Showing papers on "Emotional labor published in 2008"
TL;DR: This paper examined the relationship between workday break activities and emotional experiences and the role these variables play in the role of emotional labor and work recovery literatures, and found that these variables played an important role in the perfor...
Abstract: Drawing on the emotional labor and work recovery literatures, we examined the relationship between workday break activities and emotional experiences and the role these variables play in the perfor...
354 citations
TL;DR: The authors examined the antecedents and consequences of two emotional labor strategies (surface and deep acting) in the lodging industry and found that surface actors are more exhausted and cynical than deep actors and the mediating role of emotional labor between burnout and job and personality characteristics is found to be rather weak.
353 citations
TL;DR: In this article, the authors argue that leaders perform emotional labor whenever they display emotions in an attempt to influence their subordinates' moods and motivations, and that emotionally expressive leaders are more charismatic and are better motivators.
Abstract: Purpose – This paper seeks to argue that leaders perform emotional labor whenever they display emotions in an attempt to influence their subordinates' moods and motivations.Design/methodology/approach – This is a conceptual paper that integrates the literature on leadership with the research on emotional labor.Findings – This paper develops 15 propositions that distinguish emotional labor performed by leaders from that performed by front‐line service workers.Research limitations/implications – The paper suggests that leading with emotional labor is a fruitful research topic, and that considerable research could be done in this area.Practical implications – Instead of conducting business in a non‐emotional, “business‐like manner”, leaders would benefit by expressing their emotions in the workplace. Emotionally expressive leaders are more charismatic and are better motivators.Originality/value – This is the first paper to develop a theoretical model that describes how leaders perform emotional labor; thus t...
329 citations
TL;DR: In this paper, the authors explore the emotions of "missing" and "longing" as integral (though not essential) features of the kin-work and emotional labour needed to maintain transnational family relationships.
Abstract: In this paper I explore the emotions of “missing” and “longing” as integral (though not essential) features of the kin-work (di Leonardo) and emotional labour (Hochschild) needed to maintain transnational family relationships. I argue that these emotions manifest in at least four key ways: discursively (through words), physically (through the body) as well as through actions (practice) and imagination (ideas). Hence, I consider emotions through both of the dominant perspectives in theories of emotion – constructionism (with its emphasis on discourse) and embodiment (with its emphasis on sensory experience). Drawing on a sample of Italian migrants living in Australia and their ageing parents living in Italy, I argue that the emotions of missing and longing motivate kin to construct four types of shared (co)presence – virtual, proxy, physical and imagined – which reinforce the sense of family closeness that characterises Italian conceptions of health and well-being.
329 citations
TL;DR: It is found that some dimensions of emotional labour significantly relate to job satisfaction and job satisfaction positively affects organizational commitment and has an intervening effect on DA and organizational commitment.
224 citations
TL;DR: In this paper, the authors examined the use of specific forms of emotion regulation at work, utilizing Gross's [Gross, J. J. (1998), this paper process-based framework for emotion regulation as a guiding structure.
216 citations
TL;DR: This paper examined the emotional labor of Chinese college instructors and its effects on teacher burnout and satisfaction, and found that deep acting and authenticity had positive effects, while surface acting had deleterious effects.
Abstract: The current study was designed to examine the emotional labor of Chinese college instructors and its effects on teacher burnout and satisfaction. Four major findings were drawn: (a) of the three dimensions of emotional labor, Chinese college instructors engaged in deep acting the most and surface acting the least; (b) surface acting had deleterious effects on teacher burnout and satisfaction, but deep acting and authenticity had positive effects; (c) the three dimensions of emotional labor differed in magnitude as predictors of teacher burnout and satisfaction; and (d) both the emotional labor scale and the burnout scale conformed to the three-factor model with a Chinese sample.
208 citations
TL;DR: In this paper, the authors investigated the impact of customer interpersonal and informational injustice on service workers' emotional labor (surface acting) and proposed a revised theoretical model based on Cropanzano, Weiss, Suckow, and Grandey's model of justice and emotional regulation.
