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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01 Jan 1999
23 citations
TL;DR: In this paper, a mixed-method approach, exploring emotional labor and the relationship with burnout within a large police force in the north of England, was taken, where the use of audio diary provides in-depth exploration of feeling and display rules operating within the police service.
Abstract: Policing has long been recognized as an emotionally distressing and stressful occupation, and recent years have seen a marked increase in psychological illness within the police service of Britain. Research into the emotional labor of police officers and its psychological consequences is limited and has predominately engaged quantitative methodologies. This paper takes a mixed methods approach, exploring emotional labor and the relationship with burnout within a large police force in the north of England. The use of audio diary provides in-depth exploration of feeling and display rules operating within the police service. Narrative analysis of thirty-eight audio diary entries and a focus group is integrated with results from the Maslach and Jackson Burnout Inventory. Findings indicated depersonalisation as a requirement of feeling and display rules, a strategy also used as a form of coping, as well as experienced as an aspect of burnout. Emotional suppression went beyond interactions with members of the public, continuing into peer and family relationships, with many officers never expressing their true emotions. This presents an important opportunity for the police service of England and Wales to better understand and respond to the emotional pressures and coping mechanisms that officer's experience within their lives.
23 citations
TL;DR: In this article, the authors examined the relationship between perceptions of the customer (i.e., power and politeness), surface acting and job-related outcomes in a typical service context (a department store; Study 1) and explored the generalizability of these findings to a health care service context, in which customer-employee relationships, the emotional climate and customer behavior norms differ substantially.
Abstract: To date, the role of employee perceptions of customers has largely been overlooked in the emotional labor literature, particularly in the area of customer power. In two studies, we first examined the relationships between perceptions of the customer (i.e. power and politeness), surface acting and job-related outcomes in a typical service context (a department store; Study 1) and then explored the generalizability of these findings to a health care service context (a nursing home; Study 2), in which customer–employee relationships, the emotional climate and customer behavior norms differ substantially. Survey results indicate that for department store employees, perceiving customers as having higher power was associated with more reported surface acting and that certain negative effects of surface acting were exacerbated by interacting with impolite customers. These results were not replicated in our sample of nursing home employees. Our research suggests that customer-related variables have an impact on s...
23 citations
TL;DR: The authors used web-based simulated hospitality scenarios to examine cultural differences in emotional cognition of facial expressions among Chinese and American subjects in an exploratory study, and found that Chinese and Americans exhibited different emotional states in different scenarios.
Abstract: The study used web-based simulated hospitality scenarios to examine cultural differences in emotional cognition of facial expressions among Chinese and American subjects in an exploratory study. Re...
23 citations
TL;DR: In this article, the authors investigated the effect of emotions displayed and personal selling on customer purchase amount and re-patronage intention in convenience-goods retail service settings, and found that personal selling negatively influences consumption amount.
Abstract: The impact of employee performance on customer behavioural intentions and consumption behaviour is important to service marketers. In many service settings, service organizations require emotional display and personal selling to stay competitive in todays market. Based on a review of service literature, this study investigates the effect of emotions displayed and personal selling on customer purchase amount and re-patronage intention in convenience-goods retail service settings. This work applies mystery shopper methods to data collected from a Taiwan bakery chain. Analysis of the results from 519 responded questionnaires in this study reveal that positive emotions displayed by contact personnel are unrelated to consumption expenditure, but do affect re-patronage intention. Further, the results show that personal selling negatively influences consumption amount. This study suggests that service managers consider enhancing their emotional display perspective in human resource practices, and focus on perfor...
23 citations