Showing papers on "Emotional labor published in 2011"
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.
Abstract: This article provides a quantitative review of the link of emotional labor (emotion-rule dissonance, surface acting, and deep acting) with well-being and performance outcomes. The meta-analysis is based on 494 individual correlations drawn from a final sample of 95 independent studies. Results revealed substantial relationships of emotion-rule dissonance and surface acting with indicators of impaired well-being (ρs between .39 and .48) and job attitudes (ρs between -.24 and -.40) and a small negative relationship with performance outcomes (ρs between -.20 and -.05). Overall, deep acting displayed weak relationships with indicators of impaired well-being and job attitudes but positive relationships with emotional performance and customer satisfaction (ρs .18 and .37). A meta-analytic regression analysis provides information on the unique contribution of emotion-rule dissonance, surface acting, and deep acting in statistically predicting well-being and performance outcomes. Furthermore, 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. Implications for future research as well as pragmatic ramifications for organizational practices are discussed in conclusion.
876 citations
TL;DR: This paper examined the daily relationship between customers' mistreatment of employees and employee sabotage of customers, as well as employees' individual and individual-and resource perspectives, taking emotion and resource perspectives.
Abstract: Taking emotion and resource perspectives, we examined the daily relationship between customers' mistreatment of employees and employee sabotage of customers, as well as employees' individual- and u...
385 citations
TL;DR: This paper examined within-individual relationships among emotional labor, negative and positive affective states, and work withdrawal, as well as the moderating role of work withdrawal in a work environment.
Abstract: Using experience-sampling methodology, we examined within-individual relationships among emotional labor, negative and positive affective states, and work withdrawal, as well as the moderating role...
341 citations
TL;DR: Using a sample of registered nurses working in different units of a hospital system, the first empirical evidence that display rules can be represented as shared, unit-level beliefs is provided, and it is found that unit- level display rules are associated with individual-level job satisfaction.
Abstract: Emotional labor theory has conceptualized emotional display rules as shared norms governing the expression of emotions at work. Using a sample of registered nurses working in different units of a hospital system, we provided the first empirical evidence that display rules can be represented as shared, unit-level beliefs. Additionally, controlling for the influence of dispositional affectivity, individual-level display rule perceptions, and emotion regulation, we found that unit-level display rules are associated with individual-level job satisfaction. We also showed that unit-level display rules relate to burnout indirectly through individual-level display rule perceptions and emotion regulation strategies. Finally, unit-level display rules also interacted with individual-level dispositional affectivity to predict employee use of emotion regulation strategies. We discuss how future research on emotional labor and display rules, particularly in the health care setting, can build on these findings.
284 citations
TL;DR: It is argued that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions and the employee'sSelf-efficacy when faking emotions, which moderate 3 out of 4 relationships.
Abstract: Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories.
280 citations
TL;DR: The authors examined relationships between emotional labour, burnout, and job satisfaction in a sample of UK teachers and found that social support mitigates the negative impact of emotional demands on emotional exhaustion, feelings of personal accomplishment and job satisfactio...
Abstract: Although teaching has been described as a profoundly emotional activity, little is known about the emotional demands faced by teachers or how this impacts on their well-being. This study examined relationships between ‘emotional labour’, burnout (emotional exhaustion, depersonalisation and personal accomplishment) and job satisfaction in a sample of UK teachers. Also examined was whether workplace social support moderated any relationships found between emotional labour and strain. The relationship between job experience and emotional labour was also investigated. Six hundred and twenty-eight teachers working in secondary schools in the UK completed questionnaires. Significant associations were observed between emotional labour and all outcomes, with a positive relationship found between emotional labour and personal accomplishment. Some evidence was found that social support mitigates the negative impact of emotional demands on emotional exhaustion, feelings of personal accomplishment and job satisfactio...
273 citations
263 citations
TL;DR: In this article, the authors investigated the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover, and found that surface acting is directly related to employee turnover and emotional exhaustion, while deep acting was not linked to these outcomes.
214 citations
TL;DR: Early childhood education and care (ECEC) has a legitimate aspiration to be a "caring profession" like others such as nursing or social work, defined by a moral purpose as discussed by the authors.
