Showing papers on "Emotional labor published in 2020"

An emotional turn in journalism studies

Abstract: This article develops the idea of an “emotional turn” in journalism studies, which has led to an increasingly nuanced investigation of the role of emotion in the production, texts and audience engagement with journalism. These developments have occurred in tandem with, and accelerated by, the emergence of digital and social media. Research on news production has shown that journalistic work has always taken emotion into consideration, shaping approaches to storytelling and presentation. However, the view of journalists as detached observers has rendered the emotional labor associated with news production invisible. Research on emotion in journalistic texts has highlighted the fact that even conventional “hard news genres” are shaped by an engagement with emotion. As studies on news audiences and emotions have shown, audiences are more likely to be emotionally engaged, recall information and take action when news stories are relatable. The affordances of digital platforms and social media have had a profound impact on the space for emotion. The expanded opportunities for participation have contributed to questioning traditional distinctions between news audiences and producers and have ushered in new and more forms of emotional expression that have spilled over into practices of news production.

Journalists, harassment, and emotional labor: The case of women in on-air roles at US local television stations:

Abstract: At a time of growing threats to the press worldwide, including in supposedly ‘safe’ developed democracies, this article explores the nature of harassment perpetrated by strangers, one-time sources,...

Emotional Labor Strategies, Stress, and Burnout Among Hospital Nurses: A Path Analysis.

Abstract: Purpose This study aimed to examine the associations among emotional labor strategies, stress from emotional labor, and burnout in nurses. Design We employed a descriptive cross-sectional design. Data were collected from May to November 2018 in South Korea using structured questionnaires. Participants were 303 nurses from 27 hospitals, who were recruited by convenience sampling. Methods Emotional labor strategies (surface acting, deep acting, and expression of naturally felt emotions), stress, and burnout were self-reported. A path analysis using structural equation modeling was performed to examine the associations among the study variables. Findings Bivariate analyses revealed that surface acting was positively correlated with stress and burnout, deep acting was negatively correlated with burnout, and naturally felt emotions were negatively correlated with stress and burnout. The path analysis revealed that surface acting was positively associated with stress, naturally felt emotions were negatively associated with burnout, and the stress from emotional labor was positively associated with burnout. Although surface acting was not directly associated with burnout, it was indirectly associated through stress. Conclusions Surface acting involves regulation and suppression of one's felt emotions. The findings of this study suggest that hospitals need to reduce expectations for surface acting to reduce nurses' stress and burnout. Organizational efforts to provide interventions that improve nurses' ability to manage their emotions in interactions with patients might effectively foster nurses' well-being. Clinical relevance Surface acting might contribute to nurses' burnout, and naturally felt emotions might reduce nurses' burnout. Nurse managers should thus provide opportunities to discuss the utilized emotional labor strategies and encourage appropriate responses depending on the patient context. Programs that promote emotional competence may reduce the adverse effects associated with nurses' emotional labor and foster effective coping strategies.

Emotion Display Rules, Emotion Regulation, and Teacher Burnout

Abstract: Cognitive appraisal theories of emotions suggest that emotions are elicited by evaluations of events and situations and that our beliefs influence the ways we appraise or judge situations that we encounter Gross and John (2003) theorized cognitive reappraisal and expressive suppression as two general forms to regulate emotions Although teacher emotion has been studied more extensively in the recent decade, Chang (2009b) has argued that there is a need for research into the ways that teachers’ implicit beliefs and cognitive processes influence their emotional reactions to the sources of burnout Particularly, how emotional display rules serve as underlying principles that guide teachers to make decisions either consciously or unconsciously to express or not to express emotions This study aims to examine the relationships among teachers’ beliefs about emotional display rules in the classroom, and the approaches in emotion regulation, and the subsequent feelings of burnout Survey data was collected from 561 full-time teachers and subjected to hypothesis testing using structural equation modeling The model provides evidence supporting a pathway between emotion display rules and expressive suppression These display rules are particularly influential to expressive suppression which also leads to all three dimensions of burnout: emotional exhaustion, depersonalization, and reduced personal accomplishment Further, uses of cognitive reappraisals are found negatively associated with teacher burnout in all three dimensions Results of the study indicated that teacher education or profession development should be designed to help teachers to detect and reframe their beliefs about display rules and to engage in cognitive reappraisal so that they may effectively manage their day-to-day emotions in the classroom

