Thesis Literature Data

Title Author Year
Emotional labor in service roles: The influence of identity BLAKE E. ASHFORTH 1993
RONALD H. HUMPHREY
Emotional Labor as a Potential Source of Job Stress Pamela K. Adelmann 1995
Organizations, labor control processes, and emotional labor :the cBarron, Mary L. 1995
The Dimensions, Antecedents, and Consequences of Emotional L J. Andrew Morris1 and Daniel C 1996
Gender and Emotional Labor in the Contemporary Law Firm: A RevJennifer L. Pierce 1996
The demands-control model in fast-food restaurants: Effects of e Sandra Mansell Richmond 1997
An Alternative to Bureaucratic Impersonality and Emotional Labo Joanne Martin, Kathleen Knopo 1998
PROFESSIONAL FEELINGS AS EMOTIONAL LABOR (abstract) NIZA YANAY, GOLAN SHAHAR 1998
The consequences of emotional labor: Effects on work stress, job P s ugliesi, Karen 1999
Emotional Labor Since The Managed Heart Ronnie J. Steinberg and Deborah1999
Police ForceLabor
Emotional or Police Service?
in Service Gender and Emotional Labor
Work Susan Ehrlich Martin 1999
Robin Leidner 1999
The Psychosocial Consequences of Emotional Labor Amy S. Wharton 1999
Emotional Labor in Academia: The Case of Professors Marcia L. Bellas 1999
Emotional Labor among Paralegals Jennifer L. Pierce 1999
Emotional Labor in Job Evaluation: Redesigning Compensation PraRonnie J. Steinberg 1999
When Caring Is Not Enough Emotional Labor and Youth Shelter WJeffrey Karabanow 1999
An examination of the emotional labor construct and its effects Jones, James R. 1999
Taking Care of Hopes and Dreams in a Plastic Box" The emotional Erica J. Moser 1999
Caring mother, coquette, confidante: emotional labor, the labor inChow, Domio King-Kan 1999
in Coping With Emotional Labor S Shuler 2000
Emotion Regulation in the Workplace: A New Way to ConceptualizAlicia A. Grandey 2000
Antecedents of Workplace Emotional Labor Dimensions and Moder John Schaubroeck and James R. 2000
Exploring the dimensions of emotional labor: The heart of HochscSusan M Kruml; Deanna Gedde 2000
Seeking Emotional LaborWhen Managing the Heart Enhances theSherianne Shuler, Beverly Dave 2000
Emotional Labor and the Difficult Customer: Coping Strategies of Jeffrey J. Bailey & Michael A. 2000
Emotional labor as cultural performance: The communication of cEmotional labor as cultural pe 2000
Humor as emotional labor. (Abstract) Sidle, Stuart Daniel 2000
Taking One for the Team: Organizational Commitment as a Moderat James R. Jones 2000
Emotional Labor, Burnout, and Inauthenticity: Does Gender MatteRebecca J. Erickson and Christia 2001
Emotional labor and nursing: an under-appreciated aspect of car Angela Henderson 2001
Emotional labor in academia: Development and initial validation Scott Alan Davies 2001
Fit and flexible: The fitness industry, personal trainers and emotioMaguire, Jennifer Smith. 2001
Women Teaching Class: Emotional Labor in Brazilian Literacy Clas Lesley Bartlett
John F. Binning 2001
Personality and Emotional Labor as Predictors of Turnover in Cust Anthony J. Adorno 2001
Emotional labor and the design of work WJ Zerbe, CEJ Härtel 2002
Emotional labor and burnout: Comparing two perspectives of “p CM Brotheridge, AA Grandey 2002
Testing a conservation of resources model of the dynamics of emoBrotheridge, C. M., & Lee, R. T. 2002
The effects of performance monitoring on emotional labor and well David Holman,1,2 Claire Chissic 2002
Client contact and emotional labor: Upsetting the balance and eveKJ Lively 2002
A Study on the Relationship between Emotional Labor and DepresKim SY, Chang SJ, Kim HR, Roh J 2002
The effects of emotional labor on employee work outcomes Chu, Kay Hei-Lin 2002
Obscured variability: The distinction between emotion work and JL Callahan, EE McCollum 2002
Emotional Labor in Public Houses: Reflections on a Pilot Study Peter John Sandiford, Diane Se 2002
Emotional labor in caregiving organizations Beverly A. Seffrin, M.A. 2002
Emotional labor in an Australian hospitality setting: an explorator JOHN HATZINIKOLAKIS
Totterdell, Peter 2002
Emotion regulation in customer service roles: Testing a model of Holman, David 2003
Understanding the emotional labor process: A control theory per James M. Diefendorff and Robi 2003
The impact of display rules and emotional labor on psychological Cropanzano, Russell, Howard M.2003
An examination of individual and organizational factors related toRobin Hughes Gosserand 2003
Emotional labor: A conceptualization and scale development Theresa MGlombaMichael Jtew 2004
Women's jobs, men's jobs: Sex segregation and emotional labor Mary Ellen Guy and Meredith 2004
Emotional Labor Demands and Compensating Wage Differentials TM Glomb, JD Kammeyer-Muell2004
Dispositional Antecedents and Consequences of Emotional Labor Yongmei Liu, Pamela L. Perrewé 2004
Emotion metaphors and emotional labor in science teaching Michalinos Zembylas 2004
Emotional labor: relevant theory for occupational health practice De Castro, Arnold B., Jacqueline2004
The story behind service with a smile: The effects of emotional la Hazel-Anne M. Johnson 2004
Emotional intelligence as a facilitator of the emotional labor proc L Melita Prati 2004
Consequences of emotional labor RICHARD LEWIS NABRING 2004
Display rules for expressed emotion within organizations and gendAEC Griffin 2004
A model of the moderating influence of emotional intelligence onVan Dijk, Pieter A; Kirk-Brown, 2004
The dimensionality and antecedents of emotional labor strategiesJames M.DiefendorffaMeredith 2005
Clinical empathy as emotional labor in the patient-physician relat Eric B. Larson, MD, MPH; Xin Ya 2005
Emotional display rules and emotional labor: the moderating roleGosserand, Robin H.,Diefendorf 2005
A reconceptualization of the emotional labor construct: On the d Rubin, R. S., Tardino, V. M. S., D 2005
Going Above and Beyond: The Emotional Labor of Adventure Gui Erin K. Sharpe 2005
The interaction effect of emotional intelligence and emotional laborWong, Chi-Sum Wong, Ping-Man2005
Not just a paper doll: How models manage bodily capital and whyAshley Mears, William Finlay 2005
The relationship with patients: Emotional labor and its correlates Zammuner, Vanda Lucia., and Gal 2005
The Influence of Social Comparisons of Interactional Justice on E Spencer, Sharmin 2005
Emotional labor in early intervention VALERI J. LANE 2005
The challenges of emotional labor and emotional dissonance for tMurphy RJ 2005
Beyond the client service interaction: an examination of the emo Amy M. Schmisseur, 2005
An Exploratory Investigation Into The Moderating Effect of Emoti W Scroggins, S Ray, E Rozell 2005
Are all smiles created equal? How emotional contagion and emotion Thorsten Hennig-Thurau, Marku2006
When customers lash out: the effects of customer interactional inRupp, Deborah E.,Spencer, Sha 2006
Development and validation of the hospitality emotional labor sc KHL Chu, SK Murrmann 2006
Emotional labor and organized emotional care: Conceptualizing SH Lopez 2006
Episodic processes in emotional labor: perceptions of affective delDJ Beal, JP Trougakos, HM Weis 2006
Gender and emotional labor in public organizations: An empirical Kenneth J. Meier, Sharon H. Ma2006
Work-family interference, emotional labor and burnout AJ Montgomery, E Panagopolou2006
The role of emotional intelligence and other individual difference Céleste M. Brotheridge 2006
Appraising emotion work: Determining whether emotional labor iSH Mastracci, MA Newman 2006
Using emotional labor to create and maintain relationships in servMary Godwyn 2006
Chapter 7 Cultural Differences in Emotional Labor in Flight AttendCe´leste M. Brotheridge and Ian2006
Chapter 9 A conceptual model of the effects of emotional labor Markus Groth, Thorsten Hennig 2006
Measuring emotional labor among young workers: Refinement ofAB de Castro, B Curbow, J Agne 2006
Emotional Labor; Surface Acting and Deep Acting, Which one is BeShulei, Ma Miner, Huang 2006
Applying appraisal theories of emotion to the concept of emotionEM Richard 2006
The effects of extraversion on employee positive affective deliverySL Lin, WH Ou, ST Chen 2006
Service with a smile: Do emotional intelligence, gender, and aut Johnson, Hazel-Anne M.,Spector,2006
Verbal abuse from outsiders versus insiders: Comparing frequencyAA Grandey, JH Kern, MR Frone 2007
Open-ended interviews, power, and emotional labor Elizabeth A. Hoffmann 2007
Psychological strain and emotional labor among police-officers: A Benjaminvan GelderenaEllenH 2007
Helping Women and Protecting the Self: The Challenge of Emotiona Michelle Wolkomir, Jennifer Po 2007
Service with a smile: Antecedents and consequences of emotionalHazel-Ann Michelle Johnson 2007
Autoethnographic emotion: Studying and living emotional labor inS Shuler 2007
Examining the Emotional Labor Process: A Moderated Model of Em Samantha L. Chau 2007
Gender differences in emotional labor processes DJ Norsby, L DeHart-Davis 2007
EXAMINING THINKING STYLE, EQ, AND ORGANIZATIONAL COMMIKS GROVES, CM VANCE 2007
Hotel service providers’ emotional labor: The antecedents and ef Hyun JeongKim 2008
Leading with emotional labor Ronald H. Humphrey, Jeffrey M 2008
Customer (in) justice and emotional labor: The role of perspectiveDeborah E. Rupp, A. Silke McCa 2008
Exploring Emotion in Teaching: Emotional Labor, Burnout, and SatQin Zhang & Weihong Zhu 2008
The relationship between emotional resources and emotional labo Yongmei Liu L. Melita Prati Pa 2008
Job-related emotional labor and its relationship to work-family conf
Brenda L. Seery Æ Elizabeth A. 2008
Passion work: The joint production of emotional labor in professioR. Tyson Smith 2008
Emotional Labor and Health Care Rebecca J. Erickson Wendy J. C 2008
Examining Teacher Turnover in Low-Performing, Multi-Cultural S Brian K. Richardson , Alicia Al 2008
The Relations of Emotional Labor to Emotional Exhaustion and TurLee, Soo-Yun; Yang, Hae-Sool; 2008
Hooked on a feeling: emotional labor as an occupational hazard ofBonnie K. Andrews, Susan Karcz2008
Doing emotion in service encounters: Service agents' perceptionsBlake E. Ashforth, Marc A. Tomiu2008
Emotional labor and tourism-based visitor interactions: Job chara PIETER A. VAN DIJK and ANDRE 2008
The Study on the Emotional Labor, Emotional Exhaustion and TurnLee, Soo-Yun; Yang, Hae-Sul; 2008
The Effects of Fashion Product Salesperson's Emotional Labor, Se Lee, Kyung-Bok; Chung, Myung-2008
Chapter 15 – The Context of Care: Reconsidering Culture, Struct Rebecca J. Erickson 2008
Chapter 11 Societal norms and contextual emotional labor Jawad Syed, 2008
Emotional Labor: Re/membering Juan R Wright, K Schofield 2008
Emotional labor and work performance : Job satisfaction, burnoutWing LAM,Ziguang CHEN,Qing 2008
Emotional Labor, Conscientiousness And Job Tenure As PredictorsTA Hammed, AM Jimoh 2008
Emotional labor and well-being: Comparing two models (AbstractMauro Giacomantonio, Stefano 2008
Customer reactions to emotional labor: The roles of employee actMarkus Groth1, Thorsten Henni 2009
Is emotional labor more difficult for some than for others? A mul TA Judge, EF Woolf, C Hurst 2009
The Sociology of Emotional Labor Amy S. Wharton 2009
Emotional labor and leadership: A threat to authenticity? William L.GardnerDawnFischer12009
A predictive study of emotional labor and turnover SAMANTHA L. CHAU, JASON J. 2009
Angry, guilty, and conflicted: Injustice toward coworkers height Spencer, Sharmin,Rupp, Debora2009
Emotional labor of the tour leaders: An exploratory study Jehn-YihWong1Chih-HungWang2009
Perceived organizational support as a moderator of emotional la Allison B. Duke Joseph M. Goo 2009
Emotional labor: links to work attitudes and emotional exhaustio Brenda L. Seery Elizabeth A. Cor2009
Beyond cognition: Affective leadership and emotional labor Meredith A. Newman, Mary E. 2009
Quality of Work Life as a Mediator Between Emotional Labor and Francis Yue-Lok Cheung Æ Cath 2009
The Influence of Emotional Intelligence and Affectivity on EmotionFrancis Yue-lok Cheung , Cathe 2009
The Development of the Teacher Emotional Labor Scale (TELS): Vali Cem Şafak ÇUKUR* 2009
Facilitating Positive Emotional Labor in Peer-Providers of Mental Michael A. Mancini & Hal A. L 2009
Flight attendants' emotional labor and exhaustion in the Taiwanese Cheng-Ping CHANG, Ju-Mei CHI 2009
Affective leadership and emotional labor: A view from the local leLD Kiel, DJ Watson 2009
The emotional labor of nurses working in her Majesty's (HM) pris Elizabeth Walsh PhD, MSc, RGN 2009
HOW EMOTIONAL LABOR INFLUENCES WORKER PRIDE, JOB SATISFA MYUNG H. JIN and MARY E. GU 2009
REDUCING SERVICE AGENTS' EMOTIONAL LABOR BY EMOTION-F Ling-Hsiu Chen; Shang-Ping Lin 2009
Relationship between Emotional Labor Consequences and Employe Min Joo Kim & Suk Young Han 2009
Licensed Funeral Directors: An Empirical Analysis of the Dimensi JR Smith, KD Dorsey, AL Mosley 2009
The role of emotional labor in performance appraisal: Are supervisSA Ritchie, AL O'MALLEY 2009
The managed hearthstone: Labor and emotional work in the onli Andras Lukacs, David G. Embric 2009
work Facilitating Positive Emotional Labor in Health Services MANCINI, MICHAEL A 2009
The 'Positive'Mediation Effect of Personal Accomplishment in th Lee, Dongmyong; Han, Sangheo2009
Older worker, different actor? Linking age and emotional labor strJason J.DahlingLuis A.Perez 2010
How rude! Emotional labor as a mediator between customer incivM Sliter, S Jex, K Wolford 2010
Emotional labor, strain, and performance: Testing reciprocal relatiHülsheger, Ute R. Lang, Jonas W2010
The Impact of Emotional Labor and Value Dissonance on Burnout Lonnie M. Schaible, Viktor Geca 2010
The impact of emotional labor on work–family outcomes Nancy J.YanchusaLilian T.EbybC 2010
Following Display Rules in Good or Bad Faith?: Customer OrientatJoseph A. Allen , S. Douglas Pu 2010
Interactions with the public: Bridging job design and emotional laALICIA A. GRANDEY and JENNI 2010
Emotional intelligence and job performance: The importance of eDANIEL A. NEWMAN DANA L. 2010
Effects of Age, Gender, and Emotional Labor Strategies on Job Francis Yue-lok Cheung Cather 2010
Emotional Labor: Why and How to Teach It Sharon H. Mastracci, Meredit 2010
THE IMPACTS OF EMOTIONAL CONTAGION AND EMOTIONAL LABPerng-Fei Huang and Chia-Wen 2010
Further scale refinement for emotional labor: Exploring distinctionYanchus, Nancy J;Eby, Lilian T; L 2010
Creative tourism and emotional labor: an investigatory model of pDuygu Salman, Duygu Uygur 2010
Emotional labor: Dispositional antecedents and the role of affecti ASLI YALÇIN 2010
A time-based perspective on emotion regulation in emotional-la Michelle K. Duffy, Jason D. Sha 2010
Emotions at work: The role of Emotional Intelligence and Emotional Jahanvash Karim and Robert We2010
Service with a smile: a human resources perspective of emotionalAng, Magdalene Chooi Hwa and2010 R
"Emotional intelligence and job performance: The importance of eNewman, D. A., Joseph, D. L., 2010
Emotional labor and health outcomes. An Overview of Literature Sandeep Kumar*, Binayak Shank2010
Moderate Effect of Job Commitment on the Relationship betwee Hongyu Ma, Yun Chen, Hanying 2010
Organizational consequences and individual antecedents of emotMarin Paunov 2010
The impact of emotional labor on job engagement (Abstract) Xiaoqian Liu ; Xupei Li ; Yu Shi 2010
An evaluation of the relationship between emotional labor and volu Chen-Yang Shih ; Pei-Wen Liao 2010
The Effects of Unconsciousness and Emotional Labor on Service Qua Yongyu Chen ; Xiucheng Fan ; 2010
Developing Wisdom and Reducing Emotional Labor in the Workplac JE Barbuto Jr, ML Millard 2010
The Impact of Emotional Labor on Job Satisfaction and Emotional Ang Magdalene Chooi Hwa, Rosti2010
The impact of emotional labor on work–family outcomes (AbstracNancy J. Yanchus, Lilian T. Eby, 2010
On the costs and benefits of emotional labor: A meta-analysis of Hülsheger, U. R., & Schewe, A. F2011
Emotional display rules as work unit norms: a multilevel analysis JM Diefendorff, RJ Erickson, AA 2011
A multilevel field investigation of emotional labor, affect, work w Brent A. Scott1 and Christophe 2011
Psychological capital as a moderator between emotional labor, burCheung, Francis,Tang, Catheri 2011
Relationships between emotional labor, job performance, and tu Robyn E. Goodwin ⁎, Markus Gro2011
Does transactional leadership count for team innovativeness?: ThJun Liu Xiaoyu Liu Xianju Zeng 2011
The big five, emotional exhaustion and citizenship behaviors in seSA Kiffin-Petersen, CL Jordan, 2011
The primacy of perceiving: Emotion recognition buffers negative eBechtoldt, Myriam N. Rohrmann,2011
Emotional labor and burnout among female teachers: Work–family Noraini M. Noor Masyitah Zain 2011
Identifying the complex relationships among emotional labor andDoganGursoyaYasinBoylub1Umu
i 2011
Emotional labor in china: do perceived organizational support a Ashley E. Nixon Liu-Qin Yang P 2011
Emotional labor of teaching Kwok Kuen Tsang 2011
Spirituality, religion, and emotional labor in the workplace Conor J. Byrne , Dana M. Morton2011
Emotional labor in American professors. Mahoney, Kevin T.,Buboltz Jr., 2011
Chapter 1 Synthesizing What We Know and Looking Ahead: A Meta- Gang Wang, ,Scott E. Seibert, ,Te2011
Emotional labor among trainee police officers: The interpersonal Benjamin R. van Gelderen , Elly 2011
Workplace affective commitment, emotional labor and burnout: É Lapointe, AJS Morin, F Courcy,2011
Keep your 'N'in check: African American women and the interactivMarlese Durr, Adia M. Harvey W2011
Feeling the doctorate: Is doctoral research that studies the emoti Liora Nutov and Orit Hazzan 2011
Emotional intelligence as a moderator of affectivity/emotional la Jahanvash Karim & Robert Weis 2011
Emotion matters: Exploring the emotional labor of teaching Elizabeth Levine Brown 2011
The Effect of Emotional Intelligence and Emotional Labor on Tas Onay, Meltem 2011
Dissonance matters: Meta-analytic examination of the antecedenJessica R. Mesmer-Magnus; Lesl2011
Chapter 2 Understanding the Relationship between Emotional LabRobyn E. Goodwin, 2011
Measuring emotional labor in the classroom: The darker emotionGérard W.B. Näring, Anne R.M. 2011
Chapter 8 Display Rules and Emotional Labor within Work Teams William J. Becker, Russell Cropa 2011
Empathy, Ethics, Emotional Labor, and the Ethos of Democracy Ulf Zimmermann 2011
Learning the Feeling Rules: Exploring Hochschild’s Thesis on the Paul Brook 2011
A MULTILEVEL INVESTIGATION OF SELF-MONITORING AND VARIABI Brent A. Scott; Christopher M. 2011
Neuroticism and emotional labor : The mediating role of job feed Ziguang CHEN; Jian An ZHONG 2011
Chapter 4 Sales Employee's Emotional Labor: A Question of ImageSushanta K. Mishra 2011
Research on Emotional Labor: Review and Prospect Ding Junwu 2011
Can We Talk about Emotional Flexibility? Cognitive Emotional RegTuheena MukherjeeEmail author2011
Emotional labor and burnout among female teachers: Work–family Noraini M. Noor and Masyitah 2011
EMOTIONAL LABOR AND CRISIS RESPONSE:WORKING ON THE RASharon H. Mastracci, Mary E. 2011
Free to be you and me: A climate of authenticity alleviates burno Grandey, Alicia Foo, Su Chuen 2012
Reducing burnout and enhancing job satisfaction: Critical role of JungHoon (Jay) Leea,∗, Chihyu 2012
When I put on my service mask: Determinants and outcomes of emo WingLama1ZiguangChen 2012
Abusive supervision and work–family conflict: The path through DawnCarlsonaMeridethFerguso2012
When we are onstage, we smile: The effects of emotional labor Kay H. Chua,1, Melissa A. Bake 2012
Chameleonic or consistent? A multilevel investigation of emotional Brent A. Scott1, Christopher M 2012
Moving emotional labor beyond surface and deep acting A disco Jessica R. Mesmer-Magnus, Les 2012
Chinese hotel employees in the smiling masks: roles of job satis Ziguang Chen , Hongwei Sun , Wing 2012Lam , Qing Hu , Yuanyuan
Motivational Bases and Emotional Labor: Assessing the Impact of Chih-Wei Hsieh, Kaifeng Yang a 2012
Emotional intelligence, emotional labor, and job satisfaction amo Aristea PsilopanagiotiEmail aut 2012
Emotional intelligence and emotional labor acting strategies amo Taegoo (Terry) Kim Joanne Jun 2012
The daily spillover and crossover of emotional labor: Faking emo Ana Isabel Sanz-Vergel a,⁎, Alf 2012
Emotional Labor and Emotional Exhaustion Does Co-worker SuppoMagdalene Ang Chooi Hwa 2012
Emotional Labor Strategies, Emotional Exhaustion, and Turnover IQin Lv , Shi Xu & Hui Ji 2012
Does this make me look fat? Aesthetic labor and fat talk as emotioKjerstin Gruys 2012
Linkage between perceived external prestige and emotional labor:Sushanta KumarMishraaDeeptiB2012
Exploring the Nature of Nonprofit Work Through Emotional LaborBeth Eschenfelder 2012
Testing the impact of emotional labor on work exhaustion for thr Gary Blau Melissa A. Bentley Jen2012
The managed heart: The structural analysis of the stressor–strai GyeheeLeea1Taegoo (Terry)Kim 2012
Emotional Labor and Burnout at Work: A Study from Turkey Nuran Bayrama, Serpil Aytaca, 2012
Emotional labor in librarianship: A research agenda Miriam L.MattesonShelly S.Mill 2012
Individual differences and emotional labor: An experiment on posiJohn E.Buckner VKevin T.Maho 2012
Does job enjoyment and organizational support affect emotional DC Lee, LM Hung, SC Huang 2012
The Effect of Emotional Labor Strategies on Employees Job PerforKamal Ghalandari, Maryam Ghor2012
“It's for Us to Change That” Emotional Labor in Researching Adul Irene Malcolm 2012
The mediating role of job feedback in the relationship between n JA Zhong, ZL Cao, Y Huo, Z Chen2012
Planning for Emotional Labor and Secondary Traumatic Stress in CJC Caringi, HA Lawson 2012
Emotional labor strategies adopted by school psychologists CameliaTruţa 2012
A Survey of Circulation Librarians' Emotional Labor and EmotionalChenE Su-May Sheih 2012
STUDYING THE EFFECT OF HOSPITALITY INTERNS' PERSONALITY TYi-Min Li; Ying-Huei Kung; Tz-T 2012
Emotional Labor and Emotional Exhaustion. (Abstract) Ang Chooi Hwa, Magdalene 2012
Effects of psychological contract on organizational citizenship behJiang Xuan and Dong Soo Park 2012
EFFECTS OF EMOTIONAL LABOR ON ORGANIZATIONAL PERFORMANCE Jiun-Lan Hsu 2012
Antecedents and Outcomes of Emotional Labor: A study of employe SV Satyanarayana, S Shanker 2012
Chapter 10 Trading in Emotions: A Closer Examination of EmotionFrances M. Peart, ,Amanda M. R2012
The relationship between emotional labor and burnout in direct sa Elena-Mãdãlina Iorga1, Dan Flor2012
Commentary on “Motivational Bases and Emotional Labor: AssessiGary VanLandingham 2012
Research on the Influence of Emotional Labor Strategy used by PuMing-Hsiung Wu, Yu-Hsi Yuan 2012
Helping Professions and Multidimensional Emotional Labor: A Comp Ke-hsien Huang 2012
Group emotional labor and group emotional deviance, service cli Paraskevi Christoforou 2012
Emotional Labor–An Empirical Analysis of the Correlations of Its VM Mahato, P Kumar 2012
A Meta-Analytic Structural Model of Dispositonal Affectivity and John D. Kammeyer-Mueller, Alex2013
Exploring the relationship among teachers' emotional intelligence,Hong-biaoYinaJohn Chi KinLeeb 2013
Job-Related Stress, Emotional Labor, and Depressive Symptoms Saunjoo L. Yoon PhD, RN Jeon 2013
The role of perceived organizational support on emotional labor inWon-Moo Hur Tae Won Moon Ja2013
Show me The Money! do Financial Rewards for Performance Enhan Alicia A. Grandey Nai-Wen Chi 2013
Alleviating the burden of emotional labor: The role of social shari A. Silke McCance, Christopher D2013
Abusive supervision and subordinate emotional labor: The modera Tsung-Yu Wu Changya Hu 2013
Older and (Emotionally) Smarter? Emotional Intelligence as a MedMichael Sliter a , Yiwei Chen , 2013
A study of emotional labor in librarianship Miriam L.MattesonaShelly S.Mil2013
Effects of Teacher Personalities on Emotional Exhaustion: Mediat Basim, H. Nejat; Begenirbas, M 2013
The impact of emotional labor in a retail environment Yoon-NaChoaBrian N.Rutherfor 2013
The influence of internal marketing by airlines on customer-orientYan-KaiFu 2013
Emotional labor strategy and job satisfaction: A Chinese perspectiX Jiang, Z Jiang, DS Park 2013
Can empathy lead to emotional exhaustion in teachers? The media MONIKA WRÓBEL 2013
Researching distressing topics: Emotional reflexivity and emotionaSharon Jackson, Kathryn Backett2013
Emotional Labor and Performance in the Field of Child Life: Initia Angie L. Shuck , Brad Shuck & 2013
Emotional Labor for Entrepreneurs: A Natural and Necessary ExteGerald F. Burch*, John H. Batc 2013
Effect of Emotional Labor on Emotional Exhaustion and Work Atti Neerpal Rathi , Deepti Bhatnag 2013
Emotional Labor in the Academic Library: When Being Friendly FeSherianne Shuler & Nathan Mo 2013
Interactive effects of proactive personality and display rules on e Kristen L. Randolph Jason J. Da 2013
Contextual emotional labor: an exploratory of Muslim female empJawad Syed and Faiza Ali 2013
Moderating Role of Affectivity in Emotional Labor and Emotiona Adnan Adil & Anila Kamal 2013
Emotional labor: The role of employee acting strategies on cust Tang, Chaoying;Seal, Craig R;Na 2013
Emotional labor strategies and service performance: the mediating Liu, Chao;Liu, Xinmei;Geng, Ziz 2013
Emotional labor strategies, customer cooperation and buying deciC Tang, CR Seal, SE Naumann 2013
Emotional labor in the moderation of online communities A Young, S Miranda, J Summers 2013
The Concept of Emotional Labor in Health Sector D Kaya, A Yüceler 2013
Mediating role of emotions at work in relation to display rule demA Adil, A Kamal, M Atta 2013
Investigating social factors associated with emotional labor amon Akbar Talebpour, Ali Rabbani K 2013
Passionate pedagogy and emotional labor: students' responses toAprill M. Schueths , Tanya Gladn 2013
A Multilevel Model Linking Emotional Labor and Employee CreativiHongping Zhang; Shandong U.;N2013
Exploring the Boundaries and Mechanisms of the Effects of EmotiNai-Wen Chi;Pei-Chi Chen 2013
Path Linking Emotional Labor Strategies to Turnover Intention: EffeSushanta Kumar Mishra 2013
Work-family spillover effects of emotional labor (Abstract) XY Liu, HK Kwan, FH Yim, J Jin 2013
Roles of Training and Mentoring on the Interns' Emotional Labor- IJ Wang, NW Chi 2013
Emotional Labor and Emotional Exhaustion: Mediating Role of CuY Zhan, J Shi 2013
Driving it home: How workplace emotional labor harms employeeDT Wagner, CM Barnes, BA Scot2014
Antecedents and consequences of employees’ job stress in a foodHyo SunJung1Hye HyunYoon 2014
Emotional labor in the hospitality industry: The influence of conteAmir Shani a,∗, Natan Uriely b, 2014
Differences in emotional labor across cultures: A comparison of Joseph A. AllenEmail authorJa 2014
Understanding hotel employees' service sabotage: Emotional laboJungHoon (Jay)LeeaChihyung M2014
How emotional labor and ethical leadership affect job engagement X Lu, ME Guy 2014