Abstract: This paper argues that early childhood education and care (ECEC) has a legitimate aspiration to be a ‘caring profession’ like others such as nursing or social work, defined by a moral purpose. For example, practitioners often draw on an ethic of care as evidence of their professionalism. However, the discourse of professionalism in England completely excludes the ethical vocabulary of care. Nevertheless, it necessarily depends on gendered dispositions towards emotional labour, often promoted by training programmes as ‘professional’ demeanours. Taking control of the professionalisation agenda therefore requires practitioners to demonstrate a critical understanding of their practice as ‘emotion work’. At the same time, reconceptualising practice within a political ethic of care may allow the workforce, and new trainees in particular, to champion ‘caring’ as a sustainable element of professional work, expressed not only in maternal, dyadic key‐working but in advocacy for care as a social principle.
168 citations
TL;DR: It is proposed that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion.
Abstract: Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who tended to use deep acting exceeded their customers' expectations and had greater financial gains (i.e., tips) regardless of extraversion, whereas surface acting improved tips only for extraverts, not for introverts. In Study 2, a call center simulation, deep acting improved emotional performance and increased the likelihood of extrarole service behavior beyond the direct and interactive effects of extraversion and other Big Five traits. In contrast, surface acting reduced emotional performance for introverts and not extraverts, but only during the extrarole interaction. We discuss implications for incorporating traits into emotional labor research and practice.
TL;DR: Despite the emotional impact of emergency deaths, nurses who invest their therapeutic self into the nurse-patient relationship are able to manage the emotional labour of caring for the dying and their relatives through the development of emotional intelligence.
Abstract: AIMS AND OBJECTIVES:
This paper explores how emergency nurses manage the emotional impact of death and dying in emergency work and presents a model for developing expertise in end-of-life care delivery.
BACKGROUND:
Care of the dying, the deceased and the bereaved is largely conducted by nurses and nowhere is this more demanding than at the front door of the hospital, the Emergency Department. Whilst some nurses find end-of-life care a rewarding aspect of their role, others avoid opportunities to develop a relationship with the dying and bereaved because of the intense and exhausting nature of the associated emotional labour.
DESIGN:
Qualitative study using unstructured observations of practice and semistructured interviews.
METHODS:
Observation was conducted in a large Emergency Department over 12 months. We also conducted 28 in-depth interviews with emergency staff, patients with terminal illnesses and their relatives.
RESULTS:
Emergency nurses develop expertise in end-of-life care giving by progressing through three stages of development: (1) investment of the self in the nurse-patient relationship, (2) management of emotional labour and (3) development of emotional intelligence. Barriers that prevent the transition to expertise contribute to occupational stress and can lead to burnout and withdrawal from practice.
CONCLUSIONS:
Despite the emotional impact of emergency deaths, nurses who invest their therapeutic self into the nurse-patient relationship are able to manage the emotional labour of caring for the dying and their relatives through the development of emotional intelligence. They find reward in end-of-life care that ultimately creates a more positive experience for patients and their relatives.
RELEVANCE TO CLINICAL PRACTICE:
The emergency nurse caring for the dying patient is placed in a unique and privileged position to make a considerable impact on the care of the patient and the experience for their family. This model can build awareness in managing the emotive aspects involved in care delivery and develop fundamental skills of nursing patients near the end of life.
TL;DR: In this paper, the authors examined how emotional intelligence (EI) affects emotional exhaustion (burnout) resulting from emotional labor, and how emotional exhaustion influences an individual's job performance in terms of organizational commitment and job satisfaction.
Abstract: In this paper we examined how emotional intelligence (EI) affects emotional exhaustion (burnout) resulting from emotional labor, and how emotional exhaustion influences an individual’s job performance in terms of organizational commitment and job satisfaction. Partial least squares regression analyses were conducted on data from 295 retail sales employees in South Korea. Of the 4 factors identified in the EI model developed by Schutte et al. (1998) we found that 3 (appraisals of emotions, optimism, and social skills) were negatively associated with emotional exhaustion but the fourth factor of utilization of emotion showed no significant links with emotional exhaustion. Emotional exhaustion was found to be negatively related to job performance in terms of organizational commitment and job satisfaction and the mediating effect of emotional exhaustion was confirmed in the relationship between job performance and appraisals of emotions, optimism, and social skills as factors in emotional intelligence.
TL;DR: In this paper, the authors examined how and why emotion regulation is carried out by nurses, focusing on the in situ experiences of nurses and found that the manipulation of emotional boundaries, to create an emotional distance or connection with patients and their families, emerged as a nascent strategy to manage anticipated, evolving, and felt emotions.
