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ii This dissertation examined the role of customer service representative mood in predicting emotional labor demands which subsequently predicted ego depletion and customer satisfaction ratings and tip percentage. Organizations require employees to display a positive mood or emotion and generating organizationally mandated positive emotions to display to customers requires emotion regulation which can be quite taxing for employees. Indeed, emotion regulation, a form of self-regulation, has been experimentally linked to a state similar to exhaustion called ego depletion. As such, employee mood, emotional labor and subsequent ego depletion are likely to play a role in customer ratings of satisfaction. A study was conducted that examined the interplay of employee mood, emotion regulation strategy and ego depletion on customer satisfaction over the course of an entire shift. Results supported some of the hypotheses. An interaction of surface acting and time mediated the interaction of mood and time to predict ego depletion such that mood generally decreased throughout the evenin