Excessive entitlement is a pervasive and pernicious social issue, one that has considerable significance for human resource management. Despite its implications for work settings, relatively…
Many companies work hard to ensure that service representatives are friendly when interacting with customers. Friendliness, however, is not always enough; customers must believe that…
To align personal feelings with socially defined display rules, individuals often turn to one of two self-presentation strategies: surface or deep acting. Leaders could be…
I joined the School of Policy Studies in 2006 after completing my Ph.D. in Industrial/Organizational Psychology at The Pennsylvania State University. My main research interests…