Headshot of S. Douglas Pugh

S. Douglas Pugh

Chair, Department of Management

Area: Management and Entrepreneurship

  • Snead Hall
  • 301 W. Main Street
  • Box 844000
  • Richmond, VA, 23284-4000
  • Office: B4106


  • Emotional Labor
  • Organizational Culture
  • Customer Service


  • Organizational Behavior, Negotiations
  • Affect and emotional processes in organizations, organizational climate and culture, service organizations and organizational drivers of customer satisfaction

S. Douglas Pugh, received his Ph.D. in organizational behavior from the A.B. Freeman School of Business at Tulane University. Prior to joining Virginia Commonwealth University, he was on the faculty at San Diego State University and the University of North Carolina at Charlotte. Dr. Pugh's research focuses on organizational climate in service organizations, the emotional labor demands of service work, and the inter-organizational drivers of customer satisfaction. He has published his research in outlets including the Academy of Management Journal, Academy of Management Executive, Journal of Applied Psychology, Journal of Occupational and Organizational Psychology, Journal of Management, and Organizational Behavior and Human Decision Processes. He has served on the editorial boards of the Academy of Management Journal, Journal of Management, and Personnel Psychology, and is currently an Associate Editor at the Journal of Business and Psychology.


Published Intellectual Contributions
Book Chapter
  • Pugh, S. D., Diefendorff, J., Moran, C. (2013). Emotional Labor: Organization-level influences, strategies, and outcomes. In Emotional Labor in the 21st Century: Diverse Perspectives on Emotion Regulation at Work. Psychology Press/Routledge.
  • Bowen, D. E., Pugh, S. D. (2009). Linking human resource management and customer outcomes. (pp.502). The Routledge companion to strategic human resource management.
  • Pugh, S. D. (2002). Emotional regulation in individuals and dyads: Causes, costs, and consequences. (vol. 147, pp.182). Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior.
Journal Article
  • Cortina, J., Kohler, T., Keeler, K., Pugh, S. D. (in press). Situation strength as a basis for interactions in psychological models. Psychological Methods.
  • Pugh, S. D., Groth, M. (2020). Why Emotions Matter to the Practice of Management: Lessons Learned from the Services Research Literature. (3 ed., vol. 49, pp.1-11). Organizational Dynamics. DOI: https://doi.org/10.1016/j.orgdyn.2019.04.004
  • Pugh, S. D., Subramony, M. (2016). Taking services seriously: New directions in services management theory and research. (1 ed., vol. 26, pp.1-3). Human Resource Management Review. DOI: https://doi.org/10.1016/j.hrmr.2015.09.001
  • Subramoney, M., Pugh, S. D. (2015). Services management research: Review, Integration,and Future Directions. (vol. 41, pp.349-373). Journal of Management. DOI: 10.1177/0149206314557158
  • Carson, M., Shanock, L., Heggestad, E., Andrew, A., Pugh, S. D., Walter, M. (2012). The relationship between dysfunctional interpersonal tendencies, derailment potential behavior, and turnover. (vol. 27, pp.291-304). Journal of Business and Psychology.
  • Grandey, A., Goldberg, L., Pugh, S. D. (2011). Why and When Do Stores with Satisfied Employees Have Satisfied Customers? The Roles of Service Responsiveness and Store Busyness. (4 ed., vol. 14, pp.397-409). Journal of Service Research. DOI: https://doi.org/10.1177/1094670511410304
  • Pugh, S. D., Groth, M., Hennig-Thurau, T. (2011). Willing and Able to Fake Emotions: A Closer Examination of the Link Between Emotional Dissonance and Employee Well-Being. (vol. 96, pp.377-390). Journal of Applied Psychology.
  • Allen, J. A., Pugh, S. D., Grandey, A. A., Groth, M. (2010). Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship. (2 ed., vol. 23, pp.101--115). Human Performance.
  • Pugh, S. D., Dietz, J., others, (2008). Employee engagement at the organizational level of analysis. (1 ed., vol. 1, pp.44--47). Industrial and Organizational Psychology.
  • Pugh, S. D., Dietz, J., Brief, A. P., Wiley, J. W. (2008). Looking inside and out: the impact of employee and community demographic composition on organizational diversity climate.. (6 ed., vol. 93, pp.1422). Journal of applied psychology.
  • Skarlicki, D. P., Barclay, L. J., Pugh, S. D. (2008). When explanations for layoffs are not enough: Employer's integrity as a moderator of the relationship between informational justice and retaliation. (1 ed., vol. 81, pp.123--146). Journal of Occupational and Organizational Psychology.
  • Barclay, L. J., Skarlicki, D. P., Pugh, S. D. (2005). Exploring the role of emotions in injustice perceptions and retaliation.. (4 ed., vol. 90, pp.629). Journal of Applied Psychology.
  • Dietz, J., Pugh, S. D. (2004). I say tomato, you say domate: Differential reactions to English-only workplace policies by persons from immigrant and non-immigrantfamilies. (4 ed., vol. 52, pp.365--379). Journal of Business Ethics.
  • Dietz, J., Pugh, S. D., Wiley, J. W. (2004). Service climate effects on customer attitudes: An examination of boundary conditions. (1 ed., vol. 47, pp.81--92). Academy of Management Journal.
  • Pugh, S. D., Skarlicki, D. P., Passell, B. S. (2003). After the fall: Layoff victims' trust and cynicism in re-employment. (2 ed., vol. 76, pp.201--212). Journal of Occupational and Organizational Psychology.
  • Pugh, S. D., Dietz, J., Wiley, J. W., Brooks, S. M. (2002). Driving service effectiveness through employee-customer linkages. (4 ed., vol. 16, pp.73--84). The Academy of Management Executive.
  • Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. (5 ed., vol. 44, pp.1018--1027). Academy of management journal.
  • Brief, A. P., Dietz, J., Cohen, R. R., Pugh, S. D., Vaslow, J. B. (2000). Just doing business: Modern racism and obedience to authority as explanations for employment discrimination. (1 ed., vol. 81, pp.72--97). Organizational behavior and human decision processes.
  • Brief, A. P., Buttram, R. T., Reizenstein, R. M., Pugh, S. D., Callahan, J. D., McCline, R. L., Vaslow, J. B. (1997). Beyond good intentions: The next steps toward racial equality in the American workplace. (pp.59--72). The Academy of Management Executive (1993-2005).