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Diefendorff, J. M., Erickson, R. J., Grandey, A. A., & Dahling, J. J. (2011). Emotional Display Rules as Work Unit Norms: A Multilevel Analysis of Emotional Labor among Nurses. Journal of Occupational Health Psychology, 16, 170-186.
https://doi.org/10.1037/a0021725

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