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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: A follow-up qualitative study was conducted over a period of twelve months to re-examine the role of emotional labour and in particular the ways in which emotional labour was orientated to different clinical settings.

105 citations

Journal ArticleDOI
TL;DR: This paper developed Hochschild's theory to include both its relational and unconscious aspects, and attempted to begin the process of recovering emotion by identifying hidden unconscious emotion processes from its management, using 14 months of participant observation, audio diaries and semi-structured interviews.
Abstract: This article develops Hochschild’s (1975, 1979, 1983) notion of emotion and emotion management/emotional labour through a critical analysis of her ‘new social theory of emotion’ as laid out in Appendix A of The Managed Heart (1983). The article suggests that Hochschild’s theory conceptually limits the interactive, relational nature of emotion (Burkitt, 1997, 2002) and prioritizes external social factors at the expense of unconscious ones. Drawing on empirical research (including 14 months of participant observation, audio diaries and semi-structured interviews) examining emotion and emotional labour among nurses, I develop Hochschild’s theory to include both its relational and unconscious aspects. This article attempts to begin the process of recovering emotion by identifying hidden unconscious emotion processes from its management.

105 citations

Journal ArticleDOI
TL;DR: In this article, the authors investigated the effects of job demands and resources as well as emotional labour on job satisfaction and emotional exhaustion among nurses, and concluded that job demands, resources and emotional labour can predict nurses' well-being.
Abstract: Aim: The aim of the present study was to investigate the effects of job demands and resources as well as emotional labour on job satisfaction and emotional exhaustion among nurses. Background: While emotional labour is a construct that has considerable significance in health care as nurses often need to express organizationally desired emotions, little research has investigated the relationships between emotional labour, job demands and resources in the prediction of nurses well-being. Methods The questionnaire was distributed to 450 registered nurses (RN) working in a teaching hospital in Taiwan during February 2007, of which 240 valid questionnaires were returned and analysed (53.33% response rate). In addition to descriptive statistics and correlation, structural equation modelling (LISREL 8.8) was conducted. Results: The findings showed that the frequency of interacting with difficult patients positively related to surface acting. Perceived organizational support (POS) positively related to deep acting and negatively to surface acting. The results also showed that surface acting related negatively, and deep acting related positively, to job satisfaction. The frequency of interactions with difficult patients related positively to emotional exhaustion, and negatively to job satisfaction. Perceived organizational support related negatively to emotional exhaustion and positively to job satisfaction. Conclusions: The results suggest that job demands, resources and emotional labour can predict nurses well-being. Implications for Nursing Management: The results of the present study indicate that nurses well-being can be predicted by job demands, resources and emotional labour. There is a need to address organizational support and training programmes to enhance job satisfaction and reduce emotional exhaustion among nurses.

105 citations

Journal ArticleDOI
TL;DR: The results indicate that the negative relations of day-specific emotional dissonance to all day- Specific indicators of well-being are attenuated as a function of increasing day- specific sleep quality and that self-control capacity moderates this interaction.
Abstract: Daily emotional labor can impair psychological well-being, especially when emotions have to be displayed that are not truly felt. To explain these deleterious effects of emotional labor, scholars have theorized that emotional labor can put high demands on self-control and diminishes limited regulatory resources. On the basis of this notion, we examined 2 moderators of the daily emotional labor process, namely day-specific sleep quality and individual self-control capacity. In particular, in 2 diary studies (NTOTAL = 171), we tested whether sleep quality moderates the influence of emotional dissonance (the perceived discrepancy between felt and required emotions) on daily psychological well-being (ego depletion, need for recovery, and work engagement). In addition, we examined 3-way interactions of self-control capacity, sleep quality, and emotional dissonance on indicators of day-specific psychological well-being (Study 2). Our results indicate that the negative relations of day-specific emotional dissonance to all day-specific indicators of well-being are attenuated as a function of increasing day-specific sleep quality and that self-control capacity moderates this interaction. Specifically, compared with low self-control capacity, the day-specific interaction of emotional dissonance and sleep quality was more pronounced when trait self-control was high. For those with low trait self-control, day-specific sleep quality did not attenuate the negative relations of emotional dissonance to day-specific well-being. Implications for research on emotional labor and for intervention programs are discussed.

104 citations


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