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: Early childhood education and care (ECEC) has a legitimate aspiration to be a "caring profession" like others such as nursing or social work, defined by a moral purpose as discussed by the authors.
Abstract: This paper argues that early childhood education and care (ECEC) has a legitimate aspiration to be a ‘caring profession’ like others such as nursing or social work, defined by a moral purpose. For example, practitioners often draw on an ethic of care as evidence of their professionalism. However, the discourse of professionalism in England completely excludes the ethical vocabulary of care. Nevertheless, it necessarily depends on gendered dispositions towards emotional labour, often promoted by training programmes as ‘professional’ demeanours. Taking control of the professionalisation agenda therefore requires practitioners to demonstrate a critical understanding of their practice as ‘emotion work’. At the same time, reconceptualising practice within a political ethic of care may allow the workforce, and new trainees in particular, to champion ‘caring’ as a sustainable element of professional work, expressed not only in maternal, dyadic key‐working but in advocacy for care as a social principle.
168 citations
TL;DR: In this paper, the authors provide answers to the questions "Why do hospitality employees engage in service sabotage behaviors?" and "What can hospitality organizations do to mitigate them?" Based on conservation of, resources (COR) theory, they hypothesized hospitality employees' emotional labor, specifically, emotional dissonance, to be a major source of service sabotage.
168 citations
TL;DR: In this paper, a study of 911 call-takers describes the different ways human feeling is understood, expressed and managed in the emotionally-charged atmosphere of an emergency 911 communications center.
Abstract: This study of 911 call‐takers describes the different ways human feeling is understood, expressed and managed in the emotionally‐charged atmosphere of an emergency 911 communications center. After reviewing past work on emotion labor and organizational burnout, we describe the data, qualitative methods, and the role of call‐takers at Citywest Emergency Center. The heart of the paper is a description of the emotional landscape at 911, the organization's emotion rules, and the communicative devices call‐takers use to manage their emotion. Based upon this 911 case, we critique several assumptions made in past emotion labor and organizational burnout studies. The paper concludes with implications for emergency communications call‐taking.
166 citations
TL;DR: It is proposed that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion.
Abstract: Surface acting and deep acting with customers are strategies for service performance, but evidence for their effectiveness is limited and mixed. We propose that deep acting is an effective strategy for most employees, whereas surface acting's effect on performance effectiveness depends on employee extraversion. In Study 1, restaurant servers who tended to use deep acting exceeded their customers' expectations and had greater financial gains (i.e., tips) regardless of extraversion, whereas surface acting improved tips only for extraverts, not for introverts. In Study 2, a call center simulation, deep acting improved emotional performance and increased the likelihood of extrarole service behavior beyond the direct and interactive effects of extraversion and other Big Five traits. In contrast, surface acting reduced emotional performance for introverts and not extraverts, but only during the extrarole interaction. We discuss implications for incorporating traits into emotional labor research and practice.
166 citations
TL;DR: The authors found that organizations with more women at the street level have higher overall organizational performance, and that emotional labor contributes to organizational productivity over and above its role in employee turnover and client satisfaction.
Abstract: Scholars of public organizations have begun to emphasize emotional labor in studies of gender in the workplace, finding that the skills women bring to organizations are often overlooked and undercompensated even though they play a vital role in the organization. Emotional labor is an individual’s effort to present emotions in a way that is desired by the organization. The authors hypothesize that employers with greater emotional labor expectations of their employees will have more effective interactions with clients, better internal relationships, and superior program performance. This article tests the effects of emotional labor in a bureaucratic workforce over time. Multiple regression results show that organizations with more women at the street level have higher overall organizational performance. Additionally, emotional labor contributes to organizational productivity over and above its role in employee turnover and client satisfaction.
166 citations