Showing papers on "Emotional labor published in 2022"

Having control or lacking control? Roles of job crafting and service scripts in coping with customer incivility.

Abstract: Despite previous studies that examined factors that would help service employees cope with customer incivility, the role of employee-initiated job strategies has rarely been explored in the context of customer incivility. Drawing on the job demand-control model, we proposed that a high-control job strategy (such as job crafting) alleviates the deleterious effect of customer incivility on job performance through emotional exhaustion, whereas a low-control job strategy (such as service scripts) aggravates this effect. To test the proposed moderated mediation effects, we collected three-wave data from 272 hotel employees and their 54 team leaders over a 6-month period. As predicted, job crafting and service scripts performed contrasting moderating functions. Specifically, the customer incivility-emotional exhaustion relationship was weaker for employees who engaged in job crafting more often than for those who did not. Job crafting also mitigated the negative indirect effect of customer incivility on job performance through emotional exhaustion. In contrast, the customer incivility-emotional exhaustion relationship was more pronounced among employees who used service scripts more often. Service scripts further exacerbate the negative indirect effect of customer incivility on job performance through emotional exhaustion. These findings have theoretical and practical implications for occupational health research. (PsycInfo Database Record (c) 2022 APA, all rights reserved).

Emotional Labor and Burnout of Public Health Nurses during the COVID-19 Pandemic: Mediating Effects of Perceived Health Status and Perceived Organizational Support

Abstract: The purpose of this study was to identify the mediating effects of perceived health status (PHS) and perceived organizational support (POS) in the association between emotional labor and burnout in public health nurses (PHNs). The participants were 207 PHNs convenience sampled from 30 public health centers and offices in Jeju, Korea. Data regarding emotional labor, PHS, POS, and burnout were collected between February and March 2021 using a structured questionnaire. Collected data were analyzed by Pearson’s correlation coefficient and multiple regression analysis. Burnout of PHNs was positively correlated with emotional labor (r = 0.64, p < 0.001) and negatively correlated with PHS (r = −0.51, p < 0.001) and POS (r = −0.51, p < 0.001). In the association between emotional labor and burnout, PHS (B = −1.36, p < 0.001) and POS (B = −0.42, p = 0.001) had a partial mediating effect. Reduction of burnout among PHNs requires not only effective management of emotional labor but also personal and organizational efforts to improve PHS and POS.

Teaching College in the Time of COVID-19: Gender and Race Differences in Faculty Emotional Labor

Abstract: The COVID-19 pandemic placed new teaching demands upon faculty that may have exacerbated existing race and gender disparities in the amount of emotional labor they perform. The present study surveyed 182 full-time tenured and tenure-track faculty from three small private liberal arts colleges to examine the effect of social and professional statuses on emotional labor (i.e., managing the expression of emotions to meet job requirements) during the emergency switch to remote instruction in spring 2020. Ordinary least squares (OLS) regression revealed that white cisgender men performed less emotional labor than Black, Indigenous, and People of Color (BIPOC) cisgender men, BIPOC cisgender women, and white cisgender women and gender non-conforming (GNC) faculty. Student demands for special favors fully mediated the relationship between intersectional race and gender identity and self-directed emotional labor and partially mediated its relationship with student-directed emotional labor. We conclude that the status shield afforded white cisgender men by their race and gender protected them from student demands that would have required them to engage in as much emotional labor as faculty with other intersectional race and gender identities during the pandemic. We discuss considering differences in emotional labor when making personnel decisions.The online version contains supplementary material available at 10.1007/s11199-021-01271-0.

Artificial Emotions and Love and Sex Doll Service Workers

Abstract: Realistic looking humanoid love and sex dolls have been available on a somewhat secretive basis for at least three decades. But today the industry has gone mainstream with North American, European, and Asian producers using mass customization and competing on the bases of features, realism, price, and depth of product lines. As a result, realistic life size artificial companions are becoming more affordable to purchase and more feasible to patronize on a service basis. Sexual relations may be without equal when it comes to emotional intimacy. Yet, the increasingly vocal and interactive robotic versions of these dolls, feel nothing. They may nevertheless induce emotions in users that potentially surpass the pleasure of human-human sexual experiences. The most technologically advanced love and sex robots are forecast to sense human emotions and gear their performances of empathy, conversation, and sexual activity accordingly. I offer a model of how this might be done to provide a better service experience. I compare the nature of resulting “artificial emotions” by robots to natural emotions by humans. I explore the ethical issues entailed in offering love and sex robot services with artificial emotions and offer a conclusion and recommendations for service management and for further research.

