, issue.3, pp.509-530, 2005. ,
, Contrat psychologique, émotions au travail, socialisation organisationnelle, vol.1, 2005.
Game changers or spectators, 2010. ,
Quand le management n'est pas le problème, mais la solution, Revue Française de Gestion, vol.37, issue.214, pp.89-105, 2011. ,
« The dimensionality and antecedents of emotional labor stratégies, Journal of Vocational Behavior, vol.66, issue.2, pp.339-357, 2005. ,
, From human resource strategy to organizational effectiveness: Lessons from research on organizational agility, 1998.
, , 2015.
« Emotional labor actors: A latent profile analysis of emotional labor stratégies, Journal of Applied Psychology, vol.100, issue.3, pp.863-879, 2015. ,
« Emotional Labor Dynamics: A Momentary Approach, Academy of Management Journal, vol.58, issue.6, pp.1804-1825, 2015. ,
L'intelligence émotionnelle 2, Cultiver ses émotions pour s'épanouir dans son travail, 1998. ,
« Emotional regulation in the workplace: A new way to conceptualize emotional labor, Journal of Occupational Health Psychology, vol.5, issue.1, pp.95-110, 2000. ,
Emotional labor in the 21st century: diverse perspectives on the psychology of emotion regulation at work, 2013. ,
, Conservation of resources: A new attempt at conceptualizing stress, vol.44, p.513, 1989.
The managed heart: commercialization of human feeling (20th anniversary ed), 2003. ,
Resilience : The challenge of the unstable, 2006. ,
Job Characteristics and Affective Events Theory, Proceedings of the Southern Management Association, 2004. ,
, Résilience organisationnelle : Rebondir face aux turbulences, 2010.
Servuction : le marketing des services. Auckland; Bogota, 1987. ,
Activer les talents avec les neurosciences, 2012. ,
Compétences émotionnelles: de la proscription à la prescription des émotions au travail, Psychologie Du Travail et Des Organisations, vol.12, issue.2, pp.91-103, 2006. ,
Management du tourisme: territoires, offres et stratégies, 2012. ,
La souffrance au travail : Les soignants face au burn-out, 2009. ,
« Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms, Work & Stress, vol.21, issue.1, pp.30-47, 2007. ,
, Adapting to Environmental Jolts ». Administrative Science Quarterly, vol.27, p.515, 1982.
Science avec conscience (Nouv. éd), 1982. ,
« The Dimensions, Antecedents, and Consequences of Emotional Labor, The Academy of Management Review, vol.21, issue.4, p.986, 1996. ,
Beyond cognition: Affective leadership and emotional labor, Public Administration Review, vol.69, issue.1, pp.6-20, 2009. ,
« HRM in turbulent times: how to achieve organizational agility?, The International Journal of Human Resource Management, vol.23, issue.16, pp.3315-3335, 2012. ,
« Expression of emotion as part of the work rôle, Academy of Management Review, vol.12, issue.1, pp.23-37, 1987. ,
« A systems approach to appraisal mechanisms in émotion, Neural Networks, vol.18, issue.4, pp.317-352, 2005. ,
« Emotions are emergent processes: they require a dynamic computational architecture, Philosophical Transactions of the Royal Society B: Biological Sciences, vol.364, pp.3459-3474, 1535. ,
« Emotional labor since the managed heart, The Annals of the American Academy of Political and Social Science, vol.561, issue.1, pp.8-26, 1999. ,
, Etude « le syndrome d'épuisement, une maladie professionnelle », Sous la dir. de Delgènes, Technologia, 2014.
« The sociology of emotional labor, Annual Review of Sociology, vol.35, pp.147-165, 2009. ,
, Economic Impact of Travel & Tourism 2015 Autumn update, 2015.