Authentic leadership and employees’ emotional labour in the hospitality industry

Abstract: This study investigates the effect of authentic leadership on service employees’ emotional labour strategies, surface acting and deep acting, from a human energy perspective.,A three-wave survey was conducted in a hotel chain in China, and 347 valid responses were obtained. Mplus software was used for structural equation modelling and bootstrapping analysis.,This study finds the following: authentic leadership predicts service employees’ emotional labour strategies; job insecurity mediates the influence of authentic leadership on surface acting but not on deep acting; relational energy mediates both surface and deep acting; and relational energy has more negative (positive) indirect effects than job insecurity.,The findings provide hospitality managers with insights into how to improve service employees’ capacity for emotional regulation. Hospitality managers should show more authenticity, pay attention to subordinates’ energy level and select and recruit candidates with positive energy traits. Hospitality organisations should encourage, select and train managers to behave as authentic leaders.,This study links authentic leadership with service employees’ emotional management in the hospitality industry. Moreover, it demonstrates the energising function of authentic leadership and introduces the new perspective of human energy to emotional labour research.

The impact of emotional dissonance on quality of work life and life satisfaction of tour guides

Abstract: The well-being of employees in the tourism and hospitality industry remains an important area of investigation in tourism research. Building on the emotional labor theory and the well-being body of...

Workplace resilience and emotional labour of Australian mental health nurses: Results of a national survey.

Abstract: Emotional labour is a form of adversity faced by mental health nurses in the context of their workplace interactions. Frequent exposure to emotional adversity can negatively impact mental health nurses' biopsychosocial well-being, workplace relationships, and performance. Workplace resilience is a dynamic interactive process within and between the person and their environment that promotes positive adaptation to adverse events and restores well-being. Workplace resilience could be a protective process that helps mental health nurses positively adapt to workplace emotional adversity. This study aimed to investigate Australian mental health nurses' workplace resilience and emotional labour and explore the relationship between them. A national cross-sectional online survey comprising the Resilience at Work and Emotional Labour scales was completed by registered nurses (n = 482) working in a mental health role or setting across Australia. There was a strong negative relationship between resilience and the emotional labour strategy of surface acting. A positive association between resilience, frequency of emotional labour, and clinical supervision was also found. These findings point to a potential link between mental health nurses' skills of cognitive reframing, and emotional and behavioural regulation needed to effectively manage their emotions and remain therapeutic in interpersonal interactions. Clinical supervision may be a key strategy in supporting mental health nurses' resilience. Further investigation of workplace individuals' internal and external resources, and organizational resources, supports, and strategies that can promote and strengthen mental health nurses' well-being is needed.

Emotions and activism: English language teachers’ emotion labor as responses to institutional power

Abstract: This article explores the relationship between teachers’ emotions and possibilities for their activism. Using the lens of emotion labor and grounded in a discursive approach to emotions, it...

Nursing students' socialisation to emotion management during early clinical placement experiences: A qualitative study.

Abstract: Aims and objectives To explore nursing students' subjective experience of emotions during first-year clinical placements, strategies used to manage their emotions and socialisation to emotion management. Background Emotion regulation is a key source of stress for early career and student nurses. Clinical placement experiences can elicit strong emotions in nursing students; however, they may be unprepared for the challenge of regulating their emotions in real-world practice. How nursing students learn to manage their emotions in the clinical setting, whether they receive support for this, and how they are socialised to manage their emotions during placements are not well known. Design An exploratory qualitative study. Methods Semi-structured interviews (n = 19) were conducted with first-year nursing students, exploring their experiences of emotion management during clinical placement. Interview transcripts were analysed using conventional qualitative content analysis. Reporting adheres to the COREQ Checklist. Results Interactions with patients and staff often elicited negative feelings. Structured guidance for emotion management by supervising staff was scarce. Students used informal self-reflection and interpretation to guide emotion management. Conclusions In the absence of strategic socialisation and formal support for effective emotion management, students used emotional labour strategies that can negatively impact on well-being. A focus on adequately preparing nursing students for emotion work is a necessary component of classroom and clinical learning environments. Structured debriefing during clinical placements may provide a relevant context to discuss emotions arising during clinical work and to learn emotion management strategies. Relevance to clinical practice Emotional competence, a fundamental ability for registered nurses and students, supports personal health maintenance and strengthens professional practice. Students are exposed to clinical environments and interpersonal encounters that evoke strong emotions. They need situated learning strategies and formal support to develop knowledge and strengthen capability for emotion management, as this is essential for promoting professional development and patient care.

