Showing papers on "Emotional labor published in 2021"
TL;DR: The findings suggest that, even in a country that has been at the top of the Gender Gap Index for several years, an unprecedented situation like Covid‐19 can reveal and exaggerate strong gender norms and expectations towards mothers.
Abstract: This article explores the gendered realities of work-life balance in Iceland during the Covid-19 pandemic, in particular how these societal changes reflect and affect the gendered division of unpaid labor, such as childcare and household chores. The study draws on open ended real-time diary entries, collected for two weeks during the peak of the pandemic in Iceland. The entries represent the voices of 37 mothers in heteronormative relationships. The findings imply that, during the pandemic, the mothers took on greater mental work than before. They also described intense emotional labor, as they tried to keep everyone calm and safe. The division of tasks at home lay on their shoulders, causing them stress and frustration. The findings suggest that, even in a country that has been at the top of the Gender Gap Index for several years, an unprecedented situation like Covid-19 can reveal and exaggerate strong gender norms and expectations towards mothers. This article is protected by copyright. All rights reserved.
177 citations
06 May 2021
TL;DR: In this article, a literature review investigates moderators' psychological symptomatology, drawing on other occupations involving trauma exposure to further guide understanding of both symptoms and support mechanisms, and introduces wellness interventions and review both programmatic and technological approaches to improving wellness.
Abstract: An estimated 100,000 people work today as commercial content moderators. These moderators are often exposed to disturbing content, which can lead to lasting psychological and emotional distress. This literature review investigates moderators’ psychological symptomatology, drawing on other occupations involving trauma exposure to further guide understanding of both symptoms and support mechanisms. We then introduce wellness interventions and review both programmatic and technological approaches to improving wellness. Additionally, we review methods for evaluating intervention efficacy. Finally, we recommend best practices and important directions for future research. Content Warning: we discuss the intense labor and psychological effects of CCM, including graphic descriptions of mental distress and illness.
65 citations
TL;DR: The authors explored the notion of emotional capital in relation to language teachers' emotion labor and the role of reflection in understanding their emotional experiences, arguing that language teachers struggle to orient to the feeling rules of their institutions, they develop the capacity to perform the emotions that they believe are expected of them.
Abstract: In this article we explore the notion of emotional capital in relation to language teachers’ emotion labor and the role of reflection in understanding their emotional experiences. We draw on interview narratives with teachers (n = 25) working in higher education institutions in the US and the UK. During these interview conversations, we elicited accounts of teachers’ emotionally charged experiences that arise as part of their ongoing, mundane teaching practice and how they respond to these situations. We argue that as language teachers struggle to orient to the feeling rules of their institutions, they develop the capacity to perform the emotions that they believe are expected of them. This capacity is further shaped through their reflective practice, both as individual reflection and collaborative reflection with colleagues. We thus analyze how language teachers’ accruing emotional capital, developed through emotion labor and reflective activity, can be converted into social and cultural capital. We also point to how language teachers’ emotional capital is entangled in power relations and thus requires careful scrutiny.
47 citations
43 citations
TL;DR: In this paper, the authors examine the mechanisms underlying the negative relationship between the feeling of being dehumanized by the organization and employees' job satisfaction and argue that emotional labor (i.e., surface acting) and core self-evaluations act as mediators in this relationship.
Abstract: This study aimed to examine the mechanisms underlying the negative relationship between the feeling of being dehumanized by the organization and employees’ job satisfaction More precisely, we argue that emotional labor (ie, surface acting) and core self-evaluations act as mediators in this relationship A total of 326 employees participated in our study Firstly, the results showed that, independently of one another, both surface acting and core self-evaluations partially mediated the relationship between organizational dehumanization and job satisfaction Secondly, surface acting and core self-evaluations were found to have serial mediation effects in this relationship Accordingly, experiencing dehumanization from the organization leads employees to perform more surface acting with deleterious consequences for their core self-evaluations and finally their job satisfaction
31 citations
TL;DR: This personal essay explores the experience of a female, early career social work academic in negotiating the use of emotional labor simultaneously in paid and unpaid roles during the COVID19 pandemic and questions alternative ways to meet the emotional needs of individuals, families, and universities during the pandemic.
