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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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Journal ArticleDOI
TL;DR: This article developed a theoretical model that explains the role of managing emotions in the incidence and outcomes of voice and found that emotion regulation knowledge predicted more frequent voice, mediated by the emotional labor strategies of deep acting and surface acting, and enhanced the contributions of voice to performance evaluations.
Abstract: Intense emotions such as frustration, anger, and dissatisfaction often drive employees to speak up. Yet the very emotions that spur employees to express voice may compromise their ability to do so constructively, preventing managers from reacting favorably. I propose that to speak up frequently and constructively, employees need knowledge about effective strategies for managing emotions. Building on theories of emotion regulation, I develop a theoretical model that explains the role of managing emotions in the incidence and outcomes of voice. In a field study at a health care company, emotion regulation knowledge (1) predicted more frequent voice, (2) mediated by the emotional labor strategies of deep acting and surface acting, and (3) enhanced the contributions of voice to performance evaluations. These results did not generalize to helping behaviors, demonstrating that emotion regulation uniquely affects challenging but not affiliative interpersonal citizenship behaviors. This research introduces emotion regulation as a novel influence on voice and its consequences. [ABSTRACT FROM AUTHOR]

241 citations

Journal ArticleDOI
TL;DR: Results suggest that surface actors can regulate emotions effectively on an episode-to-episode basis but find the episode more difficult, and surface actors exhibit more general tendencies to devalue themselves and experience fewer positive emotions.
Abstract: This study examined emotional labor processes from a within-person, episodic framework The authors hypothesized that the influence of negative emotions on affective delivery would be lessened by regulation strategies for supervisor perceptions but not self-perceptions In addition, difficulty maintaining display rules was hypothesized to mediate the relation between negative emotions and self-perceptions of affective delivery Finally, the influence of surface acting strategies on these processes as well as correlations with individual differences was investigated Hypotheses were tested using ecological momentary assessment of a sample of cheerleading instructors Results suggest that surface actors can regulate emotions effectively on an episode-to-episode basis but find the episode more difficult In addition, surface actors exhibit more general tendencies to devalue themselves and experience fewer positive emotions

241 citations

Journal ArticleDOI
TL;DR: In this paper, the authors investigated the learning of feelings for caring occupations, and presented a detailed case study, based on both quantitative and qualitative data, of a group of childcare students throughout their two-year course.
Abstract: There is debate among early years experts about the appropriate degree of emotional engagement between nursery nurses and the children in their care. Through research into the learning cultures of further education (in the Economic and Social Research Council’s Teaching and Learning Research Programme), the author considers how prospective nursery nurses first learn to deploy emotion in their work. Few researchers have investigated the learning of feelings for caring occupations, and this article presents a detailed case study, based on both quantitative and qualitative data, of a group of childcare students throughout their two-year course. In analysing its official, unwritten, and hidden curricula, and the social practices of learning it entails, the author draws on feminist readings of Marx and Bourdieu to reveal how gendered and class-fractional positionings combine with vocational education and training to construct imperatives about ‘correct’ emotions in childcare. The author compares theorisations of emotional capital and emotional labour, and suggests we need social rather than individualised understandings of how feelings are put to work. The author concludes that emotional labour carries costs for the nursery nurse, not because children consume her emotional resources, but because her emotional labour power is controlled and exploited for profit by employers.

238 citations

Journal ArticleDOI
TL;DR: The psychological consequences of emotional labour for workers have been an ongoing project among students of emotional labor as discussed by the authors, drawing on Hochschild's pathbreaking work in this area, five major streams of qualitative and quantitative research have emerged, including the experiences of workers who perform emotional labor, comparisons between performers and nonperformers, conditions under which emotional labor may be positive or negative, variations between workers that condition their responses to emotional labour, and consequences of emotionally labor at work for workers' private lives.
Abstract: Understanding the psychological consequences of emotional labor for workers has been an ongoing project among students of emotional labor Drawing on Hochschild's pathbreaking work in this area, five major streams of qualitative and quantitative research have emerged, including (1) the experiences of workers who perform emotional labor; (2) comparisons between performers and nonperformers of emotional labor; (3) the conditions under which emotional labor may be positive or negative; (4) variations between workers that condition their responses to emotional labor; and (5) consequences of emotional labor at work for workers' private lives This article reviews each area and concludes with suggestions for future research on the psychological consequences of emotional labor

237 citations

Journal ArticleDOI
TL;DR: In this paper, the centrality of emotion in the organizing process of 911 dispatchers is discussed and the role of emotional labor in the construction of organizational community is discussed. But, the authors focus on the positive aspects of emotional labour, not the negative aspects.
Abstract: Although both scholars and practitioners continue to privilege the “rational” aspects of organization, this article demonstrates the centrality of emotion in the organizing process. The case study method combines observation at a 911 center, interviews with dispatchers, and analysis of selected calls. Departing from most treatments of emotional labor, this article features workers who not only suffer through, cope with, and resist emotional labor but sometimes also seek it out. For these 911 dispatchers, emotional labor is a fun, exciting, and rewarding part of their work. In addition to providing a description of these neglected positive functions of emotional labor, this article speaks to a broader issue: the role of emotional labor in the construction of organizational community.

231 citations


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Performance
Metrics
No. of papers in the topic in previous years
YearPapers
2023124
2022302
2021246
2020303
2019326
2018285