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.
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TL;DR: In this paper, the authors investigated the effect of employees' emotional intelligence on burnout and job satisfaction and found that emotional intelligence had a direct, positive effect on emotional effort and personal accomplishment and a direct negative effect on ED and depersonalization.
282 citations
TL;DR: It is argued that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions and the employee'sSelf-efficacy when faking emotions, which moderate 3 out of 4 relationships.
Abstract: Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories.
280 citations
TL;DR: In this paper, the authors examine how identity processes shape how employees experience emotional labor, and maintain that when employees identify with their roles, emotional labor augments and affirms their identity.
Abstract: Emotional labor (expressing emotions as part of one's job duties, as in “service with a smile”) can be beneficial for employees, organizations, and customers. Meta-analytical summaries reveal that deep acting (summoning up the appropriate feelings one wants to display) generally has positive outcomes. Unlike surface acting (faking emotions), deep acting does not harm employee well-being, and deep acting is positively related with job satisfaction, organizational commitment, job performance, and customer satisfaction. Emerging research also suggests that a third form of emotional labor, natural and genuine emotional labor, is a frequently used emotional labor strategy that has positive effects for both employees and customers. We examine how identity processes shape how employees experience emotional labor, and we maintain that when employees identify with their roles, emotional labor augments and affirms their identity. Person-job fit is an important moderator that influences whether emotional labor enhances or hinders employee well-being. Emotional labor may also have positive outcomes when organizations grant more autonomy and adopt positive display rules that call for the expression of positive emotions. Recent research also indicates that emotional labor strategies may improve leadership effectiveness. Research opportunities on the bright side of emotional labor are abundant.
279 citations
01 Jan 2005
TL;DR: One of the most neglected dimensions of educational change is the emotional one as discussed by the authors, where the task of leadership is to manipulate the mood and motivation of their staffs, in order to manage them more effectively.
Abstract: One of the most neglected dimensions of educational change is the emotional one. Educational and organizational change are often treated as rational, cognitive processes in pursuit of rational, cognitive ends. If emotions are acknowledged at all, this is usually in a minimalist way in terms of human relations or climate setting, where the task of leadership is to manipulate the mood and motivation of their staffs, in order to manage them more effectively. The more unpredictable passionate aspects of learning, teaching and leading, however, are usually left out of the change picture.
274 citations
TL;DR: The authors examined relationships between emotional labour, burnout, and job satisfaction in a sample of UK teachers and found that social support mitigates the negative impact of emotional demands on emotional exhaustion, feelings of personal accomplishment and job satisfactio...
Abstract: Although teaching has been described as a profoundly emotional activity, little is known about the emotional demands faced by teachers or how this impacts on their well-being. This study examined relationships between ‘emotional labour’, burnout (emotional exhaustion, depersonalisation and personal accomplishment) and job satisfaction in a sample of UK teachers. Also examined was whether workplace social support moderated any relationships found between emotional labour and strain. The relationship between job experience and emotional labour was also investigated. Six hundred and twenty-eight teachers working in secondary schools in the UK completed questionnaires. Significant associations were observed between emotional labour and all outcomes, with a positive relationship found between emotional labour and personal accomplishment. Some evidence was found that social support mitigates the negative impact of emotional demands on emotional exhaustion, feelings of personal accomplishment and job satisfactio...
273 citations