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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: The authors examined individual difference variables as antecedents of perceived emotional labor, as well as affective and behavioral consequences, and found that negative affectivity and political skill were significantly related to employee perceived emotional labour, which further influenced employees' use of political behaviors and job-induced tension.
Abstract: We examined individual difference variables as antecedents of perceived emotional labor, as well as affective and behavioral consequences. Full time employees who had at least five years of work experience completed two separate surveys. Respondents were asked to indicate negative affectivity and political skill, and perceived emotional labor at time one. Job-induced tension and political behavior were gathered two months later. Results indicated that negative affectivity and political skill were significantly related to employee perceived emotional labor, which further influenced employees' use of political behaviors and job-induced tension. Implications of the current study and directions for future research are discussed.

103 citations

Journal ArticleDOI
TL;DR: This article examined the relationships of social stressors arising from interactions with civilians and suspects (outsiders) and coworkers and supervisors (insiders) with turnover intention, psychological distress, and emotional exhaustion.
Abstract: This study examined the relationships of social stressors arising from interactions with civilians and suspects (outsiders) and coworkers and supervisors (insiders) with turnover intention, psychological distress, and emotional exhaustion. It also examined surface acting—a way of faking appropriate emotions—as a mediator of these relationships. Using online survey data collected from 196 police officers, the authors found that social stressors from both sources were related to all three outcomes and that surface acting mediated these relationships. These results extend the literature on emotional labor by demonstrating that models of emotional labor apply to police officers, whose customers differ from those traditionally found in the literature. This study also extends the occupational stress literature by showing that a similar emotional regulation process linking social stressors from customers to strains also holds for social stressors arising from organizational insiders.

103 citations

Journal ArticleDOI
TL;DR: In this article, a review of the service management and marketing literature on managing people with a particular emphasis on managerial relevance is presented, emphasizing that it is probably harder to duplicate high-performing human assets than any other corporate resource.
Abstract: This article reviews the service management and marketing literature on managing people with a particular emphasis on managerial relevance. This review explores the market and financial results of managing people effectively, emphasizing that it is probably harder to duplicate high-performing human assets than any other corporate resource. The challenges inherent in boundary-spanning frontline jobs are discussed, including role conflict and emotional labor. Next, recommended human resources (HR) strategies and practices related to recruitment, training, empowerment, service delivery teams, and employee motivation are reviewed. The literature review concludes with a section on service culture, climate, and leadership. Each section is complemented with further research suggestions that emerged from interviews with eight academic and practitioner experts. The last section outlines six themes for new research opportunities with high potential managerial relevance; they relate to (1) the financial impa...

103 citations

Journal ArticleDOI
TL;DR: Multilevel analyses revealed that both types of emotion regulation were positively associated with customer tips.
Abstract: We investigated the relationship between deep acting, automatic regulation and customer tips with 2 different study designs. The first study was a daily diary study using a sample of Dutch waiters and taxi-drivers and assessed the link of employees' daily self-reported levels of deep acting and automatic regulation with the amount of tips provided by customers (N = 166 measurement occasions nested in 34 persons). Whereas deep acting refers to deliberate attempts to modify felt emotions and involves conscious effort, automatic regulation refers to automated emotion regulatory processes that result in the natural experience of desired emotions and do not involve deliberate control and effort. Multilevel analyses revealed that both types of emotion regulation were positively associated with customer tips. The second study was an experimental field study using a sample of German hairdressers (N = 41). Emotion regulation in terms of both deep acting and automatic regulation was manipulated using a brief self-training intervention and daily instructions to use cognitive change and attentional deployment. Results revealed that participants in the intervention group received significantly more tips than participants in the control group.

103 citations

Journal ArticleDOI
TL;DR: In this paper, the authors employ two distinct lenses of emotional labor (EL as occupational requirements and EL as intrapsychic processes of surface acting) and examine their relationship with job satisfaction.

102 citations


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