Showing papers on "Emotional labor published in 2018"

Emotional Labor and Burnout: A Review of the Literature

Abstract: This literature review was conducted to investigate the association between emotional labor and burnout and to explore the role of personality in this relationship The results of this review indicate that emotional labor is a job stressor that leads to burnout Further examination of personality traits, such as self-efficacy and type A behavior pattern, is needed to understand the relationships between emotional labor and health outcomes, such as burnout, psychological distress, and depression The results also emphasized the importance of stress management programs to reduce the adverse outcomes of emotional labor, as well as coping repertories to strengthen the personal potential suitable to organizational goals Moreover, enhancing employees' capacities and competence and encouraging a positive personality through behavior modification are also necessary

Emotional intelligence, emotional labor, coach burnout, job satisfaction, and turnover intention in sport leadership

Abstract: Research Question(s): Emotions play a critical role in the leadership process. Relatively little is known about the management of emotions and its impact on individual well-being within the realm o...

Interpersonal Emotion Regulation in the Workplace: A Conceptual and Operational Review and Future Research Agenda

Abstract: Employees need to regulate their own emotions as well as the emotions of others to enhance the quality of interactions with their colleagues. How well this is achieved has important outcomes for both employees and the organizations in which they work. In the field of organizational science, however, differing approaches have emerged regarding the conceptualization and operationalization of emotion regulation (ER) particularly in terms of interpersonal interactions. The present review examines contemporary theoretical perspectives of ER and its measurement with a view to resolving the confusion that currently exists around interpersonal ER in a workplace context. To understand how this field of research has developed so diversely, the authors begin by demonstrating the influence of three major individual-level ER models on interpersonal-level approaches: (1) the ER process model; (2) emotional labor; and (3) emotional intelligence. Moreover, to make sense of the range of interpersonal-level research underpinned by these theories, the authors present a 2×2 categorization, developed by Zaki and Williams (2013), which shows how workplace researchers have variously approached interpersonal ER as an intrinsic vs. extrinsic process, with activation of either response-dependent or response-independent categories. This categorization broadly shows interpersonal ER theory used in work contexts tends to fall into four groupings as: (1) a purely extrinsic process; (2) a differentiation of extrinsic interpersonal from intrinsic individual ER; (3) co-occurring intrinsic and extrinsic interpersonal ER; or (4) interpersonal coregulation. This paper also discusses the measurement of interpersonal ER and concludes by highlighting emerging research directions.

Identity Work and Emotions: A Review

Abstract: This paper reviews the empirical literature on identity work and identifies two distinct approaches to incorporating emotion. The majority of empirical studies use emotion to describe the experiences of identity work. In doing so, the authors (a) mention the emotions that people feel in situations that trigger identity work, (b) illustrate identity work as an emotional endeavour, and (c) describe the emotional impact of successful and unsuccessful identity work. There is also an emerging literature that examines the mutual constitution of emotions and identity work. These authors address emotional labour, affective social identification, emotional attachment and detachment, and humour when studying identity work. This paper suggests that, to understand better the relation between emotions and identity work, future research should examine the role of emotions in problematizing identity, the emotional constitution of the identity work experience, the intersection of emotions and other ways of knowing the self, and the links between emotions and power in identity work.

"I Can Never Be Too Comfortable": Race, Gender, and Emotion at the Hospital Bedside.

Abstract: In this article, we examine how race and gender shape nurses' emotion practice. Based on audio diaries collected from 48 nurses within two Midwestern hospital systems in the United States, we illustrate the disproportionate emotional labor that emerges among women nurses of color in the white institutional space of American health care. In this environment, women of color experience an emotional double shift as a result of negotiating patient, coworker, and supervisor interactions. In confronting racist encounters, nurses of color in our sample experience additional job-related stress, must perform disproportionate amounts of emotional labor, and experience depleted emotional resources that negatively influence patient care. Methodologically, the study extends prior research by using audio diaries collected from a racially diverse sample to capture emotion as a situationally emergent and complex feature of nursing practice. We also extend research on nursing by tracing both the sources and consequences of unequal emotion practices for nurse well-being and patient care.

Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization:

Abstract: Drawing on Hobfoll’s conservation of resources theory and Maslach’s burnout theory, this study proposed and tested a conceptual model depicting relationships among the two forms of emotional labor ...

Professional identity and the Clinical Research Nurse: A qualitative study exploring issues having an impact on participant recruitment in research.