Employees' job insecurity perception and unsafe behaviours in human–machine collaboration

Abstract: PurposeThis study aimed to explore the relationship between job insecurity and unsafe behaviour in human–machine collaboration, as well as investigating the mediating roles of emotional exhaustion and moderating roles of psychological detachment.Design/methodology/approachThe authors followed the stressor-detachment model to build our research model. The authors selected manufacturing and service industry employees as samples, and designed three independent studies using the time-lagged method for SPSS and AMOS to test the hypotheses.FindingsThe results indicated that emotional exhaustion mediated the relationship between the two types of job insecurity and unsafe behaviours among service industry employees, while psychological detachment moderated the effect of qualitative job insecurity on emotional exhaustion. In manufacturing, psychological detachment moderated the effect of quantitative job insecurity on emotional exhaustion, while emotional exhaustion mediated the relationship between quantitative job insecurity and unsafe behaviours.Research limitations/implicationsThe authors enhance understandings of how individual employee characteristics and the work environment jointly influence employees' levels of emotional exhaustion and likelihood of engaging in unsafe behaviours under the stressor-detachment model.Practical implicationsThe authors suggest an important role of psychological detachment in human–machine collaboration. The authors also that organisations and managers could encourage employees not to check work-related emails on weekends to achieve full detachment.Originality/valueThis study contributes to both the stressor-detachment model and job insecurity literature. In addition, it investigates the role of detachment and emotional exhaustion by employees in human–machine collaboration.

A perfect storm: Customer sexual harassment as a joint function of financial dependence and emotional labor.

Abstract: Sexual harassment from customers is prevalent and costly to service employees and organizations, yet little is known about when and why customers harass. Based on a theoretical model of power in organizations, we propose that sexual harassment is a function of employees' financial dependence on customers (i.e., tips) and deference to customers with emotional labor ("service with a smile") jointly activating customer power. With a field survey study of tipped employees who vary in financial dependence and emotional display requirements (Study 1), and an online experiment that manipulates financial dependence and emotional displays from the customer's perspective (Study 2), our results confirm that these contextual factors jointly increase customer power and thus sexual harassment. Our research has important practical implications, suggesting that organizations can reduce customer sexual harassment by changing compensation models or emotional labor expectations in service contexts. (PsycInfo Database Record (c) 2022 APA, all rights reserved).

The emotional intensity of educational leadership: a scoping review

Abstract: Principals around the world are in crisis. There is a looming shortage of people who want to take up the role, and principals deal with heightened emotions each day – both their own and those of others. The work of school leaders is emotionally intense, and the intense nature of their work has direct consequences for principals’ health and well-being and their own personal relationships. This paper presents a scoping review into aspects of leaders’ labor which are often undervalued or overlooked – those that are grounded in emotions, relationships, and ethics of care. It explores the literature across four key themes: emotions and emotional labor, relationships, health and well-being, and care. The emotional intensity of principals’ work is evident across these themes, and the paper highlights the importance of focusing on these elements of principals’ work into the future.

With Head and Heart: How Emotions Shape Paradox Navigation in Veterinary Work

Abstract: Emotions are part of everyday life, and paradox scholars have long acknowledged that navigating paradox, i.e., opposite, interrelated, and enduring tensions, is inherently emotional. Yet, how such emotions shape the ways in which individuals navigate paradoxes remains unclear. Drawing on an in-depth qualitative study of 63 veterinarians facing the business-care paradox, I develop an emotionally informed model of how individuals navigate paradox at work. I find that emotions: (a) make paradox salient by surfacing a personal connection to paradoxical tensions; (b) trigger flexible emotional labor while responding to paradox; and (c) leave emotional traces that foster ongoing learning. In so doing, I surface how emotions shape the way paradoxes are recognized and experienced. My model invites paradox scholars to consider the centrality of emotions in paradox navigation, thus moving beyond emotions as something to be avoided and instead embracing their generative potential. Foregrounding emotions offers rich theoretical opportunities for future work.