Abstract: The management of emotions at work has been conceptualized in terms of its association with emotional inauthenticity and dissonance. In contrast, we integrate the idea of emotion regulation at work with basic strategic and adaptive functions of emotion, offering a new way of understanding how emotions can be harnessed for task achievement and personal development. Through a content analysis of interview data we examined how and why emotion regulation is carried out by employees, focusing on the in situ experiences of nurses. The manipulation of emotional boundaries, to create an emotional distance or connection with patients and their families, emerged as a nascent strategy to manage anticipated, evolving, and felt emotions. The emotional boundary perspective offers possibilities for knowledge development that are not rooted in assumptions about the authenticity of emotion or the professional self but that instead account for the dynamic, complex, multi-layered, and adaptive characteristics of emotion man...
Book•
07 Jul 2011
TL;DR: In this article, the authors discuss the physical and emotional labor of home care and the rewards of care in terms of the costs of caring and doing the dirty work of caregiving, and propose a framework to improve the conditions of paid caregiving.
Abstract: Acknowledgments Introduction: On the Front Lines of Care 1. The Costs of Caring 2. Doing the Dirty Work: The Physical and Emotional Labor of Home Care 3. The Rewards of Caring 4. Organizing Home Care Conclusion: Improving the Conditions of Paid Caregiving Appendix: Methods Notes References Index
TL;DR: In this article, the authors investigated the emotional experience, expression, and regulation processes of high-quality Japanese elementary school teachers while they interact with children, in terms of teachers' emotional competence.
TL;DR: This paper found no statistically significant relationship between guide-reported acting and visitor perceptions of acting, and the results of hierarchical linear modelling found that visitors' perceptions of deep and surface acting were related to visitor outcomes in the expected direction.
TL;DR: The results suggest that emotional labor be not necessarily detrimental to workers' engagement, and instead, the impact of emotional labor hinges upon workers' ability to correctly identify interaction partners' emotions.
Abstract: There is ample empirical evidence for negative effects of emotional labor (surface acting and deep acting) on workers' well-being. This study analyzed to what extent workers' ability to recognize others' emotions may buffer these effects. In a 4-week study with 85 nurses and police officers, emotion recognition moderated the relationship between emotional labor and work engagement: Workers with high emotion recognition engaging in emotional labor did not report lower work engagement after 4 weeks, whereas those with low emotion recognition did. These effects pertained to both surface and deep acting. The results suggest that emotional labor be not necessarily detrimental to workers' engagement. Instead, the impact of emotional labor hinges upon workers' ability to correctly identify interaction partners' emotions.
TL;DR: In this paper, the authors examined how emotional labor [surface acting (SA) and deep acting] and work-family conflict contribute to explaining variance in burnout (emotional exhaustion and depersonalization).
Abstract: With the increasing number of women in the workforce, there is a need to understand how the interrelationship between emotions and the demands of work and family influence their well-being. This study examined how emotional labor [surface acting (SA) and deep acting] and work–family conflict contribute to explaining variance in burnout (emotional exhaustion and depersonalization). In a sample of 102 married, female Malay teachers, with at least one child living at home, results showed that SA was positively associated with emotional exhaustion and depersonalization. The results also showed that work–family conflict mediated the relationship between emotional labor and burnout. However, no moderation effect of work–family on the SA–burnout relationship was found. The results are discussed with respect to the general literature on the stress–strain relation and work–family conflict.
TL;DR: In this article, the authors examine the relation between transactional leadership and team innovativeness by focusing on the moderating role of emotional labor and the mediating role for team efficacy.
Abstract: Purpose – Drawing on the contingency perspective of leadership, the purpose of this paper is to examine the relation between transactional leadership and team innovativeness by focusing on the moderating role of emotional labor and the mediating role of team efficacy. The authors propose and empirically test the hypothesis that the relation between transactional leadership and team innovativeness is negative when the level of emotional labor is high whereas the relation is positive when the level of emotional labor is low. The authors further examine the process mechanism of this interactive effect by testing the mediating role of team efficacy.Design/methodology/approach – In total, 90 Chinese work teams, comprising 462 members and 90 team leaders, were surveyed. Hierarchical regression analyses were performed and moderated causal steps approach applied to test the authors' mediated moderation model.Findings – As predicted, transactional leadership was negatively associated with team innovativeness when ...
TL;DR: This paper examined the mediating role of emotional labor in the relationship between the big five, emotional exhaustion and organizational citizenship behaviors using structural equation modeling and found that emotionally unstable individuals tended to surface act and this was associated with increased emotional exhaustion, agreeable and extraverted individuals engaged in more deep acting and this had a positive association with self-reported citizenship behaviors.