Abstract: Aims The aim of this study was to explore the experiences of Clinical Research Nurses, with an emphasis on factors that may have an impact on successful study delivery. Background The Clinical Research Nurse workforce is pivotal to improving health outcomes through supporting research-active health economies. Investment in research infrastructure has led to nurses and midwives increasingly undertaking extended roles to deliver clinical research. Despite such opportunities, the recruitment of sufficient participants into research studies remains problematic. A growing body of literature is exploring barriers to successful study delivery, indicating the emergence of a caring-recruiting dichotomy in clinical research staff. Design This qualitative study investigates the experiences of Clinical Research Nurses delivering research in the United Kingdom National Health Service. Methods Four Focus groups (total 19 participants) were conducted in a large North East National Health Service Foundation Trust from November 2015 - February 2016. Findings Thematic analysis identified perceptions of the role in the wider context of professional identity. Role transition, altered relationships and workload complexity, affected participants’ practice, leading to inconsistency between core clinical values and perceived identities as research delivery staff. A duty of care as patient advocates contrasted elements of the work reflecting that of salespeople. The emotional labour of approaching patients and unease regarding peer perceptions of the Clinical Research Nurse role, affected the positive aspects of research delivery. Conclusion Professional-identity and self-concept appear to have an impact on practice in a research delivery role. Further research should explore these issues further, to enlighten the basis on which such feelings are positioned and to work towards practical solutions.

Austerity policing, emotional labour and the boundaries of police work: an ethnography of a police force control room in England

Abstract: This article discusses the changing role of policing in an era of austerity from the perspective of frontline civilian police staff (call handlers and dispatchers) in a force control room (FCR). It draws on a symbolic interactionist framework and the concept of emotional labour (Hochschild 1979; 1983[2012]) in order to explore the emotional responses and strategies engaged in by staff when responding to 101 non-emergency calls and 999 emergency calls. The clash of public and police expectations, and the emotional labour expended when managing this clash, provide a valuable insight into the frontline staff perspective on the changing role of the police under austerity. Data is drawn from ethnographic fieldwork in the control room of a police force in England.

Impact of resilience and job involvement on turnover intention of new graduate nurses using structural equation modeling

Abstract: Aims Nurses' turnover intention is not just a result of their maladjustment to the field; it is an organizational issue. This study aimed to construct a structural model to verify the effects of new graduate nurses' work environment satisfaction, emotional labor, and burnout on their turnover intention, with consideration of resilience and job involvement, and to test the adequacy of the developed model. Methods A cross-sectional study and a structural equation modelling approach were used. A nationwide survey was conducted of 371 new nurses who were working in hospitals for ≤18 months between July and October, 2014. Results The final model accounted for 40% of the variance in turnover intention. Emotional labor and burnout had a significant positive direct effect and an indirect effect on nurses' turnover intention. Resilience had a positive direct effect on job involvement. Job involvement had a negative direct effect on turnover intention. Resilience and job involvement mediated the effect of work environment satisfaction, emotional labor, and burnout on turnover intention. Conclusion It is important to strengthen new graduate nurses' resilience in order to increase their job involvement and to reduce their turnover intention.

The Role of Job Demands–Resources (JDR) between Service Workers’ Emotional Labor and Burnout: New Directions for Labor Policy at Local Government

Abstract: Recently, research on service workers’ emotional labor has received considerable attention, both in theory and practice. Emotional labor has been reported to cause both stress and burnout in service workers, eventually leading to a decrease in organizational productivity. In this context, there is also a growing interest in identifying ways to reduce such burnout. This study aimed to examine the influence of emotional labor and job demands–resources (JD–R) on service workers’ burnout. Specifically, we analyzed the direct, indirect, and moderating effects of JD–R on burnout. Data were collected from service workers (N = 1517) in public sectors. Results revealed that three dimensions—emotional labor, intensity/variety, and surface acting—increase burnout, whereas deep acting decreases it. Additionally, job demands were found to increase burnout, while job resources decreased it. Among the job demands, customer contact had the greatest positive impact on burnout, followed by role ambiguity and workload, respectively. Among the job resources, self-efficacy and social support had the greatest negative impact on burnout. Finally, customer contact, role ambiguity, job autonomy, and social support were identified as moderators that worsened or buffered the impact of emotional labor on burnout.

Teachers' Emotional Labour, Discrete Emotions, and Classroom Management Self-Efficacy.

Abstract: Extending research on teachers’ emotions beyond general educational contexts and Western samples, we examined how teachers’ emotions correlated with their emotional labour strategies and classroom management self-efficacy with an East-Asian sample in an English teaching context (127 Korean English teachers). Surface acting (emotional expressions modification) correlated positively with anxiety and frustration, whereas deep acting (internal feelings modification) correlated positively with enjoyment and pride and negatively with anxiety. Enjoyment and anger correlated positively and frustration negatively with classroom management self-efficacy. Enjoyment and frustration were documented as mediators in the relationship between emotional labour strategies and classroom management self-efficacy. The results suggest that deep acting is linked to experiencing positive emotions, which in turn is positively related to classroom management self-efficacy, whereas surface acting is linked to experiencing ne...

