Work Stress and Service Quality

In an article titled "Interpersonal Stress Reactions and Service Quality Responses Among Hospitality Industry Employees", by Glenn F. Ross, 1995 (not currently available free online), Ross offers a grounded perspective on work stress and job performance in the hospitality industry.
"Work stress may well lead to a diminution of service quality". Ross refers to the kind of work that requires employees to conceil or repress authentic emotional responses as "emotional labor". While the research, which surveyed 274 hospitality industry employees of the tourist city of Cairns in Australia, addressed communication as a problem solving response in a stressful employee-manager conflict situation, Ross points to many other aspects both of stress and service quality that show a correlation.
To boil the question of work stress and emotional labor down into a clearer view, the higher the work stress, the lower the headroom for absorbing the emotions of customers, clients and management. If management is resolving issues in a way that adds stress to employees, whether by constant job uncertainty, criticism of a role that is not clearly defined, or simply venting managerial stress on employees, the emotional labor has less headroom to absorb and respond positively and most beneficially--most in tune with the customer's emotional state--to the customer.
Interestingly, Ross found that "better communication on the part of hospitality industry management...[is] the preferred problem solving response" to employee-management conflict. Even more interesting, "Female hospitality employees" have favored "better communication on the part of management". The research discussion goes on to say; "female employees have generally displayed more effective problem solving skills in their reactions to work stress".
The point here I think is not to go out and hire women over men, or to let go of whatever disciplinary or guidance behaviors are needed for management. The point is, we can learn from what women are showing us in terms of stress management in interpersonal conflict, and no amount of effective problem solving skills is going to create a stress tolerance or headroom level that is infinite. If we are looking as a team, communicating as a team, and supporting a lowered stress atmosphere--for ourselves, our co-workers, and our marketplace--the potential for quality is maximized.
What do you think?