Teacher emotional labour, instructional strategies, and students’ academic engagement: a multilevel analysis

Abstract: The aim of the present study was to explore links between teachers’ emotional labour, class-perceived instructional strategies and their students’ self-reported academic engagement. Data on emotion...

How "Conditions of Confinement" Impact "Conditions of Employment": The Work-Related Well-Being of Provincial Correctional Officers in Atlantic Canada.

Abstract: Internationally, researchers studying correctional officer (CO) work have examined CO self-presentation, staff-prisoner relationships, and emotional labor. We build on this research by drawing on occupational literature to examine officer mental health outcomes that result from correctional work. We examine the impact of working in prison on COs' well-being, paying particular attention to aspects of the work content (operational stressors) and context (organizational stressors). In conducting semi-structured interviews with COs in Atlantic Canada, we found that COs identified a number of operational stressors as impacting their mental health, specifically generalized violence among prisoners, direct and vicarious violence, and ongoing harassment. COs identified organizational stressors, including a work culture that discourages visible emotional responses to operational stressors, a lack of support from management, and inadequate procedures for dealing with workplace violence and harassment, as factors that exacerbate and contribute to negative mental health outcomes.

Mediating Effects of Burnout in the Association Between Emotional Labor and Turnover Intention in Korean Clinical Nurses.

Abstract: Background The current lack of the number of nurses and high nurse turnover rate leads to major problems for the health-care system in terms of cost, patient care ability, and quality of care. Theoretically, burnout may help link emotional labor with turnover intention. The purpose of this study was to investigate the mediating effect of burnout in the association between emotional labor and turnover intention in Korean clinical nurses. Methods Using data collected from a sample of 606 nurses from six Korean hospitals, we conducted a multiple regression analysis to determine the relationships among clinical nurses' emotional labor, burnout, and turnover intention, looking at burnout as a mediator. Results The results fully and partially support the mediating role of burnout in the relationship between the subfactors of emotional labor and turnover intention. In particular, burnout partially mediated the relationship between emotional disharmony and hurt, organizational surveillance and monitoring, and lack of a supportive and protective system in the organization. In addition, we found that burnout has a significant full mediation effect on the relationship between overload and conflicts in customer service and turnover intention. Although the mediating effect of burnout was significantly associated with the demands and regulation of emotions, no significant effects on turnover intention were found. Conclusion To reduce nurses' turnover, we recommend developing strategies that target both burnout and emotional labor, given that burnout fully and partially mediated the effects of emotional labor on turnover intention, and emotional labor was directly associated with turnover intention.

Do emotional labour strategies influence emotional exhaustion and professional identity or vice versa? Evidence from new nurses

Abstract: Aims The aim was to examine the reciprocal relationships of emotional labour strategies with emotional exhaustion and professional identity. Design This study adopted a four-wave cross-lagged panel design. Methods Survey data were collected in 2018 from a sample of 171 newly hired nurses from 58 hospitals in 11 provinces of China. Nurses' emotional labour (i.e., deep acting and surface acting), emotional exhaustion and professional identity were repeatedly measured. Cross-lagged panel analyses were conducted to examine the reciprocal relationships we hypothesized. Results We found that emotional exhaustion was positively related to surface acting (but not vice versa); deep acting was negatively related to emotional exhaustion (but not vice versa); professional identity was positively related to deep acting (but not vice versa). Conclusion Our findings suggest that deep acting and professional identity may decrease the level of emotional exhaustion, whereas emotionally exhausted nurses are more likely to employ surface acting strategies. Impact This research finding will have an impact on the nursing management. Healthcare managers may consider workshops or training and development programs that promote nurses' professional identify to promote nurses' use of deep acting and consequently reduce their level of emotional exhaustion, which has been associated with a variety of negative consequences, such as low quality of patient service, high medical accidents, and turnover rate.

Leading Teachers' Emotions Like Parents: Relationships Between Paternalistic Leadership, Emotional Labor and Teacher Commitment in China.