Teachers’ emotional experiences and exhaustion as predictors of Melanie M. Keller 1,2 *, Mei-Li 2014
The need to nurse the nurse: emotional labor in neonatal intensivRoberta Cricco-Lizza 2014
Burnout among public service workers: The role of emotional lab Chih-Wei Hsieh 2014
Understanding the “why” as well as the “how”: Service performanc SM Maneotis, AA Grandey, AD K2014
Emotional Labor and Motivation in Teachers CameliaTruta 2014
Emotional labor and burnout among Turkish primary school teachUğur AkınEmail authorİnayet A 2014
Customer orientation, engagement, and developing positive emotJay Jaewon Yooa & Todd J. Arno 2014
Extending conservation of resources theory: The interaction betwPark, Hyung In O'Rourke, Eric O'2014
The role of chronological age and work experience on emotional la Won-Moo Hur Tae-Won Moon Su 2014
The role of punishment and reward sensitivity in the emotional l Schreurs, Bert,Guenter, Hanne 2014
United States teachers' emotional labor and professional identitieElizabeth Levine Brown, Christy 2014
The effects of emotional labor on frontline employee creativity Zizhen Geng Chao Liu Xinmei Liu2014
Linking perceived organizational support to emotional labor Sushanta Kumar Mishra 2014
The consequences of emotional labor for public sector workers and Melissa M. Sloan 2014
Job Stress, Emotional Labor, and Emotional Intelligence as Predic Bolanle Ogungbamila, Anthony 2014
The Effects of Emotional Labor on Job Attitudes of Hotel Employ Iplik, Fatma Nur; Topsakal, Yunus2014
Negative affectivity and tipping: The moderating role of emotion Hana Medler-Liraz 2014
Blogging while angry: the sustainability of emotional labor in th Lori Kido Lopez 2014
Moderating role of hotel employees’ gender and job position on tHyo Sun Jung , Hye Hyun Yoon 2014
Impact of Emotional Labor on Organizational Role Stress – A StudyMadhureeModekurti-MahatoaPr2014
THE ROLE OF PERSON-JOB FIT AND ORGANIZATIONAL COMMITMSenay Yürür , Cengiz Mengenci 2014
Emotional labor and dysmenorrhea in women working in sales and In-Jung Cho, Hyunjoo Kim, Siny 2014
Impact of Emotional Intelligence on Emotional Labor Strategy: theY Zeng, X Chen, Y Chen 2014
Chapter 13 Emotional Labor as a Dynamic Process in Service OrgaEsther Gracia Neal M. Ashkana 2014
Fatigue and related factors among hotel workers: the effects of Ju Jong Lee, Hyun Jey Moon, Ky 2014
A process model of emotional labor of nursing: case study of two Jing Hua Li, Ping Gao, Xia Yan S 2014
Emotional Labor in Korean Local Government: Testing the Consequ Mark Wilding, Kyungjin Chae & 2014
A Study on the Concept, Dimensions and Consequences of EmotioYeong-Gyeong Choi*,
Yeliz Mohan Bursalı Kyoung-S
a *, Zübeyir 2014
Bağcı b
The relationship between emotional labor and task/contextual/inn , Sabahat Bayrak Kök 2014
What Library Managers Should Know about Emotional Labor Miriam L. Matteson & Shelly S. 2014
An Exploration of the Relationship between Psychological Capital Ching-Sheue
Yanling Liu FU 2014
Development of Questionnaire on Emotional Labor among Primar, Dajun Zhang 2014
Coping with emotional labor: Challenges faced and strategies adoJoy Kadowaki
Steven and Mangala Su 2014
Rogelberg
Faking it for the Higher-Ups: Status and Emotional Labor in WorkpJohn Kello
,Susan A. Chapman3 2014
Are there differences between male versus female Emergency Medi , Krupa S. Viswanathan 2014
ROLE AND CONSEQUENCES OF EMOTIONAL LABOR IN THE WORKP AF Schiopu 2014
The effects of emotional labor on software quality: the moderatinAyse GUNSEL 2014
Women Sales Personnel's Emotion Management: Do Employee Affect G Kim, S Lee 2014
In Search of a Relational Antecedent of Emotional Labor:A Social NaGaryYoon Kim
Greguras 2014
Mental Construal and Perceived Job Control as Antecedents of EmJennifer Zophy Gillespie 2014
Teaching and emotional labor Ass. Prof. Mukadder Boydak Öz 2014
A Study on Measuring Emotional Labor and Burnout Levels of Shoİlknur ÇEVİK TEKİN* and Serda 2014
Does Emotional Labor Influence Burnout? A Case Study for TurkeySGeorge
YILDIZ,Washington
AC GULLUCE, U. E SAGLIK 2014
Dynamic Effect of Emotional Labor on Outcomes: Role of Time andNatalia Lorinkova
Catherine K Lam 2014
Emotional Labor Interactions and Coworker Harming: A Self-RegulHelen Hailin Zhao 2014
Teaching as Emotional Labor: Preparing to Interact with All Stude M Dunbar, WD Baker 2014
The bright side of emotional labor Ronald H. Humphrey Blake E. A 2015
Emotional labor at a crossroads: Where do we go from here? Alicia A. Grandey1 and Allison S 2015
Emotional labor actors: A latent profile analysis of emotional laborGabriel, Allison S.,Daniels, Mi 2015
Emotional labor threatens decent work: A proposal to eradicate eAlicia A. Grandey Deborah Rupp2015
Sleep quality and self-control capacity as protective resources in Stefan Diestel, Wladislaw Rivki 2015
Smiling for a Wage: What Emotional Labor Teaches Us About EmoAlicia A. Grandey 2015
The heart work of Wikipedia: Gendered, emotional labor in the wo A Menking, I Erickson 2015
Emotional Labor Dynamics: A Momentary Approach Allison S. Gabriel1 and James M2015
The barriers facing artists' use of crowdfunding platforms: Person Roei Davidson, Nathaniel Poor 2015
Customer response to employee emotional labor: the structural reWon-Moo Hur Tae-Won Moon Y2015
How Emotional Intelligence Mediates Emotional Labor in Public SeMary E. Guy1 and Hyun Jung Le 2015
Impossible Burdens: White Institutions, Emotional Labor, and MicLouwanda Evans Wendy Leo M 2015
Examining Men’s Status Shield and Status Bonus: How Gender Fram Marci D. CottinghamEmail autho2015
Emotional facet of language teaching: emotion regulation and emo Afsaneh Ghanizadeh & Nahid R 2015
The Relationship between Teachers' Emotional Labor and BurnoutYilmaz, Kürsad; Altinkurt, Yahya 2015
The effects of emotional display rules on flight attendants’ emot Chongho Lee • Myungsook An 2015
Mentalizing and Emotional Labor Facilitate Equine-Assisted Socia Catharina CarlssonEmail author 2015
Emotional Labor and Occupational Well-BeingA Latent Profile AnalHogrefe Publishing 2015
Emotional Labor in Sports Coaching: Development of a Model Ye Hoon Lee, Packianathan Che 2015
The moderating role of perceived organizational support on the Won-Moo Hur, Su-Jin Han, Jeon 2015
Emotional labor in social workers' practice Cecilie K. Moesby-Jensen & Hell2015
Examination of factors affecting hotel employees' service orienta JungHoon (Jay) Lee, Chihyung ( 2015
In Their Own Words: Stories of Emotional Labor from the Library Miriam L. 2,
, Xiying Li Matteson,
FangfangSharon
Guo 3 Chi
and2015
How School Climate Influences Teachers’ Emotional Exhaustion: TGuanyu Cui 2015
Gender Effects on Emotional Labor in Seoul Metropolitan Area Seung-Bum Yang1 and Mary E. 2015
Asakti-Anasakti as Mediator of Emotional Labor Strategies & Bur Jatin Pandey & Manjari Singh 2015
Participatory planning and children's emotional labor in the prod Fernando JavierBoscoPascaleJoa2015
Building emotional supports: How teachers' emotional labor infor Elizabeth Levine Brown, Michae2015
A literature review on teachers' emotional labor Maolin Ye, Ye Chen 2015
The Effect of Positive Psychological Capital on Emotional Labor İdil Tamer 2015
Gathering emotion: examining newspaper journalists' engagement K. Megan Hopper
Yeong-Gyeong & John E. Hux2015
Choi*
A literature review of emotional labor and non-task behavior , Kyoung-Seok Kim 2015
Job Satisfaction as a Mediator between Emotional Labor and the INilgün Anafarta, 2015
The Relationship Between Emotional Labor Behaviors and BurnoutSerap Altuntaş1, Özlem Şahin A 2015
The Impact of Emotional Labor and Conflict-Management Style onP Rutner, CK Riemenschneider 2015
A study on verbal abuse, emotional labor and clinical practice streHae Young Woo 2015
Emotional Labor Levels of Nurse Academicians HavvaOzturkaNefiseBahcecikbS 2015
Emotional Labor between Supervisors and Subordinates: Literatu Meng Li, Linli Liang 2015
Relation Between Emotional Labor and Organizational CitizenshipFrancis Y. L. Cheung & Vivian M 2015
The role of emotional intelligence and emotional labor among fr Michael Yadisaputra 2015
The influence of emotional labor on burnout: Centered on the streYeong-Gyeong Choi and Kyoung 2015
Emotional Labor and Workplace Relationships Among Personnel Of HSI-PENG LU AND HER-RAN LIO 2015
Psychological capital, emotional labor and counterproductive worXiaodan Wang,Choi*
Yeong-Gyeong Xiaotong Lian 2015
A Literature Review of Emotional Labor and Emotional Labor Strat, Kyoung-Seok Kim 2015
The Relationship Between Emotional Labor Strategies, Service Prov Hana Medler-Liraz & Tali Seger 2015
The Effect of Emotional Labor on Job Involvement in Preschool Teac Ching-Sheue
Myoung-Jin Kwon1FU 2015
The Effects of Emotional Labor and Emotional Intelligence on Bu , Young-Hee Kim2 2015
Emotional Labor Yujie Zhan
Pei-Chi Chen 2015
The Interactive Effects of Emotional Labor and Service Behaviors Ya-Yun Ruby Tsai 2015
Do job Positions Matter in Emotional Labor and in its Relationsh Shaozhuang Ma¹, Gabriela Silva¹,2015
Effects of policy strength and social sharing of emotions on emot Lijuan Bu, Aiqin Lv and Xiaoyan 2015
Impact of Exposure to Verbal Abuse on Nursing Students' Emotional Hae Young Woo 2015
Emotional Labor in Interactive Service Roles in Indian RestaurantsAnand Sharma, Prantosh Banerj2015
The Costs of Policing Violence: Foregrounding Cognitive and EmotLouwanda Evans, Joe R. Feagin 2015
The relation between emotional labor, job burnout and intention L Toprak, SG Özaltaş, A Karakaş, 2015
Human Resource Management Practices to Support Emotional LaSharon Mastracci 2015
Determination of associations between educational beliefs, emotio Ersin Sahin 2015
Essential precursors and effects of employee creativity in a servic Inyong Shin Won-Moo Hur Hon 2015
The politics of emotion: Exploring emotional labor and political skiPS Rutner, F Irani Williams, C C 2015
Introduction: The bright and dark sides of emotional labor PAUL E. SPECTOR* 2015
The Mediating Effects of Emotional Labor Strategies on Regulator Z Geng, X Yang, H Zheng, C Li 2015
Maintaining professionalism: emotional labor among lawyers as clJoy Kadowaki 2015
Dimensional comparatives of organizational citizenship and emo Ü Çolakoğlu, G Yurcu, H Atay 2015
The role of occupational emotional labor requirements on the surfDevasheesh P. Bhave, Theresa 2016
Standing out from the crowd: Emotional labor, body labor, and te Noopur Raval and Paul Dourish 2016
When the going gets tough, the tough keep working: Impact of e Helena Nguyen, Markus Groth, 2016
Affectivity, emotional labor, emotional exhaustion, and emotionalYe Hoon Lee & Packianathan Che2016
Counterproductive work behavior among frontline government emplo PonniahRamanaMuraliSambasi 2016
Positive psychological capital and emotional labor in Korea: the Won-Moo Hur, Seung-Yoon Rhe 2016
An emotional labor perspective on the relationship between custoJungHoon (Jay) Leea, Chihyung 2016
Relationships between personality, emotional labor, work engageme JUSTYNA MRÓZ and KINGA KAL 2016
Interpersonal Process of Emotional Labor: The Role of Negative Yujie Zhan Mo Wang Junqi Shi 2016
Preventing School Failure for Teachers, Revisited: Special Educato Mary Margaret Kerr & Elizabet 2016
Linking Emotional Labor, Public Service Motivation, and Job SatisfChul-Young Roh, M. Jae Moon, 2016
Self-efficacy as a Mediator and Moderator Between Emotional Labo Chih-Wei Hsieh, Jun-Yi Hsieh & 2016
The effect of pre-flight attendants’ emotional intelligence, emo Aeeun Jeon 2016
In the eye of the beholder: emotional labor in academia varies w Sharmin Tunguz 2016
Emotions and Emotional Labor at Worker-Owned Businesses: Deep Elizabeth A. Hoffmann 2016
The Impact of Job Involvement on Emotional Labor to Customer-Or Wang, Mei-Ling; Chang, Shu-Ch 2016
Perceived customer participation and work engagement: the pathJaewon Yoo 2016
Teachers’ emotions and emotion management: integrating emotion Mikyoung LeeEmail Reinhard Pek 2016
Emotional Labor among West Texas Baptist Pastors: Potential ThreKelly Davis McCauley William L 2016
Emotional Labor and Job Stress in Caring Professions: Exploring USharon Mastracci & Chih-Wei H 2016
Emotional labor in hospitality: Positive affective displays in servi Jing Li, Bonnie F Canziani, Carla 2016
Effects of Emotional Labor and Adaptive Selling Behavior on Job Wang, Xifeng;
Kumi Ishii a, * Wang, Guocai; 2016
Online customer service and emotional labor: An exploratory stu , Kris M. Markman 2016
Emotional Labor and Burnout: Comparison Between the CountriesHae-Kyung Sohn, Timothy J. Lee2016
Staying engaged on the job: The role of emotional labor, job reso Nwamaka A Anaza Edward L Now 2016
Relationships between Nurses' Resilience, Emotional Labor, Turn Ju, Se Jin¹ and Oh, Doonam 2016
Psychometric properties of the emotional labor scale in a Turkish Erkan KIRAL 2016
Linking Personality and Emotional Labor: The Mediating Role of RA Qadir, MM Khan 2016
“It’s Like Writing Yourself into a Codependent Relationship wit Jennifer Sano-Franchini 2016
Does emotional labor moderate customer participation and buyinTali Seger-Guttmann & Hana Med 2016
Helping without caring: Role definition and the gender-stratified Francesca Polletta, Zaibu Tufail 2016
Evaluation of a Substitution Device for Emotional Labor by using T Goto, H Osawa 2016
The effects of job-focused and employee-focused emotional laborM Tepeci, T Pala 2016
Service, emotional labor, and mindfulness Emma (Junhong)WangaPierreBer2016
Racialized and Classed Contexts: Shifting Audiences and Changes Brianna L. Billingsley, Southwes 2016
Emotional Labor, Food Provisioning and Local Food System Enga Rebecca L. Som Castellano 2016
Emotional Labor Predicts Service Performance Depending on Activa Nai-Wen Chi, Alicia A. Grandey 2016
Emotional Labor Christa
, AhmadL. Remington 2016
Customer Perception of Emotional Labor of Airline Service Emplo Said Ibrahim Alshuaibi 2016
The Mediating Role of Emotional Dissonance in the Relationship oN Arshadi, S Piryaei 2016
Emotional Labor (2) Rebecca K. Grady 2016
Emotional labor and family quality: the role of work-family positivXYJaeLiu, HK Kwan,
Hyeung Kang LZ Wu, XM Zh 2016
Passion P (l) ays! Emotional Labor and Perceived Passion as PredictRavi Ramani 2016
The Development of Emotional Labor Skill in Food and Beverage Pr J Nyanjom, H Wilkins 2016
A multistudy examination of organizational stressors, emotional l R. J. Larner C. R. D. Wagstaff R 2017
Spillover Effects of Emotional Labor in Customer Service Encoun Hong Deng Frank Walter Cathe2017
Emotional labor among police officers: a diary study relating stra Benjamin R. van Gelderen, Elly 2017
Emotional labor and professional practice in sports medicine and R. F. Hings C. R. D. Wagstaff R 2017
Is all support equal? The moderating effects of supervisor, cowo Hyun JeongKimaWon-MooHurb2017
Fighting Feelings: The Emotional Labor of “Old Heads” in an Ama Jeffrey O. Sacha 2017
Emotional labor, teacher burnout, and turnover intention in high-Ye HoonKim,
Hye-Jin Lee MPH, RN1 2017
Emotional Labor: Links to Depression and Work-Related Musculoske and Jina Choo, PhD, DrPH, RN 2017
Determinants of turnover intention of social workers: Effects of e Yoon Jik Cho1 and Hyun Jin Son 2017
The relationship between emotional labor status and workplace viYosub Joo1 and Jeongbae Rhie 2017
Call Center Workers Emotional Labor and its Influence on their P Tareq
RasimN. Hashem
Tosten1 2017
Positive psychological capital and emotional labor: A study in edu and Mustafa Toprak 2017
Choose your strategy wisely: Examining the relationships betweenHongbiaoYinaShenghuaHuangaJ2017
The smiling philosopher: Emotional labor, gender, and harassmenLiz Jackson 2017
The Emotional Labor of Personal Grief in Palliative Care: BalancingLaura M. Funk, Sheryl Peters, Ke2017
Creating of customer loyalty by cabin crew A study of the relati NorikoOkabe 2017
The impact of emotional labor on employees’ work-life balance peVerenaHofmannNicola E.Stokbu2017
Emotional Labor in Critical Ethnographic Work: In the Field and B Krista McQueeney, Kristen M. La2017
Emotional intelligence, emotional labor, coach burnout, job satisf Ye Hoon Lee & Packianathan Che2017
Who is fit to serve? Person–job/organization fit, emotional labor Wing Lam Yuanyuan Huo Zigu 2017
A comparison of the enactment and consequences of emotional lab Michael P. Newnham 2017
Convergence Research on Emotional Labor, Job Environment, andIlOHyun Yun 2017
Beyond Emotional Labor in Hedonic Servicescapes Nacima
Arielle P.Ourahmoune,
Rogers 2017
Customer Emotional Labor in Service Settings: A Mixed-Method Inv Mahesh Vaidyanathan Subramony 2017
Antecedents and Consequences of Emotional labor : A review Rafique, T. Tasleem, S. Hassan, 2017
Emotional Labor Strategy of Hotel Frontline Employees: The Ant Xiaofen Liu 2017
The consequences of internal marketing activities on emotional laTülay Polat Üzümcü, Ayşe Güns 2017
Emotional labor as carnivalesque behavior: Avoiding administrative Cindy L. Pressley, Michael E. No 2017
A Qualitative Study on Emotional Labor Behavior of Oncology NursR Tuna,
Qing U Baykal
HU1,a, Chun-Ai WANG2 2017
The Relationship between Emotional Labor and Mental Health of and C Xiao-Zhao
Wisanupong YANG1
Potipiroon 2017
Linking Public Service Motivation, Emotional Labor and Customer Angsuthon Srisuthisa-Ard 2017
Emotional Intelligence, Emotional Labor, and Emotional Exhaust Ye Hoon Lee & Boyun Woo 2017
The impact of emotional labor on emotional exhaustion of academic T. J. R. Thiseral and W. B. M. A. 2017
Construct validation of emotional labor scale for a sample of Pak Noreen Akhter, Anis ul Haque 2017
Does mindfulness reduce emotional exhaustion? A multilevel anaJun (Justin) Li a, IpKin Antho 2017
A Study on the Relationships among Passion, Emotional Labor, anHSU, YU-PING 2017
Emotional Labor and the Work of School Psychologists Adam D. Weaver 1 & Joseph A. 2017
Emotional Labor Within Teams: Outcomes of Individual and Peer EWilliam J. Becker, Russell Crop 2017
Faking it: salesperson emotional intelligence’s influence on emot Duleep Delpechitre, Lisa Beeler 2017
Effects of Job Burnout and Emotional Labor on Objective Structu Chen-Yu Wang, Jen-De Chen, Chi2017
Communication is Key: The Interaction of Emotional Labor StrategiSHI XU,* LARRY R. MARTINEZ,* 2017
Impacts of misbehaving air passengers on frontline employees: roHsin-Hui "Suny" Hu, Hsin-Yi Hu, 2017
Effect of Nurses' Emotional Labor on Customer Orientation and S Sang-Sook Han 1, Jeong-Won Ha2017
Personality Traits, Burnout, and Emotional Labor Correlation amoAmna Khalil1, Muhammad Majid2017
A Meta-Analysis of the Relationship between Customer MisbehavHui Man1, Feiyan
, Muhammad Liu1, Yutong 2017
Imran3
Consequences of Emotional Labor in Health Sector of Pakistan ,, Maryam
Hyunjoo Ikram
Kim 3,* 2017
Association of Emotional Labor and Occupational Stressors with ID and Seong-Sik Cho 2017
The effects of emotional labor on work engagement and boundaryJ, aewon Yoo, Jicheol
Gulseren Yurcu2 Jeong, 2017
Investigation of Emotional Labor Levels of Hotel Employees in Te * and Murad Alpaslan Kasalak2 2017
Claiming expertise from betwixt and between: Digital humanities Al lexis Logsdon, Amy Mars & He 2017
Rasim Tösten1
Examining the Teachers' Emotional Labor Behavior , Çiğdem Çelik Şahin 2017
When is Emotional Labor Less Detrimental to Employee Well-Being SNewlands,
Qian, C Miao
Gemma 2017
Emotional labor in the sharing economy Fieseler, Christian 2018
Psychological Capital, Emotional Labor and Exhaustion: Examini Hongbiao Yin1 & Wenyan Wang22018
Need for recovery after emotional labor: Differential effects of da Despoina Xanthopoulou Arnold2018
, Valerie Andersona
Professional challenges in elite sports medicine and science: Comp, Sarah Gilmorec,Richard C. Thelwell2018
Explore the relationship between human resource management prac Asaad Ahmad abdelqader Alsak2018
Emotional labor, workplace violence, and depressive symptoms i Guang Hwi Kim, Hee Sung Lee, S2018
Women leadership and its effect on teachers’ emotional labor in TMehmet Şahin 2018
The gendered emotional labor of male professional ‘freesurfers’ dClifton Westly Evers 2018
Documenting a labor of love: emotional labor as academic labor Brandi Lawless
Racheli Zaretsky 2018
The Relationship between Teachers' Perceptions of Emotional LabYaacov J Katz 2018
Trickle-Down Effects of Positive and Negative Supervisor Behavi Nai-Wen Chi, Yen-Chun Chen, 2018
Tali Seger-Guttmanna,⁎
Hospitality service employees’ flirting displays: Emotional labor ,·Hana Medler-Liraz
Zhe Zhang1 2018
Does Servant Leadership Affect Employees’ Emotional Labor? A SoFalak · MingZehra
Jia Mohsin1 2018
DEVELOPMENT OF THE GENERAL EMOTIONAL LABOR SCALE–URDJulia and Nadia Ayub Ali
E. Szymczak, PhD, Theodore2018
Schall, MSW, MBE, Douglas
Pediatric Oncology Providers' Perceptions of a Palliative Care Se Shefali Parikh, MD, Concetta DiDomenico,
2018 PNP-BC, and Chris
The Moderating Role of Leader–member Exchange in the Relations panelEun KyungLeePhD, RN1Eun2018
Language teacher agency, emotion labor and emotional rewards in Elizabeth R.MilleraChristinaGk 2018
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Abstract
Emotional labor is the display of expected emotions by service agents during service encounters. It is performed through surfa
focus [on] whether emotional labor is a potential source of employee job stress / developed a measure of emotional
The literature regarding organizations, labor control, and emotional labor suggests that the labor process within the
This article conceptualizes the emotional labor construct in terms of four dimensions: frequency of appropriate emotional disp
Cassandra S. Franklin, Lecturer in Law at the UCLA School of Law and a former litigation attorney, reviews Jennifer L. Pierce's Ge
emotional
associated labor may easestress
with reported the stress of individuals
and customer who was
behavior worknegatively
in legal organizations,
associated it is unlikely to have a significant effect on t
with reported satisfaction and commitment.
marketplace serve as boundary conditions for the main
tenance of bounded emotionality.'
Emotional
Self-focused labor is what
emotion workers do has
management withthe
their feelings
most to comply
pervasive with organizational
and detrimental impacts. role requirements. This article explores th
There is littleand
tional labor) evidence of interaction
its consequences foreffects of work
individual conditions
employees' joband
satisemotional labor.
faction, productivity,
officers. and
strumental approach to human personality and social interaction
raises
ticle troubling
reviews eachmoral
area issues
and concludes with suggestions for future re
search on the psychological
and behaviors culturally definedconsequences of emotion
as feminine, and, in the aggregate, women spend more time in these activities than men. Tea
are associated
ture of law firms. with traits culturally defined as masculine, and, on average, men spend more time in these activities. Although
of the components of emotional labor available and represent a start
ing
andpoint for refinement
structures. of this
In addition, increasingly
sociologists and important typetheorists
organizational of work. suggest that organizations invest energy, time, and money
selective hiring, formal meetings, and informal gatherings. Based on in-depth interviews with seven frontline workers at a Cana
This dissertation is a quantitative study of the role of emotions in employee workplace outcomes. Specifically, the construct of
This thesis attempts to explore the emotional labor that a nurse performs when she is communicating with NICU parents. This
Globalization not only creates tremendous opportunities for the high-tech and high-skilled people, it also yields ample latent d
includes individual differences (such as emotional intelligence) and organizational factors (such as
supervisor
emotion weresupport).
positively related to health symptoms primarily among those reporting: (1) lower identification with the organi
emotional adaptability. The effects of various personality traits and situational variables on perceived emotional labor differed
This study empirically identifies the dimensions and initiates the development of a measure of emotional labor. Phase 1 of this
Although both scholars and practitioners continue to privilege the “rational” aspects of organization, this article demonstrates
While the service quality literature suggests the importance of courteous service agents, the emotional labor literature has sho
Scholarship on emotional labor has yielded important information regarding the expression and experience of emotions in org
The
wouldprimary objective
feel greater job of this studyinwas
satisfaction thetoface
examine the impact
of demands of encouraging
to suppress negativehumor on task
emotions thansatisfaction,
would task stress and perfo
those withand
thenticity lower
thatlevels of internalization
inauthenticity is most commitment.
pronounced among those experiencing the
highest levels of agitation. These
to nursing education and their views effects dolack
of the not of
differ by gender,
valuing howe
of nurses’ work by others within the healthcare system. The importa
of supporting them in relation to the emotional aspects of their
The goals of the present research were to further research in the emotional work is explored.
labor
area by developing: (a) a conceptual definition of the emotional labor construct based on existing theory and empirical researc
The contemporary
economic United
perspectives; States
and fitnessa industry,
it permits in conjunction with the medical endorsement of exercise and the marketing o
more grounded
explanation of social change.
general emotional stability were significant predictors of various indices of
withdrawal cognitions, job satisfaction, and withdrawal behaviors.
and clarify the emotional labor literature by comparing different conceptualizations of this
concept
This study uses
exhaustion, S. E.
while jobHobfoll's (1989)
control and conservation
supervisory of resources
support tended totheory
show as a means of examining why emotional labor may or m
stronger
This article examines the effect of client contact on the emotional labor performed by paralegals employed in both consumer-
This studywas
The scale wasused
designed to identify
to survey the relationship
285 hotel between emotional
employees. Structural labor and(SEM)
equation modeling depressive symptoms multiple
and moderated among Korean industr
regression (M
In sum, this study found that both deep acting and surface acting lead to positive work outcomes, but genuine acting leads to n
Researchers have suggested that emotional labor (managing emotions for financial reward) has a number of consequences fo
detrimental effects of emotional dissonance on important employment outcomes
was identified Implications for theory development and application are discussed.
