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 2016
TL;DR: In this article, the authors summarize Hochschild's pathbreaking work and assess the state of the current multi-and interdisciplinary litera- ture on emotional labor and distinguish between two interrelated areas of research on emotional labour.
Abstract: The phrase "emotional labor" was coined by sociologist Arlie Hochschild in 1983 in her classic book, The Managed Heart. Jobs requiring emotional labor typically necessitate contact with other people external to or within the organization, usually involving face-to-face or voice-to-voice contact, especially in service work. In this article, the authors summarize Hochschild's pathbreaking work and assess the state of the current multi- and interdisciplinary litera- ture on emotional labor. They distinguish between two interrelated areas of research on emotional labor. The first area involves predomi- nantly, though not exclusively, qualitative case studies of employees at workplaces in the service sector. A second set of studies, primarily quantitative, investigates the link between emotional labor at home, in different jobs, or in nurturing activities (a specific form of emo- tional labor) and its consequences for individual employees' job satis- faction, productivity, and pay.
215 citations
TL;DR: In this article, the authors investigated the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover, and found that surface acting is directly related to employee turnover and emotional exhaustion, while deep acting was not linked to these outcomes.
214 citations
TL;DR: In this paper, a sample of 375 call centre employees from eight different call centres was compared with a non-call centre workers in terms of job characteristics, job stressors, and emotional labour (emotion work).
Abstract: Call centres have been one of the few booming branches in recent years. The main task of call centre operators is to interact with customers by telephone, usually supported by computer systems. It has been argued that call centre work is a modern form of “Taylorism”, because it is characterized by routine tasks, and low level of control for the employees. Moreover, it has been suggested that there is a high level of stress at work, both with regard to the work tasks and to the interactions with customers. In the present study a sample of 375 call centre employees from eight different call centres was compared with a sample of noncall centre workers (N = 405) in terms of job characteristics, job stressors, and emotional labour (emotion work). The results showed that call centre workers had worse job characteristics, but were better off with regard to most job stressors compared to representative comparison groups of no-service workers, service workers, and workers in human services respectively. Moreover, ...
213 citations
TL;DR: In this paper, the authors developed and test components of an organizing framework for emotional labor wherein various aspects of emotional labor are understood through the underlying discordance versus congruence in felt versus displayed emotions and found that discordant emotional labor states are associated with a range of harmful consequences (health-, attitudinal-, and performance-related), whereas congruent emotional labour states do not incur these harmful consequences.
Abstract: Emotional labor (EL) is the process by which employees manage their true feelings in order to express organizationally desired emotional displays. We develop and test components of an organizing framework for emotional labor wherein various aspects of emotional labor are understood through the underlying discordance versus congruence in felt versus displayed emotions. Meta-analytic results from 109 independent studies (total N = 36,619) demonstrate that discordant emotional labor states are associated with a range of harmful consequences (health-, attitudinal-, and performance-related), whereas congruent emotional labor states do not incur these harmful consequences. We identify different patterns of worker- and work-related correlates on the basis of emotional discordance–congruence, as well as interesting occupational differences in these relationships. Lastly, we find discordant forms of emotional labor partially mediate the effects of organizational display rules on burnout, whereas congruent states d...
210 citations
TL;DR: In this paper, the authors examined how the emotional labor strategies of deep acting and surface acting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers.
Abstract: The current study examined how the emotional labor strategies of deep acting and surface acting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers. Turnover data were collected from organizational records 6 months after participants responded to a survey that measured emotional labor strategies, emotional exhaustion, and turnover intentions. Results showed that turnover intentions mediated the relationship between deep acting and actual turnover. Additionally, surface acting had indirect effects on turnover through emotional exhaustion and turnover intentions. Copyright © 2009 John Wiley & Sons, Ltd.
210 citations