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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 paper conducted an interview and observation-based study of barristers at work and found that not only do they exhibit expected expected emotions, but also they do so differentially, and insights into the causes and effects of such emotional labour are discussed.
Abstract: Recent research has confirmed the study of emotion as an important organizational concept in its own right. Central to this claim is the growing body of research into the causes, content and consequences of emotional labour. However, despite a plethora of studies into the emotional labour of front-line staff, to date, professional groupings have been largely ignored. Notwithstanding occasional anecdotal references to physicians, existing research neglects the emotional facets of professional life. This study is designed to rectify this imbalance through the exploration and description of the extent, content and consequences of emotional labour by barristers. After detailing the research methods employed, the study presents the results of an interview and observation-based study of barristers at work. The findings suggest that not only do barristers routinely display expected emotions, but also they do so differentially. Insights into the causes and effects of such labour are also presented and discussed. The paper concludes with a series of implications and suggestions for future research.

147 citations

Journal ArticleDOI
TL;DR: In this paper, a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion is proposed, and empirically test this proposed relationship with a sample of 181 staff from two tourism based organisations providing a range of visitor/customer services.
Abstract: Conflicting empirical findings in studies assessing the relationship between emotional labour and negative job outcomes are partly due to the lack of clarity regarding the conceptualisation and measurement of emotional dissonance. Emotional dissonance has been variously described and measured as an antecedent or as a consequence of the performance of emotional labour, as well as an inherent component of emotional labour. Recent conceptualisations of dissonance have proposed a mediator role for emotional dissonance between emotional labour and the outcome of emotional exhaustion. Concepts from cognitive dissonance theory support this conceptualisation and were used to empirically test this proposed relationship with a sample of 181 staff from two tourism based organisations providing a range of visitor/customer services. The results demonstrated a significant partial mediation role for emotional dissonance in the relationship between emotional labour and emotional exhaustion, supporting the use of a more theoretically and methodologically consistent measure of emotional dissonance.

147 citations

Journal ArticleDOI
TL;DR: In this paper, the authors examined factors relating to how married couples make work and family decisions and found that gender and marriages are constructed and, in turn, reconstructed through the decisions couples make about work and families.
Abstract: In examining factors relating to how married couples make work and family decisions, we discovered that gender and marriages are constructed and, in turn, reconstructed through the decisions couples make about work and family. We qualitatively analyzed longitudinal data gathered from 61 couples who made a work and family decision. Husbands and wives provided information concerning their marriages in general and their work and family decision-making process in particular. We took a feminist critical stance on what couples considered as they faced the decision, and how their considerations were related to aspects of their relationship. The focus of this article is to illuminate how married couples construct gender and their marriages through their decisions concerning work and family. Building on decision-making research and feminist critiques of marital roles, we scrutinize work and family decisions. We show how interpersonal processes--those underlying and emergent patterns of interaction in intimate relationships--are experienced in ways that reflect the couples' construction of gender in their interpersonal lives and how that construction impacts the process of decision making. Through qualitative analysis, we illuminate how important the couples' own construction of gender and their marriages is in explaining the decisions they make and the ways those decisions change or cement their ideas about gender and about marriage. Thus, this research is aimed at providing a more complete understanding of why couples make the decisions they do regarding work and family. How is it that couples continue to make decisions that, from an economic standpoint, simultaneously disadvantage women and overburden men? The answer to this question points to how decisions that couples make about work and family perpetuate patriarchy. REVIEW OF LITERATURE The Gender Perspective and Construction of Marriage The gender perspective sees gender as produced in everyday activities (Ferree, 1990; West & Zimmerman, 1987). Rather than describing gender as an individual property based on biology, the gender perspective focuses on how people in their interactions with others come to perceive each other and each other's behaviors as gender appropriate or inappropriate. Stemming from symbolic interaction theory, the gender perspective views interactants as striving to create meaning out of their behaviors and the behaviors of others. Through this active process of deriving meaning from interaction, the behaviors of men and women are seen as diametrically different (West & Zimmerman, 1987). Particularly important for the study of married couples making decisions, gender is socially constructed and embedded in social contexts and processes through a system of boundaries that help to define what is appropriate for each gender, and through self-concepts, beliefs, and expectations for behavior (Potuchek, 1992; Risman & Schwartz, 1989; Thompson, 1993). Seen in this light, the ways that couples make work and family decisions and the outcomes of those decisions have implications for how gender and marriages are constructed for individual couples and for the larger society. Rather than surmising that married women are forced into unrewarding jobs and are constrained by their family obligations, the gender perspective suggests a deeper look into the processes through which couples make the decisions that result in women's economic marginalization and women's "second shift" in the household (Hochschild, 1989). What sorts of marital behaviors are gendered? In terms of responsibility, we know that men typically have responsibility for bread winning; women typically bear responsibility for home care, including housework, dependent care, and attentive care and emotional labor (Hood, 1983; Thompson, 1993). From a gender perspective, Potuchek (1992) suggests that these responsibilities are not passively stepped into by spouses; rather, role taking and role making are negotiated and renegotiated throughout marital interaction as an "active and contentious" process of constructing gender boundaries (p. …

146 citations

Journal ArticleDOI
TL;DR: This article developed the idea of an "emotional turn" in journalism studies, which has led to an increasingly nuanced investigation of the role of emotion in the production, texts and audience engagement with journalism.
Abstract: This article develops the idea of an “emotional turn” in journalism studies, which has led to an increasingly nuanced investigation of the role of emotion in the production, texts and audience engagement with journalism. These developments have occurred in tandem with, and accelerated by, the emergence of digital and social media. Research on news production has shown that journalistic work has always taken emotion into consideration, shaping approaches to storytelling and presentation. However, the view of journalists as detached observers has rendered the emotional labor associated with news production invisible. Research on emotion in journalistic texts has highlighted the fact that even conventional “hard news genres” are shaped by an engagement with emotion. As studies on news audiences and emotions have shown, audiences are more likely to be emotionally engaged, recall information and take action when news stories are relatable. The affordances of digital platforms and social media have had a profound impact on the space for emotion. The expanded opportunities for participation have contributed to questioning traditional distinctions between news audiences and producers and have ushered in new and more forms of emotional expression that have spilled over into practices of news production.

146 citations

Journal ArticleDOI
TL;DR: In this paper, the authors investigated the interactive effects of perceptions of organizational support on two emotional labor outcomes: job satisfaction and job performance, and found that perceived organizational support attenuated the negative effects of the emotional labor/job satisfaction and emotional labour/performance relationships.
Abstract: The current study investigates the interactive effects of perceptions of organizational support on 2 emotional labor outcomes: job satisfaction and job performance. A sample of 2 retail service firms (n = 338) supported the moderating effect of perceived organizational support (POS) on the emotional labor/outcomes relationships. POS attenuated the negative effects of the emotional labor/job satisfaction and emotional labor/performance relationships. Implications of these results, strengths and limitations of the current study, and directions for future research are discussed.

142 citations


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