Alicia Grandey

As an industrial/organizational psychologist, Alicia A. Grandey's research focuses on the balance between the employee's experience of stress and emotions and the organization’s needs for performance. Her primary stream of research is on "emotional labor," where employees manage their emotions as part of the job, specifically in customer service in a variety of settings. This has taken the form of identifying organizational practices to control emotional displays, studying events like customer aggression toward employees that induce emotional labor, identifying how customers respond to emotional labor (particularly inauthenticity), and when emotional labor is more or less likely to result in stress and good performance. In this work, Dr. Grandey uses multiple theoretical perspectives (job design, dramaturgy, emotion regulation) and methodological techniques (surveys, experience sampling, lab experiments). Dr. Grandey has also published on the topics of work-family conflict and "family-friendly policies", organizational justice, and gender, racial, and cultural diversity.