Abstract: Emotional labor plays an essential role in school leadership and teaching, as principals and teachers undergo complex interactions with students, colleagues, and parents. Although researchers have realized the influence of leaders' behaviors on followers' emotions in management and educational contexts, the relationship between leadership behaviors, teachers' emotional labor, and related organizational outcomes has been underexplored. As leadership and emotional labor are situated and influenced by cultural contexts, the current study focused on the relationship between teachers' emotional labor strategies, multidimensional teacher commitment, and paternalistic leadership, a unique leadership type rooted in Confucianism. Paternalistic leadership is a style that combines strong authority with fatherly benevolence, which is prevalent in East Asia and the Middle East. A sample of 419 teachers was randomly selected to participate in a survey. The results showed that principals' authoritarian leadership behaviors had negative influences on teachers' commitment to the profession and commitment to the school. Benevolent leadership had positive effects on teachers' commitment to students, commitment to the profession, and commitment to the school. Teachers' deep acting played positive mediating effects, while surface acting was a negative mediator. The results imply that school leaders could properly exert parent-like leadership practices to facilitate teacher commitment through managing teachers' emotions.

Influence of female managers' emotional display on frontline employees' job satisfaction: a cross-level investigation in an emerging economy

Abstract: Emotions and emotional labor play a crucial role in professional interactions. Due to the increasing participation share of women managers in the workforce, especially in the customer-oriented service context, this study adopts a multilevel approach and mobilizes person–job fit theory to investigate whether the emotional labor of female managers influences the association between customer orientation and job satisfaction in frontline employees in a services setting.,The participants were 124 immediate female managers working in bank branches and their 896 customer-facing employees in China.,The results show that the positive relationship between customer orientation and job satisfaction in frontline employees is strengthened by increases in female managers' deep acting, but it is weakened with the increase in their surface acting.,The study findings provide support for scholars and financial service organizations as they seek to better understanding the dynamics behind the mobilization of women's emotions and their extent. In term of limitations, the data were taken from a single type of organization located in the northern cities of China, so it can be expected that the findings of this study will not generalize to all contexts.,This paper is the first to investigate female managers' emotional labor employing a cross-level analysis in financial services setting.

Emotional labour, teaching and burnout: Investigating complex relationships

Abstract: Background: In common with other service-oriented occupations, teaching is a profession that requires employees to engage in emotional labour. In order to perform their day-to-day roles effectively...

Are coworkers getting into the act? An examination of emotion regulation in coworker exchanges

Abstract: Research on emotional labor-the process through which employees enact emotion regulation (i.e., surface and deep acting) to alter their emotional displays-has predominately focused on service-based exchanges between employees and customers where emotions are commoditized for wage. Yet, recent research has begun to focus on the outcomes of employees engaging in emotion regulation, and surface acting in particular, with coworkers. Given that coworker interactions are qualitatively distinct from those with customers, we build on the emotional labor and emotion regulation literatures to understand why such acts of emotion regulation occur in coworker-based exchanges, and whether there are well-being and social capital costs and/or benefits for doing so. Across 3 complementary studies spanning over 2,500 full-time employees, we adopt a person-centered approach and demonstrate that four distinct profiles of emotion regulation emerge in coworker exchanges: deep actors, nonactors, low actors, and regulators. Further, our results suggest that certain employees are driven to regulate their emotions with coworkers for prosocial reasons (deep actors), whereas others are more driven by impression management motives (regulators). Our results also suggest that while nonactors and deep actors similarly incur well-being benefits (i.e., lower emotional exhaustion and felt inauthenticity), deep actors alone experience social capital gains in the form of higher receipt of help from coworkers, as well as increased goal progress and trust in their coworkers. Combined, our research delineates the motives that drive emotion regulation with coworkers and identifies when such regulatory efforts yield social capital gains for employees. (PsycInfo Database Record (c) 2020 APA, all rights reserved).

Workplace mistreatment and emotional labor: A latent profile analysis

Abstract: By adopting a person-centered approach, this research explored emotional labor latent profiles based on employees’ levels of surface acting and deep acting. Further, this study examined the role of workplace mistreatment from different sources (customer incivility, coworker incivility, abusive supervision, and organizational dehumanization) in the prediction of profile membership and the associations between these profiles and several outcomes (job satisfaction, turnover intentions, emotional exhaustion, and affective commitment). Five profiles of emotional laborers were identified (surface actors, regulators, low actors, non-actors, and deep actors). Customer incivility, coworker incivility, and organizational dehumanization but not abusive supervision were found to be associated with profile membership. Particularly, employees who perceived high levels of organizational dehumanization had a higher likelihood to be identified as surface actors. Overall, positive outcomes were associated with deep actors, while surface actors were more likely to be related to negative outcomes. Our findings provide further support for the advantages of adopting a person-centered perspective to the study of emotional labor.