The Relationship between Chinese Teachers’ Emotional Labor, Teaching Efficacy, and Young Children’s Social-Emotional Development and Learning

Abstract: The existing literature has established the effects of emotional labor on teachers’ wellbeing indicators and teaching efficacy, leaving its impact on students’ outcomes unexplored. Following Grandey’s integrative model of emotional labor and social-emotional learning (SEL) framework, this study explored the relationship between teachers’ emotional labor, teaching efficacy, and young children’s social-emotional development and learning in early childhood settings. Thirteen preschools were recruited through stratified random sampling in Shenzhen, China. Altogether, 49 classrooms were involved, and three teachers and six children were sampled from each classroom, resulting in a sample of 124 teachers and 241 children. Teachers’ emotional labor strategy, sense of efficacy, and children’s social-emotional development and learning were surveyed. Structural equation modeling has confirmed that teachers’ natural and surface acting predicted their teaching efficacy. Bootstrapped mediation analysis revealed that the mediation paths from teachers’ emotional labor to children’s learning approaches and social-emotional development varied significantly for teachers in different positions. The study implies that different guidelines and training are needed for teachers in different positions to help them cope with varied emotional labor at work and promote their teaching efficacy for young children’s better development.

Managerial Challenges of Emotional Labor Disruption: The COVID-19 Crisis in Mexico

Abstract: The purpose of this article is to contribute to the knowledge of managing emotional labor during a crisis. The COVID-19 pandemic has been a disrupting event, particularly affecting frontline healthcare workers and their supervisors who faced pressures to manage emotions during their interactions with patients. Emotional labor has been studied in emergencies; however, the case of Mexico offers insights into an understudied context and a long and singular crisis. Drawing from multi-level storytelling interviews with medical managers, physicians, and nurses in hospitals in different states of Mexico, this article argues that COVID-19 blurred relationships between performance and outcomes of emotional labor. As the organizational goal focused mainly on saving lives, some workers intensified and performed emotional labor innovatively, but others deviated from feeling rules. Managers’ role became crucial for employees to abide by affective requirements facing disruption.

Professional Identity and Emotional Labor Affect the Relationship between Perceived Organizational Justice and Job Performance among Chinese Hospital Nurses.

Abstract: AIM To investigate the influence of perceived organizational justice, professional identity, and emotional labor on nurses' job performance. BACKGROUND Previous studies have not explored the impact of professional identity and emotional labor on the relationship between perceived organizational justice and job performance. However, how to mobilize the enthusiasm of nurses and improve their job performance is the key for nursing managers to realize the sustainable development of hospitals. METHODS A cross-sectional survey design was conducted. A total of 951 nurses from public hospitals in China participated in the survey from March-June 2021. The descriptive statistical approach, Pearson's correlation analysis, and the PROCESS Macro Model 4 and 14 in regression analysis were used to analyze the available data. RESULTS The results showed that nurses' perceived organizational justice, professional identity, emotional labor, and job performance were significantly positive correlations between every two variables, with coefficients ranging between 0.24-0.75. Professional identity played a whole mediating role in perceived organizational justice and job performance, accounting for 98.04% of the total effect; meanwhile, this process was moderated by emotional labor. CONCLUSIONS Perceived organizational justice positively predicted nurses' job performance; as a mediating mechanism with moderating, professional identity and emotional labor further explained how perceived organizational justice promoted the job performance of nurses. IMPLICATIONS FOR NURSING MANAGEMENT This study highlighted the moderated mediation role of professional identity and emotional labor between nurses' perceived organizational justice and job performance. Understanding this mechanism has guiding significance for nursing managers to improve nurses' job performance.

Impact of Nurses’ Emotional Labor on Job Stress and Emotional Exhaustion amid COVID‐19: The Role of Instrumental Support and Coaching Leadership