Abstract: During the COVID19 pandemic, emotional labor has become an indispensable resource in social work, providing comfort, strength, and focus for many. Within the social work academy, emotional labor has been required to support students, especially as education has moved quickly into online and remote teaching modes. For the majority female social work educators, the pandemic has also led to a rise in caring responsibilities, especially for children. This personal essay explores the experience of a female, early career social work academic in negotiating the use of emotional labor simultaneously in paid and unpaid roles during the pandemic. This exploration is contextualised within the neoliberal university and its expectation of how emotional labor should be used to meet student and business needs. The essay questions the individualized practice and responsibility of emotional labor and questions alternative ways to meet the emotional needs of individuals, families, and universities during the COVID19 pandemic.
27 citations
TL;DR: In this article, an integrative review aims to render a systematic account of the role that teachers' psychological characteristics, such as their motivation and personality, play for critical outcomes in terms of teacher effectiveness, teachers' well-being, retention, and positive interpersonal relations with multiple stakeholders (e.g., students, parents, principals, colleagues).
Abstract: This integrative review aims to render a systematic account of the role that teachers’ psychological characteristics, such as their motivation and personality, play for critical outcomes in terms of teacher effectiveness, teachers’ well-being, retention, and positive interpersonal relations with multiple stakeholders (e.g., students, parents, principals, colleagues). We first summarize and evaluate the available evidence on relations between psychological characteristics and these outcomes derived in existing research syntheses (meta-analyses, systematic reviews). We then discuss implications of the findings regarding the eight identified psychological characteristics—self-efficacy, causal attributions, expectations, personality, enthusiasm, emotional intelligence, emotional labor, and mindfulness—for research and educational practice. In terms of practical recommendations, we focus on teacher selection and the design of future professional development activities as areas that particularly profit from a profound understanding of the relative importance of different psychological teacher characteristics in facilitating adaptive outcomes.
25 citations
TL;DR: A systematic review synthesizes the recent literature (2010-2020) on hospitality employees' emotions, affect and moods as discussed by the authors, focusing on the dynamic nature of emotions and how they are measured.
Abstract: This systematic review synthesizes the recent literature (2010–2020) on hospitality employees’ emotions, affect and moods. This study has three objectives: to clarify the definitions of emotions, affect and moods; to explain how theories are integrated into understanding hospitality employees’ emotions, affect and moods; and to assess how emotions, affect and moods are measured.,Using seven major databases, the authors selected 61 peer-reviewed academic journal articles published in hospitality outlets for review. We based our study on five stages of conducting a systematic review: scoping, planning, identification, screening and eligibility.,Affect is an umbrella term encompassing moods and emotions. Emotions are distinct from emotion-laden constructs, such as emotional labor and emotional intelligence. Theories on conservation of resources, emotional labor and social exchange have been most frequently used to understand hospitality employees’ emotions. However, they overlooked the dynamic nature of emotions when using these theories. Hospitality researchers often used a subset of the positive and negative affect scale and did not discuss back-translation.,Hospitality employees’ emotions lead to far-reaching consequences in attitudes, intentions and behaviors in work and non-work domains. Effective practices (e.g. creating a supportive climate) that help evoke positive employee emotions and reduce negative employee emotions are thus desirable.,Our findings crystallize the understanding of emotions, affect and moods of hospitality employees. We further provide a roadmap for future research on hospitality employees’ emotions. Data triangulation, cross-cultural research and mixed emotions are novel opportunities for future research.
25 citations
TL;DR: This paper investigated the role of motivational orientations (i.e., regulatory focus) in customer reactions to authentic displays and found that inauthentic displays have stronger negative effects on service performance for prevention-focused than for promotion-focused customers.
Abstract: Despite growing managerial interest in frontline employee behavior, and in display authenticity specifically, customers’ heterogeneous reactions to authentic displays have received little scholarly attention. Drawing on emotion as social information theory, we investigate the role of motivational orientations (i.e., regulatory focus) in customer reactions to authentic displays. The findings show that inauthentic displays have stronger negative effects on service performance for prevention-focused than for promotion-focused customers. A dyadic field study details these effects in terms of tipping, and three experiments provide further evidence by experimentally manipulating authenticity and regulatory focus. The conditional effect of authenticity on service performance also is mediated by inferred deception. Specifically, prevention-focused customers interpret inauthentic emotion displays as more deceptive than promotion-focused customers do. Managers should prime customers’ promotion focus using marketing communications before the service delivery when inauthentic displays are likely as well as consider customers’ regulatory focus when designing authenticity training for employees.