Social workers' emotional labour with families in poverty: Neoliberal fatigue?

Abstract: Department of Human Services, Interdisciplinary Center for the Study of Poverty and Social Exclusion, University of Haifa, Haifa, Israel School of Social Work, Interdisciplinary Center for the Study of Poverty and Social Exclusion, University of Haifa, Haifa, Israel Correspondence Einat Lavee, Department of Human Services, Interdisciplinary Center for the Study of Poverty and Social Exclusion, University of Haifa, Haifa, Israel. Email: elavee@univ.haifa.ac.il

No funny business: Precarious work and emotional labour in stand-up comedy:

Abstract: Freelance creative work is a labour of love where opportunities for self-expression are combined with exploitative working conditions. This article explores this dynamic by showing how a group of freelance creative labourers navigate employment while coping with the pressures associated with economic precarity. Drawing on semi-structured interviews, we argue that full-time stand-up comedians engage in ‘pecuniary’ forms of emotion management in an occupational field where social networks and professional relationships play a prominent role. First, comedians project an image of positivity to demonstrate a willingness to work for little or no pay in order to curry favour with comedy club promoters. Second, comedians suppress feelings of anxiety and frustration that arise from financial insecurity in order to keep their relationships with promoters on an even keel – even when the rate of pay and promptness of remuneration fall below acceptable standards. Our study thus has implications for other creative sectors in which precarity is the norm, since it suggests that emotional labour is a resource not only for engaging with customers and clients but also for engaging with multiple employers, negotiating pay and dealing with conditions of insecurity in freelance settings – often with unintended, paradoxical, results.

Who Is Fit to Serve? Person–Job/Organization Fit, Emotional Labor, and Customer Service Performance

Abstract: This study investigates person–job (P–J) fit and person–organization (P–O) fit perceptions and relates these perceptions to employees’ emotional labor and customer service performance. Data from a two-point, time-lagged study of 263 employees and 690 customers reveal that both P–J and P–O fit relate positively to deep acting and negatively to surface acting, in accordance with an emotional labor perspective. In addition, P–J and P–O fit are jointly associated with emotional labor, such that the positive link between P–J fit and deep acting is stronger and the negative link between P–J fit and surface acting is weaker when P–O fit is high. Emotional labor partially mediates the interactive effects of P–J and P–O fit on service interaction quality and customer satisfaction; service interaction quality relates positively to customer satisfaction. These findings have multiple theoretical and practical implications.

Emotions matter: the moderating role of emotional labour on preschool teacher and children interactions

Abstract: Teachers’ emotions in the classroom shape their ability to nurture positive relationships with young children. There is increasing interest in understanding how teachers manage and express their emotions on the job through the use of emotional labour, or the deliberate expression or suppression of emotions to achieve organizational goals. This study investigates how preschool teachers’ emotional labour informs their interactions with young children. Using quantitative survey and observation data from 123 preschool teachers, we found that preschool teachers’ use of emotional labour, particularly surface and deep acting, and their limited perceptions of emotional display rules were linked to the quality of their interactions with young children. Also, the associations between emotional labour and teacher–child interactions were moderated by their perceptions of emotional display rules. Findings have implications for early childhood care and education policy and practice, as well as future research r...

Documenting a labor of love: emotional labor as academic labor

Abstract: Neoliberal practices embedded in academia have transformed the university into a service industry. Through this lens, this review documents the current exploration of emotional labor in academia, specifically in communication studies. While a paucity of literature on this topic exists, I explore how a neoliberal agenda creates an expectation for communication faculty to perform emotional labor (and how this expectation is greater compared with other fields), the ways in which emotional labor is differentially experienced for women, and how communication studies as a gendered field exacerbates expectations to perform such labor. Moreover, I highlight the shifting perception of the field and the related moves to expand emotional labor. Finally, I discuss ways to move forward in a neoliberal academia.

Emotional Labor Within Teams: Outcomes of Individual and Peer Emotional Labor on Perceived Team Support, Extra-Role Behaviors, and Turnover Intentions:

Abstract: We investigated the relationship of emotional labor to perceived team support, extra-role behaviors, and turnover intentions Our primary research question involved whether the relationships of individual deep acting with perceived team support and extra-role behaviors were conditional on the level of peer deep acting in the team The possibilities were explored in two field studies Study 1 sampled 195 students in 47 project teams multiple times over the course of a semester Study 2 surveyed 202 nurses and their supervisors within 35 teams in a hospital The multilevel results of both studies showed that the relationships between individual deep acting and outcome variables were dependent upon the level of peer deep acting in the team As expected, individual and peer surface acting had only direct relationships with the same outcomes These findings provided general support for our model and suggested that team-level effects are an important theoretical and practical consideration for understanding emo

Emotional Labor, Role Characteristics, and Police Officer Burnout in South Korea: The Mediating Effect of Emotional Dissonance:

Abstract: This study examines the extent to which emotional labor and role stressors (such as role conflict and ambiguity) required of police officers contribute to police officer burnout. In particular, it ...

