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: This paper identified two dimensions of emotional labor: emotive effort and emotive dissonance, a construct never before identified in the emotional labor literature and further validated by this study, empirically identifying the dimensions and initiates the development of a measure of emotional labour.
Abstract: This study empirically identifies the dimensions and initiates the development of a measure of emotional labor. Phase 1 of this project generated items for an exploratory questionnaire to which a broad sample of service workers responded (N = 358). Analysis revealed two dimensions of emotional labor: emotive effort, a construct never before identified in the emotional labor literature; and emotive dissonance, an acknowledged dimension that is further validated by this study. Several viable antecedent constructs of emotional labor also were identified and incorporated into an emerging model of emotional labor. In Phase 2, revised scales were administered to a second sample of service workers (N = 427) for reliability and validity purposes. Structural equation modeling also was used to establish relationships among emotional labor’s dimensions and various antecedent variables, facilitating development of a model of emotional labor.
560 citations
Book•
15 Feb 1996
TL;DR: Piercer et al. as discussed by the authors conducted a covert/ethnographic, overt/interview study of two Bay-area law firms and found that women at the top perform the male-stereotyped emotional work of aggression, winning at all costs, humiliating the other, intimidating, wooing, strategic flattering, and marshaling all conceivable emotional resources in the name of being a successful adversary.
Abstract: Law Firms. Professor Pierce’s covert/ethnographic, overt/interview study of two Bay-area law firms shows that law firms are internally stratified. Men are at the top (with a small set of women) and, in 1989, earned an average of one quarter of a million dollars annually (before profit sharing); women are at the low middle (personnel workers, librarians) and bottom (legal secretaries, word processors, receptionists, case clerks, duplicating operators). The average salary for secretaries that year was $29,000, while paralegals earned an average of $30,000. In the large private firm Pierce studied, the attorney stratum (48 partners, 102 associates) was 99 percent white and 88 percent male; in the second site, the legal department of a large corporation (36 senior counsel, 114 associates), the attorney stratum was 95 percent white and 80 percent male. Focusing on both firms’ litigation units (as opposed to other types of law), Pierce shows that law firms are gendered hierarchies because the work performed in them is gendered, particularly with regard to emotion work. That is, men at the top perform the male-stereotyped emotional work of aggression, winning at all costs, humiliating the other, intimidating, wooing, strategic flattering, and marshaling all conceivable emotional resources in the name of being a successful adversary. The emotional work demanded of the overwhelming majority of female employees complements that of the men. The women use intuition to anticipate people’s needs. They reassure everyone (particularly the lawyers); they support and maintain the emotional stability of the lawyers through deferential treatment and caretaking; they affirm the status of everyone “above” them. Their job is to be pleasant and to work effectively with difficult people. Thus, instead of liberating men and women from sex-role stereotypes, high-powered law firms have had the opposite effect. While men in these law firms have sustained or even revived the atavistic “Rambo model” of masculinity, the women have sustained the model
556 citations
TL;DR: A review of recent developments in two topical areas of research in contemporary organizational behavior: diversity and emotions is provided in this paper, where the authors identify four major topics: mood theory, emotional labor, affective events theory (AET), and emotional intelligence, and argue that developments in the four domains have significant implications for organizational research and the progression of the study of organizational behavior.
554 citations
TL;DR: It is suggested that emotional labour is likely to be increasingly recognised as part of health care but that the concept of ‘total care’ needs to be questioned.
Abstract: The formula‘care = organisation + physical labour + emotional labour' identifies component parts of ‘carework’ as they were observed at a hospice. A comparison between women's domestic carework and that of the hospice nurses is made firstly to clarify the component elements of care and secondly to show how the interrelation and balance of the components differs in the two settings. It is argued that family care has been a model for hospice care but that division of labour in hospices, which replicates hospital labour-divisions, results in an inflexibility in hospice care which is incompatible with the ‘family’ model. In the final section it is suggested that emotional labour is likely to be increasingly recognised as part of health care but that the concept of ‘total care’ needs to be questioned.
517 citations
TL;DR: The worker and his job, the worker and her job group, and the worker's economic future are discussed in this paper, with a focus on orientation to work and its social correlates.
Abstract: Preface 1. Introduction 2. The worker and his job 3. The worker and his work group 4. The worker and his firm 5. The worker and his union 6. the worker and his economic future 7. Orientation to work and its social correlates 8. Conclusion Appendices Index.
514 citations