24 citations
TL;DR: This paper conducted an interview with 23 journalists in eight countries and identified the sources of emotional labor and work experienced by those in the profession and how visual journalists manage the effects of the emotional labour and work they experience.
Abstract: The study of emotion in journalism has largely been ignored and, when studied, is relegated almost exclusively to media texts. As such, this research aims to rectify this imbalance by focusing on the human side of journalism practice and the emotional labor and work experienced by documentary visual journalists. It does so through an in- depth, interview-based approach with 23 journalists in eight countries and identifies the sources of emotional labor and work experienced by those in the profession and how visual journalists manage the effects of the emotional labor and work they experience. The findings suggest that emotional labor and work pervade the production, editing, and post-production phases of journalistic work but not equally for all types of visual journalists. Female journalists, in particular, reported unique emotional investment and display practices, while a subset of male journalists reported unique emotional management ones. In addition, almost across the board, the visual journalists in this sample reported relying on more informal rather than formal strategies to manage the effects of their work-related emotions.
22 citations
01 Jan 2021
TL;DR: To investigate the relationship between surface and deep acting in nurses' patient‐focused and collegial emotional labour, with emotional exhaustion, depersonalization and personal accomplishment and intention to leave.
Abstract: Aim To investigate the relationship between surface and deep acting in nurses' patient-focused and collegial emotional labour, with emotional exhaustion, depersonalization and personal accomplishment and intention to leave. Design A cross-sectional descriptive study using the Emotional Labour Scale, the Maslach Burnout Inventory and intention to leave Yes/No questions with 118 Registered Nurses to measure patient-focused and collegial emotional labour, burnout and intention to leave. Results Surface acting in patient-focused and collegial emotional labour was found to have positive associations with burnout and intention to leave their current job. Only surface acting in patient-focused emotional labour was positively associated with intention to leave the organization and/or the profession. The novice nurses carried out more deep acting collegial emotional labour than the pre-retirement nurses. Conclusions Collegial emotional labour is significant to nurses' intention to leave their current job but not their intention to leave the organization and/or the profession.
TL;DR: In this article, a meta-analysis was performed to investigate the relationship between EI and hospitality workers' job performance as well as the moderators which condition this relationship, which revealed that EI is positively related to hospitality workers’ job performance (ρ = 0.54), and this relationship does not differ between maledominated and female-dominated studies, across educational levels, between collectivistic and individualistic cultures, between low and high power distance cultures and between low uncertainty avoidance cultures.
Abstract: Hospitality workers are emotional labor workers because they must display appropriate emotions to their customers to provide outstanding service. Emotional intelligence (EI) helps employees regulate their emotions and display appropriate emotions, and hence should help hospitality workers provide outstanding service. However, the strength of the relationship between EI and hospitality workers’ job performance substantially varied across studies. Hence, the purpose of the present study is to clarify the mixed findings and to examine if EI can improve hospitality workers’ job performance.,A meta-analysis was performed to investigate the relationship between EI and hospitality workers’ job performance as well as the moderators which condition this relationship.,The present meta-analysis indicated that EI is positively related to hospitality workers’ job performance (ρ = 0.54); the relationship between EI and hospitality workers’ job performance is stronger when the percentage of married subjects is low and in feminine cultures; and this relationship does not differ between male-dominated and female-dominated studies, across educational levels, between collectivistic and individualistic cultures, between low and high power distance cultures and between low and high uncertainty avoidance cultures.,This study uncovers theoretically important moderators that contribute to cross-cultural research, work–family literature and gender-related literature in hospitality research.,The present study builds a theoretical foundation and performs a meta-analysis to elucidate the relationship between EI and hospitality workers’ job performance and to identify the moderators which condition this relationship.
TL;DR: In this paper, the emotional labour of involvement and co-production in mental health research as experienced by service user/survivor researchers and research managers is explored, based on a con...