201 citations
TL;DR: In this paper, the authors investigate the relationship between perceived social identity as an older worker and attitudes towards early retirement and commitment to work, and find that older workers are more likely to commit to work.
Abstract: The aim of this paper is to investigate the relationship between perceived social identity as an “older worker” and attitudes towards early retirement and commitment to work.
196 citations
Book•
01 Jan 2008
TL;DR: Most public service jobs require interpersonal contact that is either face-toface or voice-to-voice - relational work that goes beyond testable job skills but is essential for job completion as discussed by the authors.
Abstract: Most public service jobs require interpersonal contact that is either face-to-face or voice-to-voice - relational work that goes beyond testable job skills but is essential for job completion. This unique book focuses on this emotional labor and what it takes to perform it.The authors weave a powerful narrative of stories from the trenches gleaned through interviews, focus groups, and survey data. They go beyond the veneer of service delivery to the real, live, person-to-person interactions that give meaning to public service.For anyone who has ever felt apathetic toward government work, the words of caseworkers, investigators, administrators, attorneys, correctional staff, and 9/11 call-takers all show the human dimension of bureaucratic work and underscore what it means to work "with feeling."
180 citations
Book•
30 Jun 2008
TL;DR: In conclusion: challenging current conceptualisations of emotional labour by synthesising Darwin and Freud with Interactionist Theory and Emotion and Personal and Social Identity.
Abstract: Do nurses still care? In today’s inflexible, fast-paced and more accountable workplace where biomedical and clinical models dominate health care practice, is there room for emotional labour?
Based on original empirical research, this book delves into personal accounts of nurses' emotion expressions and experiences as they emerge from everyday nursing practice, and illustrates how their emotional labour is adapting in response to a constantly changing work environment.
The book begins by re-examining Arlie Hochschild’s sociological notion of emotional labour, and combines it with Margaret Archer’s understanding of emotion and the inner dialogue. In an exploration of the nature of emotional labour, its historical and political context, and providing original, but easily recognisable, typology, Catherine Theodosius emphasises that it is emotion – complex, messy and opaque – that drives emotional labour within health care. She suggests that rather than being marginalised, emotional labour in nursing is frequently found in places that are hidden or unrecognised. By understanding emotion itself, which is fundamentally interactive and communicative, she argues that emotional labour is intrinsically linked to personal and social identity. The suggestion is made that the nursing profession has a responsibility to include emotional labour within personal and professional development strategies to ensure the care needs of the vulnerable are met.
This innovative volume will be of interest to nursing, health care and sociology students, researchers and professionals.
TL;DR: A critical review of the methodologies and the robustness of the validation and application studies that have used EI measures can be found in this paper, where the links between EI and other related theoretical perspectives such as emotional labour are considered.
Abstract: The concept of emotional intelligence (EI) has attaracted a huge amount of interest from both academics and practitioners and has become linked to a whole range of outcomes including career success, life satisfaction and health. Yet, the concept itself and the way in which it is measured continues to fuel considerable debate. This paper takes a critical review of the methodologies and the robustness of the validation and application studies that have used EI measures. In addition, the links between EI and other related theoretical perspectives such as emotional labour are considered
TL;DR: The concept of emotional labour should be introduced into preregistration programmes and nurses need to have time and a supportive environment to reflect, understand and discuss their emotional labour in caring for 'difficult' patients to deflate the dominant discourse about 'problem' patients.
Abstract: Title. Emotional labour underlying caring: an evolutionary concept analysis
Aim. This paper is a report of a concept analysis of emotional labour.
Background. Caring is considered as the essence of nursing. Underpinning caring, the internal regulation of emotions or the emotional labour of nurses is invisible. The concept of emotional labour is relatively underdeveloped in nursing.