The study used a time-sampling method to test aspects of A. Grandey’s (2000) emotion regulation model of emotional labor. E
dynamic, process-oriented approach to understanding emotional labor is presented, utilizing concepts from control theory mo
Display rulesstudy
The current are formal
testedand informal
a model norms that
of emotional regulate
labor the expression
including factors of workplace emotion. Organizations impose display r
hypothesized to be related to surface acting and deep acting. Proposed antecedents include perceived display rule demands, c
Despite increased research attention, the emotional labor construct remains without a clear conceptualization and operationa
Job concept
The segregation-the tendency
of emotional laborfor men andand
demands women to workon
their effects in workers
differenthas
occupations-is often citedattention
received considerable as the reason thatyears,
in recent women's
with
and working conditions on wages are described. Results suggest that higher levels of emotional labor demands are associated
We examined individual difference variables as antecedents of perceived emotional labor, as well as affective and behavioral co
An understanding of the importance of metaphors and beliefs in the development of teachers' practical knowledge has already
FEATURE ARTICLE This research investigates some of the consequences of performing
service employees.
emotional labor suchusing
Data were collected as emotional exhaustion,
questionnaires. affective well-being,
The questionnaires and job satisfaction,
were distributed andofattempts
to 29 stores to determine
an 87 year-old which
retail chain indio
with
Results
Current were
theoryfound to support
and research a number
fails of theand
to articulate hypotheses set the
explain fully forth, including affirmative findings for the moderating influenc
simultaneous
oppressive and liberating aspects of emotional labor. Originally
A laboratory experiment was conducted using videotaped vignettes to representconceptualized bymore
Hochschild (1983),
and less levelsemployees
of genderingexperience em
in emotion
URI
The aim of this paper is to present a conceptual model of the relationship between emotional labor, emotional intelligence, bu
This investigation had two purposes. The first was to determine whether the display of naturally felt emotions is distinct from s
We first present a model of clinical empathy and describe the mechanisms involved. Then we review the research on emotiona
The authors examined whether commitment to emotional display rules is a necessary condition for emotional display rules to
A close examination of the emotional labor literature reveals a myriad of conceptualizations contributing to a current state of t
This paper offers an ethnographic account of the emotional labor of adventure guides at Wanderlust, an outdoor adventure tri
Although emotional intelligence has been a popular concept in the media, there have been few scientifically rigorous studies d
Modeling
studied in isa sample
a challenging
of 150occupation because
Italian hospital employment
workers. is irregular,
Their self-reports the physical
showed demands are great, and competition is fier
that they
performed Emotional labor by (a) Surface acting, expressing job-required emotions , and (b) Deep acting, trying to actually fee
This
laborlab study
they drew on fairness
experienced. theory (Folger
The implications & study
of this Cropanzano,
suggest2001), emotion
the need regulation theory (Gross, 1998) and affective eve
for additional
investigation into the phenomenon of emotional labor in early intervention, and the implementation of policies that will ameli
Competitive pressures are forcing hospital leaders to closely examine the role of direct caregivers in improving the level of satis
Emotional intelligence has receil·ed increased auention in recent r ears. M uch of this auention is due to research that supports
In this study, the authors examine the effects of two facets of employee emotions on customers' assessments of service enco
Using affective events theory to integrate multifoci justice and emotional labor (EL), this lab study examined the effects of custo
This paper
restores describes
a positive the development
vision of organizationalandmanagement
validation of aof19-item
emotioninstrument
to the (hospitality emotional labor scale, HELS) for asse
sociology
This studyof work. emotional labor processes from a within-person, episodic framework. The authors hypothesized that the
examined
display rules was hypothesized to mediate the relation between negative emotions and selfperceptions of affective delivery. Fi
Authors
Practicalpresent emotions
implications in a way
– In terms that is desired
of training by the organization.
and/or interventions, there isThe authors
a need for hypothesize
the worksitethat employers
to provide with greater
structured em
opportu
Originality/value – Emotional labor has been rarely examined as an antecedent of WFI. In addition, while emotional labor has b
This
In anstudy foundgreater
era when a significant positive relationship
responsiveness between
is required of emotional
government intelligence
workers, (MSCEIT)
the authors and deepacting
test whether there is a(making an effort
blind spot in em
used by public agencies in Illinois. Results confirm that 86% of the
applicable to such concerns as turnover and morale, training and orientation, instruments identify the performance of emotion work at on
and communication and supervisory strategies.
This study examines cross-cultural differences in the emotional labor performed by flight attendants working in a multi-cultura
The
This aim of the
analysis researchthe
examines reported in thisof
applicability article was to develop
the emotional a conceptual
labor scale from themodel that at
Emotions links emotional
Work laborthrough
Scale (EWS) strategies
theperform
asses
and deep acting subscales, respectively. Test–retest reliability was 0.64 for surface acting and 0.51 for deep acting during a mea
The study
Interest in was to investigate
the role of emotions which oneworkplace
in the of the emotional labors,insurface
has increased recent acting and deep acting, had better effect on later perfo
years (e.g.,
Arvey, Renz, & Watson, 1998; Ashkanasy, Hartel, & Daus, 2002; Fisher & Ashkanasy, 2000; Muchinsky, 2000). One particular are
The purpose of this study was to examine the relationship among extraversion (EX), emotional labor (surface acting and deep a
acting. The authors discussed the implications for theory and practices, and made suggestions for further studies.
This survey
Research onstudy of 176from
aggression participants from eight
organizational customer
outsiders service organizations
(customers, investigated
clients or patients) how individual
has ignored factors moderate
insider-instigated th
aggression,
rules. With a national random sample of U.S. employees (n 2446) and a convenience
the interviewee and the research topic, and facilitates greater insights into the sample of U.S. employees who have cust
interview process, the participants, and the nature of the topics discussed.
The authors examined the relationship between psychological strain, emotional dissonance and emotional job demands during
One of the central problems in the performance of emotional labor at work revolves around how workers balance the needs o
In this paper, I planned to describe emotional labor at domestic violence shelter, and to examine how it both hurts and enhanc
sanctioned emotion is a fundamental and gendered dimension of emotional labor, our
research
Data fromemphasizes
93 managers another component
demonstrated thatoflinear
emotional labor
thinking that is equally
is associated withgendered and merits attention: the psychological p
understanding and regulating emotions, nonlinear thinking is related to utilizing emotions to facilitate thinking, and balanced li
The purpose
Practical of this study
implications– is to examine
Instead the antecedents
of conducting business in and consequences“business-like
a non-emotional, of two emotional laborleaders
manner”, strategies (surface
would andbydee
benefit ex
Originality/value– This is the first paper to develop a theoretical model that describes how leaders perform emotional labor; th
This study investigates the impact of customer interpersonal and informational injustice on service workers' emotional labor (s
The current study was designed to examine the emotional labor of Chinese college instructors and its effects on teacher burno
The study examines the effects of a subtype of personal resources (i.e., emotional resources) on emotional labor strategies. We
This
Thisarticle
paper used a differential
presents a case of salience demands-resources
jointly produced passion work. model to explore
Passion work ishow self-focused (i.e., surface and deep acting) an
emotional
labor designed to elicit a strong response from subjects through an impression of extreme states such as pain, agony, or suffer
We examine the literature on emotional labor and health care to demonstrate the potential for emotional labor research to inf
Teacher turnover may be the most significant problem facing K–12 schools. The purpose of this study was to investigate how e
In this paper, I show the factors which have an effect on the emotional exhaustion and turnover intention in call center workers
Emotional
However, suchlaborresearch
is a subtle but serious
typically focusesoccupational
on a single hazard
occupationthat or
is likely to spreadWhat
organization. rapidly as the global service economy contin
remains less clear is a more fundamental question: how do service agents across a variety of service occupations and industrie
Emotional labor is experienced by tourism employees when interacting with visitors to tourism sites through the demonstratio
This study shows the factors which have an effect on the emotional exhaustion and turnover intention in call center tole-comm
The purposes of this study were to extract the effects of emotional labor, self-efficacy and burnout on customer-oriented sellin
Social scientists' ability to understand the effects of the context of care requires an analysis of the ways in which proximate stru
This
This chapter
paper findsexamines
its hometheinimplications of societalessay
a graduate student’s norms for emotional
which led to the labor in thethat
realization workplace.
teachingIt for
argues that
social the conflicting
justice req
in a foundatio
discourses serve a similar emotional management function. Schools are thus considered battlegrounds for dominance and con
Using quantitative data from 206 hotel frontline employees and 111 employee-supervisor dyads in two studies, we examined h
Research has shown that the growing complexity of modern organization has posed serious challenges to the job performance
Summary. Starting from the theory of Hochschild (1983) about emotional labor, workers are supposed to use two different way
In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of
In response to 2 areas for development in the emotional labor literature—(a) the contemporaneous associations between emo
Emotional labor refers to the process by which workers are expected to manage their feelings in accordance with organizationa
Building on the emotional labor and authentic leadership literatures, we advance a conceptual model of leader emotional disp
The current study examined how the emotional labor strategies of deep acting and surface acting directly influence emotional
This study drew on fairness theory and affective events theory to explain why individuals' emotional labor is impacted by injusti
The concept of emotional labor was introduced by Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. A
The current
Research study investigates the interactive
limitations/implications– effects ofdesign
The cross sectional perceptions
of thisof organizational
study support
limits the ability to on
map2 emotional
the temporallabor outcomes:
ordering of th
Originality/value– This study adds to the research about job-related emotional labor because other-focused emotional labor la
How do the concepts
Implication:This study of emotional
provided labor
useful and artfulofaffect
information how translate
adoptinginto our understanding
different emotional labor of leadership? Wheretowould
strategies related one fin
work family
Originality/value:While past studies often explored the role of emotional labor as the precursor of work family interference, ou
We investigated how affectivity and emotional intelligence (EI) influence the use of emotional labor strategies at work among 4
Th e current study had two main purposes. Th e fi rst was to develop and validate an instrumentto measure emotional labor am
Emotional
353 Taiwaneselaborflight
is theattendants’
work of regulating feelings
feelings about in the context
emotional labor,of
theemployment. Providers
status of their emotionalof consumer-based mental
exhaustion, and the health se
relationship
emotional labor operating
We have organized on female
our response flight
to this attendants
article is on
into four the medium
sections. to explore
First, we high side,
thethe attendants’
relevance perception
of emotional of emotional
labor and affectie
some questions about employee training and selection. The conclusion speaks to our concerns for the proper
In this study, a qualitative, reflexive methodology was adopted with a postmodern philosophical foundation in order to examin consideration of
Findings
whenever from this study
workers mustsuggest
interactthat
withthe nurse regardless
citizens, working inof prison experiences
the emotional emotional labor as a consequence of four key rel
intensity
of the work
To uncover the effectiveness of human resource strategy for emotional labor, this study was designed to explore the relationsh
This
This research begins with
study addresses the intention
the emotive of discerning
dissonance why previous
and emotive literature regarding
effort dimensions the labor
of emotional consequences
and their of emotional labor
relationships to theise
An inverse relationship
Researchers have issuedresulted
a call forwith higheron
research levels of emotive
emotional laboreffort,
to move indicating
beyondlower levels of depersonalization. No support w
service
roles
suggestto other
a “playorganizational roles (Ashforth
as work” paradigm & Humphrey,
more clearly 1993).
captures the Theofpresent
reality paper proposes that emotional labor plays a pivo
the demands
of The World of Warcraft.
This research allows us to draw several specific conclusions. First, surface acting has a positive effect on personal accomplishm
aspects of emotional labor, especially surface acting on employee's well-being.
In this study,
Because welarge
of the examine howofthe
number age ofemployed
people service employees influences thecustomer
in service occupations, emotional labor process.
incivility We integrate
has become research
an increasingly on
preval
bank tellers revealed that customer incivility was positively related to emotional exhaustion and negatively related to customer
Models of emotional labor suggest that emotional labor leads to strain and affects job performance. Although the link between
Burnout among police officers is a well-documented phenomenon, with police exhibiting significantly rates significantly higher
Theory and research on emotional labor at work is applied to the study of the work–family interface to explore how emotional
Organizational
We build on and display rules
expand the(e.g.,
case“service
made bywith a smile”)
Grant have(2009)
and Parker had mixed relationships
that the with employee
contradictions between theemotional labor—either
job design and EL per
police officers), patients (e.g., nurses, therapists), or corporate clients (e.g., sales representatives, receptionists).
In this commentary, we focus particularly on two key concepts we believe are necessary to understand the relationship Clearlybetwee
these
Second, we demonstrate the vital role of context in the EI–job performance relationship, illustrated by stronger EI criterion vali
Based on socioemotional
Association of Schools of selectivity theory
Public Affairs and (SST; Carstensen,
Administration Isaacowitz,
Standards & Charles,
2009, and 1999), we examined the role of age on the
explains how
customers’ they can
positive andbe incorporated
negative into a curriculum.
mood states and employees’ mood, emotional labor
perception, and service performance.
Findings – Convergent support was found It also
forexamined
EFA betweenthe the
impact
M&B of and
self-monitoring and social
validation samples, support
as well on theseEFA
as between connections.
and CFA fo
Originality/value – This paper studies a unique sample, massage and body therapists, and the “difficult
Practical implications– The model can bring about various practical implications for human resources processes of hotelsclient” stimulus has not
rangin
Originality/value– The study offers a model proposing a continuity of creative tourist experiences in different spaces. It also con
We
The extend
purposeemotional-labor
of the current studyresearch
wasby to developing
examine the a time-based
relationshipstheory of the
amongst effects of emotion regulation in emotional-labo
emotional
intelligence, emotional labor, work-family conflict, satisfaction with life, and psychological distress among a sample of employe
Emotional labor, the process of regulating both. feelings and expressions for organizational goals, is commonplace in the hospi
Reports
Several joban error in "Emotional
conditions intelligence
in the service and job performance:
sector organizations have been The importance to
hypothesized of be
emotion
linkedregulation and of
to experience emotional labor
stress due to thc
women,
Results showed that 1)Surface acting can positively predict exhaustion and depersonalization, while deep acting negatively“Soc
people of inferior color, children- lack a status shields against poorer treatment of their feeling (Hochshild, 1983). pre
At last, compared with teachers, sales employees tend to
The present study examined the process of emotional labor, operationalizeduse more surface acting in work.
as
Thissurface
study acting
reportsand
thedeep acting,
results of twoasresearch
performed by hotel
surveys, workers in big
conducted Sabah.
administrative entities and covering nearly 400 employ
The study also investigated two consequences of performing emotional
From the perspective of positive psychology, this study examines the relationship labor between emotional labor and job engageme
namely job satisfaction and emotional exhaustion. A survey questionnaire
The study used questionnaire survey research to examine
was used to collect data from a total of 137 front-line hotel employees. Tothe relationships among service training (ST), the frequency of conta
some
A extent,
survey ourflight
ofexamined
250 findings are consistent
attendants in servant
Taiwan with
waspast findings
undertaken ininthe west.
order to examine the relationships between unconsciousness, em
This study the impact of leadership on followers‟ wisdom
Results revealed that women engaged more in deep acting as compared todyads working in regional offices of a large internatio
development and indicated
emotionalthat labor. A fieldacting
sample andofdeep
176 leaders-member
men. Results also surface acting significantly
predicted employee outcomes in the proposed direction.
This article provides a quantitative review of the link of emotional labor (emotion–rule dissonance, surface acting, and deep ac
Emotional labor theory has conceptualized emotional display rules as shared norms governing the expression of emotions at w
Using experience-sampling methodology, we examined within-individual relationships among emotional labor, negative and po
In
The this study,study
present we examined the the
investigates relationship
relationshipbetween
betweenemotional labor and
the emotional burnout
labor as well
strategies as jobacting
surface satisfaction.
and deepBesides,
actingwe
andalso
orgae
and emotional exhaustion and that the relationship between surface acting and job performance is
Research limitations/implications– The paper contributes to the contingency perspective on transactional leadership and team indirect via employee affec
Originality/value– By examining both the moderating and mediating effects, the paper contributes to uncovering the black box
Emotional labor has been widely studied because of its association with emotional exhaustion. Individual differences in emotio
There is ample empirical evidence for negative effects of emotional labor (surface acting and deep acting) on workers' well-bei
With the increasing number of women in the workforce, there is a need to understand how the interrelationship between emo
Studied since the late 70s, emotional labor has received much attention especially in the service product context due to its pre
This survey study of 2201 employees from a large mobile phone company investigated how perceived organizational support (P
Education researchers have investigated the phenomenon of emotional labor of teaching. These researchers tend to assume th
Emotional labor is the regulation of emotional displays as part of a work role. To date, minimal research has considered how sp
An online survey was conducted on a national sample of United States professors to examine emotional labor and its relationsh
The purpose of the current chapter is to meta-analytically examine the nomological network around emotional labor. The resu
The aim of this study is to get an insight of the interpersonal process of emotional labor, and the role of positive emotions in th
The objective of this study was to investigate the mediating effects of emotional labor strategies on the relationships between
Black professional
This paper addresseswomen report that
the emotional theyofmust
labor transform
qualitative themselves
researchers to be
in the welcomed
social sciences,and
in accepted, especially
general, and in the
of doctoral workpl
students
research” in itself constitute a topic for a doctoral dissertation?
Emotional labor refers to effort, planning, and control required to display organizationally desired emotions during interperson
A large empirical body of literature suggests that teachers make a difference in the lives of students both academically (Pianta
In business life, emotional labor means the expected emotions those are to be exhibited by employees while they are serving.
Meta-analytic results from 63 independent studies (total N = 17,338) demonstrated that emotional labor (EL; the process by w
This chapter
acting addresses
positive how
emotions. Theemotional
differencelabor relates
between toscores
the effort;of
anexperienced
important mediator
and in the relationship between emotional lab
inexperienced teachers on the new scales can be taken as proof of their validity.
Previous research on emotional labor has typically been conducted at the individual level of analysis, despite the fact that man
Contemporary workplaces are increasingly marked by managerial efforts to harness and mould the emotional product of empl
In a multilevel study, we extend theory on emotional labor by examining both average levels and consistency in surface acting
The present study aims at investigating the effects of personality traits on employees’ preference of emotional labor strategies
Based on a study of 523 medical sales representatives, the present study investigates the relationships among employees' perc
As the coming of the service oriented society, employees should exert themselves to manage their emotions in the workplace
The
Withpresent study looks
the increasing at the
number of impact
womenofinemotional labor there
the workforce, (which
is consists
a need toofunderstand
two strategies,
howsurface acting and deep
the interrelationship acting, emo
between that
in burnout (emotional exhaustion and depersonalization). In a sample of 102 married, female Malay teachers, with at least one
Given the emotional nature of health care, patients and their families may express anger and mistreat their health care provide
Despite its strong theoretical relevance with emotional labor, employees’ ability to understand and regulate emotions (i.e., em
This article develops and tests a model of emotional labor in the hotel industry using affective event theory. A multiple-wave lo
Building on the theoretical foundations of conservation of resources theory, this research provides insights into the relationship
A growing body of literature has confirmed the deleterious effects of emotional labor on service employees. The study adds to
We introduce the concept of emotional labor variability, which captures individual differences in surface acting and deep actin
Emotional labor (EL) is the process by which employees manage their true feelings in order to express organizationally desired
Using survey data obtained from 206 frontline hotel employees (Study 1) and 111 employee–supervisor dyads (Study 2), we ex
Emotional labor has
Results-Emotional become an(Use
intelligence important topicdimension)
of Emotion in the studywas
of organizational behavior,
significantly and butcorrelated
positively no research hasjob
with examined how(r=.4
satisfaction it is
Conclusions-The
Practical implications– The study suggests that hospitality managers must find ways to elevate employees' EI level. Performanca
results of the present study may contribute to the better understanding of emotion-related parameters that
Originality/value– This study explored the under-researched subject of EL and its role within a hospitality industry context. The
This diary study among 75 Spanish dual earner couples investigates whether emotional labor performed by employees at work
This study examines the emotional labor process, operationalized as surface acting and deep acting, as performed by hotel em
In this research the authors investigate the relationship among emotional labor strategies, emotional exhaustion, and turnover
Drawing on participant observation at a women's plus-size clothing store, “Real Style,” this article draws on the unique experie
With the increasing importance of customer service in sustaining competitive advantage, one of the challenges before the orga
tion Quarterly
Practical implications– Work exhaustion is an occupational risk for EMS professionals. Individuals considering EMS as a career m
Originality/value– Prior research has not tested for the impact of emotional labor on work exhaustion for EMS professionals. Ev
This study examined the structural relationships among three different dimensions of workplace stressors (customer-related st
The aim of this study was to evaluate which variables of emotional labor dimensions have a significant effect in explaining the
Many occupations, including librarianship, require emotional labor, which can be defined as the awareness of the emotional ex
We experimentally
results examined
reveal that job relationships
enjoyment between positive
and organizational support display rules, personality,
has a positive influence onemotional labor,
deep acting andand subjective
expression of perform
naturall
relationship between job enjoyment and deep acting, as well as the negative relationshipbetween job enjoyment and surface a
The purpose of this paper is to investigate the effects of emotional labor strategies on job performance and organizational com
There has been little exploration of emotional labor in researching the learning of adults, and emotional labor on the part of re
The associations
At the same time,between neuroticism,designs
new organizational employees’ preference
are needed of emotional
to promote labor strategies,
and reinforce and job feedback
positive emotional were investigate
labor. Arguably, positive
A dual design for positive emotional labor and STS (and other negative emotional labor) prevention/intervention is provided he
Based on the assumption that profession introduces specific particularities in the ways employees regulate emotions at work, d
At the front line of library service, circulation librarians devote considerable efforts to performing "emotional labor", i.e., maint
As the number of hospitality interns in company hiring is gradually increased in the hospitality related industries, it is importan
This study examines
respondents. the emotional
Confirmatory labor process,
factor analysis operationalized
and structural equation as surface were
modeling actingconducted
and deep onacting, as performed
the data collected.by hotel
The em
results
In the society where service industry is the mainstream, Emotional Labor has become the primary work connotation for worke
The role of emotions has gained prominence in the last decade. With intense competition, customers are more interested in th
In this chapter, we reanalyze the conceptual map of emotional labor in order to provide a more nuanced understanding of the
Special attention has been paid lately to the emotional component of the job, especially concerning “people work” jobs, such a
The
The article
aim of by
theChih-Wei
researchHsieh, Kaifeng Yang,
is to understand and Kai-Jo
whether Fu bringsofnew
the accuracy insights
customer to an issue
detection that promises
of employee to havelabor
emotional greatstrategy
relevance
wo
of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Cu
Although many investigations on various occupations have been conducted to address the concept of emotional labor, the emp
Research
The studyon how organizations
is aimed at establishingmay improve
suitable service delivery
correlations amongst andtheconsequently
variables ofattract and retain
Emotional Labor. anTheincreasingly diverse custo
study is fundamental an
variables of Carry Home – Anger& Excitement; Emotional Variety – Emotional Suppression and Emotional Privacy – Positive Em
The exponential growth of the service economy has increased the attention that organizational researchers have paid to the co
The results of a surveyindicate
Conclusions-Findings of 1281that
Chinese school
programs forteachers support
nurses need a second-order
to be factor
created that will structure
help of emotional for
reduce expectations intelligence. It is
surface acting
Clinical
Findings– Relevance-This study has
The results showed thatimplications for human
POS has a positive resources
effect on deepmanagement in nursingit organizations.
acting. Furthermore, was found thatIfsurface
nursingacting
administra
has a
Originality/value– The current study broadened the conceptual work and laboratory studies in emotional labor by examining th
Does satisfaction from performing emotional labor (EL)—maintaining positive emotions with customers as part of the job—dep
Difficult customer interactions cause service employees to experience negative emotions and to engage in emotional labor. The
We investigated
Results: the differential
A structural relationships
equation model supportedbetween abusive supervision
the hypothesis that age wasand two emotional
related positively tolabor strategies
deep acting andused by subordi
negatively to
Conclusion: Implications were discussed in employee selection and employee well-being, particularly in the customer service c
Librarianship, like many occupations, requires emotional labor, which is an awareness of job requirements for emotional expre
One of the most indispensable and important elements of education is teachers whose personality closely affects training and
It is essential for organizations to understand and manage salespeople's emotions. By monitoring the effects of emotions on th
Most studies on internal marketing and customer-oriented behavior have not examined the correlation of these factors with em
We examined
Objectives: Thethe relationship
present between
study was emotional
designed laborthe
to examine strategy (ELS) andempathy,
links between job satisfaction (JS), labor
emotional and the moderating
(both effects ofacjo
surface anddeep
labor in the development of teacher burnout. It also confirmed that deep acting and negative mood induction mediate therela
Qualitative researchers who explore sensitive topics may expose themselves to emotional distress. Consequently, researchers a
The need to suppress emotion and sustain outward expressions in pediatric health care facilities can be overwhelming for emp
The field of entrepreneurship is actively unraveling the connections between entrepreneurs, their stakeholders, and their envir
The present
[Google research explores the relationship of emotional labor strategies (i.e., surface and deep acting) with emotional exha
Scholar]
), our literature provides little exploration of welcoming behavior. To fill this gap, we introduce the concept of emotional labor t
Emotional labor is the management of emotional displays that happens in the context of a work role. Past research has shown
Practical implications– Organizations may consider placing Muslim women in those roles in which there is lesser likelihood of c
Originality/value– The paper offers original empirical research on an under-explored topic and geographical area.
The
(deeppresent study proposed
and surface acting) onacustomer
moderating role of affectivity
behavioral intentions.inHowever,
the relationship
there isbetween modes
limited data of emotional
on the impact of labor and emotio
emotional labor s
of strategy (deep or surface) does significantly impact purchase decisions. In addition, the relationship between
This paper theoretically and empirically investigates the effects of different emotional labor strategies on frontline employee strategy and cr
p
both
due tothe
thenegative
impact influence
of employeeof surface
emotionalacting on strategic
labor extra rolechoices
performance and theattitudes.
on consumer positive influences
In general,of deep
prior acting on
research hasrole-pres
establis
research
the high-/low-energy dimension of emotion is more salient to the emotional labor performed by community moderators than l
gap, by empirically testing a theoretical model that proposes that the relationship between the employee emotional
moderators’
Emotions which emotional
are thedisplays
feelingsin response
that humanstoexperience,
those posts.think and manage personally emerge by means of social interactions
in
positive emotions and job satisfaction. Limitations process
one-to-one communication with patients in the of making their emotion exhibitions in conformity with the standard
and suggestions
for future studies have been discussed.