Abstract: This article explores the emotional labour of involvement and co-production in mental health research as experienced by service user/survivor researchers and research managers. It is based on a con...
TL;DR: This article developed and tested a process model examining the sequential mediating roles of emotional exhaustion and surface acting on the relationships between employee perceptions of unfair treat-means of unfair treatment and emotional exhaustion.
TL;DR: This paper examined the role of teachers' relationship perceptions (closeness, conflict, dependency) in shaping emotional labor strategies (genuine expression, surface acting) during daily events with individual students.
TL;DR: Positive parenting prescriptions prevailing in Western countries encourage parents to regulate their emotions and, more specifically, to show more positive emotion to their children and control negative emotions as discussed by the authors, which can be seen as a form of self-regulation.
Abstract: Positive parenting prescriptions prevailing in Western countries encourage parents to regulate their emotions and, more specifically, to show more positive emotion to their children and control neg...
TL;DR: The authors explored the emotional labor profiles in a large sample of Croatian teachers (N = 2,002) employed across educational levels (i.e., elementary, middle and high school levels) by using latent profile analysis.
Abstract: Research indicates that teachers perform emotional labor daily. However, previous studies have mostly used a variable-centered approach that examines the associations of emotional labor strategies with particular outcome variables. This approach did not consider the possibility that teachers use different emotional labor strategies simultaneously. Therefore, in this study we took a person-centered approach and explored the emotional labor profiles in a large sample of Croatian teachers (N = 2,002) employed across educational levels (i.e., elementary, middle, and high school levels) by using latent profile analysis. In addition, we examined differences among profiles regarding teachers’ positive affect, self-efficacy, work engagement, and job satisfaction. Results indicated the existence of six emotional labor profiles that were characterized by different combinations of deep acting, hiding feelings, and faking emotions. Profiles of teachers who dominantly rely on deep acting had the most adaptive patterns of analyzed outcomes, whereas profiles of teachers who reported higher levels of hiding feelings, regardless the level of deep acting, exhibited less desirable levels of positive affect, self-efficacy, work engagement, and job satisfaction. (PsycInfo Database Record (c) 2021 APA, all rights reserved)
TL;DR: Wang et al. as mentioned in this paper explored the relationship between mindfulness in teaching and burnout among Chinese kindergarten teachers and investigated the dimensions of emotional labor (surface acting, deep acting, and naturally felt emotions) as potential mediators of that relationship.
Abstract: Kindergarten teachers often face stress and challenges which leave them vulnerable to burnout. There is growing interest in the association between mindfulness in teaching and burnout, yet little is known about the potential mediating role of emotional labor in this link. We explored the relationship between mindfulness in teaching and burnout among Chinese kindergarten teachers and investigated the dimensions of emotional labor (that is, surface acting, deep acting, and naturally felt emotions) as potential mediators of that relationship. A total of 515 kindergarten teachers (Mage = 30.45, 95.5% female) completed self-report questionnaires assessing mindfulness in teaching, emotional labor, and burnout. The mediating effect was examined in a path analysis framework. Results indicated that mindfulness in teaching was negatively correlated with burnout (r = − .47, p < 0.01). Naturally felt emotions (indirect effects: b = − .07, 95% CI = [− .11, − .04], p < 0.01) and deep acting (indirect effects: b = − .03, 95% CI = [− .07, − .01], p < 0.01) partially mediated the relationship between teacher mindfulness and burnout. These findings highlight the mediating role of emotional labor, and suggest that kindergarten teachers’ mindfulness may facilitate their deep acting and naturally felt emotions which, in turn, may help reduce burnout.
TL;DR: Wang et al. as mentioned in this paper investigated the relationship between the three variables in China via an online questionnaire survey and found that teacher burnout was positively related to market culture but negatively related to hierarchy culture.
