effectively in social environments while helping customers, the key objective must be emotional labor. Emotional labor is the self-regulatory process that unfolds over the course of customer interactions, with employees monitoring and adjusting their felt and expressed emotion. A goal in which employees use during emotional labor is to produce effective and emotional displays that enhance the customer experience. The self-regulatory approach provides insight into how felt emotions, displayed emotions, and emotion regulation may relate to each other over time. See also Verbal abuse References Aggression