This study has investigated the emotional labor and it's effective factor's in Tehran West region hospitals , The sample consisted
This qualitative study examines emotion themes reflected in student evaluations from required diversity courses at a predomin
Drawing on conservation of resources theory, this research built and tested a multilevel moderated mediation model linking em
The present study is designed to investigate how emotional labor (EL) predicts both positive and negative aspects of service pe
The linkages among emotional labor strategies, emotional exhaustion and turnover intention were examined among the pharm
The emotional taxing nature of emotional labor at work has been increasingly recognized, but the effects of emotional labor at
The implementation of intern program is very important and beneficial for the hospitality industry. However, hotels often ask h
Emotional labor refers to the process of regulating both feelings and expressions in response to the display rules for promoting
To date, the majority of research on emotional labor has focused on outcomes that occur in the workplace. However, research
The purpose of this study is to understand the interrelationships among employees’ emotional labor, emotional dissonance, jo
Given the significance
Implications-The ofof
results emotional
this studylabor (EL) that
suggest for hospitality
many of the service firms, it among
relationships is highlyemotional
valuable to examine
labor the contextual
variables factor
vary as a functio
Originality/Value-This is the first study to directly compare emotional labor across samples from Eastern and Western cultures.
Although
pretendinghospitality employees’ service
and job engagement, sabotage
in that higher behavior
levels in service
of ethical encounters
leadership lessen theis not only, more seriously prevailed than gen
negative influence of pretense in emotive expression. This means that when employees must mask how they feel, ethical leade
Emotional exhaustion (EE) is the core component in the study of teacher burnout, with significant impact on teachers’ professi
In this 14-month ethnographic study, I examined the emotional labor and coping strategies of 114, level-4, neonatal intensive c
Current literature remains inconclusive regarding the adverse impact of emotional labor requirements on burnout. To address
Which employees tend to better perform with customers? We suggest a combination of individual differences; specifically, we
Teaching profession is one with the highest requirements regarding emotion labor. Even though previous studies (Sutton, 2004
Emotions play a critical role in teaching, especially in primary schools. Teachers have to manage their feelings in order to sustai
Frontline employees must deal on a daily basis with emotionally demanding customer interactions. Such interactions, when co
The purpose of thisThe
Originality/value– study was to
current extend
study will the
addliterature on conservation
to the growing of resources
body of research (COR) theory
on emotional labor (Hobfoll, 1989)the
by examining within
effecta of
scho
ch
In this diaryto
pretending study, we tested
be warm the possibility
and caring teachers.that dispositional
Implications reward and
are relevant punishment sensitivity, two central constructs of rein
for teacher
preparation, supervision,
Findings– Results show that enrichment, and retention.
surface acting is negatively related to and deep acting is positively related to frontline employee cr
Originality/value– This study extends
Practical implications– With the emergence the consequences of emotional
of service economy there labor to frontlineemphasis
is an increasing employeeoncreativity from a cognitive
the performance pe
of emotio
Originality/value– The literature is relatively silent on the relationship between POS and different forms of emotional labor. The
Emotional labor that requires workers to suppress their truly felt emotions and create a fake emotional display has negative co
This study investigated the extent to which job stress, emotional labor, and emotional intelligence predict turnover intention am
With increasing
This study competition
examined whetheramong hotels,
emotional managing
labor employees
strategies seems to
and the quality be important
of the issue
relationship in the
with delivering
managerservices to custome
(i.e., LMX) could
The sample was composed of 304 Israeli restaurant servers. The findings show that NA had a positive effect on tip size when en
The Asian American blogosphere has developed to encompass a variety of voices regularly providing readers with news items,
The purpose of this study is to identify the effects of deluxe hotel employees’ emotional intelligence on their emotional labor, a
The present study examines the impact of emotional labour on role related outcomes viz., organizational role stress in the serv
The aim of this
Results-The study is to
prevalence of analyze the relationships
dysmenorrhea among salesbetween
workersperson-job fit, organizational
and call center workers were commitment and emotional
43.0% and 61.1%, laborTh
respectively. st
Conclusions-Emotional labor
emotional labor. In the last wasthe
part, found to be
theory andassociated with dysmenorrhea in call center workers. Further studies to investiga
practical significance of the paper will be discussed.
In this chapter, we
Results-Among maledevelop andthere
workers, present
wasthe Multi-Perspective
a significant Multilevel
association betweenModel ofand
fatigue emotional labor in organizations.
both emotional This mode9
disharmony (OR=5.52,
Conclusion-These results indicate that fatigue is associated with emotional labor and, especially, emotional disharmony among
This article aims to establish a new process model to indicate the antecedents and consequences of emotional labor of nursing
The study of emotional labor in public administration has a strong foundation. Emotional labor scales have been operationalize
This
field study,
survey,literature
which is review
carriedresearch, intends
out with the to deal
sample with the(N=135)
individuals problem of conceptual
from ambiguity
various branches of a among
privateresearch on emotional
bank in Denizli. The da
correlation analysis. As a result of the analyses; there is a negative and important relationship between the task performance a
This article presents emotional labor in a library context and offers library managers strategies to minimize the negative effects
Preschool teachers interact with both children and adults every day; thus, they have to keep their emotions under control all th
In this the
reject study, basedmeasures
tangible on the analysis of existing
of teaching definitions
effectiveness andofinstead
emotional labor, operational definition of teachers' emotional labo
assert
their commitment to the learning process.
This series ofThe
Background: studies drew question
research on the expectation
investigatedstates
was:theory of status
Do female and socioemotional
Emergency behavior
Medical Services (EMS)and conservation
professionals of less
exert resourc
em
measured. Results: The results showed that while female EMS professionals had statistically significant lower surface acting an
Even though previous research has examined the consequences of emotional labor in general in software development project
challenging to perform.
to self-efficacy and turnover intention. Theoretical and practical implications
of the findings and future directions are discussed.
We explore the relationship between individual¡¯s social network position and emotional labor. Specifically, by presenting frien
Research
educationalonlevel
surface acting
or not. The(i.e., faking
study or suppressing
group emotions
of the research to meet
is composed bydisplay rules) and
321 teachers deep acting
randomly (i.e.,
selected attempting
from to expe
the schools loc
validity and reliability study. When analyzing each item individually; it is seen that teachers’ remarks are concluded as disagree
As
Thea purpose
result of of
globalization
this study isand changingthe
to examine consumer preferences,
relationship betweenthethenumber of shopping
emotional malls
labor level andhas increasedburnout
professional significantly in pe
of the re
negatively affecting the emotional burnout and depersonalization, but was significantly and positively affecting the sense of pe
We extend the literature on emotional labor by examining the differential effects of surface acting versus deep acting on near-
This study examines spillover effects of emotional labor from customer to coworker interactions using temporally lagged data f
Emotional labor (expressing emotions as part of one's job duties, as in “service with a smile”) can be beneficial for employees,
Three decades after its introduction as a concept, emotional labor—regulating emotions as part of the work role—is fully on th
Research on emotional labor focuses on how employees utilize 2 main regulation strategies—surface acting (i.e., faking one’s f
Emotional labor—the management of emotional displays as part of one's work role—has emerged as a growth area of study w
Daily emotional labor can impair psychological well-being, especially when emotions have to be displayed that are not truly fel
In
thethis commentary,
complex I first
dynamics demonstrate
behind Wikipedia’stheobserved
conceptual, methodological, and relational overlap between emotional labor and e
gender
gap.
Emotional labor has been described as a dynamic self-regulatory process that unfolds over the course of customer interactions
Popular discourse frames
Originality/value– Our study crowdfunding
is the first toasprovide
a way for
an those traditionally
empirical locked
test of how out of financing
employee opportunities
job satisfaction mediatestothe
leverage the co
relationship
Most public service jobs involve emotionally intense work demands. For this reason, the terms emotional intelligence and emo
This article explores the connections between white institutional spaces, emotional labor, and resistance by illuminating the sh
(Hochschild 1983) coined the term status shield to theorize men’s status-based protection from the emotional abuses of worki
This study attempted to scrutinize the multidimensional nature of teacher emotion. Three emotion-associated constructs, nam
Problem Statement: In the present educational perception, teachers are expected to fulfill many roles, such as becoming role m
This study investigates the effects of emotional display rules of an airline on the emotional labor strategies of flight attendants
This article explores equine-assisted social work (EASW). Horses’ capacities to mirror human emotions create possibilities for a
In the last three decades, emotional labor has been conceptualized as comprising three strategies, namely, surface acting, dee
Coaching
Findings– in
Thesports represents
results revealedan emotion-laden
that surface actingcontext. Many incidents
had a negative evoke disparate
effect, whereas emotions
deep acting had a among
positivecoaches
effect onduring prac
job satisf
Originality/value– The findings of this study contributed to the literature by identifying the relationship between surface and d
The meeting between service users and social workers is emotional, since it is centered on significant challenges and changes i
Given that the quality of the interpersonal interaction between customers and hospitality employees plays a critical role in cust
This research investigates emotional labor events in libraries. Twenty-three librarians kept work diaries for 5 days recording det
Currently, in China, improving the quality of teachers’ emotional labor has become an urgent need for most pre-kindergarten t
Emotional labor is essential to public service at the street level. And there is evidence that it contributes to job satisfaction. But
In this study the authors borrow the concept of anasakti (non-attachment) and asakti (attachment) from the Indian philosophy
Children
youth with have increasingly
EBDs, this studybeen called for
examines, upon thetofiparticipate
rst time, the in relationship
the planningbetween
of their communities,
two especially in projects associate
classroom-based phenomena:
In view of the teachers’ emotional
professional labor and therapeutic
characteristics, teachers arealliance
rated as high emotional workers. By reviewing the literatures
studies about teachers’ emotional labor tentatively.
In modern age, positive psychological capital is as important as financial capital for organizational development and sustainabil
labor is analysized under three components: surface acting, deep acting and naturally felt emotions. This study is aimed to inve
This
This study
study, explores
literaturethe process
review of emotional
research, intendslabor in with
to deal a profession
the problemin need of examination
of conceptual – that among
ambiguity of journalism.
research During one-on-o
on emotional
performing emotional
Emotional labor labor, deep
is a significant acting and
component of surface
jobs that acting areeither
require highlyface-to-face
related to OCB and CWB, respectively.
or voice-to-voice interactionsWhile
withpositive
clients.emTh
acting and job satisfaction, a weak negative relation was found between deep acting and the
RESULTS: Nurses included in the study were determined to have low emotional labor behavior and burnout levels in general. intention to quit. No relation wasIn
CONCLUSION:
Work exhaustion As of
a result of the study,
information it was(IT)
technology concluded that emotional
professionals is a seriouslabor behaviors
concern. are related
This study offersto their burnout
a unique levels.on IT
perspective
emotional
improving thedemeanors
quality ofin practical
the workplace.
education Theandfindings suggest environment
the practice that the perception
and of display rules influences conflict manageme
to contribute to the improvement of nursing education.
This study aimed to identify the emotional labor levels of nurse academicians and was conducted with 152 nurse academicians
This paper discusses the trend of the emotional labor research object from the external customers to the internal customers o
This study examined the association between emotional labor and organizational citizenship behavior (OCB) and the mediation
The concept of emotional intelligence (EI) has attracted substantial interest in the popular and organizational psychology literat
Today many company are aware of the importance of emotional labor and they try to create profit through emotional labor. Th
We examined
Based the influence
on the perspective of of personnel
service employeesofficials' emotional labor
psychological onthis
capital, teachers'
study perceptions of personnel
adopts questionnaire officials'
survey, with emotional
every 218 em di
plays
labor the moderating
on the role between
basis thereof. In addition, deep acting and
it attempts tothe
lookcounterproductive
for work behavior. This study provides valuable theoreti
positive
of serviceaspects
provider of the results
hostility was ofnegatively
emotionalrelatedlabor. with customer
evaluations of service quality.
In this study, the participants comprised 385 preschool teachers. The relationship among their emotional labor, Job Involvemen
effect on the
developed in relationship
order to improve between emotionalsupport,
psychological labor and Job Involvement
manage emotional in preschool teachers.
intelligence and reduce emotional labor among psychological nurses.
The rise of the service sector has contributed to the growth of research attention and effort devoted to emotional labor. Since
Based on the Task-Relationship-Self (T-R-S) framework of service behaviors, we examined whether service sweethearting beha
A central
The purposefocus of emotional
of this paper waslabor research
to inquire howis policy-strength
on the frontlineand service workers
social sharingand empiricalmoderate
of emotion research the
on managers
relationshiphasbetween
so far b
showed
effects ofthat
thesurface
exposure acting is a more
to verbal abusesignificant
on emotionalpredictor
laborofand
customer-directed
clinical practice sabotage
stress. behaviors than deep acting. Moreove
212 nursing
across students, who
two restaurants were juniors(India).
in Ahmedabad and seniors performing
Restaurants in Indiaclinical practice in training
lack formalized Seoul, participated
programs oninemotional
this study labor.
and theThedata
st
based training for employees on emotional labor and managing stress to control high attrition and enhance job satisfaction.
This article examines the connections between systemic racism, racial framing, and police violence. While media saturation of
The aim of this study is to show the relation between emotional labor, job burnout and intention to turnover of travel agency w
Based
Uludagon a continuing
University program
Faculty of research,
of Education this paper
in different reveals several
departments. organizational
The research resultsmeasures
showed thatneeded if emotional
the teacher labor isdisp
candidates to
and academic achievement (p<.01) of the teacher candidates.
Findings– Whereas employees using deep acting were found to be less emotionally exhausted and more affectively committed
Originality/value– This study makes distinct contributions to the literature by proposing emotional labor as the key antecedent
In this study we examined the relationship between two interpersonal constructs, emotional labor and political skill, finding th
ehavior, J. Organiz. Behav
Although the effect of regulatory focus on creativity in laboratory studies is well-documented, the mechanism that explains tha
Dominant
This study professional
determines the ideology
effectsdictates that lawyers
of organizational behave professionally
citizenship behavior on the toward clientslabor
emotional by using logical, rational
by depending on thereasoning
theory tha a
superficial entreating phase of emotional labor. While employees are harmonizing their real feelings which appear in the phase
In this study we employ two distinct lenses of emotional labor—EL as occupational requirements and EL as intrapsychic proces
CSCW researchers have become interested in crowd work as a new form of collaborative engagement, that is, as a new way in
Although absenteeism has been identified in theoretical models as a key long-term consequence of emotional labor, few studie
This study investigated the relationship among affectivity, emotional labor strategies, and emotional exhaustion, and the mode
The main objective of this research is to study the effect of personality, emotional intelligence (EI), affectivity, emotional labor
This study examined the effect of organizational justice perception on service employees' positive psychological capital and the
How service employees
Conscientiousness act and speak
was significantly with to
related customers is an important
general work engagement, partvigor
of service quality, soAgreeableness
and dedication. customer orientation (CO) and
and neuroticism
functioning.
This article describes a study conducted collaboratively with 19 special educators to learn about their emotional practice throu
This study examines the determinants of emotional laborers’—social workers in health care organizations—job satisfaction and
This study examines the perplexing relationship between emotional labor and job satisfaction in the public service arena and in
Previous studies have shown that the success of airlines depends heavily on the quality of in-flight services provided by flight a
Expanding from the customer-service perspective, the present research investigated emotional labor, defined as “service with
Members
Results: Theof expression
worker cooperatives—organizations
of positive emotion (EPE)collectively owned and
and the suppression ofdemocratically
negative emotion run(SNE)
by their workers—report
were substanti
found to positively affec
Conclusions/Implications for Practice: It has become an increasingly popular practice for hospital organizations
Practical implications-This study provides a practical implication for managers to understand the importance of customer partic to work to prom
Originality/value-The present study is the first to link employees’ perceived customer participation with their attempts at emoti
While the similarities between emotion regulation (Gross in J Personal Soc Psychol 74:224–237, 1998a) and emotional labor (H
The purpose of this study is to provide preliminary insights into the relationships between self-monitoring, emotional expressiv
Passage of the Affordable Care Act (ACA) in the US increases demand for nurses and brings health care into the public sphere w
The study used web-based simulated hospitality scenarios to examine cultural differences in emotional cognition of facial expr
We examined the effects of salespersons' emotional labor strategies on adaptive selling behavior and individual job performan
The recent growth of service industries as well as the rise of e-commerce has increased the number of online customer service
This research examined and compared the emotional labor in two distinctive cultures (South Korea and Japan), both based on
Originality/value
Consistent
Objectives:with the main
To explore thetenet of the of
correlation job-demands and resources
emotional labor, turnover theory, it was
intention, found job
burnout, thatinvolvement,
surface acting reduces engagemen
organizational commitm
correlation coefficient and Simple regression analysis. Findings: Resilience of nurses was positively correlated
item discrimination was found acceptable for each item. School administrators were found to display deep acting at the highes with job involvem
followed
together. respectively
During their by genuine
daily and surface
interactions acting.
with one No significant
another, conflicts difference
emerge due wasto found
their based on the demographic variables.
diverse personalities
offer insights and personal
for understanding thedifferences. However, they
rhetorical production are somehow
of affective required to work together and along with that, are
binds within
institutional contexts.
Two studies examined whether employees’ emotional labor as perceived by customers, moderates the relationship between c
Research on emotional labor has shown that workers who are required to feign emotions are more likely to suffer ill effects tha
Nowadays,
The purposephysical
of this and intellectual
research labor can
is to examine twobedimensions
substitutedofbyemotional
robotics and
labor information
(jobfocused technology. However,
and employee emotional
focused emotional labo
la
hospitality industry. More specifically, the study investigated whether employee-focused emotional labor contributed uniquely
From the seclusion of monastic life to the noise of Silicon Valley, the ancient practice of mindfulness has ‘come out of the cloist
This ethnographic
Negative emotionsstudy examines
associated withthe
foodimportance
provisioningof context
were alsoin heightened
the emotional by labor of restaurantWomen
LFS engagement. servers.reported
While the emotional
that LFS enga
Originality/value-This research helps fill a gap in existing literature and encourages agrifood scholars and LFS proponents to ack
When service providers regulate their moods and expressions (i.e., deep acting and surface acting), are they better performers
blic Administration,
customer Public Policy, and
orientation andGovernance,
perceived service quality while perceived surface acting was negatively associated with perceived cu
practice are discussed.
strategies. Implications for teaching and teacher education are put
forward.
Emotional labor refers
work (i.e., surface to and
acting workers'
deepmanagement
acting), but the of effects
their emotions according
of emotional laborto atorganizational
work on feeling and emotion display rule
employees’ emotional labor at home and their family members’ family quality have not yet been explored. Drawing on work-fa
Entreprenurial passion has been of great interest to scholars due to its impact on several key outcomes for entreprenurs, despi
It has been established that emotional labor competencies are an asset to competitiveness in the hospitality industry. Although
While a growing body of research has examined the types of organizational stressors encountered by individuals and their allie
This research examines how the implications of emotional labor can transfer from customer encounters to coworker interactio
Using emotional labor and conservation of resources (COR) theory, this diary study aims to gain insight into the role of daily str
The aim of this study was to explore how sport medicine and science practitioners manage their emotions through emotional l
This study was designed to examine the moderating roles of perceived supervisor, coworker, and organizational support in the
This article explores the mentorship of low-income young men of color by examining amateur boxing coaches and the training
Grounded upon the conservation of resources theory, this study sought to examine the relationships between the three emoti
Little evidence links emotional labor to either psychological or physical health. This study determined whether the two types o
This researchscores
Results-The explores determinants
on “emotional of turnover
demanding andintention
regulation of social workers.
(p < 0.001),” Retention
“overload ofconflict
and social workers is critical
in customer in the
service social w
(p = 0.005
Conclusions-This study found that the toll collectors engaged in a high level of emotional labor. Additionally, there was a signifi
The current study examines the influence of the emotional labor of call center workers on their dealing with senior customers
This study aims to explore the effects of teachers’ psychological capital competencies on their emotional labor competencies b
Following Grandey's integrative model of emotional labor, this study examined the relationships between teachers' emotional
Conference environments enable diverse roles for academics. However, conferences are hardly entered into by participants as
The
The paid provision
purpose of thisofstudy
care was
for dying persons whether
to determine and theirafamilies
high level blends commodified
of hospitality emotion
skill among workcabin
airline and attachments
crews could to twocusto
affect ofte
To develop a model, a questionnaire survey was administered to 413 personnel of an Asian airline. The collected data were the
Although emotional labor gains considerable interest in research and practice, current hospitality management literature has n
n this article, the concept of emotional labor is used to capture dilemmas of critical ethnographic research. We frame our expe
Implications: Practically, coaches should use deep acting and genuine expressions and avoid surface acting for the benefit of bo
This study investigates person–job (P–J) fit and person–organization (P–O) fit perceptions and relates these perceptions to emp
Emotional labor iswas
path coefficients compared between
not significant. hotel workers
Significant in the
7 paths were Philippines and Australia based on idiocentrism and allocentrism di
found through the analysis.
We investigate in this paper the bodily performances at the heart of servicescapes. The concept of emotional labor developed
The current work adopts an interdisciplinary perspective, integrating the services management literature on co-creation of valu
The purpose of this study is to observe conceptualize emotional labor with antecedents and consequences. As part of service j
This study focused on frontline employees from 4 hotels in a certain hotel group, researching with a questionnaire survey. It ex
In today`s globalized business environments the road to survival and success is through customer satisfaction. Particularly for t
Metaphors
Results: As aare usedofa the
result great dealfollowing
study, in theorymain
but are not always
themes fully explained.
were determined Thisonpaper
based expands
definitions on the
made carnival
by the metaphor
oncology nurses:use
e
Conclusions-Implications: Emotional labor is instrumental in facilitating interpersonal relationships and maintaining
This study explores the relationship between emotional labor and mental health and the mediate effect of emotional exhaustio care and is
acting and automatic acting negatively correlate with emotional exhaustion and have positive effect on mental health respectiv
More attention is being given to the provision of public services that emphasizes the importance of compassion and caring in s
The purpose
of deep actingofon
this study wasexhaustion.
emotional to examineFurther,
the relationships
this study among emotional
has theoretical andintelligence, two forms of emotional labor (i.e. su
practical implications.of emotions.
genuine expressions
Conclusion: The emotional labour scale was found to be a valid and reliable measure.
Mindfulness has received
climate, proactive considerable
personality, attention
and prosocial over the
motivation didpast
notfew
haveyears in prior psychology literature. However, the role of mi
moderating
effects. Conclusion and implications were provided.
As the field of school psychology faces critical shortages, investigations of work factors affecting job satisfaction and burnout ar
We investigated the relationship of emotional labor to perceived team support, extra-role behaviors, and turnover intentions. O
Originality/value
Using a dyadic sample, this study suggests that the dimensions of EI and emotional labor strategies influence customer’s perce
Medical education faces challenges concerning job burnout and emotional labor among junior physicians, which poses a poten
Although past research has examined the link between emotional labor and turnover in organizational contexts, relatively little
Originality/value
This study has provided deeper theoretical insights into customer misbehaviors and their effects on employee role stress, emo
Conclusion
It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce s
The main customer
between purpose of this research
misbehavior andis surface
to studyacting
the impact
in theof personality
context of on job burnout among educators. Additionally the role
China is less than it in the context of other countries.
Specific considerations have been provided to the emotional elements of job especially concerning the people who are workin
In the distribution service industry, sales people often experience multiple occupational stressors such as excessive emotional
Originality/value
Compared with most studies, more direct factors of emotional labor were assessed to detect positive effects in this study. Mor
Emotional labor is used as an instrument in order to accomplish elements such as employee performance, good image formati
Librarians' liminal (intermediate) position within academia situates us to make unique contributions to digital humanities (DH).
The
Prioraim of thissuggested
research research isengaging
to investigate the teachers’
in emotional emotional
labor for financiallabour
gain isbehaviours and to determine
generally dissatisfying and is the reasonswith
associated of the differe
negative
exhaustion and job satisfaction. We discuss the differential moderating effects of financial and nonfinancial rewards on the rela
The peer-to-peer nature of the sharing economy encourages participants to alter their behavior in ways that resemble traditio
This study examines the total moderation role that psychological capital plays in the integrative emotional labor model in which
This diary study examines the psychological processes that contribute to daily recovery from emotional labor by combining em
Conclusions
These data extend research on professional practice in SMS and emotional labor in three ways: (a) providing a novel theoretica
The aim of this paper is to explore the relationship between human resource management practices and the consequences for
Conclusions
A significant result was found for depressive symptoms related to Emotional disharmony, which is a sub-topic of emotional lab
The purpose of the present study was to examine the relationship between women leadership and teachers’ emotional labor i
Male professional ‘freesurfers’ are paid to live an aspirational lifestyle and communicate this through their digital media work.
Neoliberal practices
both teachers' embedded
burnout levels andin teachers’
academialevels
have transformed
of educationthe universityaffected
differentially into a service industry.
the use Throughemotional
of the specific this lens, this
laborrevi
te
conclusion of this study is that various variables can influence teachers’ use of techniques associated with emotional labor. Cha
Based on the trickle-down model, the present study simultaneously examined how transformational leadership and abusive su
This study examined the flirtation phenomenon in hospitality services, particularly whether flirting displays comprise an expres
Emotion
labor, its management in the workplace
effects on employees is drawingofincreasing
and the possibility training attention from researchers. However, they still know little about h
employees
Conclusion who might need to perform such labor
The pediatric oncology providers in our study held a highly favorable opinion about their institution's PPCS and agreed that ear
Conclusion
The results of this study suggest that as a way to reduce burnout, institutional support to enhance leader–member exchange s
Research on language teacher agency and language teacher emotions has demonstrated that both are central components of
s. It is performed through surface acting, deep acting, or the expression of genuine emotion. Emotional labor may facilitate task effectiven
ped a measure of emotional labor in a sample of workers employed in an occupation requiring a high degree of emotional labo
the labor process within the service sector is fundamentally different from that of the manufacturing sector because the incorpo
y of appropriate emotional display, attentiveness to required display rules, variety of emotions to be displayed, and emotional dissonance g
y, reviews Jennifer L. Pierce's Gender Trials: Emotional Lives in Contemporary Law Firms. Pierce, who is Assistant Professor of Sociology at t
to have a significant effect on the gendered hierarchies of law firms. For those hierarchies to change, those who want a different structure
ements. This article explores the concept in professional organizations, examining the psychotherapeutic discourse of objectivity, neutralit
n these activities than men. Teaching and service clearly involve substantial amounts of emotional labor, but this labor is generally not see
me in these activities. Although research and administration also involve emotional labor, their emotional aspects are largely ignored, while
nvest energy, time, and money into creating a uniform mentality through
even frontline workers at a Canadian youth shelter, this article explores the concept of emotional labor by workers who struggle with their
es. Specifically, the construct of emotional labor was examined as to its effect on job satisfaction, emotional exhaustion, and organizational
icating with NICU parents. This is original exploratory research. Besides the medical duties that are required of nurses, they provide emotio
ple, it also yields ample latent demand for personal service for expatriates, who frequently need to travel across national boundaries. To th
er identification with the organization; (2) lower job involvement; and (3) lower
rceived emotional labor differed depending on the nature of the emotional labor. The findings are discussed in terms of implications of em
emotional labor. Phase 1 of this project generated items for an exploratory questionnaire to which a broad sample of service workers respo
ation, this article demonstrates the centrality of emotion in the organizing process. The case study method combines observation at a 911
motional labor literature has shown that there are important negative personal consequences associated with emotional work requirement
d experience of emotions in organizations. Although this concept holds great promise for the study of organizational communication, the cu
atisfaction, task stress and performance. Another objective was to investigate whether individuals differ in their responses to working in an
healthcare system. The importance
ng theory and empirical research, (b) a reliable measure useable in the measurement o f emotional labor, and (c) initial validation of the m
of exercise and the marketing of lifestyle consumption, has made possible the emergence and rapid growth of health and fitness services.
why emotional labor may or may not result in burnout. A model is developed that proposes that workers attempt to cope with role deman
ls employed in both consumer- and commercial-oriented law firms. Consumer-oriented law refers to specialties that deal primarily with the
ymptoms multiple
oderated among Korean industrial
regression (MMR) service employees.toMETHODS:
were employed The
examine the case group
proposed consisted
model, as wellofas331
to employees who wereItperforming
test the hypotheses. was found emoti
that b
es, but genuine acting leads to negative work outcomes. The results provide support for prior qualitative studies. Further, deep acting plays
as a number of consequences for service staff members. The project reported here investigates this idea in the public house sector of the U
tion model of emotional labor. Eighteen customer service employees from a call center recorded data on pocket computers every 2 hr at wo
oncepts from control theory models of behavioral self-regulation. Emotional labor is characterized as involving a discrepancy monitoring an
. Organizations impose display rules to meet at least three objectives: please customers, maintain internal harmony, and promote employe
rceived display rule demands, commitment to display rules, positive and negative affectivity, perceived organizational support, and three se
nceptualization and operationalization. This study designed a conceptually grounded, psychometrically sound instrument to measure emoti
eedattention
as the reason thatyears,
in recent women's
withwages lag men's.
most studies But this begs
concentrating onthe question:
stress, What
burnout, is it aboutorwomen's
satisfaction, jobs that
other affective causes them
outcomes. to payextend
This study less? W
labor demands are associated with lower wage rates for jobs low in cognitive demands and with higher wage rates for jobs high in cognitiv
ell as affective and behavioral consequences. Full time employees who had at least five years of work experience completed two separate s
practical knowledge has already been explored in science education research. However, the significance of emotion metaphors and the co
ttempts to determine
n 87 year-old which
retail chain individual
with over 200and organizational
stores centralizedvariables play moderating
in the Southeastern roles
United in these
States. relationships.
