Linking perceived organizational support to emotional labor
TL;DR: This paper examined the relationship between perceived organizational support (POS) and different forms of emotional labor and found that POS is positively related to deep acting and negatively related to surface acting, while there was no mediation effect of organizational identification on the relationships between POS and surface acting.
Abstract: Purpose – Based on two studies on different occupational groups, the purpose of this paper is to examine the relationship between perceived organizational support (POS) and different forms of emotional labor. Drawing from social identity theory, the present study extends the social exchange theory to provide an alternate explanation to the above relationships. Design/methodology/approach – The survey design following questionnaire in English language was physically administered among medical sales employees and subsequently among employees in the hospitality industry. Findings – The study found that POS is positively related to deep acting and negatively related to surface acting. The study further found that organizational identification mediates the relationship between POS and deep acting where as there was no mediation effect of organizational identification on the relationship between POS and surface acting. Research limitations/implications – The research relies on a cross-sectional design with a si...
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TL;DR: In this paper, the authors examine how identity processes shape how employees experience emotional labor, and maintain that when employees identify with their roles, emotional labor augments and affirms their identity.
Abstract: Emotional labor (expressing emotions as part of one's job duties, as in “service with a smile”) can be beneficial for employees, organizations, and customers. Meta-analytical summaries reveal that deep acting (summoning up the appropriate feelings one wants to display) generally has positive outcomes. Unlike surface acting (faking emotions), deep acting does not harm employee well-being, and deep acting is positively related with job satisfaction, organizational commitment, job performance, and customer satisfaction. Emerging research also suggests that a third form of emotional labor, natural and genuine emotional labor, is a frequently used emotional labor strategy that has positive effects for both employees and customers. We examine how identity processes shape how employees experience emotional labor, and we maintain that when employees identify with their roles, emotional labor augments and affirms their identity. Person-job fit is an important moderator that influences whether emotional labor enhances or hinders employee well-being. Emotional labor may also have positive outcomes when organizations grant more autonomy and adopt positive display rules that call for the expression of positive emotions. Recent research also indicates that emotional labor strategies may improve leadership effectiveness. Research opportunities on the bright side of emotional labor are abundant.
279 citations
TL;DR: This paper found that emotional labor mediates the positive relationship between customer orientation and job satisfaction, and did not find a moderating effect of job position on the direct relationships among customer orientation, emotional labor, and overall job satisfaction.
90 citations
TL;DR: This paper examined how three emotional labour strategies (hiding feelings, faking emotions, and deep acting) combine within different profiles of workers among two samples character profiles and found that they combine well with different profiles.
Abstract: The present study examines how three emotional labour strategies (hiding feelings, faking emotions, and deep acting) combine within different profiles of workers among two samples character...
44 citations
Cites background from "Linking perceived organizational su..."
...Thus, they tend to adopt surface acting by hiding their feelings or faking the appropriate emotional display (Mishra, 2014)....
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...Indeed, employees who feel supported at work may genuinely feel the emotions that are expected by their organisation, and may come to internalise a genuine desire to help their organisation (Mishra, 2014)....
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TL;DR: In this article, the authors unify the concepts of emotional labor and service quality on the basis of job demands and show that emotional deep acting is positively related to work engagement and eventually leads to a high level of service quality.
36 citations
TL;DR: In this paper, the authors conducted 70 interviews within the hotel industry to understand the conditions under which employees engage in either deep acting (DA) or surface acting (SA) EL strategies, and found that the means used to overcome the negative effects of SA, stimulate the development of conditions that lead the way to the deployment of DA.
21 citations
References
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TL;DR: This article seeks to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating the many ways in which moderators and mediators differ, and delineates the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena.
Abstract: In this article, we attempt to distinguish between the properties of moderator and mediator variables at a number of levels. First, we seek to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating, both conceptually and strategically, the many ways in which moderators and mediators differ. We then go beyond this largely pedagogical function and delineate the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena, including control and stress, attitudes, and personality traits. We also provide a specific compendium of analytic procedures appropriate for making the most effective use of the moderator and mediator distinction, both separately and in terms of a broader causal system that includes both moderators and mediators.
80,095 citations
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Abstract: The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addit...
56,555 citations
TL;DR: The extent to which method biases influence behavioral research results is examined, potential sources of method biases are identified, the cognitive processes through which method bias influence responses to measures are discussed, the many different procedural and statistical techniques that can be used to control method biases is evaluated, and recommendations for how to select appropriate procedural and Statistical remedies are provided.
Abstract: Interest in the problem of method biases has a long history in the behavioral sciences. Despite this, a comprehensive summary of the potential sources of method biases and how to control for them does not exist. Therefore, the purpose of this article is to examine the extent to which method biases influence behavioral research results, identify potential sources of method biases, discuss the cognitive processes through which method biases influence responses to measures, evaluate the many different procedural and statistical techniques that can be used to control method biases, and provide recommendations for how to select appropriate procedural and statistical remedies for different types of research settings.
52,531 citations
"Linking perceived organizational su..." refers background in this paper
...Some of the procedural remedies included in the study are protecting respondent anonymity, stating in the instructions that there were no correct or incorrect answers, and reducing item ambiguity by doing pilot studies to take care of ambiguous items (Podsakoff et al., 2003)....
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Book•
01 Nov 1980
TL;DR: In his book Culture's Consequences, Geert Hofstede proposed four dimensions on which the differences among national cultures can be understood: Individualism, Power Distance, Uncertainty Avoidance and Masculinity as mentioned in this paper.
Abstract: In his bestselling book Culture's Consequences, Geert Hofstede proposed four dimensions on which the differences among national cultures can be understood: Individualism, Power Distance, Uncertainty Avoidance and Masculinity. This volume comprises the first in-depth discussion of the masculinity dimension and how it can help us to understand differences among cultures. The book begins with a general explanation of the masculinity dimension, and discusses how it illuminates broad features of different cultures. The following parts apply the dimension more specifically to gender (and gender identity), sexuality (and sexual behaviour) and religion, probably the most influential variable of all. Hofstede closes the book with a synthesizing statement about cultural values as they are linked to sexuality, gender and religion.
19,826 citations
Book•
01 Jan 1964
TL;DR: In a seminal work as discussed by the authors, Peter M. Blau used concepts of exchange, reciprocity, imbalance, and power to examine social life and to derive the more complex processes in social structure from the simpler ones.
Abstract: In his landmark study of exchange and power in social life, Peter M. Blau contributes to an understanding of social structure by analyzing the social processes that govern the relations between individuals and groups. The basic question that Blau considers is: How does social life become organized into increasingly complex structures of associations among humans. This analysis, first published in 1964, represents a pioneering contribution to the sociological literature. Blau uses concepts of exchange, reciprocity, imbalance, and power to examine social life and to derive the more complex processes in social structure from the simpler ones. The principles of reciprocity and imbalance are used to derive such processes as power, changes in group structure; and the two major forces that govern the dynamics of complex social structures: the legitimization of organizing authority of increasing scope and the emergence of oppositions along different lines producing conflict and change.
16,278 citations