Data sources. A literature search using keywords ‘emotional labour’, ‘emotional work’ and ‘emotions’ was performed in CINAHL, PsycINFO and REPERE from 1990 to January 2008. We analysed 72 papers whose main focus of inquiry was on emotional labour.
Review methods. We followed Rodgers’ evolutionary method of concept analysis.
Results. Emotional labour is a process whereby nurses adopt a ‘work persona’ to express their autonomous, surface or deep emotions during patient encounters. Antecedents to this adoption of a work persona are events occurring during patient–nurse encounters, and which consist of three elements: organization (i.e. social norms, social support), nurse (i.e. role identification, professional commitment, work experience and interpersonal skills) and job (i.e. autonomy, task routine, degree of emotional demand, interaction frequency and work complexity). The attributes of emotional labour have two dimensions: nurses’ autonomous response and their work persona strategies (i.e. surface or deep acts). The consequences of emotional labour include organizational (i.e. productivity, ‘cheerful environment’) and nurse aspects (i.e. negative or positive).
Conclusion. The concept of emotional labour should be introduced into preregistration programmes. Nurses also need to have time and a supportive environment to reflect, understand and discuss their emotional labour in caring for ‘difficult’ patients to deflate the dominant discourse about ‘problem’ patients.
Book•
01 Jan 2008
TL;DR: Maynard-Moody as discussed by the authors discusses the connection between public administration theory and practice and emotional labor, Verbal Judo, and artful affect, as well as the costs and benefits of emotional labor.
Abstract: List of Tables and Figures Foreword, Steven Maynard-Moody Acknowledgments 1. Emotional Labor and Public Service 2. The Disconnect Between Public Administration Theory and Practice 3. Governance, Demanding Publics, and Citizen Satisfaction 4. I'll Know It When I See It: Emotional Labor, Verbal Judo, and Artful Affect 5. Burnout versus Making a Difference: The Costs and Benefits of Emotion Work 6. Do Human Resource Practices Recognize Emotional Labor? 7. Pay Inequity as the Penalty of Emotion Work 8. Emotion Work Present and Future: Trends in Relational Occupations 9. Implications for Theory, Research, and Practice Appendix A. GNM Emotional Labor Questionnaire Appendix B. Research Design Appendix C. Variables for Regression Analysis Appendix D. Emotional Labor Scales Appendix E. Description of Job Occupants Appendix F. Factors Used in Analysis Bibliography About the Authors Index.
TL;DR: In this paper, the authors examine the care work performed by migrants in a West London hospital and show that the face-to-face emotional labour is characterized by the close and often intimate physical contact between carers and those they care for.
Journal Article•
TL;DR: The need for increased awareness of the emotional demands facing today’s nursing workforce as well as the need for more experienced nurses to serve as emotional mentors to those just entering the profession is suggested.
Abstract: Knowledge of the emotional demands facing today's nurses is critical for explaining how work stressors translate into burnout and turnover. Following a brief discussion of how the experience of burnout relates to the nursing shortage, we examine the scope of nurses' emotional experiences and demonstrate that these experiences may be particularly consequential for understanding the higher levels of burnout reported by younger nurses. Using survey data collected from 843 direct care hospital nurses, we show that, compared to their older counterparts, nurses under 30 years of age were more likely to experience feelings of agitation and less likely to engage in techniques to manage these feelings. Younger nurses also reported significantly higher rates of burnout and this was particularly true among those experiencing higher levels of agitation at work. We conclude by suggesting the need for increased awareness of the emotional demands facing today's nursing workforce as well as the need for more experienced nurses to serve as emotional mentors to those just entering the profession. Citation: Erickson, R., Grove, W., (October 29, 2007). "Why Emotions Matter: Age, Agitation, and Burnout Among Registered Nurses" Online Journal of Issues in Nursing. Vol. #13, No. #1. Available: www.nursingworld.org/MainMenuCategories/ANAMarketplace/ANAPeriodicals/OJIN/TableofContents/vol132008/No1Jan08/ArticlePreviousTopic/WhyEmotionsMatterAgeAgitationandBurnoutAmongRegisteredNurses.aspx Key words: anger, age, burnout, care work, emotions, emotional labor, emotion management, nursing shortage, nurse well-being, nursing