A sample One hundred
of 210 usable employee and seventy-sh
responses
ngs for the moderating influence of emotional intelligence on the relationship between various emotional labor performance efforts and o
1983),
s levelsemployees experience
of gendering emotional
in emotional labor when
interactions. theirindicate
Findings organization dictates
that there werehow they are
no main to feel
effects for and
levelexpress emotions
of gendering in return for a wa
as operationalized b
abor, emotional intelligence, burnout and the service experience. The ability of the service provider to deal with the inherent stresses and
y felt emotions is distinct from surface acting and deep acting as a method of displaying organizationally desired emotions. The second pur
eview the research on emotional labor and acting methods. We also discuss the value of learning about emotional labor and acting method
n for emotional display rules to affect behavior at work. Results using structural equation modeling revealed that display rule commitment
ntributing to a current state of theoretical disorientation. The purpose of this chapter is to clarify the nature of the construct and specify a m
erlust, an outdoor adventure trip provider. Three of the guide responsibilities involved emotion work: ensuring safety, generating fun, and e
scientifically rigorous studies designed to examine its roles in the workplace. Following the exploratory evidence provided by a recent stud
re great, and competition is fierce. Success as a model requires the careful management of bodily capital and the performance of emotiona
ep acting, trying to actually feel required emotions; (c) they also frequently felt Emotional consonance. The significant relationships that Su
(Gross, 1998) and affective events theory (Weiss & Cropanzano, 1996) to explain why injustice extended toward others (coworker-directed
tation of policies that will ameliorate this aspect of early intervention work.
rs in improving the level of satisfaction for the treatment and services received by patients. Often, the clinical laboratory's sole representati
is due to research that supports a direct relationship between emotional intelligence and positil·e organi::. ational belutl'iors. Hmt·e1·er. lil
rs' assessments of service encounters. Drawing on emotional contagion and emotional labor theories, they investigate the influence of the
dy examined the effects of customer interactional justice on EL perceived by both the self and others. Participants played the role of custom
tional labor scale, HELS) for assessing employees’ perception of emotional labor in hospitality organizations. Three studies were conducted
authors hypothesized that the influence of negative emotions on affective delivery would be lessened by regulation strategies for supervis
ceptions of affective delivery. Finally, the influence of surface acting strategies on these processes as well as correlations with individual diff
eethat employers
structured emotional
opportunities forlabor expectations
employees of their from
to decompress employees will havedemanding
the emotional more effective interactions
aspects with clients, better int
of their jobs.
tion, while emotional labor has been studied with individuals in the service sector, it has been rarely examined among individuals whose job
d deepacting
ether there is a(making an effort
blind spot to feel emotions
in employee thatappraisals
performance are required
thatinprevents
interpersonal interactions)
rewarding the mostineffective
a sampleworkers.
ofserviceEmotional
workers. labor—work
Surface actin
ormance of emotion work at only a perfunctory level or lower. The lack of acknowledgement renders such labor invisible and contributes t
dants working in a multi-cultural setting. There appears to be cultural variations in how workers perform emotional labor, notably in the ext
motional laborthrough
k Scale (EWS) strategies
theperformed
assessmentbyofservice employees properties
its psychometric to a numberin of relevantofantecedents
a sample as well
young workers. as to
Factor a variety
analysis andoftest–retest
customer outcome
reliability
51 for deep acting during a mean interval of 3 months. Emotional labor can be quantitatively measured among young workers using the de
, had better effect on later performance and self authenticity. Combined Muraven, Tice & Boumeister(1998)'s dual-task paradigm and Gros
hinsky, 2000). One particular area of workplace emotions research deals with emotional labor, or the regulation of emotions as part of the
abor (surface acting and deep acting) and employee positive affective delivery (EPAD). Data were collected from a sample of 303 first line e
or further studies.
w individual
ed factors moderate
insider-instigated the
aggression, impact
and of emotional
has been limited tolabor strategies
employees on employee
in emotional well-being.
labor jobs (e.g.,Hierarchical
social work regression analyses
and customer indicated
services). The a
f U.S. employees who have customer contact (n 121), the authors find that verbal abuse from outsiders (1) occurs more frequently than in
d emotional job demands during a working day of 65 Dutch (military) police officers, using a 5-day diary design. We hypothesized that emo
w workers balance the needs of the job with those of the self. Drawing on data collected through participant observation and from in-dept
e how it both hurts and enhances employees. But then I ran into a crisis of representation. How can I tell their stories when I haven't formu
ts attention: the psychological process that public employees undergo to deliver emotional labor. While significant evidence suggests that w
cilitate thinking, and balanced linear/nonlinear thinking is associated with overall emotional intelligence. Emotional labor interacted with b
borleaders
er”, strategies (surface
would andbydeep
benefit acting) their
expressing in theemotions
lodging industry. Variety, duration,
in the workplace. and expressive
Emotionally positive display
leadersrules
areare
more significant predictors
charismatic and areofbett
hot
ers perform emotional labor; thus the propositions are original.
vice workers' emotional labor (surface acting). Results from a study conducted on 152 bank tellers in Germany showed that customers are e
and its effects on teacher burnout and satisfaction. Four major findings were drawn: (a) of the three dimensions of emotional labor, Chines
n emotional labor strategies. We examined 2 variables, emotional intelligence and negative affectivity, as proxies for emotional resources. L
i.e., surface and deep acting) and other-focused (i.e., emotional enhancement and relationship management) job-related emotional labor
es such as pain, agony, or suffering. Based on an ethnographic investigation of profes sional wrestling participants, this study analyzes the b
emotional labor research to inform how social and medical scientists think about health care and how examining healthcare contexts has
study was to investigate how emotive dissonance, emotive effort, and communication symmetry influenced teachers' intent to leave. Seve
r intention in call center workers who perform emotional labor using telephone without direct confronting with clients. I empirically show t
e global service economy continues to grow. Emotional labor requires more than just acting friendly and being helpful to customers; the wo
rvice occupations and industries generally perceive the role of emotion in service encounters – how do they view ‘doing emotion’? Specific
sites through the demonstration of emotions designated to be appropriate by the employing organization. While the performance of emo
tention in call center tole-communicators who perform emotional labor using telephone without direct confronting with clients. This study
out on customer-oriented selling behavior of salesperson by literature review and to examine the effect variables on customer-oriented sel
he ways in which proximate structures, as well as diffuse status characteristics, affect the performance of emotional labor. This chapter reco
gIt for
argues that
social the conflicting
justice requirements
in a foundations of societal
course cannot andthe
ignore jobemotional
contexts may
laborrequire one toCritical
of teachers. violateconcepts
one's societal
such as norms to fulfill
ideology, job require
hegemony and
grounds for dominance and control of teachers’ emotional lives. Recovering the emotional world of teachers thus serves as a counter-disco
s in two studies, we examined how the emotional labor of hotel employees in hospitality industry was associated with affective and behav
allenges to the job performance of the workers in Nigerian tertiary institutions. To succeed and prosper, these institutions need highly moti
pposed to use two different ways to regulate the expressions of emotions required from display rules (Ekman, 1973): deep acting is to mod
d testing a theoretical model of the effects of employee emotional labor on customer outcomes. Dyadic survey data from 285 service inter
eous associations between emotional labor and affective reactions, and (b) whether emotional labor might be more personally costly for s
n accordance with organizationally defined rules and guidelines. Hochschild's (1983) The Managed Heart introduced this concept and inspi
model of leader emotional displays. Three categories of leader emotional displays are identified: surface acting, deep acting and genuine e
ting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers.
tional labor is impacted by injustice extended toward coworkers by their customers. Pairs of participants worked side by side as customer-se
ing rules, and social structure. American Journal of Sociology, 85(3), 551–575, Hochschild, A. R. (1983). The managed heart: The commerci
n 2 emotional
map the temporallabor outcomes:
ordering job satisfaction
of these relationships,and jobthus
and performance.
to determineA sample of 2 retail
if emotional service firms
enhancement is a(n = 338)
job resourcesupported
or response thetomodera
positive
ther-focused emotional labor largely has been neglected in previous research. In addition, it is the first to differentiate workers' emotional
eadership? Wheretowould
trategies related one find
work family affective leadership
interference. Based oninourpractice?
results,To
theaddress theseacting
use of deep questions, thebeworkdays
should promoted of in
civil servants because
workplace are examined
it rela
of work family interference, our study is among the first attempt to examine family-to-work interference as the antecedent of emotional la
abor strategies at work among 486 Chinese employees. Hierarchical regression analyses showed that negative affectivity was a significant c
tto measure emotional labor among teachers (Teacher Emotional Labor Scale, TELS)with an emphasis on the emotion regulation strategies
onsumer-based mental
xhaustion, and the health services
relationship betweenhelp others through
emotional their
labor and use of autobiographical
emotional exhaustion. Theexperiences. These
research results providers
indicate that:thus routinely
1) while perfo
the degree
dants’ perception
e of emotional of emotional
labor exhaustion
and affective is only
leadership medium;
to local 2) female
government. flight attendants’
Second, we ask whatemotional labor
the authors mayhashave
a significant
missed inpositive correlation
their presentation
for the proper consideration of these skills in local government.
l foundation in order to examine the emotional labor of nurses working in prisons in England and Wales. Phase 1 of the study involved sem
as a consequence of four key relationships: the relationship with the prisoner patient, the relationship with officer colleagues, and the relati
signed to explore the relationships between human resource management practices and the consequences of emotional labor of service a
requences
and their of emotional labor
relationships to theisemotional
diverse in exhaustion,
the analysis depersonalization,
result. Regarding the result of
personal emotional labor,and
accomplishments, alienation hypothesis
job satisfaction and facial feedb
consequences of e
epersonalization. No support was revealed for higher levels of emotive dissonance being indicative of lower levels of job satisfaction; and h
hat emotional labor plays a pivotal role during performance feedback exchanges between supervisors and subordinates. We suggest that th
effect on personal accomplishment. Second personal accomplishment functions as a mediator in the effect of surface acting on depersonal
scess. We integrate
become research
an increasingly on socioemotional
prevalent and importantselectivity
workplacetheory and emotional
stressor. laborrelatively
Unfortunately, to develop hypotheses
little concerning
research has examined thetherelationships
effects of c
d negatively related to customer service performance. In addition, both proposed models were supported. Theoretical and practical implica
ance. Although the link between emotional labor, strain, and performance has been well documented in cross-sectional field studies, not m
ficantly rates significantly higher than other occupations. This is not surprising considering the inherent dangers and challenges police face i
rface to explore how emotional experiences in both the work and the family domain relate to the experience of work–family conflict and w
ployee
ween theemotional labor—either
job design in the formderive
and EL perspectives of “bad faith”
from surface
focusing onacting (suppressing
different or faking expressions)
types of interactions or “good
with the public. The faith”
publicdeep acting
is a very (mo
broad
es, receptionists). Clearly these interactions are designed and experienced differently. By using specific dimensions of service
erstand the relationship between EI and job performance: emotion regulation and emotional labor. First, we emphasize the value of disting behaviors (Bo
ated by stronger EI criterion validity findings for high emotional labor jobs.
xamined the role of age on the selection of emotional labor strategies, and how the latter mediated the association between age / gender
support
well on theseEFA
and CFA forWetheused
M&Bquestionnaires
sample. Two to survey
types 314 customer
of surface contact
acting could be employees. Webasic
distinguished, found that customer
surface mood
acting (BSA) anddid aff
chall
difficult client” stimulus
urces processes of hotelshas not been
ranging fromformally tested
selection in prior EL scale work.
to training.
es in different spaces. It also constitutes an effort to question the requirement of emotional labor from hospitality employees.
on regulation in emotional-labor performance. Drawing on Gross's (1998a) process model, we argue that antecedent- and response-focuse
ess among a sample of employees working in three public sector organizations in Pakistan. After establishing the psychometric properties o
s, is commonplace in the hospitality industry. Past research has' constantly provided empirical evidence that emotional labor can have pos
egulation and of
o experience emotional labor
stress due context"
to the by Daniel
performance of A. Newman,
emotional Dana
labor L. Joseph
and, and results
ultimately CarolyninMacCann (IndustrialPeople
health outcomes. and Organizational Psycholo
in the lower status ca
r feeling (Hochshild, 1983). “Social Distribution” of jobs leads to certain sub-groups of workers to assume emotional labor. The
while deep acting negatively predict all three components of burnout; 2)Employees with higher job commitment tend to use more deep ac performance
and covering nearly 400 employees. It confirms some of the previous findings, showing that – generally – emotional dissonance affects neg
otional labor and job engagement. Results of the 258 sample survey showed emotional labor has a certain prediction on job engagement: t
ing (ST), the frequency of contacting difficult customers (FQ), emotional labor (EL) and positive affective delivery (PAD) using a sample of 1
ps between unconsciousness, emotional labor and service quality using the structural equation model (SEM). Results suggest that unconsci
onal offices of a large international charity and humanitarian organization completed the servant Leadership Questionnaire, The Emotiona
nce, surface acting, and deep acting) with well-being and performance outcomes. The meta-analysis is based on 494 individual correlations
the expression of emotions at work. Using a sample of registered nurses working in different units of a hospital system, we provided the fir
motional labor, negative and positive affective states, and work withdrawal, as well as the moderating role of gender. Fifty-eight bus driver
bacting
satisfaction.
and deepBesides,
actingwe
andalso explored whether
organizational psychological
outcomes, capital
specifically, (PsyCap)
employees' moderated
overall the emotional
job performance and labor-burnout or job satisfaction
turnover. Call center employees
ce is indirect via employee affective delivery. Deep acting was not linked to these outcomes. Theoretical and practical implications
nsactional leadership and team innovativeness by identifying emotional labor as an important moderator and team efficacy as a critical are discu
me
tes to uncovering the black box in which transactional leadership exerts an influence on team innovativeness.
Individual differences in emotional labor however, have attracted less research attention. This study examined the mediating role of emoti
eep acting) on workers' well-being. This study analyzed to what extent workers' ability to recognize others' emotions may buffer these effec
interrelationship between emotions and the demands of work and family influence their well-being. This study examined how emotional
e product context due to its presumed double edged wedge potential. Several job-related and person-related factors are postulated and te
ceived organizational support (POS) and gender moderate the impact of emotional labor strategies on employee strain. Emotional labor st
e researchers tend to assume that teaching is similar to other occupations in service section that require employees to manage their emoti
research has considered how spirituality and religion impact the performance and consequences of emotional labor, which is an important
motional labor and its relationship to work outcomes. Participants were queried on genuine, faking, and suppressing emotional expression
ound emotional labor. The results show that negative display rules, high level of job demand, frequent contacts with customers, and lack o
e role of positive emotions in the interaction between the sender and receiver, while taking both the perspective of the sender and the rec
s on the relationships between multiple targets of workplace affective commitment and burnout components. A total of 370 service emplo
cepted, especially
neral, and in the
of doctoral workplace.
students in theThey speak
social of performance
sciences weariness
whose research in verbalusing
is conducted and nonverbal communicative
the qualitative interaction-exchanges
research paradigm, w
in particular. Th
ed emotions during interpersonal transactions and performed by individuals either through deep acting or surface acting. Deep acting refe
ents both academically (Pianta & Allen, 2008) and personally (McCaffrey, Lockwood, Koretz, & Hamilton, 2003). Teachers influence student
ployees while they are serving. The last phenomenon employees can add to their labor process is their feelings. Especially in health sector,
onal labor (EL; the process by which employees manage their true feelings so they can express organizationally desired emotions) is associa
tionship between emotional labor strategies and important outcomes. To better understand how effort functions in these relationships, a n
alysis, despite the fact that many organizations have incorporated work teams into their business model. The use of work teams turns emo
the emotional product of employees, either as specific commodified interactive service encounters or through securing workers’ personal
d consistency in surface acting and deep acting over time. Seventy-eight employees provided 522 matched daily surveys over two weeks. W
ce of emotional labor strategies. Data from a sample of 167 front line nurses was used to explore the relationship between neuroticism and
onships among employees' perception about organizational image, organizational support, and the way they perform their emotional labor
heir emotions in the workplace to conform to the expectations of customers and organizations, which is called emotional labor. Emotional w
ace acting and deep
interrelationship acting, emotions
between that can be
andused
theflexibly
demands depending uponfamily
of work and the situation)
influenceon thewell-being.
their service agents
Thisin organizations
study examinedlike
howcall centres.
emotional
Malay teachers, with at least one child living at home, results showed that SA was positively associated with emotional exhaustion and depe
mistreat their health care providers; in addition, those providers are expected to manage their own emotions when providing care—two inte
and regulate emotions (i.e., emotional intelligence, EI) has seldom been studied, especially how it affects hotel employees responding to th
event theory. A multiple-wave longitudinal analysis using data from 424 hotel service employees and their immediate supervisors reveals h
des insights into the relationship of abusive supervision with work–family conflict (work-to-family and family-to-work). Further, it is the first
e employees. The study adds to it by investigating two hypothesized antecedents to emotional labor; affectivity and empathy which is conc
n surface acting and deep acting fluctuations over time. In a multilevel study of 78 customer service employees who provided 522 matched
xpress organizationally desired emotional displays. We develop and test components of an organizing framework for emotional labor wher
upervisor dyads (Study 2), we examined how the emotional labor of hotel employees was associated with affective and behavioral outcome
research
elated hasjob
with examined how(r=.42,
satisfaction it is affected inwhereas
p<.001), individuals’ motivational
a significant bases.
negative Public administration
correlation scholars
between surface have
acting started
and to study this
job satisfaction wasconcep
obse
otion-related parameters that affect the work process with a view to increasing the quality of service in the health sector.
employees' EI level. Performance management processes should incorporate identification and positive reinforcement of EL acting strategie
hospitality industry context. The study is among the first to examine EI as an emotional resource, EL acting strategies, EE and SRP as a form
erformed by employees at work has implications for themselves and for their partner at home. On the basis of the Spillover-Crossover mod
cting, as performed by hotel employees in Sabah, Malaysia. It also investigates the influence of emotional labor on emotional exhaustion, a
tional exhaustion, and turnover intention, specifically in the hospitality industry. The sample comes from hotel employees in China. The co
le draws on the unique experiences of plus-sized women in their roles as workers, managers, and customers, to examine how mainstream
f the challenges before the organizations is how to motivate their employees to perform desired emotional labor during customer interacti
ls considering EMS as a career must have realistic expectations and information about the rewards as well as challenges facing them. To he
ustion for EMS professionals. Even after controlling for personal and work-related variables, surface acting maintained a stronger positive i
e stressors (customer-related stressor, CRS; work environment-related stressor, WERS; job-related stressor, JRS), negative affectivity (NA), em
nificant effect in explaining the levels of burnout of employees in the service sector. The study participants ranged in age from 23 years to 5
e awareness of the emotional expressions required of a job, and the strategies used to express those emotions. To date, little research has e
al labor,
cting andand subjective
expression of performance in a work-sample
naturally felt emotions; task.
it also has Sixty-fiveeffect
a negative students participated
on surface acting.in In
a call-center simulation where
addition, organizational theyeffectively
support acted as
een job enjoyment and surface acting.
rmance and organizational commitment by considering the role of emotional intelligence. With increasing development of economy and c
motional labor on the part of research contractors has scarcely featured in published debates. The article explores the role of emotion in th
nd job feedback
otional were investigated
labor. Arguably, using a cross-sectional
positive emotional labor and the self-report questionnaire
positive organizational survey.itThe
climates mediating
facilitates effect of job
are requisites forfeedback wasrelation
harmonious tested
tion/intervention is provided herewith. Early detection and rapid response systems for STS, with social work leadership, receive special atte
ees regulate emotions at work, different by organizational ones, we aimed at identifying particularities of school psychologists in adopting e
ng "emotional labor", i.e., maintaining a pleasant manner while dealing with difficult patrons. Using questionnaires, this study examines fre
elated industries, it is important for employers to understand how to tap the personality traits of hospitality interns and their emotional la
cting, as performed
n the data collected.byThehotel employees
results indicateina Sabah, Malaysia.
significant It alsobetween
relationship investigates the influence
PC and of emotional
OCB. In addition, labora on
ELS plays emotional
significant exhaustion,
mediating a
role in
ary work connotation for workers in service industry. Abundant Emotional Labor has resulted in more rapid emotional exhaustion that emo
omers are more interested in the manner in which each service is delivered. In recent years, there has been a growing interest in the role t
nuanced understanding of the construct. Our starting point is Ashkanasy's (2003) five-level model of emotions in organizations, which plac
ning “people work” jobs, such as health care, social services work, teaching or sales. On the other hand, affective outcomes have been link
romises
yee to havelabor
relevance to public
would organizations—how
influence the overall servicewesatisfaction.
can best manage functions
From path thatitrequire
analysis, staffthat
was found to perform substantial
employee’s positiveemoti
em
urface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotio
cept of emotional labor, the emphasis has been placed on simple emotional labor practiced by employees exploited under capitalist firms' s
in an
or. Theincreasingly diverse customer
study is fundamental and wasaudience
conducted stands
as ato benefittonot
prelude only private
a major service
research work firms but also provide
by considering a sample advantages for a number
of 50 employees working of in
s
Emotional Privacy – Positive Emotions. These variables act as the sub-variables of the major variable “Emotional Labor” and have the abilit
researchers have paid to the concept of emotional labor. Although much progress has been made in the field, few studies have provided a
e of emotional for
e expectations intelligence. It is found
surface acting that teachers'
and control emotional
job-related intelligence
stress, thus has the
preventing a significant
developmentimpact of on teachingsymptoms.
depressive satisfaction and their use o
sanizations.
found thatIfsurface
nursingacting
administrators understand
has a positive influencethatonnurses may suffer
emotional from depressive
exhaustion, whereas deep symptoms,
acting hastheya can striveinfluence
negative to improve onstressful
emotional wore
emotional labor by examining the role of POS on emotional regulation strategies related to emotional exhaustion. In addition, this study sh
ustomers as part of the job—depend on the financial rewards available for good service? According to a “controlling perspective” of reward
o engage in emotional labor. The present laboratory study examined whether social sharing (i.e., talking about an emotionally arousing wor
abor
o strategies
deep acting andused by subordinates
negatively to surface(surface
acting,acting and deep
relationships acting).mediated
partially Furthermore, we examined
by emotional whether
intelligence. subordinates'
Emotional laboropenness
strategy, inperson
turn,
cularly in the customer service context. It is recommended that future research investigates how aging is related to emotional labor strateg
quirements for emotional expression and the strategies used to express those emotions. Research on emotional labor suggests that perform
ality closely affects training and education. In this context, this study examined the effects of teachers' personality traits on their emotional
ng the effects of emotions on the job, management can promote and enhance its sales force. However, the literature on salespersons' emo
relation of these factors with emotional labor, and there are even fewer papers focusing on this subject with respect to airlines in particula
and the
labor moderating
(both effects ofacting),
surface anddeep job characteristics
and emotional on this relationship,
exhaustion as wellbased on data collected
as determine fromlabor
if emotional 291 mediates
supermarket the employees.
relationshipResults
between sh
mood induction mediate therelationship between empathy and emotional exhaustion in teachers.
ess. Consequently, researchers are often faced with the challenge of maintaining emotional equilibrium during the research process. Howe
s can be overwhelming for employees, leading to low job performance and high turnover. This is particularly true within the field of child li
eir stakeholders, and their environment by viewing the phenomenon through an affective lens. This article extends almost three and a half
eep acting) with emotional exhaustion, organizational commitment, and turnover intentions among employees in the hospitality industry i
he concept of emotional labor to the library context, presenting a qualitative analysis of librarians' experiences. In addition, we offer recom
k role. Past research has shown that organizational display rules (standards for emotions that should be shown and hidden from customers
ch there is lesser likelihood of conflict between their organizational and societal display rules, while not compromising their career. On a so
geographical area.
of emotional
the impact of labor and emotional
emotional exhaustion
labor strategy among
on potential customer variables
intervening services representatives. A sample
and on actual buying of 232 customer
decisions.This servicesthe
study extends representative
prior resea
onship between strategy and purchase is mediated by the customer's emotional experience.
ategies on frontline employee creativity in the context of service industry, and it also studies the mediating role of frontline employee creati
nces
eral,of deep
prior acting on
research hasrole-prescribed
established that and extra role
customer performances.
satisfaction The results
is positively have
affected bysome theoreticallabor
the emotional and strategy
practicalof
implications
deep actingonwhereas
service
ween the employee
y community emotional
moderators than labor
is thestrategy and customer buying
conventionally-studied decision
positive versus is mediated
negative by customer
affect dimension.cooperation. Findings
Findings further indicate
reveal that em
the tendenc
by means of social interactions. Naturally emotions are significant in this process and for this reason it is desired to make use of emotions
in conformity with the standards determined by health sectors.
hospitals , The sample consisted of 315 nurses working at the hospitals, Erfan, Ibne- Sina, Imam Khomeini, Jam, Mostafa Khomeini, payamb
diversity courses at a predominantly white, US public university. We analyze two years of student evaluations for 29 instructors. Situated b
ated mediation model linking emotional labor (surface and deep acting) to employee creativity using survey data from a major high-tech m
d negative aspects of service performance (i.e., customer-rated affective delivery and service sabotage) and the mechanisms and boundary
ere examined among the pharmaceutical representatives in India. The study found the indirect linkage of emotional labor strategies (surfa
he effects of emotional labor at work on employees' spouses have not yet been explored. Drawing on the Conservation of Resources Theo
try. However, hotels often ask hospitality interns to engage in high levels of emotional labor but they often receive lower compensation tha
the display rules for promoting organizational goals. Existing literature has provided strong evidence for the impact of emotional labor (i.e
e workplace. However, research has yet to consider the possibility that the daily effects of emotional labor spill over to life outside of work,
labor, emotional dissonance, job stress, and turnover intent in the foodservice industry. The study was administered to 338 family-style res
oabor
examine the contextual
variables factors that
vary as a function of theaffect the context
cultural EL strategy undertaken
under by hospitality employees. Utilizing a qualitative research method, th
consideration.