Abstract: Abstract Aim This study examines Pakistan nurses’ emotional labor and stress in healthcare emergencies on their emotional exhaustion and availability of support at organizational and managerial levels to alleviate the effects. Background As COVID‐19 pandemic has been declared a global outbreak and many countries have enacted medical emergencies, this has increased job demands and expected desired emotional expressions from frontline workers. Such high levels of job demand contribute to various stress reactions among employees. Methodology Authors applied a longitudinal design, using an experimental approach, to collect data from 319 nurses serving in 107 government hospitals in Pakistan. The authors surveyed nurses at two‐time points with the interval of 3 months by using an online questionnaire tool. At one time, they asked nurses to report on emotional labor, stress, and exhaustion. In the second phase, after providing supports (during interval phase) at different levels, the authors repeated the same scales from same participants in addition to instrumental support and coaching leadership. Data were processed using SPSS‐Amos for elementary analysis and Process‐macro for robustness and hypotheses testing. Results Authors find that job stress fully mediates relationship between surface acting and emotional exhaustion in controlled phase and partially mediates in intervention phase. Furthermore, in intervention phase, authors find that instrumental support moderates and alleviate positive effects of emotional labor on job stress, and coaching leadership moderates and lessens positive effects of job stress on emotional exhaustion. Conclusion This research concludes that healthcare organizations can alleviate emotional exhaustion caused by emotional labor and job stress amid emergencies by providing support at different levels; organizational and managerial. However, the effectiveness of these supports depends on high to low levels. Implications for Nursing Management This study demonstrates that to handle and support emotional labor and job stress to avoid emotional exhaustion in healthcare emergencies, organizational supports matter. Support at organizational level can include instrumental support. At managerial level, holding a coaching leadership style can foster external facets of management while uplifting the internal support qualities of confidence and self‐awareness that improve the individuals’ ability to lead; work with paradox and uncertainty.

Emotional Labor and Professional Identity in Chinese Early Childhood Teachers: The Gendered Moderation Models

Abstract: The sustainable development of early childhood institutions in aging China calls for the sustainable development of early childhood teachers, which should attend to the balanced development between male and female teachers. Yet this issue has not been adequately investigated in the literature. To fill this research gap, this study explored the gender differences in Chinese early childhood (EC) teachers’ professional identity (PI) and emotional labor strategies. Altogether, 250 teachers (146 female and 104 male, Mage= 30.28 years, SD = 7.81) from Southern China were sampled and surveyed. First, the independent samples t-tests revealed significant gender differences in teachers’ PI, deep acting, and surface acting. Second, the structural equation modelling results demonstrated that PI fully mediated the relationship between teacher educational attainment, years of teaching experience, and natural and deep acting. Third, multigroup analysis confirmed different mediation paths for female and male teachers. These findings suggest that male and female early childhood teachers differed in their sense of PI and use of emotional labor strategies. Therefore, future policymaking efforts should design and implement teacher professional development (PD) programs and teacher support mechanisms catering to male EC teachers’ needs, characteristics, and difficulties in the Chinese EC workforce.

Burn-out, emotional labour and psychological resilience among gastroenterology nurses during COVID-19: a cross-sectional study

Abstract: Objectives To investigate the relationship between burn-out, emotional labour and psychological resilience of gastroenterology nurses during the COVID-19 pandemic and explore the factors associated with these specific variables. Design A multicentre cross-sectional study with anonymous self-reporting was conducted from 24 November 2021 to 26 December 2021. Setting The study was conducted in Fujian Province, China. Participants The participants were 345 gastroenterology nurses from 7 tertiary hospitals. Primary and secondary outcome measures Burn-out, emotional labour and psychological resilience were the primary outcome measures. Using a convenience sampling method, the data were collected using Questionnaire Star (a tool for questionnaire surveys) via WeChat. The Chinese version of the Maslach Burnout Inventory, the Chinese version of the Emotional Labour Scale and the Chinese version of the Psychological Resilience Scale were used to evaluate burn-out, emotional labour and psychological resilience, respectively. Results The total scores for burn-out, emotional labour and psychological resilience in gastroenterology nurses were 53.07±19.63, 38.79±12.22 and 69.97±22.38, respectively, with less use of deep acting and more use of surface acting. Pearson correlation analysis showed that burn-out was positively correlated with two dimensions of emotional labour; surface acting and emotional expression, and negatively correlated with deep acting. There was a negative correlation between emotional labour and all three dimensions of psychological resilience. Conclusions Greater adoption of deep acting by nurses can be promoted by improving their psychological resilience during events such as the COVID-19 pandemic, which can help improve emotional labour, thereby reducing burn-out and decreasing turnover rates. Senior management in hospitals must pay attention to nurses’ psychological status. Further interventional studies could be conducted in the future to explore relevant measures.

Relationship Between Emotional Labor and Mental Health in Preschool Teachers: Mediation of Psychological Capital

Abstract: This study explored the relationship among the emotional labor, psychological capital, and mental health of preschool teachers. A questionnaire survey was conducted on 411 preschool teachers in China. The results revealed the following: (1) One emotional labor strategy (Surface acting) had a significant negative effect on mental health, whereas two emotional labor strategies (expression of naturally felt emotions and deep acting) had significant positive effects. (2) The psychological capital of preschool teachers had a complete mediation on the relationship between expression of naturally felt emotions and mental health and between the deep acting and mental health.