work environment "You can recruit till the cows come home, and that's what we see nurse recruiters in hospitals doing. Pull out all the stops, do the sign-on bonuses, basically bribe them in some way to get them in the door. But until you can stop the bleeding, they're coming in the front door and leaving out the back door" (Bozell, 2004). In 2002, the Bureau of Labor Statistics (BLS) projected that the United States would be 800,000 registered nurses (RNs) short of the national need by the year 2020. Recently, this number has increased to over one million RNs short of the need by 2012 (BLS, 2004). Although there has been some indication that the entry of older nurses into the profession, along with efforts to recruit foreign-born nurses, have helped to ease the shortage, scholars project that the predicted trends are likely to continue (Auerbach, Buerhaus, & Steiger, 2007; Buerhaus, Donelan, Ulrich, Norman, & Dittus, 2006; Larkin, 2007). As such, the need for understanding the factors contributing to the nationwide shortage has never been greater. The current shortage is a problem of both supply and demand (American Hospital Association, 2006). As the population ages, there is increasing demand for nursing care both in hospitals and nursing homes (Hecker, 2001). At the same time, fewer individuals are choosing nursing as a career, the most experienced nurses are quickly approaching retirement age, and others have been leaving the profession before they reach retirement age citing poor working conditions as their reason for doing so (Buerhaus et al. 2006; Gordon, 2005; Hecker, 2001; Pinkham, 2003; van Betten, 2005). These trends have led many to speculate about the causes and solutions to the current shortage of registered nurses. In what follows, we show how attending to the emotional dimensions of nurses' work environments provides new insight into the experience of burnout and why younger nurses may be particularly at risk for experiencing high levels of burnout and, potentially, lower rates of retention. Burnout and the Nursing Shortage Burnout is a unique type of stress syndrome that is fundamentally characterized by "emotional exhaustion" (Cordes & Dougherty, 1993; Maslach, Schaufeli, & Leiter, 2001). Because of the nature of their work, health care professionals are at especially high risk for experiencing the emotional exhaustion component of burnout. …
TL;DR: The authors examined the effects of a subtype of personal resources (i.e., emotional resources) on emotional labor strategies and found that individuals with high level of emotional resources are more likely than others to deep act, and individuals with comparatively low emotional resources (indicated by high negative affectivity) were more likely to surface act.
Abstract: The study examines the effects of a subtype of personal resources (i.e., emotional resources) on emotional labor strategies. We examined 2 variables, emotional intelligence and negative affectivity, as proxies for emotional resources. Largely consistent with predictions, results indicated that individuals with a high level of emotional resources (indicated by high emotional intelligence) are more likely than others to deep act, and individuals with comparatively low emotional resources (indicated by high negative affectivity) are more likely than others to surface act. The differential effects of surface acting and deep acting on strain and job satisfaction were examined. Depressed mood was found to mediate the relationship between surface acting and job satisfaction.
TL;DR: Longstanding emotion work issues must be addressed before nurses will engage collaboratively in collaborative nursing practice, and the refining of holistic nursing information, and reflections on practice by all interprofessional team members are suggested.
Abstract: Title. Nursing emotion work and interprofessional collaboration in general internal medicine wards: a qualitative study
Aim. This paper is a report of a study to examine nursing emotion work and interprofessional collaboration in order to understand and improve collaborative nursing practice.
Background. Nursing standards identify collaborative practice as necessary for quality patient care yet many nurses are often reluctant to participate in interprofessional teams. Strategies intended to improve participation often fail which suggests that the factors underpinning nurses’ disinclination towards interprofessional collaboration have yet to be understood. The concept of emotion work has not been applied to nursing interprofessionalism, and holds the potential to improve collaborative practice. Nursing emotion work is defined as the management of the emotions of self and others in order to improve patient care.