Motivating service employee creativity: regulatory focus and emotional labour

Abstract: Purpose The purpose of this paper is to advance our understanding of the roles that service employees’ responses to high job demands play in service innovation, by examining the effects that service employees’ motivational orientation in self-regulation (regulatory focus) and their emotional labour strategy have on their creativity. Design/methodology/approach By integrating regulatory focus theory and emotion regulation theory, the authors developed a theoretical model to propose the links between promotion and prevention regulatory foci, different emotional labour strategies and frontline employee creativity. The research hypotheses were tested using hierarchical linear model based on data collected from 304 frontline employees and 72 supervisors in 51 restaurants. Findings The results showed that promotion focus was positively related to frontline employee creativity while prevention focus was negatively related to it. In addition, both emotional labour strategies (deep acting and surface acting) mediated the effect of promotion focus on frontline employee creativity. Surface acting mediated the effect of prevention focus on frontline employee creativity. Originality/value This is the first research conducted to explain, from a self-regulatory perspective, the influence that is exerted on service employees’ service innovation by their responses to high job demands. The findings identify the effects that service employees’ promotion focus or prevention focus in self-regulation have on their creativity, and the data unravel the role of emotional labour strategy as the mediating mechanism that explains the influence of regulatory focus on service employee creativity. On the basis of the findings, managerial directions are offered with regard to managing service employees’ regulatory focus and emotional labour, with a view to enhancing the creativity and innovation within a service organisation.

Role of Religion and Spirituality in Stress Management Among Nurses

Abstract: Religion and spirituality play a significant role as coping resources under stressful circumstances. Nursing professionals confront with a variety of stressors repeatedly and are found to employ religious/spiritual coping techniques in managing the negative impact of work stress. The present review explores different religious and spiritual coping strategies utilized by nurses of different socio-cultural and religious backgrounds and highlights the importance of treating religion and spirituality as two separate entities in studying their stress-buffering effect. The MEDLINE, CINAHL, PsycINFO, PsycArticles databases and Google Scholar were searched from 2006 to 2017 with the key words nursing, stress, religious coping, religiosity and spirituality. Various notions of the divine/transcendent aspect of life have led to lack of consensus over a functional definition of religion as well as spirituality. This is found to be the core element of methodological inadequacy in studying individuals’ reliance on religion and spirituality during stress. Further, most of the existing measures do not adequately explore spirituality as a construct independent of religion. Measures should be more culture sensitive to discover culturally enriched religious practices and rituals adopted by individuals belonging to different socio-cultural milieu to overcome stress. The role of religion and spirituality in stress resilience, emotion regulation and burnout among nurses around the globe needs further empirical support. Multiple levels at which religious and spiritual coping may moderate/mediate the relationship between work stress and behavioral/emotional outcomes among human service personnel who face high emotional labor demands should be more comprehensively analyzed.

The relationship between newcomers’ emotional labor and service performance: the moderating roles of service training and mentoring functions

Abstract: Retaining newcomers and enhancing their service performance are critical issues for the human resource management and hospitality management fields. However, newcomers have just begun to learn the organizational display rules and often encounter more emotional problems than veteran employees. Thus, how organizations help the newcomers to manage their emotions in order to deliver better service is an important issue. Based on the Job Demands-Resources (JD-R) model, this study explores the relationship between newcomers’ emotional labor and service performance, and examines whether human resource practices such as service training and mentoring functions can moderate this association. We collected data from hospitality newcomers and their supervisors from 34 hotels. A total of 244 valid paired questionnaires were collected during two different time phases. The results of hierarchical regression analysis show that newcomers’ deep acting positively relates to service performance and service training c...

Emotions and failure in academic life: Normalising the experience and building resilience

Abstract: While a wealth of evidence exists about failure in organisational settings and the emotions evoked by failure, researchers have paid less attention to failure and its related emotional consequences in academic life. Given that failure is often a cause of significant stress, which in turn can lead to damaging consequences, we argue that this is an issue deserving of greater consideration. In this article, we adopt Ashkanasy’s five-level model of emotion in organisations, and explore the potential role of emotions in academics’ experiences of failure at five levels: within-person, between-persons, interpersonal interactions, groups and teams (and leadership), and organisation-wide. In doing so, we draw on findings from scholarly literature, anecdotal evidence, and our own experiences as academics to build arguments. Following discussion of the model, we suggest how academics might begin to normalise the experience of failure in academia and to build resilience in the coming generations of young scholars.