Date of Award


Document Type


Degree Name

Master of Science (MS)



First Advisor

Erin M. Richard

Second Advisor

Jessica L. Wildman

Third Advisor

Mary Bonhomme

Fourth Advisor

Mary Beth Kenkel


This study examines a proposed model in which display rule conflict occurs when employees’ personal emotional display rule goals or values (operationalized as student customer orientation and individual-level power distance) are inconsistent with the emotional display rule goals of their department or culture (operationalized as department-level student customer orientation and country-level power distance, respectively). No significant effects of the interaction between personal and department-level student customer orientation or personal and department-level power distance on display rule commitment were found. Results did show that display rule conflict has a negative effect on display rule commitment. Further, display rule conflict predicted emotional exhaustion and feelings of inauthenticity above and beyond display rule perceptions and display rule commitment. This study answers the call to further explore the potential for display rule conflict in the context of emotional labor (Dahling & Johnson, 2013). Additionally, this study has practical implications for employee behavior and well-being.