The Dimensions, Antecedents, and Consequences of Emotional Labor Author(s): J. Andrew Morris and Daniel C. Feldman Source: The Academy of Management Review, Vol. 21, No. 4 (Oct., 1996), pp. 986-1010 Published by: Academy of Management Stable URL: http://www.jstor.org/stable/259161 . Accessed: 01/09/2013 03:11 Your use of the JSTOR archive indicates your acceptance of the Terms & Conditions of Use, available at . http://www.jstor.org/page/info/about/policies/terms.jsp . JSTOR is a not-for-profit service that helps scholars, researchers, and students discover, use, and build upon a wide range of content in a trusted digital archive. We use information technology and tools to increase productivity and facilitate new forms of scholarship. For more information about JSTOR, please contact support@jstor.org. . Academy of Management is collaborating with JSTOR to digitize, preserve and extend access to The Academy of Management Review. http://www.jstor.org This content downloaded from 202.30.6.59 on Sun, 1 Sep 2013 03:11:33 AM All use subject to JSTOR Terms and Conditions