Topic
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.
Papers published on a yearly basis
Papers
More filters
••
TL;DR: In this article, the authors investigated the roles and compared the effects of emotional determinants that affect service orientation of hotel managers and line employees and found that display rule perception, emotional intelligence, and sense of accomplishment have positive effects, whereas depersonalization has a negative effect, on service orientation.
Abstract: Given that the quality of the interpersonal interaction between customers and hospitality employees plays a critical role in customer satisfaction, both the concepts of emotion in the workplace and service orientation toward customers have attracted a great deal of interest in the hospitality industry. However, although the two concepts have strong theoretical relevance to one another, research about what emotional factors affect employee service-oriented commitments is lacking. This empirical study investigated the roles and compared the effects of emotional determinants that affect service orientation of hotel managers and line employees. Data were collected from 309 customer-contact hotel managers and line employees in the United States. Results of hierarchical regression analysis revealed that display rule perception, emotional intelligence, and sense of accomplishment have positive effects, whereas depersonalization has a negative effect, on service orientation. The results of this study also indicat...
37 citations
••
TL;DR: In this paper, the authors explored the relationship of emotional labor strategies (i.e., surface and deep acting) with emotional exhaustion, organizational commitment, and turnover intentions among employees in the hospitality industry in India.
Abstract: The present research explores the relationship of emotional labor strategies (i.e., surface and deep acting) with emotional exhaustion, organizational commitment, and turnover intentions among employees in the hospitality industry in India. Data were collected from 204 frontline hotel employees representing different departments. The results of the study demonstrate that surface acting is positively related with emotional exhaustion and turnover intentions and negatively related to affective organizational commitment. Moreover, deep acting was observed to have a negative influence on emotional exhaustion. The findings of the study indicate that frequent use of surface acting may have detrimental consequences for employees as well as for the organization. Managerial implications of the study are discussed.
37 citations
••
TL;DR: This article found that emotional labor is essential to public service at the street level and there is evidence that it contributes to job satisfaction. But the interaction of gender with performance of emotional labor was not explored.
Abstract: Emotional labor is essential to public service at the street level. And there is evidence that it contributes to job satisfaction. But the interaction of gender with performance of emotional labor ...
37 citations
••
TL;DR: In this article, the authors focused on female inbound call center counselors who are easily exposed to emotional labor when customers express anger and hostility and use swear words toward invisible targets on the phone.
Abstract: This study is focused on female inbound call center counselors who are easily exposed to emotional labor when customers express anger and hostility and use swear words toward invisible targets on the phone. Our study is based on 244 responses from female inbound call center counselors. Job stress has a significantly negative effect on job satisfaction and self-esteem. It was shown that self-esteem has a partially mediating effect, and turnover experience had a moderating effect. It is important to shed new light on the roles of self-esteem among determinants of job satisfaction.
37 citations
•
22 Apr 1999
TL;DR: The Emotional Labor of Grassroots Leadership Tools: Grassroots leadership Step by Step as discussed by the authors, is an example of such a tool that can be used to build credibility and trust in grassroot leaders.
Abstract: Because If You Don't, No One Will Create a Compelling Future Let the Customer Drive the Organization Involve Every Mind Manage Work Horizontally Build Credibility and Trust The Emotional Labor of Grassroots Leadership Tools: Grassroots Leadership Step by Step Appendices Notes Bibliography References Index About the Authors About AchieveGlobal
37 citations