m Eastern and Western cultures. Additionally, this study begins to answer questions concerning why models of emotional labor generated in
ore seriously prevailed than generally presumed but also detrimental to the organizations’ growth, and profitability, the topic has not been
mask how they feel, ethical leadership compensates for the deleterious effect of expressing an emotion other than what one is feeling. This
ant impact on teachers’ professional lives. Yet, its relation to teachers’ emotional experiences and emotional labor (EL) during instruction re
14, level-4, neonatal intensive care unit (NICU) nurses. Emotional labor was an underrecognized component in the care of vulnerable infan
ements on burnout. To address the discrepancy, this study revisited this relationship as well as investigated the potential additive and intera
ual differences; specifically, we consider both why employees are working (prosocial motivation) and how (emotional labor). Deep acting s
h previous studies (Sutton, 2004) showed that teachers engage in emotion management as part of their professional identity with the purp
e their feelings in order to sustain a positive classroom climate. Managing feelings as a requirement of work is called emotional labor, which
ons. Such interactions, when coupled with organizational directives to focus upon exemplary customer service, can prompt employees to e
or (Hobfoll,
ry 1989)the
by examining within
effecta of
school setting. Inage
chronological oneand
such extension,
work paston
experience research examined
emotional the effectsthrough
labor strategies of surface
EI. acting and deep acting, form
y, two central constructs of reinforcement sensitivity theory, would modify the relationship between emotional labor and job-related well-
related to frontline employee creativity; surface acting is positively related to hindrance stress, while deep acting is positively related to cha
seeoncreativity from a cognitive
the performance perspective.
of emotional It also
labor. The advances
present studyknowledge about
suggests that the effects need
organizations of emotional
to focus labor on stress by practices
on organizational classifyingasdifferent
employ
nt forms of emotional labor. The present study adds to the existing body of knowledge by explaining POS as an important antecedent of em
motional display has negative consequences for workers including psychological distress and lowered job satisfaction. This type of emotiona
ce predict turnover intention among bank and health workers. Sample comprised 270 employees (bank = 149; health = 121), whose ages a
n delivering
h the manager services to customers
(i.e., LMX) effectively.
could help This issue
NA employees also affects
to perform the(expressed
service firms’ outcomes and incomes.
as financial Thus, hotels
gains measured in tipas a service providing fi
size).
ositive effect on tip size when engaging in high surface acting or deep acting; however, this effect was not significant for employees who we
viding readers with news items, opinions, and personal narratives of life in Asian America. In this article I investigate the relationship betwe
ence on their emotional labor, and the moderating effects of employees’ diversity (gender and job position) on the relationship between e
nizational role stress in the services sector in India. Review of literature reveals that emotional labour studies in India hardly have a presen
mitment and emotional
.0% and 61.1%, laborThe
respectively. strategies.
adjustedData
odds were collected
ratios (OR) of from 125effort
emotive aircrews
andinemotive
different Turkish airlines
dissonance companies ininTurkey.
for dysmenorrhea The perso
call center work
kers. Further studies to investigate other factors, such as management strategies and the relationship between emotional labor and dysmen
bor in organizations.
otional This model
disharmony (OR=5.52, is based
95% on three perspectives:
CI=2.35-12.97) and emotional(1)effort
a service requirement,
(OR=3.48, (2) an intra-psychic
95% CI=1.54-7.86). process,
These same and (3) an
associations emotiona
were seen a
y, emotional disharmony among hotel workers. Therefore, emotional disharmony management would prove helpful for the prevention of fa
es of emotional labor of nursing. We conducted a case study on the Intensive Care Unit and Obstetrics Department in two public hospitals
scales have been operationalized that measure emotion work, personal efficacy, type of acting, and positive/negative display rules. Less is
yaamong
privateresearch on emotional
bank in Denizli. labor,
The data and tofrom
obtained lookthis
intostudy
the evolutionary trends and
have been evaluated bychanging
applyingaspects of defining
descriptive statisticsthe concept
(mean, of emotional
standard deviatiol
etween the task performance and surface acting; there is a positive and important relationship between the innovative job performance a
o minimize the negative effects of emotional labor on both staff and users. The components of emotional labor are explained and a framew
eir emotions under control all the time. This constitutes “emotional labor.” Psychological capital is a combination of the concepts “positive
tion of teachers' emotional labor is given and questionnaire on emotional labor among primary and secondary school teachers is developed
vior
MS)and conservation
professionals of less
exert resources theory
emotional to explain
labor why individuals
(less surface acting andmight
deep engage in emotional
acting) than male EMSlabor outside of customer-facing
professionals, interactio
and do females report high
nificant lower surface acting and deep acting, and higher job satisfaction than EMS males, the mean differences in scale scores were practi
n software development projects in particular; there still remains a gap in respect to the influences of emotional labor on software quality.
Specifically, by presenting friendship network centrality within an organization as a relational antecedent of emotional labor with custome
pyacting (i.e.,
selected attempting
from to experience
the schools emotions
located in Elazığ city to meet“Emotional
centre. display rules) indicates
Labor Scale”that surfaceofacting
consisting typically has
13 questions, the substantial
confirmatorynegative effect
factor analys
marks are concluded as disagree and neutral regarding the sub-dimension of Superficial Role play, agree for the subdimension of Deeply Ro
has increasedburnout
professional significantly in personnel
of the recent years. Consumers
working preferwith
face-to-face shopping malls to both
the customer do comfortable
in accommodation shopping in
businesses. Fora short time andthe
this purpose, benefit
personf
sitively affecting the sense of personal achievement.
ng versus deep acting on near- and long-term emotional exhaustion. Combining arguments from conservation of resources and leadership
s using temporally lagged data from a sample of front-line service employees. Results showed that surface acting in customer service enco
an be beneficial for employees, organizations, and customers. Meta-analytical summaries reveal that deep acting (summoning up the appr
t of the work role—is fully on the map in organizational behavior and organizational psychology. As research has accelerated, roadblocks, s
urface acting (i.e., faking one’s felt emotions) and deep acting (i.e., attempting to feel required emotions)—to adhere to emotional expecta
ged as a growth area of study within organizational behavior and customer service research. In this article, we call attention to the human
e displayed that are not truly felt. To explain these deleterious effects of emotional labor, scholars have theorized that emotional labor can
between emotional labor and emotion regulation. I then show the value of emotional labor to emotion regulation, in ways directly raised i
course of customer interactions, with employees continuously monitoring and adjusting their felt and expressed emotions via two emotion
opportunities
ction mediatestothe
leverage the connectivity
relationship of the Internet
between employee to widen
emotional labortheir
and reach beyond
customer their immediately
satisfaction accessible networks
in service interactions. and secure
This research shedsful
emotional intelligence and emotional labor have entered the lexicon of public service. The former refers to the ability to sense and regulat
esistance by illuminating the shared experiences of people of color in elite law schools and the commercial aviation industry. Based on in-d
the emotional abuses of working in a service job and hence their diminished need to manage emotions as compared to women. Extendin
tion-associated constructs, namely, emotion regulation, emotional labor strategies, and burnout were studied within a single framework. In
y roles, such as becoming role models for students, guiding them, teaching them to learn and instilling democratic attitudes and values wit
r strategies of flight attendants (i.e., deep acting, surface acting), job burnout, and work performance. Data were obtained from a survey o
motions create possibilities for authentic relationships between clients and staff. This study examines what eases or counteracts the horse’s
ies, namely, surface acting, deep acting, and expression of naturally felt emotion. Research suggested that each emotional labor strategy re
adonsa among
positivecoaches
effect onduring practices and
job satisfaction. competitions,
In addition, especially inbetween
the relationship communication with
emotional their
labor athletes,(i.e.
strategies thesurface
members of the
acting andopponents, th
deep acting)
tionship between surface and deep acting on organizational outcomes (i.e. job satisfaction and job performance), especially in a collectivist
ificant challenges and changes in the service users' lives. Emotions are thus always at play in social work, but are managed in various ways
oyees plays a critical role in customer satisfaction, both the concepts of emotion in the workplace and service orientation toward customer
diaries for 5 days recording details of interactions with customers and fellow employees in which the emotions the librarians were feeling
eed for most pre-kindergarten through 12th grade (p–12) schools because the new curriculum reform highlights the role of emotion in teac
ntributes to job satisfaction. But the interaction of gender with performance of emotional labor remains a conundrum, and more is known
ent) from the Indian philosophy of Anasakti Yoga to explain the relation between two emotional labor strategies of surface and deep level a
, especially in projects associated with urban nature and outdoor play spaces. Building upon the concept of emotional labor, we critically e
ers. By reviewing the literatures of Chinese and foreign teachers’ emotional labor research, this paper sums up four aspects about teachers
al development and sustainability. Efficacy, hope, optimism, and resilience are the dimensions of positive psychological capital. Emotional
tions. This study is aimed to investigate the impact of positive psychological capital on emotional labor. So a research is conducted with the
yt among
of journalism.
researchDuring one-on-one
on emotional interviews,
labor, newspaper/online
and to look journalists
into the evolutionary trendsreflected upon their
and changing experiences
aspects of definingwhile
the gathering
concept ofthe news and
emotional l
respectively. While positive emotion that employees come to experience during job performance process can easily trigger
oice interactions with clients. The aim of this study was to test the relationship between emotional labor and job satisfaction and the intena positive non
tention
and to quit.
burnout No in
levels relation wasInfound
general. between
addition, theand
positive expression of relations
significant naturally were
felt emotions
observedand job satisfaction.
between superficialInbehavior
addition,and
jobemotional
satisfaction si
bur
ted to
ffers their burnout
a unique levels.on IT professional work exhaustion by drawing on two theoretical domains: emotional labor and conflict manage
perspective
es influences conflict management styles. Furthermore, conflict management styles influence the use of strategies of deep acting and surfa
ed with 152 nurse academicians working at nursing departments of public and private universities in Istanbul. According to the results, the
mers to the internal customers of the organization, and separately reviews the study of subordinates’ emotional labor on supervisors and th
havior (OCB) and the mediation of work engagement in this relationship. A total of 264 teachers in Mainland China were recruited for this
organizational psychology literature. Yet, EI is a relatively new concept among hospitality researchers. Casino Hotels are growing as part of t
ofit through emotional labor. Those who perform emotional labor have low job satisfaction, burnout and give negative influence on their o
personnel
nnaire officials'
survey, with emotional displays. Additionally,
every 218 employees we assessed
of service industry the
of Jilin effects of
province as these perceptions
samples, on the
to examine teachers' guanxi
Chinese withemployees’
services personnel officia
psych
study provides valuable theoretical bases and feasible solutions for preventing and controlling staff’s counterproductive work behavior cau
emotional labor, Job Involvement, and psychological capital were examined using hierarchical regression analysis. In addition, whether psyc
voted to emotional labor. Since the first seminal work on emotional labor by Arlie Russell Hochschild, extensive research has been conducte
her service sweethearting behaviors and customer orientation behaviors interact with emotional labor strategies in enhancing long-term cu
search on managers
derate the hasbetween
relationship so far been rare (Humphrey
emotional 2012). and
labor strategies Moreover, only limited sabotage
customer-directed research has examined
behaviors. the impact
Survey of emotional
was administered laborDao
twice.
iors than deep acting. Moreover, policy strength has a significant moderating effect between surface acting and customer-directed sabotag
patedoninemotional
rams this study labor.
and theThedata were
study collectedafrom
propounds October
structured andto need
November 2013. The collected data were analyzed using descriptive statis
and enhance job satisfaction.
nce. While media saturation of recent and highly publicized events of police violence against black males has taken center stage, most of th
n to turnover of travel agency workers, and to develop appropriate suggestions in the light of obtained findings. For this aim, a survey is ap
needed
hat if emotional
the teacher labor isdisplayed
candidates to be supported, including
statistically self-care
significant plans, recruiting
discrepancy between for self-awareness,
their emotional biasand performancescores
sub-dimension evaluations that cap
on emotional
and more affectively committed toward their organization, which produced a high level of creativity, those who selected surface acting wer
nal labor as the key antecedent of employee creativity in service organizations, by confirming emotional exhaustion and affective commitm
bor and political skill, finding that they are related. People who possess high levels of political skill and people who perceive high expectatio
he mechanism that explains that effect in a real workplace with various job requirements remains unclear. In this study we proposed and t
sing logical, rational
by depending on thereasoning andexhibiting
theory that expression and by leaving
organizational emotionbehavior
citizenship and personal
mightfeelings
reduceout
theof their work.
negation However,
emotional thisexpenditure
labor ideology overl
mig
elings which appear in the phase of deep entreating according to the norms of organization and the duty, organizational citizenship behavio
ts and EL as intrapsychic processes of surface acting—and examine their relationship with job satisfaction. In a large, occupationally diverse
ement, that is, as a new way in which peopleâ s actions are coordinated in order to achieve collective effects. We address this area but fr
ce of emotional labor, few studies have empirically examined this link. In this article, we investigate the relationship between surface acting
tional exhaustion, and the moderating effect of emotional intelligence in that relationship. There were 430 NCAA Division I coaches who co
EI), affectivity, emotional labor and emotional exhaustion on counterproductive work behavior (CWB) of frontline employees in the govern
ve psychological capital and the influence of positive psychological capital on surface and deep acting. Drawing on the job demands-resour
customer orientation
Agreeableness (CO) and emotional
and neuroticism significantlylabor have become
predicted critical issues
job satisfaction. in the hospitality
Conclusions: Individualindustry. Applying
personality the emotional
traits account laboraspect
for various conce
t their emotional practice through the emotional labor framework. Emotional labor refers to the management of emotional expression in t
anizations—job satisfaction and their public service motivation in using a structural equation model and provides empirical evidence regar
n the public service arena and in a non-Western context. The results of regression analyses from a dataset of 315 frontline employees in Ta
ght services provided by flight attendants. The performance of flight attendants is primarily based on their emotional intelligence (EI). Thus
labor, defined as “service with authority,” in an academic context. Drawing from previous research on display rules and power, tenure and
their
E) wereworkers—report substantial
found to positively differences
affect the in how they
patient-oriented COB.can or must perform
Furthermore, various
the EPE emotions,
was found compared
to positively withthe
affect previous work atCOB.
task-oriented conventi
In t
al organizations to work to promote the COB of their nursing staffs. The results of this study prove empirically that a relationship
e importance of customer participation for relieving the negative effects of employee emotional labor. From a practitioner standpoint, exam exists amo
tion with their attempts at emotional labor at work and to study how those attempts lead to work engagement. This research also shows th
, 1998a) and emotional labor (Hochschild in The managed heart: commercialization of human feeling. University of California Press, Berkele
monitoring, emotional expressivity, emotional labor, felt leader authenticity, and authentic leadership (AL) within a unique context – West T
lth care into the public sphere with all that entails, including public accountability and performance measurement. In the UK’s long-standin
motional cognition of facial expressions among Chinese and American subjects in an exploratory study. Results indicate that the two cultura
or and individual job performance in the direct selling industry. Participants were 254 salespeople who completed measures of deep acting
mber of online customer service workers. Research on face-to-face service work has shown that these workers are expected to display cert
orea and Japan), both based on an oriental culture. It confirmed that in both countries emotional labor adhered to company restrictions, bu
face acting
vement, reduces engagement,
organizational commitment whereas job resources
and resilience among(expressive
nurses and emotional network
identify the resources
factors affectingand mentorship)
resilience. boost engagement.
Methods/Statistical Mo
Analysis:
ely correlated
isplay withatjob
deep acting involvement
the and organizational commitment. It was negatively correlated with emotional labor, turnover intention
highest level,
on the demographic variables. Conclusions and Recommendations: Even though the Turkish version of the ELS revealed good reliability an
ogether and along with that, are demanded, by the management, to interact nicely with customers and colleagues, which at times may lead
ates the relationship between customers’ participation and money spent. In Study I, 30 in-depth interviews were conducted with customer
more likely to suffer ill effects than those who are able to deep act their emotions. The authors argue that what may stand between surface
ology. However,
employee emotional
focused emotional labor, which
labor) causes
as the mentalof
predictors stress to the
burnout in workers,
the has not been substituted yet. Therefore, we propose a method
onal labor contributed uniquely to the prediction of burnout beyond the job-focused emotional labor. The data were collected from 236 ho
ness has ‘come out of the cloister.’ As an antidote to mindless cognition and behavior, the practice of mindfulness—with its principle of gro
nt servers.reported
. Women While the
thatemotional labor of heightened
LFS engagement workers in the service
their senseindustry has been
of demand, studied
burden, extensively,
stress, littlefood
and guilt with attention has beenLow-income
provisioning. paid to the w
d
olars and LFS proponents to acknowledge the fact that women engaged in LFSs are performing significant emotional carework in their food
ng), are they better performers? Drawing on the framework of activation-inhibition regulatory systems and regulatory fit, we propose (a) t
ly associated with perceived customer orientation and perceived service quality. Perceived customer orientation and perceived service qua
eeling and emotion display rules. When managing their emotions in interactions, workers either display emotions they do not actually feel
en explored. Drawing on work-family enrichment theory, this study investigated the mechanism underlying the relationship between emplo
utcomes for entreprenurs, despite the mixed findings. We evaluate the role of emotional labor in influencing this relationship. Through this
he hospitality industry. Although graduates of hospitality training enter the industry with well-developed hard technical skills, their soft skil
red by individuals and their allied responses, little is known about how such individuals manage their emotional responses to these stresso
counters to coworker interactions using temporally lagged data from a sample of frontline service employees. The results show that surface
insight into the role of daily strain in emotional labor and service performance on a day-to-day basis. Strain was taken into account both a
r emotions through emotional labor when engaging in professional practice in elite sport. To address the research aim a semistructured int
d organizational support in the relationship between emotional labor and job performance in the airline service context. A sample of flight
boxing coaches and the training techniques that they use. Studying both the actions and the intentions of boxing coaches offers insights int
ships between the three emotional labor strategies, teacher burnout, and turnover intention among physical education teachers. A total o
mined whether the two types of emotional labor (i.e., surface vs. deep acting) were significantly associated with depressive symptoms and
tworkers is critical
in customer in the
service social welfare
(p = 0.005),” field because
“emotional a highand
disharmony turnover
hurt (prate is directly
< 0.001),” andrelated to the deterioration
“organizational surveillanceofand
service quality.(p
monitoring Of<the m
0.001
Additionally, there was a significant relationship between emotional labor and the experience of workplace violence among the toll collect
dealing with senior customers in their job on daily bases. The sample of the study consisted of (250) employee within the call center depa
emotional labor competencies based on their perceptions. It follows a quantitative research design adopting survey method. Data were col
s between teachers' emotional labor strategies, the emotional job demands of teaching, trust in colleagues, and teacher efficacy. The resul
entered into by participants as equals. Academics enter into and experience professional environments differently according to culture, ge
ork and attachments
ne cabin crews could to twocustomers’
affect often-conflicting role identities:
“true satisfaction” in the caring
a way thatperson and the professional.
other methods, We of
such as the use explore how health
information care employees
technology systems,
ne. The collected data were then quantitatively analyzed. Active cabin crew members reported having a low level of role ambiguity and a h
ty management literature has neglected to investigate its influence on employee commitment and the mediating roles of work-life balance
hic research. We frame our experiences not simply as “confessional tales,” or personalized accounts of how researchers experience their fie
rface acting for the benefit of both coaches and organizations. The results also showed the significant role of emotional intelligence on the
elates these perceptions to employees' emotional labor and customer service performance. Data from a two-point, time-lagged study of 26
diocentrism and allocentrism dimensions. Employees were surveyed using the Individualism-Collectivism Scale (INDCOL), the Emotional La
t of emotional labor developed in Organization studies does not fully capture our findings. Erotic Capital seems more appropriate, yet we c
literature on co-creation of value with the psychological literature on emotional labor. Specifically, to further the notion that service interac
nsequences. As part of service job, Emotional labor means to express emotions while providing services to customers. Its outcome can be
ith a questionnaire survey. It examined the relationship between hotel frontline employees’ emotional labor strategy selection and its relu
er satisfaction. Particularly for the service companies, employees are also required to show emotional labor in the service delivery in additi
ds
made on the carnival
by the metaphor
oncology used
nurses: by Bojelabor,
emotional (2001)emotional
by clarifying the type
conflict, of carnival
empathy, the metaphor
individual describes,effects.
and organizational in this case the sideshow carniva
ipseffect
ate and maintaining
of emotionalcare and is a big
exhaustion. therapeutic
Emotional value
Labor within
Scale, the Health
Mental relationship
Scale between oncology
and Emotional nurses and
Exhaustion patients
Scale and patients'
for teachers are usedrelative
to inv
ffect on mental health respectively. Emotional exhaustion mediates the relationship between emotional labor and mental health. Emotion
e of compassion and caring in serving citizens. This present study investigates the relationship between public service motivation (PSM) an
forms of emotional labor (i.e. surface acting and deep acting), and emotional exhaustion among Korean fitness employees. A total of 217 p
erature. However, the role of mindfulness has yet to receive sufficient attention in the service sector, especially the casino service sector. Th
g job satisfaction and burnout are of increasing importance. One such factor is emotional labor, which is defined as the work of managing o
viors, and turnover intentions. Our primary research question involved whether the relationships of individual deep acting with perceived t
gies influence customer’s perception of salesperson’s trustworthiness and propensity to continue the relationship with the salesperson diff
physicians, which poses a potential threat to the quality of medical care. Although studies have investigated job burnout and emotional lab
zational contexts, relatively little research has focused specifically on supervisors' experiences of emotional labor and turnover. In the prese
s on employee role stress, emotional labor and emotional exhaustion.
ent than to attempt to reduce surface acting and work burnout in clinical nursing settings.
educators. Additionally the role of emotional labor on the relationship of personality and burnout is also investigated. In this model, job bu
ning the people who are working in health care centers. The purpose of this study is to examine the role of emotional labor towards emplo
ors such as excessive emotional labor, workplace mistreatment, and job insecurity. The present study aimed to explore the associations of t
ositive effects in this study. More specifically, when salespeople were forced to fake their feelings, they were more likely to recognize stress
rformance, good image formation and customer relationship development in tourism, as in other service sectors. Behaviors that are define
tions to digital humanities (DH). In this article, we use genre theory, feminist theory, and theories of emotional labor to explore the importa
rmine
and is the reasonswith
associated of the differences.
negative mentalInoutcomes.
the research, mixed
In this researchpaper,
conceptual methods
we including both
address the quantitative
research and when
question: qualitative techniques
is emotional laborwere
les
nonfinancial rewards on the relationships between surface acting and emotional exhaustion and job satisfaction for people in different prof
r in ways that resemble traditional notions of emotional labor. A key element in this shift lies in the coercive nature of feedback mechanism
emotional labor model in which positive display rule perceptions predict emotional exhaustion both directly and indirectly via emotional l
motional labor by combining emotion regulation with work-home resources theories. We hypothesized that overall perceptions of display ru
(a) providing a novel theoretical contribution to explain emotional labor in professionally-challenging situations (b) examining the requirem
ctices and the consequences for the emotional labor of insurance agents in the Jordanian insurance industry. Many work positions require
is a sub-topic of emotional labor, and those at high risk for “Organizational surveillance and monitoring.” For workplace violence, depressi
and teachers’ emotional labor in Turkish high schools. 450 teachers from 11 high schools in İstanbul, Turkey participated in the study. The p
rough their digital media work. In this article I argue that a ‘stoke imperative’ championed by the surf industry necessitates emotional labo
stry. Throughemotional
the specific this lens, this
laborreview documents
techniques thedeep
(surface, current exploration
or natural of emotional
acting). The labor in academia, specifically in communication studie
ciated with emotional labor. Changes in such variables, such as teachers’ level of burnout and level of education, may improve managemen
tional leadership and abusive supervision influence employees’ proactive customer service performance and service sabotage through emp
ting displays comprise an expression of emotional labor or a manifestation of commercial friendship. The study explored two samples. Fort
ver, they still know little about how positive leadership affects employees’ emotional labor. Building on social information-processing theor
tion's PPCS and agreed that early consultation is ideal. However, they also described that formally consulting PPCS is extremely difficult be
nce leader–member exchange should be established for nurses who are experiencing emotional labor.
oth are central components of teacher identity and practice. However, few researchers have explored the co-constitutive effects of agency
bor may facilitate task effectiveness and self-expression, but it also may prime customer expectations that cannot be met and may trigger e
high degree of emotional labor and explored how the type of and amount of emotional labor are related to employee job reactio
ng sector because the incorporation of a customer into the labor process necessitates an additional type of labor -- namely, emo
yed, and emotional dissonance generated by having to express organizationally desired emotions not genuinely felt. Through this framewo
istant Professor of Sociology at the University of Minnesota, conducted a fifteen-month case study of litigation attorneys and paralegals, an
e who want a different structure must come into positions of power to institutionalize the change.
discourse of objectivity, neutrality, and care as feeling rules. Based on a study in a residential psychiatric facility in Israel, the authors found t
ut this labor is generally not seen as involving valued skills and is consequently poorly rewarded. In contrast, research and administration
aspects are largely ignored, while intellectual, technical, or leadership skills are emphasized and highly compensated. Aside from difference
workers who struggle with their organization’s culture and its demands on them. I suggest that the negative consequences of the demand f
al exhaustion, and organizational citizenship behavior (OCB). In addition, several purported moderators perceived job autonomy, task variet
d of nurses, they provide emotional labor. The nurses perform emotional labor by consoling, educating and listening to the parents. I use t
cross national boundaries. To these highly mobile personnel, acquiring the language of the host community is increasingly perceived as on
ed in terms of implications of emotional labor for health and practices through which organizations might intervene to minimize its unhealt
sample of service workers responded (N = 358). Analysis revealed two dimensions of emotional labor: emotive effort, a construct never be
combines observation at a 911 center, interviews with dispatchers, and analysis of selected calls. Departing from most treatments of emoti
ith emotional work requirements. In this study, a survey which evaluated employee responses to the emotional labor involved in serving d
nizational communication, the current literature has been limited by inadequate attention to interaction and a focus on retail service. The p
their responses to working in an environment where humor is encouraged. For this study, 122 students at two Midwestern universities wer
and (c) initial validation of the measure. The definition developed here focused on the individual behaviors (not job characteristics) found i
th of health and fitness services. This paper brings together the sociological fields of work, consumption, and physical culture, suggesting h
attempt to cope with role demands by performing surface or deep acting and that the effect of this expenditure of resources on worker bu
alties that deal primarily with the interests of corporations. The consumer-oriented paralegals in this study identified three themes in their
ees who wereItperforming
hypotheses. was found emotional labor atacting
that both surface department stores, hotels,
(high emotive and family
dissonance) restaurants
and deep in Seoul.effort)
acting (emotive The control group
associate in this study
positively with con
job
udies. Further, deep acting plays an important role in determining employeesÂ¡Â¯ work outcomes. Based on these significant research find
the public house sector of the U.K. hospitality industry using ethnographic research methods. This article reflects on a pilot study conducte
ocket computers every 2 hr at work for 2 weeks. Participants completed ratings of emotion regulation, events, expressed and felt emotions
ving a discrepancy monitoring and reduction process, whereby perceptions of emotional displays and emotional display rules are continuo
harmony, and promote employee well-being. Despite these valid intentions, display rules can engender emotional labor, a potentially delet
anizational support, and three service interaction characteristics (frequency, duration, and task routineness). Outcomes of emotional labor
und instrument to measure emotional labor with an emphasis on the experience of discrete emotions—the Discrete Emotions Emotional La
s that
tive causes them
outcomes. to payextends
This study less? Wethe
argue that emotional
literature laborthe
by examining offers the missing
relationship link inemotional
between the explanation. Tasks that
labor demands andrequire
wagesthe emotive
at the wo
occupa
age rates for jobs high in cognitive demands. Implications of these findings are discussed
rience completed two separate surveys. Respondents were asked to indicate negative affectivity and political skill, and perceived emotiona
emotion metaphors and the consequences of emotional labor as part of being a science teacher have been little addressed. This study de
hips. One hundred

10 usable employee and seventy-six
responses participants
having matchingfrom 10 customer
supervisor service
evaluations organizations,
was ranging
obtained from thesefrom retail
efforts. stores to call
Hierarchical centers,
multiple completew
regression
labor performance efforts and outcomes of the emotional labor process. In addition, further analyses of unsupported hypotheses revealed
press emotions
f gendering in return for a wage.
as operationalized by thisWhile
studythe
on original
emotionalconceptualization recognized
dissonance, emotional emotional
exhaustion andlabor could be
subjective either
social oppressive
place. or liberatin
Exploratory data a
l with the inherent stresses and emotional demands of their working environment as they perform emotional labor has an impact on their
esired emotions. The second purpose was to examine dispositional and situational antecedents of surface acting, deep acting, and the expr
motional labor and acting methods in creating an empathic treatment relationship. Last, we discuss future research and implications for the
d that display rule commitment moderated the relationships of emotional display rule perceptions with surface acting, deep acting, and po
e of the construct and specify a more unified research model. To maximize theoretical clarity, the present model separates behaviors, emoti
ring safety, generating fun, and encouraging a sense of community. This created a demanding and prescriptive set of emotional expectatio
idence provided by a recent study, the study reported in this chapter replicated the finding that emotional intelligence and the nature of jo
nd the performance of emotional labor. Drawing on participant observations and interviews with models in the Atlanta fashion industry, th
e significant relationships that Surface acting and Emotional consonance had with Burnout dimensions, and the mediating role on the freq
oward others (coworker-directed justice: CJ) affects personal levels of emotional labor. Pairs of participants played coworkers working side b
cal laboratory's sole representative in bedside care is the phlebotomist. Despite the physical and behavioral challenges presented by difficu
ational belutl'iors. Hmt·e1·er. lillie research has in1·e.wigmed th e moderating effects of emotional intelligence. This paper addresses thi.\
y investigate the influence of the extent of service employees' display of positive emotions and the authenticity of their emotional labor di
cipants played the role of customer-service representatives in a workplace simulation and were exposed to either interactionally fair or un
. Three studies were conducted to purify the scale items, examine the scale's dimensionality, and to evaluate the scale's reliability, factor st
egulation strategies for supervisor perceptions but not self-perceptions. In addition, difficulty maintaining
s correlations with individual differences was investigated. Hypotheses were tested using ecological momentary assessment of a sample of
tseractions with clients, better internal relationships, and superior program performance. This article tests the effects of emotional labor in
of their jobs.
ned among individuals whose jobs are highly ceremonial in nature.
eworkers.
ofserviceEmotional
workers. labor—work
Surface actingthat
(faking displayed
is relational emotions
and involvesand
the hiding personal
manipulation andfeelings) was positi-vely
expression associated
of emotions—is laborwith emotional
intensive and isawar
requ
labor invisible and contributes to depressed wages of those whose jobs require it.
motional labor, notably in the extent to which they engage in deep acting and hide their feelings, but not in the extent to which they fake th
o a variety
analysis andoftest–retest
customer outcomes. We link
reliability were emotional
conducted on labor directly
a 13-item scaletomeasuring
the customer domainlabor.
emotional by examining
The EWShow customers
13-item experience
emotional and w
labor scale r
mong young workers using the derived 9-item scale, although additional studies further evaluating its use should be conducted.
