Extended social pressures can be applied through formal and informal norms within a department or organization as a whole. Kelly and Barsade (2001) have reviewed research into emotion norms in organizational culture, drawing attention to both “feeling rules: and “display rules.” The first of those concern expectations about which emotional ought to be experienced, and display rules suggest what should be expressed or concealed in particular situations (creating a form of “vitamin” 3, further discussed in chap. 6). It seems likely that emotion norms of those kinds operate In most roles involving interaction with other people. However, organizationally prescribed rules can be particularly important in customer-facing jobs, when employees are expected to control their emotions and display empathy, agreeableness, or other specific forms of affect (e.g., Wilk & Moynithan, 2005).