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: It is suggested that customers are a viable source of justice, and customer behavior impacts the effort required of service workers to adhere to organizationally sanctioned emotional display rules.
Abstract: Using affective events theory to integrate multifoci justice and emotional labor (EL), this lab study examined the effects of customer interactional justice on EL perceived by both the self and others. Participants played the role of customer-service representatives in a workplace simulation and were exposed to either interactionally fair or unfair customers. Results showed that unfairly treated participants engaged in higher levels of EL and found it more difficult to comply with display rules than did participants who were fairly treated. The above link was partially mediated by anger. Our findings suggest that customers are a viable source of justice, and customer behavior impacts the effort required of service workers to adhere to organizationally sanctioned emotional display rules.
449 citations
TL;DR: In this article, a collaborative action research study between one teacher and a teacher educator provides an account of the emotional labour in enacting caring teaching in an inclusive classroom, which has an impact on teacher's commitment, satisfaction, and self-esteem.
447 citations
TL;DR: The Discrete Emotions Emotional Labor Scale (DEELS) as mentioned in this paper is a psychometrically sound instrument to measure emotional labor with an emphasis on the experience of discrete emotions.
439 citations
TL;DR: In this paper, six papers dealt with the relationship of mood to job characteristics and to job satisfaction, manifestation of anger in dyadic relationships, perceptions and effects of emotional labor, emotional intelligence in selection interviews, and the effects of displays of sadness and anger by leaders.
Abstract: Research into the role that emotions play in organizational settings has only recently been revived, following publication in 1983 of Hochschild's The Managed Heart. Since then, and especially over the last five years, the tempo of research in this field has stepped up, with various initiatives such as conferences and email discussion lists playing significant roles. This Special Issue is another initiative in this genre. The six papers in the Special Issue were selected from forty submissions, and cover a wide range of contemporary research issues. The papers deal with the relationship of mood to job characteristics and to job satisfaction, manifestation of anger in dyadic relationships, perceptions and effects of emotional labor, emotional intelligence in selection interviews, and the effects of displays of sadness and anger by leaders. In this introduction, we broadly introduce the topic of emotions in workplace settings, summarize the six papers, and present some directions for future research.
439 citations
TL;DR: The authors found that managing feelings of agitation increases burnout and inauthenticity and that inauthentity is most pronounced among those experiencing the highest levels of agitation, and that this negative effect on well-being should be more common among women.
Abstract: A number of researchers have examined the conditions under which individuals perform emotional labor and the effects of such labor on psychological well-being. Much of this research has been limited to the experiences of service-sector workers in highly gender-segregated jobs. Prior survey research also tended to focus on dimensions of interactive work rather than on the actual management of feeling that is the foundation of the emotional labor process. Addressing each of these issues, we examine the experience and management of positive, negative, and agitated emotions Building on prior theory and research, we argue that the management of agitation is the form of emotional labor most likely to be associated with increased feelings of burnout and inauthenticity, and that this negative effect on well-being should be more common among women. We find that managing feelings of agitation increases burnout and inauthenticity and that inauthenticity is most pronounced among those experiencing the highest levels of agitation. These effects do not differ by gender, however.
439 citations