The emotional labour and toll of managerial academia on higher education leaders

Abstract: Higher education has seen a shift that means its leaders are no longer only being recruited and perceived as senior academics who lead teaching and research. Leaders are now sometimes recruited and...

The Interactive Enactment of Care Technologies and its Implications for Human-Robot-Interaction in Care

Abstract: Various technical innovations for the care sector, particularly robots, are being developed to cope with demographic change and to support nursing staff. A central issue for the successful integration of such technology into gerontological care practices has not yet been appropriately addressed from an HCI perspective. Here, we draw from observation of lifting devices, used to move residents between bed and chairs. We found that this process is always moderated and facilitated by caregivers’ ‘interaction work’: The function(ing) of care technology is inseparable from the interactive practices of care staff enacting these functions and from the emotional labor inherent to care practice. The caregivers’ verbal, manual and emotional actions, and also the residents’ active cooperation in the process are important factors for safe, fluid, and pleasant human-machine interaction. We propose to understand such technical care settings as a triadic interaction, and to take account of this in the future design of care technologies, in particular for robotic solutions.

Robocop - The depersonalisation of police officers and their emotions: A diary study of emotional labor and burnout in front line British police officers

Abstract: Policing has long been recognized as an emotionally distressing and stressful occupation, and recent years have seen a marked increase in psychological illness within the police service of Britain. Research into the emotional labor of police officers and its psychological consequences is limited and has predominately engaged quantitative methodologies. This paper takes a mixed methods approach, exploring emotional labor and the relationship with burnout within a large police force in the north of England. The use of audio diary provides in-depth exploration of feeling and display rules operating within the police service. Narrative analysis of thirty-eight audio diary entries and a focus group is integrated with results from the Maslach and Jackson Burnout Inventory. Findings indicated depersonalisation as a requirement of feeling and display rules, a strategy also used as a form of coping, as well as experienced as an aspect of burnout. Emotional suppression went beyond interactions with members of the public, continuing into peer and family relationships, with many officers never expressing their true emotions. This presents an important opportunity for the police service of England and Wales to better understand and respond to the emotional pressures and coping mechanisms that officer's experience within their lives.

Eye for an eye? Frontline service employee reactions to customer incivility

Abstract: Frontline service employees (FSEs) face high demands of emotional labor when dealing with difficult, and sometimes even uncivil, customer behavior while attempting to deliver service with a smile. The purpose of this study is to investigate whether employees reciprocate uncivil customer behavior. The authors investigate two potential processes – ego threat and perceived interactional justice – and further address boundary conditions of this effect.,The data for this paper were collected in three studies: one field experiment and two online experiments using adult samples. Hypotheses were tested and data was analyzed using ANOVA and regression-based modeling approaches.,Findings from a field-experimental study and online experiments show that FSEs offer lower service levels to uncivil customers. The authors further find that this effect is mediated by a perceived ego threat and that employees’ regulation of emotion (ROE), as part of their emotional intelligence, attenuates the effect of perceived ego threats on service levels.,This study finds that perceived ego threat (but not perceived interactional justice) explains why employees respond negatively to uncivil customer behavior. Therefore, it offers an emotion-driven explanation of retaliatory behavior in frontline service contexts. Implications for theories focusing on service value co-destruction and customer incivility are discussed.,The findings from this research show that ROE attenuates the impact of perceived ego threat on employee retaliatory behavior. Managerial implications include developing and training employees on emotion regulation. Furthermore, managers should identify alternative ways for restoring an employee’s ego after the employee experiences uncivil customer behavior.,The authors propose and test two processes that can explain why employees reciprocate uncivil customer behavior to gain a deeper understanding of which processes, or a combination of the two, drive employee responses. Furthermore, the authors shed insights into boundary conditions and explore when employees are less likely to react to uncivil customer behavior while experiencing ego threat.

More-than-human emotions: Multispecies emotional labour in the tourism industry

Abstract: The concept of emotional labour has been subject to critique, evaluation, development and extension over the last 35 years, but it remains firmly anthropocentric. This article begins to address this shortcoming by illustrating some of the productive potential of extending the concept of emotional labour to include more-than-human and multispecies perspectives. Organisations are not solely human phenomena, but research usually fails to consider the role of nonhumans in work in contemporary capitalism. Using the example of trail horses in tourism, I argue that some nonhuman animals should be considered workers, and that they do perform emotional labour in service to commercial organisations. More-than-human and multispecies perspectives capture some of the complexities of everyday organisational practices, and can inform feminist research attuned to the experiences of marginalised others, human and nonhuman.