Abstract: The literature suggests that teacher burnout is influenced by the market and hierarchy cultures of school management and teachers’ emotional labor strategies of surface and deep acting. However, studies have suggested that school management cultures and emotional labor strategies may not function independently based on the emotional labor theory. Nevertheless, the literature has paid less attention to the relationship between the school management cultures, emotional labor, and teacher burnout. Therefore, this study aims to investigate the relationship between the three variables in China via an online questionnaire survey. After surveying 425 kindergarten, primary and secondary teachers who participated in a professional development program organized by a public university in Beijing, the study found that teacher burnout was positively related to market culture but negatively related to hierarchy culture. Moreover, the impact of the market culture was fully mediated by surface acting while the impact of hierarchy culture was partially mediated by surface acting and deep acting.
TL;DR: This paper examined cross-cultural differences in the relationships between organizational dehumanization and both job satisfaction and turnover intentions through emotional labor and found that emotional labor was correlated with job satisfaction, but not turnover intentions.
Abstract: This study examined cross-cultural differences in the relationships between organizational dehumanization and both job satisfaction and turnover intentions through emotional labor (i.e., surface ac...
20 Aug 2021
TL;DR: In this article, the authors investigated the effect of emotional labour on frontline employees' emotional exhaustion and job satisfaction within the hotel industry and found that both deep and genuine acting related positively with job satisfaction, while surface acting was negatively associated with emotional exhaustion.
Abstract: PurposeThe purpose of this paper is to investigate the effect of emotional labour on frontline employees' emotional exhaustion and job satisfaction within the hotel industry.Design/methodology/approachThe quantitative research approach was employed by administering questionnaires to 205 frontline employees from 16 luxury hotels in the Accra Metropolis, out of which 194 questionnaires were retrieved and analysed.FindingsThe results showed that surface acting was positively associated with emotional exhaustion, while deep and genuine acting were negatively associated with emotional exhaustion. In addition, both deep and genuine acting related positively with job satisfaction, while surface acting was negatively associated with job satisfaction.Research limitations/implicationsA lackadaisical attitude from hotel management and employees towards data collection was encountered. Also, the study area had very few upscale hotels, making the sample for the study relatively small. Further, since this study was taken from the African perspective, readers should be mindful of generalisation of the results.Originality/valueThis paper is one of the pioneers to have assessed the relationships between emotional labour, job satisfaction and emotional exhaustion in the African hospitality context. The study contributes to hospitality management literature by explaining how the acting strategies of emotional labour affect frontline employees in the hotel industry. A better understanding of emotional labour will help both management and frontline employees to employ the appropriate acting strategy in any given situation they encounter in the course of their service delivery, to reduce the emotional drain they face in handling especially difficult customers and to increase frontline employees' job satisfaction.
TL;DR: In this paper, an extended customer-employee-customer model is presented and empirically tested in a pharmacy setting, showing that distinctive emotional labor affects customers' perceptions of authenticity and fairness.
18 Oct 2021
TL;DR: In this article, the authors explore how home care workers value and conceptualize peer support and demonstrate the importance of peer support in performing the emotional labor of home care work and ongoing attempts to strategically frame the home care profession as essential and medical in nature.
Abstract: Home care workers (HCWs) are increasingly central to post-acute and long-term health services in the United States. Despite being a critical component of the day-to-day care of home-dwelling adults, these workers often feel underappreciated and isolated on the job and come from low-income and marginalized backgrounds. Leveraging the support of peers is one potential way to empower HCWs, but peer support encompasses a broad range of activities and aspects. Traditional conceptions of workplace support may not be appropriate to the home care context, as HCWs are a distributed workforce who have few opportunities to interact with each other. In this study, we explore how HCWs value and conceptualize peer support. Our findings demonstrate the importance of peer support in performing the emotional labor of home care work and ongoing attempts to strategically frame the home care profession as essential and medical in nature. Our results ground design implications for technology-enabled peer support based on the power dynamics of our participants' context and allow us to engage with issues where technology design for empowerment intersects with exploitation in distributed or crowd work, emotional labor, and tacit knowledge.
TL;DR: In this paper, the authors investigated the link between cognitive appraisal, emotional labor and organizational citizenship behavior (OCB) among hotel employees in India using a field survey conducted on 380 employees from 14 hotels in India.
TL;DR: In this paper, the authors argue that the role of the early childhood education and care worker has been mainly conceptualised as maternal, where emotional labour is taken for granted and needing to be suppressed or harnessed as part of the caring role.