01 Jan 2011
TL;DR: Ashkanasy and Jordan as mentioned in this paper pointed out that the existing theories of leadership continue to emphasize isolated individual characteristics such as emotional intelligence, and recommended that scholars need to broaden their perspective to include the influence of leadership at all levels of management.
Abstract: The idea that emotions play an important role in management and leadership is not really all that new. Mastenbroek (2000), for example, detailed how emotion has been a central feature of organizational management for over 2000 years. In the leadership literature, Redl (1942) was the first to report on the powerful effect of leaders on the emotional makeup of work groups; and emotions are featured in the early theories of leadership and management. For example, Fayol (1916/1949) noted that leaders needed to understand all aspects of their subordinates psyche, including their emotional states. More recently, Weiss and Brief (2001) detailed how emotions at work figured prominently in the early theories of organizational behavior. Today, most theories of leadership, especially charismatic and transformational leadership, have become inherently emotional (e.g., see Shamir & Howell, 1999, on charismatic leadership; and Ashkanasy & Tse, 2000, on transformational leadership). Despite this, and as Ashkanasy and Jordan (2008) recently observed, leadership scholars have in general been slow to develop broadly-based theories of leadership that incorporate an emotional dimension. In fact, it was not until 1995 that interest in emotions and leadership began to receive mainstream attention. This was the year Ashforth and Humphrey (1995) published ‘Emotion in the workplace: a reappraisal.’ Also published in the same year was the best-selling book by Goleman (1995), Emotional intelligence: why it can matter more than IQ. The problem at that point in time, however, continued to be lack of a theoretical foundation for incorporating emotional dimensions into the prevailing theories of leadership. For example, Yukl (1999) noted that contemporary theories of charismatic and transformational leadership tended to focus on dyadic relationships, rather than trying to understand interpersonal processes such as emotion. This position began to change rapidly in the early years of the 2000s, with the appearance of theoretical models by Ashkanasy and Tse (2000), Barbuto and Burbach (2006), Caruso, Mayer and Salovey (2002), and George (2000). These were followed by a string of empirical studies, especially focusing on the role of emotional intelligence (e.g., see Gardner & Stough, 2002; Wolff, Pescosolido, & Druskat, 2002; Wong & Law, 2002), culminating in a Special Issue of The Leadership Quarterly, guest-edited by Humphrey (2002). Despite this progress, and as Ashkanasy and Jordan (2008) pointed out, the existing theories of leadership continue to emphasize isolated individual characteristics such as emotional intelligence. Ashkanasy and Jordan recommended that scholars need to broaden their perspective to include the influence of leadership at all levels of
TL;DR: The emotional stress the authors experienced while coding semistructured, after-death interviews conducted with 38 next of kin of deceased veterans is described to generate an expanded discourse on how qualitative inquiry impacts the emotional well-being of researchers.
Abstract: Qualitative researchers who explore the individual’s experience of health, illness, death, and dying often experience emotional stress in their work. In this article, we describe the emotional stress we experienced while coding semistructured, after-death interviews conducted with 38 next of kin of deceased veterans. Coding sensitive topic data required an unexpected level of emotional labor, the impact of which has not been addressed in the literature. In writing this discussion article, we stepped back from our roles as interviewers/coders and reflected on how our work affected us individually and as a team, and how a sequence of exposures could exert a cumulative effect for researchers in such a dual role. Through this article, we hope to generate an expanded discourse on how qualitative inquiry impacts the emotional well-being of researchers.
TL;DR: This paper examined the emotional complexities and stresses associated with national identity management (accent modification, the use of western pseudonyms and location masking) and customer-instigated racial abuse in offshored Indian call centres.
Abstract: This article examines the emotional complexities and stresses associated with national identity management (accent modification, the use of western pseudonyms and location masking) and customer-instigated racial abuse in offshored Indian call centres. Drawing on 77 semi-structured interviews with frontline employees in Bangalore, the research reveals that although call centre agents can find identity management beneficial in easing customer apprehensions and in achieving organizational performance targets, such identity regulation can result in the experience of stress, role ambiguity and work alienation. The article demonstrates that employees need to manage the stigma relating to their ‘Indian’ identity in order to fulfil the challenges of aesthetic and emotional labour. Furthermore, the article explains how the mobilization of aesthetic labour through stigma management can intensify frontline worker experiences of emotional labour.