8)'s dual-task paradigm and Gross (1998)'s emotion regulation paradigm, conducting two kinds of emotional labor by instructions before w
ation of emotions as part of the work role (Hochschild, 1983). Although emotional labor research has examined the ways that individuals c
d from a sample of 303 first line employees, and the response rate was 86.57%. The results revealed that EX did not affect EPAD directly; EX
al
rk regression analyses
and customer indicated
services). that gender
The authors argueand
thatautonomy were significant
customer-employee moderators
interactions haveof the relationships
distinct between
characteristics emotional labor
from organizational strat
insider
1) occurs more frequently than insider verbal abuse, particularly for those with higher emotional labor requirements, and (2) predicts emo
sign. We hypothesized that emotional dissonance partly mediated the relationship between psychological strain at the start and at the end
nt observation and from in-depth, loosely structured interviews with nine clinic employees, this study analyzes how one group of abortion
heir stories when I haven't formulated my own? This autoethnography attempts to enact a “loving epistemology” (Laible, 2000) to explore
nificant evidence suggests that women public servants are the primary providers of emotional labor in public organizations, we argue that
motional labor interacted with balanced linear/nonlinear thinking to explain unique variance in affective organizational commitment.
sreare significant
more predictors
charismatic and areofbetter
hotel service providers’ deep acting and negative display rules are related to service providers’ surface acting.
motivators.
any showed that customers are evaluated by employees as a potential source of unfairness. Perceptions of customer justice were found to
sions of emotional labor, Chinese college instructors engaged in deep acting the most and surface acting the least; (b) surface acting had d
roxies for emotional resources. Largely consistent with predictions, results indicated that individuals with a high level of emotional resourc
nt) job-related emotional labor are associated with bidirectional measures of work-family conflict and facilitation. Results indicated that su
cipants, this study analyzes the backstage emotion teamwork that takes place within the self and with other performers. The study traces h
mining healthcare contexts has contributed to the scientific understanding of emotional labor processes. In doing so, we first review the ke
ed teachers' intent to leave. Seventy-eight teachers from two low-performing, high-poverty, multi-cultural Texas high schools completed me
with clients. I empirically show that emotional exhaustion decreases job satisfaction and increases turnover intention. Therefore the emoti
ing helpful to customers; the worker must manage his or her emotions to create a company-dictated experience for customers. The practic
ey view ‘doing emotion’? Specifically, the present study focuses on how agents view emotional labor and emotional contagion, both define
While the performance of emotional labor has become a key requirement of the job for many tourism employees, little is currently known
nfronting with clients. This study empirically shows that emotional exhaustion decreases job satisfaction and increases turnover intention.
riables on customer-oriented selling behavior empirically. The questionnaire was administered to 400 salespersons who were selling clothe
motional labor. This chapter reconsiders the cultural label in light of Hochschild's original theoretical formulation and recent sociological th
cietal norms
such as to fulfill
ideology, job requirements.
hegemony It is, therefore,
and domination important to
must be considered asexamine
cognitivethe aversive states
frameworks that may follow
and emotional such transgression
management systems thatand the
delim
rs thus serves as a counter-discourse to the current technical-rationalist educational discourse. We conclude with suggestions for eliciting a
ociated with affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively relate
ese institutions need highly motivated, technically literate and emotionally balanced workers, who are skillful in work-related issues and pe
an, 1973): deep acting is to modify inner feelings; surface acting is to modify only expressions. Deep acting has good consequences on sub
rvey data from 285 service interactions between employees and customers show that employees' emotional labor strategies of deep and s
t be more personally costly for some employees than others—this study tested a conceptual model explaining the differential effects of de
ntroduced this concept and inspired an outpouring of research on this topic. This article reviews theory and research on emotional labor wi
cting, deep acting and genuine emotions. The consistency of expressed leader emotions with affective display rules, together with the type
among a sample of bank tellers. Turnover data were collected from organizational records 6 months after participants responded to a surve
orked side by side as customer-service representatives for a simulated organization. They interacted with fair/unfair customers as well as ob
e managed heart: The commercialization of human feeling. Berkeley: University of California Press and is defined as “the management of fe
= 338)
resourcesupported
or response thetomoderating effect
positive work of perceived
experiences. organizational
In addition, support
two helping (POS) on the
occupations emotional
– nurses' labor/outcomes
aides relationships.
and child care workers – werePOS
sama
differentiate workers' emotional labor with different groups of clients (patients/children; family members).
s of in
ted civil servants because
workplace are examined. Based
it related on interviews
positively and
to quality of focus
work groups,
life and the authors
it did set forth
not amplify the in their own words
work-to-family how social work ers, 911 o
interference.
as the antecedent of emotional labor. Additionally, we had also confirmed the role of quality of work life as an important mediator between
tive affectivity was a significant correlate for surface acting, while EI was a significant correlate for both deep acting and expression of natur
he emotion regulation strategies during critical work events. Th e secondwas to investigate whether emotional deviance could be considere
e providers
ndicate that:thus routinely
1) while perform
the degree ofemotional labor as they negotiate their working relationships with other service users, consumer-provid
s a significant
have missed inpositive correlation with
their presentation. their section
The third emotional
asksexhaustion; and 3) among the perspectives of emotional labor, the qualities of “deep
hase 1 of the study involved semistructured interviews with nine qualified, registered nurses from three adult prisons: two male establishm
officer colleagues, and the relationship with the Institution; the fourth relationship centers on the contradictory discourses the nurse enga
s of emotional labor of service agents in Taiwan's service industry. Results indicated that all human resource practices (recruitment, selecti
ation
ob hypothesis
satisfaction and facial feedback
consequences hypothesis
of emotional labor reveal the bipolar
with respect perspectives.
to licensed funeral Recently,
directors.several works havewere
Four hypotheses examined the moderating
formulated. var
Emotive diss
er levels of job satisfaction; and higher level of emotive effort resulting in higher levels of job satisfaction. Implications for future research a
subordinates. We suggest that the emotional labor supervisors engage in while providing performance feedback is a vital mechanism by w
of surface acting on depersonalization. Third, personal accomplishment does not function as a mediator in the effect of surface acting on e
es has
ch concerning
examined thetherelationships betweenincivility;
effects of customer age and specific emotional
of the research labor
that doesstrategies (deepall
exist, virtually acting, surface
of it has acting,
focused andon
solely expressing
employeenaturally-
mental h
Theoretical and practical implications of the findings and future directions are discussed.
oss-sectional field studies, not much is known about the causal direction of relationships between emotional labor, strain, and performanc
gers and challenges police face in the course of their duties. However, police are also subject to a host of institutional and cultural forces th
ce of work–family conflict and work–family enrichment, and ultimately attitudinal and health outcomes. Emotional intelligence is also exam
)ublic.
or “good
The faith”
publicdeep acting
is a very (modifying
broad inner
term, and canfeelings). We individuals
include any draw on the motivational
outside perspective
the organization to of emotional
whom labor to argue
the organizational that individu
member provid
ensions of service behaviors (Bowen & Schneider, 1988; Ryan & Ployhart, 2003), we show how each perspective can be
we emphasize the value of distinguishing between the different facets of EI (i.e., emotion perception, emotion facilitation, emotion correct yetunderst
incomp
sociation between age / gender and job satisfaction as well as psychological health. We also examined whether gender would moderate th
und that customer

ic surface mood
acting (BSA) anddid affect employees’
challenged mood(CSA),
surface acting and their
whileemotional labor
three types of perceptions, and that
deep acting could employees’ self-monitoring
be distinguished, modera
basic deep acting (BDA
pitality employees.
antecedent- and response-focused regulatory styles can be used to make differential predictions about outcomes such as performance, hea
g the psychometric properties of the scales, hypotheses were tested using Partial Least Squares structural equation modeling. Results indic
at emotional labor can have positive consequences on organizational success but negative impact on employees' well-being. Within the co
trialPeople
es. and Organizational Psychology:
in the lower status Perspectives
categories like on Science and Practice, 2010[Jun], Vol 3[2], 159-164). In the original article, there were e
motional labor. The performance of emotional labor
ment tend to use more deep acting in work than those appears to have
with lower jobboth positive and
commitment; negative
3)Job consequences
commitment related the
can moderate to health. Emotiona
relationship bet
motional dissonance affects negatively job performance, commitment and satisfaction. It also proves that individual differences play an im
prediction on job engagement: the surface acting has a negative correlation with dedication, deep acting has a positive correlation with de
elivery (PAD) using a sample of 184 first line volunteers, and the response rate was 77%. The results revealed that service training (ST) influe
M). Results suggest that unconsciousness has negative impact on the emotional expression, interaction and deep acting. But unconsciousne
hip Questionnaire, The Emotional Labour Scale and the Wisdom Development Scale. Significant relationships between servant leadership a
ed on 494 individual correlations drawn from a final sample of 95 independent studies. Results revealed substantial relationships of emotio
pital system, we provided the first empirical evidence that display rules can be represented as shared, unit-level beliefs. Additionally, contro
of gender. Fifty-eight bus drivers completed two daily surveys over a two-week period, producing 415 matched surveys. Results of hierarch
abor-burnout
turnover. or job satisfaction
Call center associations.
employees from two largeInfinancial
total, 264 full-time
service Chinese school
organizations teachers
completed an in Chinasurvey
online were about
recruited.
theirResults
use of showed thatdP
surface and
d practical implications are discussed from the perspective of emotional labor theories.
and team efficacy as a critical mediator, yet methodological limitations do exist in the study. Although data were collected from multiple so
ess.
ned the mediating role of emotional labor in the relationship between the big five, emotional exhaustion and organizational citizenship be
emotions may buffer these effects. In a 4-week study with 85 nurses and police officers, emotion recognition moderated the relationship b
study examined how emotional labor [surface acting (SA) and deep acting] and work–family conflict contribute to explaining variance in bu
ed factors are postulated and tested for influence on emotional labor. However, the influence of culture, as a blanket factor, has been over
ployee strain. Emotional labor strategies were related to employee strain, including turnover intentions, job satisfaction, burnout, and men
mployees to manage their emotions and emotional display for profile making. Therefore, teachers should perform emotional labor. Theore
onal labor, which is an important omission given a growing awareness that religion and spirituality are important components of people’s li
uppressing emotional expression facets of emotional labor, as well as emotional exhaustion, job satisfaction, and affective commitment. Th
tacts with customers, and lack of autonomy and social support are significantly related to surface acting, whereas display rules, opportuniti
pective of the sender and the receiver into account. We tested the influence of the perceived display of positive emotions of Dutch trainee
nts. A total of 370 service employees from Canada completed a questionnaire. Hierarchical regression analyses were performed and the si
nicative
earch interaction-exchanges
paradigm, with
in particular. The white
first partcolleagues. Many
of this paper simplya state
presents that they
brief review of feel they are inona the
the literature ‘parade’, beinglabor
emotional judged
of for appearance,
researchers in th
surface acting. Deep acting refers to the modification of inner feeling in order to express the organizationally desired emotions, whereas su
003). Teachers influence students through not only their delivery of content knowledge, but also their development of optimal learning con
lings. Especially in health sector, employees are expected to show their feelings to their patients/clients. In control of these feelings, emoti
nally desired emotions) is associated with a range of harmful consequences - employee burnout, work withdrawal, turnover intentions, as w
nctions in these relationships, a new way of understanding emotional labor strategies is considered. This new approach accounts for effort
he use of work teams turns emotional management into a group task on which employees work as a collective. The present chapter propo
ough securing workers’ personal “commitment” to organizational goals (Brook and Pioch, 2006). This is not confined to private service com
d daily surveys over two weeks. Within individuals, surface acting was associated with lower job satisfaction and higher work withdrawal, w
onship between neuroticism and deep acting, as well as the mediating role of feedback in this relationship. Results show that Neuroticism
ey perform their emotional labor during customer interaction. As predicted, the study found support for a positive relationship of both perc
lled emotional labor. Emotional work focuses on the internal regulatory processes in order to express the appropriate feelings consisting w
n organizations
study examinedlike
howcall centres. labor
emotional This study aimsacting
[surface to explore thedeep
(SA) and moderating
acting] role
and of cognitive emotion
work–family regulation strategies
conflict contribute on the
to explaining relationsh
variance
h emotional exhaustion and depersonalization. The results also showed that work–family conflict mediated the relationship between emoti
ns when providing care—two interpersonal stressors that are linked to job burnout. Integrating conservation of resources (Hobfoll, 2002) an
hotel employees responding to the firm's display rules (i.e., emotional labor) and experiencing burnout and job satisfaction. Thus, this study
mmediate supervisors reveals how work contexts (supervisory support) affect work events (interactional justice), and thereby influence th
ly-to-work). Further, it is the first attempt to incorporate the emotional labor to burnout link as the mediating process between abuse and
tivity and empathy which is conceptualized as a two-dimensional construct composed of emotional contagion and empathic concern. It als
yees who provided 522 matched daily surveys over a two-week period, employees who were more variable in their use of surface acting re
mework for emotional labor wherein various aspects of emotional labor are understood through the underlying discordance versus congrue
affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout
have
ng andstarted to study this
job satisfaction wasconcept,
observed but(r=−.39,
empirical studies
p<.001). are still in their
Furthermore, infancy. Focusing
Self-Emotion onwas
Appraisal a particular
negativelytype of motivational
correlated base—public
with surface acting (r
enforcement
health sector.
of EL acting strategies that enhance SRP and customer satisfaction.
strategies, EE and SRP as a form of job-related performance simultaneously.
s of the Spillover-Crossover model, we hypothesized that individuals' surface acting at work would spill over to the home domain, and that
abor on emotional exhaustion, and the potential role of co-worker support in moderating the proposed relationship. Using a self-administe
otel employees in China. The conclusions obtained by the authors are: (1) Surface acting positively influences emotional exhaustion; deep
rs, to examine how mainstream beauty standards, body-accepting branding, and customers' diverse feeling rules shape service interaction
l labor during customer interactions. The present study examines the linkage between perceived external prestige and emotional labor stra
as challenges facing them. To help buffer the impact of emotional labor on work exhaustion and related outcomes, EMS stakeholders shou
maintained a stronger positive impact than deep acting on work exhaustion. Key demographics for each of the three samples (type of wor
JRS), negative affectivity (NA), emotional exhaustion (EE), and the negative effect of that strain on customer orientation (CO) in the context
ranged in age from 23 years to 56 years, approximately 61% were female, 52% were married and the mean duration of their work was calc
ons. To date, little research has examined emotional labor in library work, even though strong evidence exists to suggest emotional labor is
simulation where
organizational theyeffectively
support acted as insurance
increases sales representatives. The work-sample task required interacting with a confederate acting as a
the positive
development of economy and competition among service providers, management of employees, feelings is considered as a vital aspect in
explores the role of emotion in this context from a critical feminist perspective, drawing on life history data from a study of the learning bio
ffect of job
equisites forfeedback wasrelations
harmonious tested using regression
between analysis
jobs and withlives,
personal a sample of 168
desirable nurses. Results
workforce showed
retention, that neuroticism
and better waschildren
outcomes for associated
andmofa
rk leadership, receive special attention. Guidelines for new organizational designs for emotional labor in child welfare are offered in conclus
chool psychologists in adopting emotional labor strategies. A sample of 120 Romanian school psychologists completed three self-report sca
onnaires, this study examines frequency of encountering difficult patrons, emotional labor, and degree of emotional exhaustion among uni
ty interns and their emotional labor to the best advantage, as the intangible performance of hospitality interns may influence organizationa
abora significant
ays on emotional exhaustion,
mediating and
role in thethe potential role
relationship of co-worker
between support
PC and OCB. Theinresults
moderating the
provide proposed
not relationship.
only some evidence byUsing a self-administe
which the nature o
d emotional exhaustion that emotional dissonance is likely enhanced. In the environments with longer working hours, employees' emotion
n a growing interest in the role that emotions play in the workplace (Fisher & Ashkanasy, 2000). Emotional labor is a key component of effe
tions in organizations, which places emotional labor at the midpoint (Level 3): the interpersonal level. We argue here that emotional labor i
ffective outcomes have been linked to burnout. Therefore, the current study seeks to investigate the extent to which emotional labor strate
staffthat
und to perform substantial
employee’s positiveemotional
emotionslabor wheninfluenced
positively providing public
serviceservices. These functions—which
quality. Service can include
quality in turn influenced workingdetection
Customer with difficult clien
er detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggesti
exploited under capitalist firms' surveillance and discipline. Little has been done to explain the multidimensional complexity of emotional la
de advantages
mple for a number
services-dependent
the services sector.economies. However,
The study reveals a lack
that ofexists
there integration of the
a positive andliteratures that explorebetween
a strong correlation the organizatio
the
tional Labor” and have the ability to create a greater impact on the psychological processes experienced by the employees in their respecti
eld, few studies have provided an integrated picture of how individual dispositions, perceived display rules, and emotional labor behaviors
hingsymptoms.
sive satisfaction and their use of two emotional labor strategies, i.e., deep acting and expression of naturally felt emotions, but it is not a s
ngative
striveinfluence
to improve onstressful
emotional work conditions,
exhaustion. develop programs
In addition, emotionalthat ease job-related
exhaustion stress, influence
has a negative and reduce onthe chances that
organizational depressive sympt
commitment, while
ustion. In addition, this study sheds new light on customer service management within the airline industry by examining flight attendants'
ontrolling perspective” of rewards, satisfaction from performing EL may be undermined by financial incentives, but based on a “valuing per
out an emotionally arousing work event with one’s coworkers) can attenuate the residual anger lingering after a taxing service episode. Par
r subordinates'
strategy, inpersonality moderated
turn, affected the above relationships. Using the questionnaire survey method, we collected data from 2
well-being.
lated to emotional labor strategies in other occupations that have different emotional requirements (e.g., negative display rules).
tional labor suggests that performing emotional labor results in both positive and negative effects on individual outcomes, such as job satis
onality traits on their emotional exhaustion in a mediating model which centers around emotional labor. Data were obtained from 798 tea
literature on salespersons' emotions has been largely overlooked. This paper establishes an integrative emotional labor process model to
th respect to airlines in particular. Thus, this study is to include flight attendants' emotional labor in the model and test its mediating effect
permarket
diates the employees.
relationshipResults
between showed that theemotional
empathyand 2 types ofexhaustion
ELS, surfacein acting andItdeep
teachers. acting, were
was assumed thatnegatively
emotionaland positively
labor can takerelated to JS,
two opposit
ring the research process. However, discussion on the management of difficult emotions has occupied a peripheral place within accounts o
ly true within the field of child life. Notwithstanding, retention and performance of health care professionals have emerged as national age
extends almost three and a half decades of emotional labor research into the study of entrepreneurship by proposing an Affective Entrepr
yees in the hospitality industry in India. Data were collected from 204 frontline hotel employees representing different departments. The r
nces. In addition, we offer recommendations to help librarians manage the emotional aspects of work and discuss implications of librarians
own and hidden from customers) influence emotional labor, but little research has examined the individual differences that make employee
mpromising their career. On a societal level, policy makers and religious scholars may consider findings ways to promote an enlightened int
customer
his servicesthe
study extends representatives
prior researchfrom cellular services
by examining and of
the effect banking sectors
employee of Islamabad,
emotional Pakistan was
labor strategies purposivelyemotional
on customers’ chosen for this study. aD
experiences
role of frontline employee creativity in the relationships between frontline employee’s emotional labor strategies and the two aspects of c
practicalof
strategy implications
service it
creativity and emotion
is negatively affected management in service
by surface acting. industry.
However, there are two gaps in the literature. The first gap is the
eration. Findings indicate that emotional labor strategies impact customer buying decisions
dings further reveal the tendency for community members’ use of technology features in stylizing and those
theirrelationships are mediated
posts to induce mindfulnessby in
custom
esired to make use of emotions of employees as well and they are desired and expected to keep customer satisfaction at maximum level. A
Jam, Mostafa Khomeini, payambar, Sarem and sherkate naft. 67 percent of the respondents were women and the rest of them were men.
ons for 29 instructors. Situated by the work of Acker, Jaggar, and Hochschild, we find contradictory themes of perceived instructional bias a
y data from a major high-tech manufacturing company in China that was structured into work teams. We found a positive relationship betw
d the mechanisms and boundary conditions of EL-service performance relationship. Based on the emotional contagion and the resource de
emotional labor strategies (surface acting and deep acting) on turnover intention through emotional exhaustion. The study also found evid
Conservation of Resources Theory, this study investigated the mechanism underlying the relationship between employees' surface acting a
receive lower compensation than formal employees, which might influence interns' motivation for service performance. In the present stu
he impact of emotional labor (i.e., surface acting and deep acting) on service employees’ emotional exhaustion. However, there is a lack of
spill over to life outside of work, even though a large body of literature examining the spillover from work life to home life indicates that wo
ministered to 338 family-style restaurant employees. The results showed that employees’ emotional labor was positively associated with em
a qualitative research method, this exploratory study reveals four situational and organizational factors that affect employees’ type of EL str
s of emotional labor generated in a Western culture may not apply in other cultures.
fitability, the topic has not been a major topic in hospitality research. Thus, this study aims to, provide answers to the questions “Why do h
er than what one is feeling. This, in turn, helps to prevent decreased job engagement. Third, ethical leadership does not affect the relations
al labor (EL) during instruction remains unclear. Thirty-nine German secondary teachers were surveyed about their EE (trait), and via the ex
nt in the care of vulnerable infants and families. The nature of this labor was contextualized within complex personal, professional, and org
the potential additive and interactive effects of job resources, namely job control, social support, and rewards. In the sample of 208 public
(emotional labor). Deep acting should enhance the positive relationship between prosocial motivation and performance, while surface acti
ofessional identity with the purpose of professional efficacy, it is not clear yet what are the motivational bases of this engagement. We asse
k is called emotional labor, which is a relatively new area of research in teaching. The main aim of this research was to investigate the type o
vice, can prompt employees to express feelings and emotions that are not genuine. Such ‘surface acting' has been found to create stress in
hace
EI. acting and deep acting, forms of emotional labor, on burnout, and the current study additionally showed support for applying COR the
tional labor and job-related well-being (i.e., work engagement, emotional exhaustion, depersonalization). Specifically, based on a social fun
acting is positively related to challenge stress; and hindrance stress mediates the relationship between surface acting and creativity.
on stress by practices
rganizational classifyingasdifferent kindsperception
employees’ of job stress caused by different
of organizational cognitive
support appraisals
is related of surfacing
to the way acting
they express andemotions
their deep acting, andcustom
during reveal
s an important antecedent of emotional labor. Further, the study contributes by exploring the mediation effect of organizational identificati
tisfaction. This type of emotional labor, called surface acting, is often necessary in public service work. In an effort to identify ways to reduc
149; health = 121), whose ages averaged 33.04 (SD = 7.86). Results of the hierarchical multiple regression revealed that job stress did not p
s,
redhotels
in tipas a service providing firms must be able to manage the emotions of employees in order to increase the quality of services and to
size).
ignificant for employees who were less engaged in emotional labor strategies. LMX moderated the relationship between NA and tips such
vestigate the relationship between emotion and activism in order to better understand the potential for using blogs as part of a sustainable
n) on the relationship between emotional intelligence and emotional labor. The results showed that the use of emotion (UOE) had the large
es in India hardly have a presence and just about 1% of studies have been researched empirically. This study tries to corroborate the emoti
companies ininTurkey.
ysmenorrhea The person-Job
call center fit scale,
workers were the organizational
1.88 (95% commitment
confidence interval scale andand
[CI], 1.07–3.28) the1.72
emotional
(95% CI,labor scale were
1.13–2.63), administered.
respectively. Res
The adju
een emotional labor and dysmenorrhea, are needed to support interventions to prevent dysmenorrhea that will further promote the quali
hic process,
e same and (3) an
associations emotional
were display,
seen among theeach
femaleinvolving five
workers levels of analysis:
(emotional within-person,
disharmony: between
OR=6.91, 95% persons, inemotional
CI=2.93-16.33; interpersonal exchange
effort: OR=2.2
e helpful for the prevention of fatigue.
artment in two public hospitals in China, respectively. Problem scenarios may cause nurses’ emotional dissonance, and nurses may respon
ve/negative display rules. Less is known about how public employees are affected by the frequency, attentiveness, and variety of emotional
fining
atisticsthe concept
(mean, of emotional
standard labor.
deviation, Forand
etc.) this, it gropes for methods for reducing conceptual ambiguity. Further, it arranges the concept of
he innovative job performance and deep acting; there is a positive and significant relationship between the natural feelings and task perfor
labor are explained and a framework of response levels is presented with strategies targeted to each response level: incident, training, sup
nation of the concepts “positive psychology” and “capital”. This study was aimed at an exploration of whether preschool teachers’ emotion
dary school teachers is developed. Research results: exploratory factor analysis shows that teacher’s emotional labor involves three dimens
de of customer-facing
onals, interactions
and do females report higherand
job how variability
satisfaction? in emotional
Surface labor across
acting involves these emotions
displaying situations that
may are
be detrimental to employees.