Abstract: This paper discusses society’s lack of recognition of the Early Childhood Education and Care (ECEC) workforce as professionals, and its emotional impact that this deficit has on them. The concerns are that the role of the ECEC worker has been mainly conceptualised as maternal, where emotional labour is taken for granted and needing to be suppressed or harnessed as part of the caring role. This is at odds with successive government policy agenda which has focused on professionalising the workforce. In this paper we engage with qualitative data gathered from twenty-four experienced ECEC workers to explore the impact that ‘affect’ has upon them. In this respect we build on the theorisations of Massumi and Stewart, which connect affect theory with the emotional labour; we argue that affect theory offers different ways to consider how objects, spaces, material and discursive entities and bodies impact ECEC workers emotions and emotional labour.
TL;DR: In this paper, the mediated effect of superior and co-worker support in the relationship between emotional labor and job performance of social workers working in social welfare facilities was investigated, and it was found that the surface act had a positive effect on the support of the superior worker and the inner act was negative.
Abstract: The purpose of this study is to investigate the mediated effect of superior and co-worker support in the relationship between emotional labor and job performance of social workers working in social welfare facilities The research method is based on the results of a survey of 445 social workers working at social welfare facilities in the Seoul metropolitan area. The collected data are analyzed using SPSS V22.0 as follows. First, it had been shown that in the emotional labor of social workers, surface behavior had a negative effect on job performance, and inner action had a positive effect on job performance. Second, in the emotional labor of social workers, it was found that the surface act had a positive effect on the support of the superior and co-worker, and the inner act had a negative effect on the support of the superior and co-worker. Third, the superior & co-worker support of social workers had a positive effect on job performance. Fourth, superior & co-worker support in the relation to surface behavior and job performance in the emotional labor of social workers had a negative mediated effect. Superior & co-worker support in relation to inner act and job performance had revealed that it did not have a mediated effect. ■ keyword :∣Social Worker∣Emotional Labor∣Job Performance∣Superior & Colleague Support∣ 접수일자 : 2020년 12월 21일 수정일자 : 2021년 01월 20일 심사완료일 : 2021년 01월 20일 교신저자 : 김상철, e-mail : bremenkims@naver.com 사회복지시설 사회복지사의 감정노동이 직무성과에 미치는 영향 : 상사와 동료지지 매개 효과 중심으로 331
TL;DR: Wang et al. as discussed by the authors proposed and tested a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate.
Abstract: Prior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in triggering or reducing customer incivility. The purpose of the present study is to propose and test a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate.,Based on a matched sample consisting of 317 employee-customer dyads in China, multiple regression analysis and indirect effect tests were employed to test our model.,The study shows that employee surface acting is positively related to customer incivility, whereas deep acting is negatively associated with customer incivility. Moreover, customer self-esteem threat mediates the relationship between both types of emotional labor and customer incivility. Customer perception of service climate moderates the relationship between deep acting and customer self-esteem threat.,The current research broadens the antecedents of customer incivility from the employee perspective and sheds more light on the role of customer self-esteem in the interactions between employees and customers. It also demonstrates a complementary relationship between service climate and individual employees' emotional labor strategies, thereby expanding the existing understanding of the management of employees' emotional labor.
TL;DR: While more developed in the general education literature, research on teacher emotions represents an understudied area in physical education (PE) literature as mentioned in this paper, and understanding the idiosyncrasies of PE...
Abstract: While more developed in the general education literature, research on teacher emotions represents an understudied area in physical education (PE) literature. Understanding the idiosyncrasies of PE ...
TL;DR: In this article, a study focused on emotional labor strategies from 594 Chinese English Foreign Language (EFL) teachers, seeking to discover which ones are preferred, how they are related to each other and how they were linked to teachers' sociobiographical, institutional, attitudinal, linguistic and psychological characteristics.
TL;DR: Despite significant impacts on employee health, workplace violence tends to be minimized and normalized by service workers and by organizations as mentioned in this paper, with employees implicitly held culpable for causing workplace violence and being held responsible for causing it.
Abstract: Despite significant impacts on employee health, workplace violence tends to be minimized and normalized by service workers and by organizations, with employees implicitly held culpable for causing ...