Methods. Qualitative data were collected in 2006 using non-participant observation, shadowing and semi-structured interviews with nursing, medical and allied professionals in the general internal medicine wards of three hospitals in urban Canada.
Findings. Nurses’ collaborations with other professionals are influenced by emotion work considerations. The establishment and maintenance of a nursing esprit de corps, corridor conflicts with physicians, and the failure of the interdisciplinary team to acknowledge the importance of nursing’s core caring values are important factors underpinning nurses’ interprofessional disengagement.
Conclusion. Longstanding emotion work issues must be addressed before nurses will engage collaboratively. We suggest improving nursing collaboration through the refining of holistic nursing information, and reflections on practice by all interprofessional team members.
TL;DR: In this paper, the authors examined whether the service worker's display of smiles in the service encounter has an effect on customer satisfaction and found that the smiling service worker produced a higher level of customer satisfaction than the neutral service worker, regardless of the sex of the service workers and the participant's gender.
Abstract: Purpose – The purpose of this paper is to examine if the service worker's display of smiles in the service encounter has an effect on customer satisfaction.Design/methodology/approach – An experimental design was used in which participants (N=220) were randomly allocated to one of four service encounters. Two variables were manipulated; the service worker with whom the participant interacted had either a neutral facial expression or a smiling facial expression, and the service worker was either male or female.Findings – The smiling service worker produced a higher level of customer satisfaction than the neutral service worker, regardless of the sex of the service worker (and the sex of the participant). In addition, the results indicate that this outcome involved both emotional contagion and affect infusion.Originality/value – This paper extends the service literature's discourse on the impact of the service worker's smile behavior on customer satisfaction by including intermediate variables such as appra...
22 Feb 2008
TL;DR: In this article, the authors identify strategies used by hotels as they assist their employees in dealing with the realities of emotional labor and emphasize the important role of managing behavior and emotions in the delivery of quality service.
Abstract: As the interaction between the service provider and guest is at the core of the service experience, this study emphasizes the important role of managing behavior and emotions in the delivery of quality service. This study attempts to identify strategies used by hotels as they assist their employees in dealing with the realities of emotional labor.
TL;DR: The literature on emotional labor and health care is examined to demonstrate the potential for emotional labor research to inform how social and medical scientists think about health care and how examining healthcare contexts has contributed to the scientific understanding of emotional labor processes.
Abstract: We examine the literature on emotional labor and health care to demonstrate the potential for emotional labor research to inform how social and medical scientists think about health care and how examining healthcare contexts has contributed to the scientific understanding of emotional labor processes. In doing so, we first review the key terms and definitions that are used within the emotion management perspective and evaluate the ways in which power differences have remained largely implicit features of research on emotional labor in healthcare settings. Finally, we explore how the increasing economic rationalization of health care may be influencing the emotional experiences of today’s healthcare professionals and the implications of this trend for future research on emotional labor and the health and well-being of care providers and their patients.
TL;DR: This article used a differential salience demands-resources model to explore how self-focused and other-focused job-related emotional labor are associated with bidirectional measures of work-family conflict and facilitation.
Abstract: This article used a differential salience demands-resources model to explore how self-focused (i.e., surface and deep acting) and other-focused (i.e., emotional enhancement and relationship management) job-related emotional labor are associated with bidirectional measures of work-family conflict and facilitation. Results indicated that surface acting was related positively with time-, strain-, and behavior-based work-family conflict and was associated negatively with work-to-family facilitation. Emotional enhancement was linked negatively to time-based work-to-family conflict and strain-based family-to-work conflict. Finally, relationship management was related negatively to both directions of behavior-based work-family conflict, but was associated positively with both directions of work-family enhancement. Results support the expansion of job-related emotional labor to include other- as well as self-focused aspects.
30 Sep 2008
TL;DR: The authors conducted a qualitative study of the UK Fire Service to uncover the ways in which these masculine codes and values were evident amidst the daily working lives of a group of full-time, male firefighters.