Remote work video meetings: Workers’ emotional exhaustion and practices for greater well-being

Abstract: Meeting science literature provides a foundation for understanding workplace meetings as a source of stress. However, a new form of worker stress, “Zoom fatigue,” quickly emerged during the COVID-19 pandemic when organizations rapidly adopted video meetings for remote work-from-home. We sought to understand workers’ perceptions about video meeting experiences and how they relate to their sense of emotional exhaustion. Additionally, we were curious about what workers might see as ways to make video meetings less tiring and more beneficial. These insights could inform practical solutions for leaders and organizations to reduce the stress and resulting emotional fatigue related to video meetings. This mixed-methods study, based on survey data collected in August 2020 from 345 workers at a cross-section of U.S.-headquartered organizations, provides evidence of worker experiences related to video meeting stress. The quantitative and qualitative results show that workers feel psychologically depleted by video meeting load, an excess of load needed to do their job, video meetings that are not beneficial to them, video meetings that conflict with the time and energy needed to perform their other job responsibilities and fulfill their home responsibilities, and the perceived necessity to surface act. The data show these factors relate to diminished well-being in the form of emotional exhaustion. Participants’ qualitative responses corroborate the results and suggest supportive practices related to planning and inclusion and supportive interaction that can ease video meeting exhaustion.

Impact of emotional labour on taking charge to predict employee’s creative and task performance: The moderation of performance-based pay from the lens of self-determination theory

Abstract: The importance of emotional labouring and performance of frontline service employees, who in their boundary-spanning positions significantly affect service-rendering organisations’ efficiency by their direct communications with customers, continues to increase. However, it is still important to ascertain an efficient understanding of the comprehensive process including behavioural mechanism and a common perception of the rewards’ impacts on motivation and creativity. Therefore, guided by self-determination theory, this study examined the mechanism and boundary conditions between emotional labour and job performance (creative and task)–specifically, taking charge has been considered as a mediator and performance-based pay as a moderator in between relationships. The authors selected a time-lagged cross-sectional design to investigate interrelations amongst study variables at two different time points and surveyed 417 team members and 186 team leaders in Pakistan’s commercial banks. Findings were consistent with the assumed conceptual framework. For instance, deep-acting affected taking charge positively, surface-acting demonstrated a positive link with task performance and taking charge partially mediated the relationships between deep-acting and performances under boundary conditions of low performance-based pay. By summing up, the study adds to the literature and recommends managerial implications with a more affluent view of nomothetic linkage among frontline employees’ emotional labor, HR practices, and the service sector.

Emotional labor & COVID-19: MPA program director perspectives

Abstract: ABSTRACT Emotional labor refers to the management and regulation of emotions as part of one’s professional role. This research is one of the first to provide insight into the role of emotional labor during a global pandemic for Master of Public Administration (MPA) Program directors. Our paper both replicates and extends previous work in emotional labor through examining survey data from 92 MPA Directors. Using emotional labor as our descriptive framework, the findings suggest gender and academic rank indicate whose workload has been affected during the coronavirus pandemic. Furthermore, the results indicate the likelihood of greater burdens experienced by women, both white women and women of color. Our findings offer additional understanding about how emotional labor continues to impact certain populations within our public administration and policy discipline, sounding the alarm for MPA programs to address the problems at hand.

“Predators of Emotions”: The Role of School Assessment Policies in English Language Teachers' Emotion Labor

Abstract: Emotion labor is expecting individuals to display institutionally-accepted emotional behaviors. This study examined the role of school assessment policies in 13 Iranian English language teachers' emotion labor in a private language school. To this end, data were collected from semi-structured interviews and narrative frames. Data analyses revealed three major themes in relation to the teachers' assessment-related emotion labor: Constrained assessment agency, resilience in assessment, and the significance of heeding assessment emotions. The study shows that top-down policies of the school created emotional conflicts for the teachers, yet such policies in turn motivated the teachers to invest more in implementing assessment techniques that respond to their own and students' needs. The findings are discussed in light of contextual particularities of assessment, which are linked to power and dominant discourses shaping teachers' assessment-related emotion labor. Based on the findings, we provide implications for policymakers and teacher educators to pay more focal attention to teachers' assessment emotions and emotion labor.