TL;DR: In this article, the authors look to the female service worker who does emotional labor to alter her state of estrangement and whose narrative may be that of “free choice.”
Abstract: As American society has become ever more dominated by the market, sociological interest in commodification has paradoxically declined. Marx, among others, noted how a worker can become estranged from his work—the doing of it, the tools of it, and the product resulting from it. Consumers can become estranged from all these, too. As workers and consumers today, we often detach ourselves from what we make and buy, and extreme forms of detachment we can call estrangement or alienation. Marx's iconic worker was (a) the nineteenth-century male factory worker for whom (b) estrangement was a static state (c) about which the victim had no narrative. In today's economy, we can look to the female service worker who does emotional labor to alter her state of estrangement and whose narrative may be that of “free choice.” Is the commercial surrogate I met in a for-profit clinic in India an autonomous agent in a free market, I wondered, or is she the latest version of Marx's “alienated man”? This essay grapples with tha...
Book•
02 Dec 2011
TL;DR: This book discusses death and Dying in Hospital: The Ultimate Emotional Labour, the Caring Trajectory: Caring Styles and Capacity Over Time, and the Ward Sister and the Infrastructure of Emotion Work.
Abstract: Caring and Compassion.- Putting Their Toe in the Water: Collecting, Testing and Expecting Nurses to Care.- Nothing is Really Said About Care: Defining Nursing Knowledge.- You Learn From What's Wrong with the Patient: Defining Nursing Work.- The Ward Sister and the Infrastructure of Emotion Work: Making it Visible on the Ward from Ward Sister to Ward Manager and the Role of the Mentor.- Death and Dying in Hospital: The Ultimate Emotional Labour.- The Caring Trajectory: Caring Styles and Capacity Over Time.- Conclusions.
TL;DR: A need to develop programs for nurses to increase self-efficacy and to control the emotion is indicated, and the need for further studies to examine causal relationship among burn out, emotional labor and self- efficacy is examined.
Abstract: Purpose: This study was conducted to investigate the relationship of burn out, emotional labor and self-efficacy in nurses, and to identify predictors of burnout. Method: The participants were 268 nurses working in C university hospital in G city. Data were collected from May 1 to May 31, 2010, and analyzed using SPSS/WIN 12.0. Results: The mean score per item for burnout was 3.13, the mean emotional labor score was 3.15, and the mean of self-efficacy score was 3.42. Burnout showed negative correlation with self-efficacy (r=-.339, p=.000), and showed positive correlation with emotional labor (r=.511, p=.000). Variables that predicted burnout were emotional labor, self-efficacy, gender, number of assigned patient per duty (37.8%). Conclusion: The findings of this study indicate a need to develop programs for nurses to increase self-efficacy and to control the emotion, and the need for further studies to examine causal relationship among burn out, emotional labor and self-efficacy.
TL;DR: In this article, a structural equation modeling approach is used to identify the complex relationships inherent among emotional labor and other relevant factors, namely, personality, culture, work experience, job autonomy, and job satisfaction; job satisfaction was identified as being dependent on emotional labour and all other variables were identified as independent.
TL;DR: In this paper, a model of service employees' intention to quit their job is proposed, which includes a new construct, perceived customer unfriendliness, which is linked with several employee-related variables.
TL;DR: In this article, a survey study of 2201 employees from a large mobile phone company investigated how perceived organizational support and gender moderate the impact of emotional labor strategies on employee strain, including turnover intentions, job satisfaction, burnout, and mental wellbeing.
Abstract: This survey study of 2201 employees from a large mobile phone company investigated how perceived organizational support (POS) and gender moderate the impact of emotional labor strategies on employee strain. Emotional labor strategies were related to employee strain, including turnover intentions, job satisfaction, burnout, and mental wellbeing in the expected directions. POS moderated these relationships such that POS was related to more positive outcomes for employees who engaged in deep acting but exacerbated negative outcomes for employees who engaged in surface acting. Gender moderated these relationships such that women were more likely than men to report positive consequences when engaging in deep acting. POS and gender interacted with deep acting in predicting cynicism such that POS was related to reduced cynicism in response to deep acting for women but not for men. These results indicate that organizational policies and training opportunities aimed at improving POS and use of deep acting over surface acting could be valuable for organizations. Results also illuminate the important and complicated moderating role of POS and gender in the emotional labor process. Future research directions for scholars investigating the emotional labor process, its consequences, moderators and its cross-cultural relevance are discussed. Copyright © 2010 John Wiley & Sons, Ltd.