TL;DR: In this article, the authors investigated the relationship of emotional work with emotional exhaustion and a variety of attitudes towards the job and the organization in a sample of Hellenes (Greek) employees in the banking industry who were performing frontline service jobs.
Abstract: The relationship of emotional work with emotional exhaustion and a variety of attitudes towards the job and the organization was investigated in a sample of Hellenes (Greek) employees in the banking industry who were performing frontline service jobs. Emotion work was conceptualized and operationalized in terms of five dimensions: surface acting, deep acting, frequency of emotional display, intensity of displayed emotion, and variety of displayed emotions. The results suggested a weak mediating role of emotional exhaustion in the relationship between emotion work and work attitudes. The results also revealed the presence of a substantial number of interaction effects in the relationship of emotion work with emotional exhaustion and work attitudes. In particular, emotion work was related to emotional exhaustion solely by means of interactions, and the largest part of the relationship of emotion work with work attitudes was also due to interaction effects. In the cases that main effects were present these were mainly caused by an allegedly secondary dimension of emotion work, the variety of displayed emotions, and not by any of the primary dimensions. The national cultural characteristics provided an account for the identified relationship pattern between emotion work, emotional exhaustion and work attitudes. In general, the study revealed the importance of the interactions between the dimensions of emotion work, and was also suggestive of the role of the national cultural context in the way emotion work is associated with outcomes that are of interest to employees and organizations.
TL;DR: In this article, the authors consider processes of both emotional labor and emotional work in the financial planning profession and propose research questions regarding the roles of emotion and communication in financial planning, which are investigated in a web-based survey of almost 300 professional financial planners and supporting interviews with 14 financial planners.
Abstract: There is growing interest in the role of emotion when considering communication in the workplace. This work has most often considered workers in front-line service positions in investigations of emotional labor, and human service workers in investigations of empathy and emotional work. In this study, we consider processes of both emotional labor and emotional work in the financial planning profession. Financial planners occupy a role requiring ongoing relationships with clients, conversations about the often emotional topic of money, and a need to manage emotion in a variety of interaction contexts. Thus, from extant theory and literature regarding emotion and communication, we proposed research questions regarding the roles of emotional labor and emotional work in the financial planning profession. These questions were investigated in a web-based survey study of almost 300 professional financial planners and supporting interviews with 14 financial planners. Results indicate support for existing theory on...
TL;DR: In this article, the authors present a case of jointly produced passion work, which is emotional labor designed to elicit a strong response from subjects through an impression of extreme states such as pain, agony, or suffering.
Abstract: This paper presents a case of jointly produced passion work. Passion work is emotional labor designed to elicit a strong response from subjects through an impression of extreme states such as pain, agony, or suffering. Based on an ethnographic investigation of professional wrestling participants, this study analyzes the backstage emotion teamwork that takes place within the self and with other performers. The study traces how performers do this physical labor and the social consequences of such work. The findings demonstrate that a) social rewards are intrinsic to performances of passion work, b) jointly produced passion work allows for the sort of breadth that is difficult to achieve in solo emotional work, and c) emotional labor shapes identity in recreational performances of the body.
TL;DR: In this article, the authors investigated the relationship between six characteristics of call center work environments, burnout, affective commitment and turnover intentions, and found that burnout had a direct effect on turnover intentions.
Abstract: The aim of this study was to investigate the relationship between six characteristics of call centre work environments, burnout, affective commitment and turnover intentions. These characteristics were competing management goals, work overload, electronic performance monitoring, lack of career opportunities, lack of skill variety and emotional labour. A convenient sample of employees (N = 146) was obtained from a call centre. Multiple regression analysis showed that work overload, lack of career opportunities, skill variety and emotional labour were the most important predictors of burnout. Burnout had a direct effect on turnover intentions. Affective commitment partially mediated the relationship between burnout and turnover intention.