Emotional labor

About: Emotional labor is a research topic. Over the lifetime, 3948 publications have been published within this topic receiving 112110 citations. The topic is also known as: emotional labour.

Satisfied Workers, Retained Workers: Effects of Work and Work Environment on Homecare Workers' Job Satisfaction, Stress, Physical Health, and Retention

Abstract: The goal of this project was to assist health system managers and policy makers develop policies and strategies to recruit and retain human resources in the homecare sector and have a satisfied, healthy workforce. The overall research question was: How do the work characteristics of homecare workers and the work environment in homecare contribute to job satisfaction, stress, physical health, and retention? The research is designed as a mixed-method approach with both qualitative and quantitative data. Results showed that restructuring and organizational change in the homecare sector has contributed to both mental and physical health problems (including job stress and musculoskeletal disorders), job dissatisfaction, and retention problems. Factors that contribute to higher levels of satisfaction and the propensity to stay with the organization include organizational and peer support, working one-on-one with clients, doing emotional labour (that is, the work involved in dealing with other people’s feelings), and satisfaction with schedules, pay, and benefits. This study also examined the association between job flexibility and job insecurity and self-reported musculoskeletal disorders and found no relationship between these variables and musculoskeletal disorders.

Effects of Teacher Personalities on Emotional Exhaustion: Mediating Role of Emotional Labor

Abstract: One of the most indispensable and important elements of education is teachers whose personality closely affects training and education. In this context, this study examined the effects of teachers' personality traits on their emotional exhaustion in a mediating model which centers around emotional labor. Data were obtained from 798 teachers working in primary and high schools in Ankara and Eskisehir. According to the findings of hierarchical regression analysis, neuroticism and extraversion were found to significantly affect emotional exhaustion whereas other dimensions of personality were not found to be predictive of emotional exhaustion. In general, personality traits were found to predict emotional labor and all dimensions of emotional labor were found to affect emotional exhaustion. Further, fi ndings of mediation analysis showed that surface acting was the only mediator in the relation between neuroticism and emotional exhaustion.Key WordsPersonality, The Big Five Personality, Emotional Exhaustion, Emotional Labor.Problems at workplace affect not only personal life but also work life in a negative way and cause a general unhappiness. This kind of long term unhappiness experienced individually and called as burnout produces negative results both for employees and organizations. Thus the term "burnout" has become an important focus of behavioral investigations. Several personal and organizational factors may determine the level of burnout. In this respect, personality is thought to be one of these factors (Barrick & Mount, 2005; Judge, Woolf, & Hurst, 2009). Hence personality, indicating personal emotions and behaviors (Connor-Smith & Flashbart, 2007), significantly influences employee happiness or unhappiness in general.Considering the fact that burnout is a general state of exhaustion especially for frontline occupations that require face to face interactions and emotional processes (Maslach & Jackson, 1981), it is in fact a serious danger for teachers. Yet, teachers, regardless of their own emotional state, are supposed to listen to students' problems, give them advice, behave warmly towards students, stay calm even in interactions with problem students or attract the attention of students to provide effective learning. All these facts may cause a general exhaustion in teachers.In the relationship between personality and burn-out, other variables such as emotional labor may have a mediating role (Judge et al., 2009). A criti- cal component in various occupations that require interpersonal contact; emotional labor is the act of expressing anticipated emotions during service interactions (Ashforth & Humprey, 1993). Emotional labor is not only affected by personality but it affects the level of burnout itself (Hochschild, 1983; Sutton & Wheatly, 2003; Wharton, 1999).On the basis of these approaches, effects of teachers' personality on their burnout and the mediating role of emotional labor in this relationship were examined in the current study. Variables of personality and emotional labor were investigated along with all their sub-dimensions. However, only the emotional exhaustion of burnout dimension was explored since it is thought to be the core component and the most obvious symptom of burnout (Maslach, Schaufeli, & Leiter, 2001). Although there are a great number of studies on different occupations demonstrating the relations between personality and emotional exhaustion (Kokkinos, 2007; Lopez, Bolano, & Narino, 2010), personality and emotional labor (Austin, Dore, & O'Donovan, 2007; Bono & Vey, 2007) and, emotional labor and burnout dimensions (Pugliesi, 1999; Zhang & Zhu, 2008), comprehensive studies examining all the variables together seem to be inadequate (Kiffin-Peterson, Jordon, & Souter, 2010). Thus, it is thought that the integrated approach of this study may contribute to the literature.Conceptual FrameworkEmotional Exhaustion: Burnout can be defined as the loss of power and energy because of failure, attrition and overload, or the depletion of individuals internal resources as a result of irretrievable demands (Freudenberger, 1974). …

Chapter 1 Synthesizing What We Know and Looking Ahead: A Meta-Analytical Review of 30 Years of Emotional Labor Research

Abstract: The purpose of the current chapter is to meta-analytically examine the nomological network around emotional labor. The results show that negative display rules, high level of job demand, frequent contacts with customers, and lack of autonomy and social support are significantly related to surface acting, whereas display rules, opportunities to display various emotions, and frequent, intensive, and long time contacts with customers are significantly related to deep acting. Further, people high on negative affectivity and neuroticism are more likely to surface act, whereas people high on positive affectivity and extraversion are more likely to deep act. In addition, surface acting is mainly associated with undesirable work outcomes, whereas deep acting is mainly related to desirable work outcomes.

The effects of relationship bonds on emotional exhaustion and turnover intentions in frontline employees

Abstract: Purpose – This paper aims to extend the relationship marketing concept to examine which relationship bonds (social, structural and financial bonds) have different effects on employee affective (want to stay), normative (ought to stay) and continuance commitment (have to stay). Preventing emotional exhaustion in frontline employees and helping them stay on the job is an important topic for emotional labor research. The research also investigates which types of commitment influence emotional exhaustion and turnover intentions significantly. Design/methodology/approach – Data were collected through a self-reported questionnaire administered to 401 restaurant service industry frontline workers. Findings – The findings support the hypothesis that whereas social and financial bonds influence affective commitment, structural and financial bonds influence continuance commitment. Furthermore, affective commitment is a crucial factor for preventing emotional exhaustion and turnover intentions, whereas continuance c...

Relation of Workers Expectation to Satisfaction with Supervisor

Abstract: Summary A number of investigations, carried out at the Survey Research Center of the University of Michigan, have shown a consistent relationship between certain patterns of supervisory behavior and workers’satisfaction (3). The findings of the present study, which deals with Israeli workers, seem to confirm the conclusions reached at the University of Michigan: a stern attitude on the part of the supervisor goes together with lower satisfaction of the worker. When the worker's expectation, with regard to the behavior of the supervisor, is also considered, a different picture is, however, revealed : a certain supervisory attitude might lead to different levels of worker's satisfaction, according to whether such an attitude conforms or not with the expectation of the worker.