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.
Papers published on a yearly basis
Papers
More filters
TL;DR: The author concludes that emotion can be conceived of as a valid resource for professionals when integrated into a nurse's matrix of professional understandings and demonstrates that value should be attached to emotional work which may not be fully visible, particularly for nurses working in gynaecological units.
93 citations
TL;DR: The authors explored feeling rules and emotion labor as tools of language teachers' agency and decision-making, and highlighted possible areas of resistance and reform in language teaching, including resistance to the feeling rules of a university plagiarism policy.
93 citations
TL;DR: Wang et al. as mentioned in this paper found that family-to-work interference was a salient correlate of the use of surface acting in workplace, even when organizational display rules and employees' demographic information were controlled.
Abstract: We adopted the conservation of resources model (COR, Hobfoll Am Psychol 44:513–524, 1989; Hobfoll in Stress, culture, and community: the psychology and philosophy of stress, Plenum, New York, 1998) to examine the associations among emotional labor, work family interference, and quality of work life. Cross-sectional, self-reported data were obtained from 442 Hong Kong Chinese service employees. Correlation and hierarchical regression analyses showed that surface acting was a salient correlate of work-to-family interference, even when organizational display rules and employees’ demographic information were controlled. Furthermore, quality of work life had partially mediated the relationship between surface acting and work-to-family interference. However, deep acting and expression of naturally felt emotion did not relate to work-to-family interference. Finally, we found that family-to-work interference was a salient correlate of the use of surface acting in workplace. This study provided useful information of how adopting different emotional labor strategies related to work family interference. Based on our results, the use of deep acting should be promoted in workplace because it related positively to quality of work life and it did not amplify the work-to-family interference. While past studies often explored the role of emotional labor as the precursor of work family interference, our study is among the first attempt to examine family-to-work interference as the antecedent of emotional labor. Additionally, we had also confirmed the role of quality of work life as an important mediator between emotional labor-work-to-family interference.
93 citations
TL;DR: The establishment of a strong team climate may help nurses to manage the emotional demands of their role, promote their well-being and retention and moderate the relationship between hiding and burnout.
Abstract: Aims. This article examines the relationships among emotional labour, team climate, burnout, perceived quality of care and turnover intention among nurses in Australia, with the aim of addressing nurse retention and burnout. Background. Emotional labour refers to the regulation of emotion during interpersonal transactions. It may involve faking unfelt emotions, hiding genuine emotions and deep acting whereby the individuals attempt to influence their inner feelings to induce the appropriate outward countenance. Currently, there is a dearth of literature that investigates the link between emotional labour and perceived quality of care and ultimately turnover intention. The contribution of team climate in the relationship between emotional labour and burnout is still uncertain. Design. A cross-sectional quantitative study conducted with self-completed questionnaires. Methods. The study was conducted in 2011 with 201 registered nurses. Validated measures were used to measure the aforementioned constructs. Confirmatory factor analyses were used to examine the factor structure of the measured variables and hypotheses were tested using structural equation modelling. Results. The final model demonstrates that faking has a significant negative influence on perceived quality of care. Hiding predicts burnout, leading to an increase in turnover intention. Team climate moderates the relationship between hiding and burnout, which may subsequently influence turnover intention. Conclusion. The establishment of a strong team climate may help nurses to manage the emotional demands of their role, promote their well-being and retention.
92 citations
TL;DR: In this article, a theoretical model of how emotional labor performed by the service worker affects customer satisfaction in a mediated way was examined. But the results of the study found that employee's emotional regulation strategies of deep acting and surface acting differentially affect customer satisfaction.
Abstract: Purpose – This study aims to extend emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor performed by the service worker affects customer satisfaction in a mediated way. Design/methodology/approach – Structural equation modeling analyses partially support for our hypotheses from 282 dyadic survey data [i.e. service interactions customers (seniors) and service employees (caregivers)] from a home caregiver firm in South Korea. Findings – The results of our study found that employee’s emotional regulation strategies of deep acting and surface acting differentially affect customer satisfaction, and that employee’s job satisfaction mediates the relationship between employee’s emotional regulation strategies and customer satisfaction. More specifically, the relationship between surface acting and customer satisfaction is fully mediated by employee’s job satisfaction, whereas the relationship between deep acting and customer satisfaction is partially mediated ...
92 citations