Journal ArticleDOI
The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Well-Being
TLDR
In this article, the effects of self-focused and other-focused emotion management on work stress, job satisfaction, and psychological distress were explored using data from a survey of workers in a large organization.Abstract:
Although early research suggested that the performance of emotional labor had deleterious effects on workers, recent empirical investigations have been equivocal. The performance of emotional labor appears to have diverse consequences for workers—both negative and positive. Variation in the consequences of emotional labor may be due to the different forms of emotion management involved. There is also evidence that the effects of emotional labor are specified by other work conditions. The effects of two forms of emotional labor on work stress, job satisfaction, and psychological distress—self-focused and other-focused emotion management—are explored using data from a survey of workers in a large organization. Results indicate that both forms of emotional labor have uniformly negative effects on workers, net of work complexity, control, and demands. Emotional labor increases perceptions of job stress, decreases satisfaction, and increases distress. Self-focused emotion management has the most pervasive and detrimental impacts. There is little evidence of interaction effects of work conditions and emotional labor.read more
Citations
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Journal ArticleDOI
Emotional labor and burnout: Comparing two perspectives of "people work"
TL;DR: In this article, the authors compared two perspectives of emotional labor as predictors of burnout beyond the effects of negative affectivity: job-focused emotional labor (work demands regarding emotion expression) and employee focused emotional labour (regulation of feelings and emotional expression).
Journal ArticleDOI
When 'the show must go on': surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery
TL;DR: In this article, the authors discuss the importance of expressing positive emotions in service interactions, which helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act.
Journal ArticleDOI
On the costs and benefits of emotional labor: a meta-analysis of three decades of research.
Ute R. Hülsheger,Anna F. Schewe +1 more
TL;DR: A mediation analysis confirms theoretical models of emotional labor which suggest that surface acting partially mediates the relationship of emotion-rule dissonance with well-being and indicates implications for future research as well as pragmatic ramifications for organizational practices.
Journal ArticleDOI
The Glass Cliff: Exploring the Dynamics Surrounding the Appointment of Women to Precarious Leadership Positions
TL;DR: In this paper, the authors explore the "glass cliff" form of discrimination and identify multiple processes as having the potential to contribute to the phenomenon, and elaborate strategies for eliminating glass cliffs, but, as with other forms of discrimination, these depend on the capacity for disadvantaged groups to overcome resistance on the part of those who are motivated to maintain the status quo.
Journal ArticleDOI
Emotion regulation in customer service roles: testing a model of emotional labor.
Peter Totterdell,David Holman +1 more
TL;DR: Overall, the study found that emotion regulation is a viable platform for understanding emotional labor and indicated that it has to be implemented precisely in terms of regulating emotion for organizational goals.
References
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Journal ArticleDOI
Job Demands, Job Decision Latitude, and Mental Strain: Implications for Job Redesign
Journal ArticleDOI
Emotion Work, Feeling Rules, and Social Structure
TL;DR: In this article, an emotion-management perspective is proposed as a lens through which to inspect the self, interaction, and structure of emotion, arguing that emotion can be and ofter is subject to acts of management.
Journal ArticleDOI
Social Conditions as Fundamental Causes of Disease
Bruce G. Link,Jo C. Phelan +1 more
TL;DR: It is argued that social factors such as socioeconomic status and social support are likely 'fundamental causes" of disease that affect multiple disease outcomes through multiple mechanisms, and consequently maintain an association with disease even when intervening mechanisms change.
Journal ArticleDOI
Socioeconomic status and health: The challenge of the gradient.
Nancy E. Adler,Thomas Boyce,Margaret A. Chesney,Sheldon Cohen,Susan Folkman,Robert L. Kahn,S. Leonard Syme +6 more
TL;DR: There is evidence of a graded association with health at all levels of SES, an observation that requires new thought about domains through which SES may exert its health effects.