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"Socialization teaches new comers which emotions are expected, while rewards and punishments maintain or alter such behaviours" (Rafaeli et al. 1987: 28).

The type of incentives used to direct employee emotions will often differ between cultures. Due to Japan's collective culture effective service delivery is rewarded at a group level...

1987: 28).

The type of incentives used to direct employee emotions will often differ between cultures. Due to Japan's collective culture effective service delivery is rewarded at a group level. In contrast, North American incentives are generally rewarded at an individual level (Raz). Similarly, punishments used to alter employee emotions are also dependent upon the cultural context...

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