not felt, for example, Three
an EMS profs
ences in scale scores were practically or clinically trivial. However, the results also showed that for all EMS respondents, as surface acting in
tional labor on software quality. Accordingly, in this paper we examine the relationships among emotional intelligence labor and software q
of emotional labor with customers, this study attempts to demonstrate how individual¡¯s friendship network in an organization affects one
ly
s, has
the substantial
confirmatorynegative effects on
factor analysis of employee
which waswell-being,
conducted whereas
by Basımdeep acting has displayed
and Begenirbaş, has beenweaker
used asrelationships with
data collection employee
tool followingwell-be
the
the subdimension of Deeply Role Play and agree and absolutely agree for the sub-dimension of Natural Emotions.
ping
ses. in
Fora short time andthe
this purpose, benefit from working
personnel the social
infacilities
the 5-starthere. Employees,
hotels who
and holiday are obliged
villages to behave
in Manavgat, to the
Antalya consumers
were in target
set as the the way the com
population
tion of resources and leadership theories, we position and explain the temporally bound relationship between of emotional labor, emotion
acting in customer service encounters is positively and deep acting is negatively related to employees ego depletion which, in turn, is positi
acting (summoning up the appropriate feelings one wants to display) generally has positive outcomes. Unlike surface acting (faking emotio
h has accelerated, roadblocks, such as fuzzy construct conceptualizations, assumed but untested processes, and methodological stagnation
—to adhere to emotional expectations of their jobs. To date, researchers largely have considered how each strategy functions to predict outc
we call attention to the human costs of “service with a smile” requirements with little benefits. We first review the evidence showing that
orized that emotional labor can put high demands on self-control and diminishes limited regulatory resources. On the basis of this notion,
gulation, in ways directly raised in Gross's target article. Specifically, emotional labor research provides evidence for the “real-world relevan
essed emotions via two emotion regulation strategies: surface acting and deep acting. Despite dynamic theory on the topic, empirical tests
ccessible networks
nteractions. and secure
This research shedsfunds forthe
light on a wide variety
crucial role of
of projects.
employeeUsing a survey ofthat
job satisfaction crowdfunding project founders
can be an important in the culture
consideration industrie
to boost servic
o the ability to sense and regulate one’s own emotions as well as to sense others’ emotional state, while the latter refers to the exercise of e
l aviation industry. Based on in-depth qualitative data combined from two individual studies, we illustrate the processes by which white ins
s compared to women. Extending this concept, the current study examines how gender operates not merely to shield men from emotional
ied within a single framework. In particular, it was hypothesized that English as a foreign language teachers’ emotion regulation and emoti
mocratic attitudes and values within them. In addition, teachers should be in collaboration with the school administration, colleagues, paren
a were obtained from a survey of 230 flight attendants of a global airline company in South Korea. The results show that the emotional labo
eases or counteracts the horse’s capacity to facilitate relationships perceived by humans to be authentic. Video recordings of the human-ho
each emotional labor strategy relates differently to various health and job outcomes, such as burnout and job satisfaction. These findings a
.esurface
members of the
acting andopponents, theand
deep acting) referees, the media,was
job performance and significantly
other stakeholders.
mediatedToby
manage and express
job satisfaction. thesePOS
Finally, emotions appropriately,
significantly moderatedcoac
th
mance), especially in a collectivist society (i.e. South Korea). In addition, this study also confirmed the important role of POS based on the no
ut are managed in various ways by the professional. In an explorative qualitative case study at two Danish social services departments, we
ice orientation toward customers have attracted a great deal of interest in the hospitality industry. However, although the two concepts ha
tions the librarians were feeling were in contrast with the emotional expressions they believe their organization desires. Participants report
lights the role of emotion in teaching. A total of 703 primary and high school teachers in Mainland China were investigated regarding their
conundrum, and more is known about the U.S. context than other cultures. To sort through this in a Confucian culture, we investigate how
egies of surface and deep level acting and burnout for accredited social health activists (ASHA workers or ASHAs).Emotional labor and burn
f emotional labor, we critically explore how children become enrolled in such initiatives. Specifically, we focus on the emotional geographie
up four aspects about teachers’ emotional labor: the definition of the concept of emotional labor, teacher’s emotional display rules, teach
psychological capital. Emotional labor is defined by Hochschild as control of self emotions at work by workers who have a high degree of co
a research is conducted with the aim of exploring the relationship between the sub-dimensions of psychological capital and emotional labo
ces while
fining gatheringofthe
the concept news and
emotional agreed
labor. they do indeed
In addition, engage
in existing in emotional
studies, deep actinglabor,
andsuppressing impulses
surface acting of sympathy,
are highly related topity and guilt
a positive to ach
outcom
canjob
nd easily trigger aand
satisfaction positive non-tasktobehavior
the intention such
quit. The as OCB,role
mediating negative
of jobemotion thatinemployees
satisfaction experience
the relationship through
between excessive
emotional workload
labor and theor u
inte
on. In addition, job satisfaction significantly mediated the relationship between emotional labor and the intention to quit.
cial behavior and emotional burnout and desensitization; emotional labor and deep behaviors and desensitization; and feeling of personal
tional labor and conflict management. Emotional labor theory is concerned with employee’s display of emotion in the workplace while con
rategies of deep acting and surface acting which have differential relationships with work exhaustion.
bul. According to the results, the mean score of the scale was 3.01±0.51 in total, 1.68±0.69 in superficial acting dimension, 2.86±1.24 in dee
onal labor on supervisors and the study of supervisors’ emotional labor on subordinates. Finally, the paper identifies several future researc
nd China were recruited for this study. Bivariate correlation showed that both deep acting and the expression of naturally felt emotion wer
no Hotels are growing as part of the hospitality industry in the world. In the Asia-Pacific region, Macau has become the largest gaming desti
ive negative influence on their organizations. Therefore, this study set stress coping strategy and social support as moderating variables, gr
ers' guanxi
inese withemployees’
services personnel officials. Participants
psychological capital were 165 personnel
influence officials andwork
on counterproductive 490 teachers
behavior,from Taiwanese
and explore thepublic elementary
mediation role of and junio
emotiona
terproductive work behavior caused by psychological capital timely and effectively.
nalysis. In addition, whether psychological capital exerted a mediating effect on Job Involvement was investigated. The results show that “d
nsive research has been conducted to understand the nature, consequences, and antecedents of emotional labor. The conceptualizations o
tegies in enhancing long-term customer relationships (i.e., customer intentions to build long-term relationships and customer loyalty). We
the impact
rvey of emotional
was administered laborData
twice. on job
wasperformance (Duke
collected from 788et al. 2009) and
employees whosuch
workpaucity is aggravated
in service if we consider
industry. Hierarchical samplesanalyses
regression from China. Co
g and customer-directed sabotage, and social sharing of emotion has an important mediated effect between deep acting and customerdire
analyzed using descriptive statistics, Pearson’s correlation coefficients, and stepwise multiple regression analysis. Significant positive correl
as taken center stage, most of these analyses have focused on “riots” and “protests” without much consideration of the emotional and cog
dings. For this aim, a survey is applied to travel agency workers which is one of the emotional laborintensive jobs. According to the results o
erformance evaluations
dimension scores that capture
on emotional labormore than a standard
and progressivizm, set of knowledge,
existentializm, skills, and abilities.
reconstructionizm The paperscores
sub-dimension focuses
on on the experience
emotional of e
labor depen
who selected surface acting were shown to suffer more emotional exhaustion and have less affective commitment, which generated a low
xhaustion and affective commitment as the motivational mechanisms through which emotional labor strategies influence service employee
ple who perceive high expectations to express positive emotions at work are likely to make efforts to internalize their display of positive em
In this study we proposed and tested the role of emotional labor strategy as a different mediating mechanism through which frontline em
ork. However,
emotional this
labor ideology overlooks
expenditure the fact
might create. As that lawyers
a result, who work
a significant in settings
positive that feature
correlation highorganizational
between client contact citizenship
often laborbehavior
under very
andemo
em
rganizational citizenship behavior has a positive impact. In other words; it can be said that organizational citizenship behavior affects the fu
In a large, occupationally diverse sample, results indicate that occupational EL requirements are positively related to job satisfaction, wher
ects. We address this area but from a different perspective â that of the labor practices involved in taking crowd work as a form of work
tionship between surface acting and absenteeism and the moderating role of surface acting self-efficacy. Drawing on resource perspective
NCAA Division I coaches who completed questionnaires measuring affectivity, the forms of emotional labor, emotional exhaustion, and em
ontline employees in the government sector. A questionnaire was designed and distributed to 625 frontline employees working at service c
wing on the job demands-resources (JD-R) model and the literature on positive work environment, the indirect effects of perceived distribu
plying the emotional
traits account laboraspects
for various conceptoftowork
Donavan and his associates’ 2004 study about the relationship between CO and job satisfaction, this
he impact of emotional labor (i.e., surface acting and deep acting) on service employees’ emotional exhaustion. However, the empirical exa
ment of emotional expression in the workplace. Specifically, the study sought to (a) deconstruct the stressors these special educators percei
rovides empirical evidence regarding what contributes to job satisfaction or burnout in these workers. Among several latent variables, this s
of 315 frontline employees in Taiwan support the concept that different forms of emotional labor have distinct patterns of relationship wit
emotional intelligence (EI). Thus, airlines endeavor to recruit flight attendants with high EI and also conduct continuous EI training even aft
lay rules and power, tenure and gender were hypothesized to influence the extent to which college faculty labored to provide “service with
d withthe
affect previous work atCOB.
task-oriented conventional, hierarchical
In terms of organizations.
the moderating effect of First, some
JI, JI was emotions
found notpositively
to relate allowed intoconventional workplaces are
the EPE, patient-oriented fullyand
COB, pert
ally
m a that a relationship
practitioner exists examining
standpoint, among EL, the
COB, and JI in nurses.
relationship betweenThiscustomer
study contributes to the
participation andrelated literature,
emotional labor enhances
is of greatthe knowledge
importance of ho
given t
ment. This research also shows that understanding how service employees’ CO moderates the effects of customer participation on beneficia
ersity of California Press, Berkeley, 1983) have been theoretically discussed, empirical research on their relation is lacking. We examined th
within a unique context – West Texas Baptist congregations. Using a sample of 40 Baptist pastors, we employed survey research methods a
rement. In the UK’s long-standing national healthcare system, revelations of several years of neglect and poor oversight at one hospital mig
ults indicate that the two cultural groups interpreted smiling and direct eye-gaze similarly. Although a smiling face elicited positive emotion
mpleted measures of deep acting, surface acting, adaptive selling behavior, and job performance. The analysis results showed that salesper
kers are expected to display certain emotions in the course of their work, a phenomenon known as emotional labor. However, little is know
hered to company restrictions, but the research identified differences between Korean and Japanese salespersons in terms of their emotion
ntorship) boost engagement.
ce. Methods/Statistical Moreover,
Analysis:The the resultswere
participants suggest that thewithin
382 nurses commercialization of human
five years of clinical feelings
career still remains
who had an important
a registered topican
nurses license fo
otional labor, turnover intention and burnout. The variables significantly affected by resilience were emotional labor (F = 17.30, p<.001), job
ELS revealed good reliability and validity in the samples, the psychometric properties of the screening tool should be confirmed in further
leagues, which at times may leads them to pretend positive emotions and feelings; hence suffer emotional labor. Emotional labor is a new
were conducted with customers to examine participation during shopping as well as customers’ awareness of their service employees’ be
what may stand between surface and deep acting is workers’ ability to claim the kind of socially valued role that makes their enactment of e
Therefore, we propose a method called emotional cyborg that substitutes human-emotional representation with the use of attachable dev
data were collected from 236 hospitality management students in a southern university in Turkey. Employee-focused emotional labor cont
fulness—with its principle of grounding attention in the present moment—has been shown to have powerful and positive effects at both t
attention
ood has beenLow-income
provisioning. paid to the women,
differingemployed
audienceswomen,
and demands
youngerof restaurant
women, and servers
women in the
withfront- andwere
children backstages and the
more likely ways these
to report spac
negative
emotional carework in their food provisioning. This research also confirms that considering intersectionality can be important to understan
d regulatory fit, we propose (a) that deep acting represents an activation-oriented regulation strategy and surface acting, an inhibition-orie
tation and perceived service quality were also found to influence customer loyalty intention. The implications of the findings for
motions they do not actually feel or try to make themselves feel an expected emotion. To manage feelings, individuals may use cognitive, bo
the relationship between employees’ emotional labor at work and their spouses’ perceived family quality by focusing on the mediating rol
g this relationship. Through this study we also respond to the call for understanding the role of emotional regulation in entrepreneurial pro
ard technical skills, their soft skills are often underdeveloped. Soft skills make up a significant portion of emotional labor competencies, a c
tional responses to these stressors or the consequences of such behaviors. This article presents novel findings from two studies examining t
es. The results show that surface acting in customer service encounters is positively, and deep acting is negatively, related to ego depletion
n was taken into account both as an antecedent (at the start of the work shift), and as a consequence (at the end of the work shift) of emo
esearch aim a semistructured interview design was adopted. Specifically, eighteen professional sport medicine and science staff provided in
ervice context. A sample of flight attendants working for one major airline company in South Korea participated in this study. The flight atte
boxing coaches offers insights into the increasingly rare experience of adult male mentorship for low-income young men of color. Data for th
cal education teachers. A total of 613 high-school physical education teachers from 47 states across the United States completed online qu
d with depressive symptoms and work-related musculoskeletal disorders in call center workers. A cross-sectional study was conducted with
ation
llanceofand
service quality.(p
monitoring Of<the manyamong
0.001)” factorsthe
affecting turnover of
sub-categories intention, thislabor
emotional research
werefocuses on emotional
significantly high and labor and organizational
indicated “at-risk” levels trust.
of em
e violence among the toll collectors.
oyee within the call center department in the three major telecommunication companies in Jordan. After distributing the questionnaire of
g survey method. Data were collected from 266 teachers working in Siirt Province, Turkey. The results show that teachers have high levels
s, and teacher efficacy. The results from a sample of 1115 Hong Kong primary school teachers showed that surface acting played a dysfuncti
fferently according to culture, gender, race, ethnicity, class, and more. This paper considers from a philosophical perspective entering and in
plore how health
nformation care employees
technology interpret
systems, do not. personal grief related to patient death, drawing on interviews with 12 health care aides and 13 n
w level of role ambiguity and a high level of overall job performance, but also reported high emotional exhaustion. As results, if the cabin c
diating roles of work-life balance perception and job satisfaction. Referring to emotional labor theory, this paper examines these interconn
researchers experience their fieldwork, but as part of critical methodology itself. We identify three strategies for transforming our emotion
of emotional intelligence on the health-detrimental strategy of surface acting and the health-beneficial strategy of deep acting and genuine
wo-point, time-lagged study of 263 employees and 690 customers reveal that both P–J and P–O fit relate positively to deep acting and nega
cale (INDCOL), the Emotional Labor Scale and the Maslach Burnout Inventory. Filipino employees reported significantly greater allocentrism
ems more appropriate, yet we challenge its emancipatory tale digging into the lived experiences of Dominican resort workers.
er the notion that service interactions are actively influenced by customers as well as employees, a gap in the literature is filled with the ap
customers. Its outcome can be beneficial for customers, employees and organizations, thatâ€™s why airlines want attendants to smile and
or strategy selection and its reluctant variables (antecedents and consequences). Results indicate that the frequency of using deep acting i
or in the service delivery in addition to their physical performance based on the fact that customer satisfaction is directly related to the emo
in this case the sideshow carnival. The sideshow carnival metaphor helps to explain how emotional labor can be used to avoid situations o
effects.
nd patients
Scale and patients'
for teachers are usedrelatives. More astudies
to investigate surveyare
of needed to be
710 college conducted
teachers at the oncology
in Shandong departments
province. The resultswhere the use
show that of emotional
college teacher islab
ap
bor and mental health. Emotional exhaustion fully mediates the relationship between surface acting and mental health and the relationsh
blic service motivation (PSM) and customer service behavior, and the mediating role of emotional labor (i.e., emotional regulation strategie
ness employees. A total of 217 participants completed the questionnaires measuring their level of emotional intelligence, surface acting, d
ially the casino service sector. The objective of the current study is to examine whether casino frontline employees’ perceptions of surface
fined as the work of managing one’s emotions and emotional expressions so as to align to the expectations of the job or profession. In this
dual deep acting with perceived team support and extra-role behaviors were conditional on the level of peer deep acting in the team. The p
tionship with the salesperson differently. Specifically, not all dimensions of salesperson’s EI is found to be positive, and only salesperson’s au
d job burnout and emotional labor among physicians, empirical research on the association between job burnout, emotional labor, and cli
labor and turnover. In the present study, supervisors' levels of communication are posited to affect the interactive relation between expre
vestigated. In this model, job burnout (exhaustion, depersonalization and lack of personal accomplishment) is a dependent variable; person
emotional labor towards employees’ burnout with concentrating on the mediating role of job stress. Present study tried to explore the de
d to explore the associations of these stressors with depressive symptoms among women sales workers at a clothing shopping mall in Kore
e more likely to recognize stress or burnout due to emotional dissonance between what they really felt and what they had to express to co
ectors. Behaviors that are defined as emotional labor, sometimes the structure of the organization, sometimes the demographic character
onal labor to explore the importance of discourse mediation and affective labor to DH and the interplay between these areas and academic
and when
tion: qualitative techniques
less used. The population
detrimental of the
to employee study wasWe
well-being? comprised of 280
investigate howteachers
rewards(266 for as
as well quantitative,
valence and14expectancy
for qualitative
of d
ction for people in different professions. Our research provides multiple avenues for future research.
e nature of feedback mechanisms which condition both providers and consumers to perform emotional labor during service encounters. U
tly and indirectly via emotional labor strategies, i.e., deep acting and surface acting. The results reveal that psychological capital moderates
t overall perceptions of display rules relate positively to daily deep and surface acting. Daily surface acting was expected to relate positively
tions (b) examining the requirements for SMSs to enact emotional labor as part of their professional role and (c) building upon other innov
ry. Many work positions require employees to demonstrate enthusiastic responses to customers, partners, or directors; however, these req
For workplace violence, depressive symptoms were high for the group at high risk for the “experience of psychological and sexual violence f
y participated in the study. The participants were asked to fill in the Leadership Function Scale and Emotional Labor Scale during the study.
stry necessitates emotional labour. Stoke is surf vernacular for a clustering of feeling thrilled, joyful, pleased, happy, optimistic, excited and
cifically in communication studies. While a paucity of literature on this topic exists, I explore how a neoliberal agenda creates an expectatio
ation, may improve management of emotions in teaching and improve their well-being.
nd service sabotage through employees’ emotional labor strategies toward customers. Moreover, this study examines whether perceived su
tudy explored two samples. Forty structured in-depth interviews were conducted, 20 with hospitality employees and 20 with customers, el
cial information-processing theory, we examine whether and how a servant leadership style influences employees’ emotional labor. Using a
ng PPCS is extremely difficult because of what the PPCS symbolizes to families and the emotional labor that the provider must manage in i
co-constitutive effects of agency and emotion for language teachers or the role of emotion labor in producing emotional rewards. This artic
cannot be met and may trigger emotive dissonance and self-alienation. However, following social identity theory, we argue that some effec
elated to employee job reactions [and job related well-being in 90 restaurant table servers
al type of labor -- namely, emotional labor -- to facilitate the interaction. This study demonstrates that emotiona1labor is both he
uinely felt. Through this framework, the article then presents a series of propositions about the organizational-, job-, and individual-level ch
tion attorneys and paralegals, analyzing the gender differences in emotional labor performed by male and female attorneys and paralegals
ility in Israel, the authors found that counselors labored to display aspired professional feelings despite the absence of memos, protocols, o
st, research and administration

pensated. Aside from differences in the propensity of women and men to engage in different activities and the gendered reward structure
e consequences of the demand for emotional labor can be mitigated when workers both identify positively with their work and have a stro
ceived job autonomy, task variety, trait positive and negative affectivity, gender, organizational commitment, co-worker social support, type
d listening to the parents. I use the work of Arlie Hochschild (1983) as a basis for explaining the emotional labor that nurses perform when
y is increasingly perceived as one of an important key to their success in overseas assignments. It not only offers assistance in adjusting the
ntervene to minimize its unhealthful consequences among employees. We also attempt to reconcile the findings with some of the related
otive effort, a construct never before identified in the emotional labor literature; and emotive dissonance, an acknowledged dimension tha
g from most treatments of emotional labor, this article features workers who not only suffer through, cope with, and resist emotional labo
tional labor involved in serving difficult customers is detailed and significant consequences for the organization are considered. Some of the
d a focus on retail service. The present study extends this body of literature by casting emotional labor as cultural performance and by app
two Midwestern universities were asked to make a brief presentation in front of a camera for a "film project". In one condition participants
(not job characteristics) found in the existing emotional labor research. This definition was used as the basis for a more valid measure than
nd physical culture, suggesting how the structure and organization of personal training impacts upon how fitness is sold. Drawing from inte
diture of resources on worker burnout depends on the more immediate rewards of the service encounter and the application of internal an
identified three themes in their interactions with clients that increased their likelihood of engaging in emotional labor: the clients' emotion
he control
ort) group
associate in this study
positively with consisted of 150and
job satisfaction employees (90with
negatively officers in Seoul
emotional and 60 manufacturing
exhaustion. workers
Genuine acting in Incheon)
(low emotive who werewas
dissonance) notfoun
exp
on these significant research findings, detailed theoretical and practical implications were discussed.
reflects on a pilot study conducted to test the project's methodology. Piloting the methodology was found to be particularly useful in estab
nts, expressed and felt emotions, well-being, and performance on 537 occasions and completed questionnaires containing individual and o
otional display rules are continuously compared. If a discrepancy between emotional displays and display rules is detected, individuals are p
motional labor, a potentially deleterious phenomenon. We review three mechanisms by which emotional labor can create worker alienation
s). Outcomes of emotional labor include job satisfaction and customer service performance. A total of 318 employee and supervisor dyads
e Discrete Emotions Emotional Labor Scale (DEELS). This conceptualization and operationalization of emotional labor departs from existing
asks that
mands require
and wagesthe emotive
at the work thought
occupational level. natural
Theoriesfordescribing
women, such as caring,effects
the expected negotiating, empathizing, smoothing troubled relationship
of job demands
cal skill, and perceived emotional labor at time one. Job-induced tension and political behavior were gathered two months later. Results ind
en little addressed. This study describes the findings from a 3-year ethnographic case study of an elementary-school teacher who participat
stores to call
ierarchical centers,
multiple completed
regression wasa used
126-item survey.
to test Correlation and regression analyses were conducted to test the proposed hypotheses
the hypotheses.
nsupported hypotheses revealed direct main effects of emotional intelligence on some outcomes. A discussion of the results includes an ev
de be either
social oppressive
place. or liberating,
Exploratory it didconducted
data analyses not theorize emotional
further labor
examine as having
these simultaneous
relationships oppressive
and point out the and liberating
importance ofqualities.
the sex ofThis
thestud
emp
nal labor has an impact on their behavior and consequently the quality of service provided. Emotional intelligence is said to include the ab
acting, deep acting, and the expression of naturally felt emotions. Results supported a three-dimensional structure separating deep acting,
esearch and implications for the medical community.
rface acting, deep acting, and positive affective delivery at work, such that the relationships were strong and positive when commitment to
model separates behaviors, emotional states, and situational demands. In addition, we suggest that the construct of perceived emotional d
tive set of emotional expectations for guides, which they attempted to manage using a variety of strategies. While guides came to see thei
intelligence and the nature of job requirement (i.e., emotional labor) have an interacting effect on job satisfaction. Using a sample of 307 r
n the Atlanta fashion industry, the authors examine how they do the former and why they do the latter. They manage their bodily capital by
d the mediating role on the frequency, nature, and effects of emotional labor played by personal- and job-variables, such as Emphatic conc
played coworkers working side by side as customer services representatives for a simulated software organization. As part of their roles, th
al challenges presented by difficult patients, laboratory managers expect phlebotomists to perform their duties in a consistently efficient an
ence. This paper addresses thi.\· gap in th e literature by in vestigating th e moderating effect of em otional intelligence tilt th e emotional
ticity of their emotional labor display on customers' emotional states and, subsequently, on customers' assessments of the service interacti
o either interactionally fair or unfair customers. Results showed that unfairly treated participants engaged in higher levels of EL and found it
ate the scale's reliability, factor structure, and validity. The internal consistency coefficients from the three studies, ranging from .69 to .88,
ntary assessment of a sample of cheerleading instructors. Results suggest that surface actors can regulate emotions effectively on an episo
he effects of emotional labor in a bureaucratic workforce over time. Multiple regression results show that organizations with more women
associated
ns—is laborwith emotional
intensive and isawareness.
required ofEmotional intelligence
many public did notifadd
service workers theytoare
thetoprediction of va-riance
perform their in The
jobs well. emotional
authorslabor beyond situatio
hypothesize that rati
the extent to which they fake their emotional displays. The results generally suggest that collectivism, both vertical and horizontal, is assoc
how customers
13-item experience
emotional and was
labor scale reactrefined
to emotional displays
to 9 items. Two of service were
subscales employees. Thus,5we
delineated: expand
items currentsurface
measured emotional labor
acting andresearch which
4 items measu
hould be conducted.
al labor by instructions before watching emotional (most sadness and pain) eliciting film, while emotional consequences in subjective repo
mined the ways that individuals can regulate their emotions, this research typically is not grounded in theories of the emotion generation pr
X did not affect EPAD directly; EX influenced surface acting positively but did not affect deep acting; surface acting negatively and deep acti
s between
istics emotional labor
from organizational strategies
insider and theand
interactions, personal outcomes
provide of emotional
two studies exhaustion,
to compare affective
the frequency andwell-being, and job
strain of verbal satisfaction.
abuse Fema
from customer
uirements, and (2) predicts emotional exhaustion over and above insider verbal abuse, regardless of emotional labor requirements. The au
strain at the start and at the end of a work shift. We also tested the mediating role of emotional dissonance between emotional job deman
yzes how one group of abortion clinic workers negotiated the difficulties associated with emotional labor in ways that allowed them to ach
ology” (Laible, 2000) to explore the paradoxes of being a feminist teacher and a scholar and constructing a life, and examines the emotion
blic organizations, we argue that male public servants will experience more intense emotional labor processes because they have less capa
rganizational commitment.
service providers’ surface acting. Employees ohigh in neuroticism are more likely to fake their emotional expressions (surface acting) when
customer justice were found to interact with individual differences in perspective taking in the prediction of surface acting such that the n
he least; (b) surface acting had deleterious effects on teacher burnout and satisfaction, but deep acting and authenticity had positive effect
high level of emotional resources (indicated by high emotional intelligence) are more likely than others to deep act, and individuals with c
itation. Results indicated that surface acting was related positively with time-, strain-, and behavior-based work-family conflict and was ass
er performers. The study traces how performers do this physical labor and the social consequences of such work. The findings demonstrate
n doing so, we first review the key terms and definitions that are used within the emotion management perspective and evaluate the ways
Texas high schools completed measures of emotional exhaustion, emotive dissonance, emotive effort, communication symmetry and inten
er intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call center. To weaken emoti
rience for customers. The practice of emotional labor in an unsupportive work environment produces work-related stress, which has a wide
motional contagion, both defined shortly. Investigating agents’ accounts may generate new insights into the role of emotion in service wor
mployees, little is currently known about the factors involved in the employee’s decision to engage in the emotion regulation activities of eit
nd increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient management of call cen
spersons who were selling clothes, cosmetics, shoes, leather products and accessories in department stores located in Kwang-ju city during
ulation and recent sociological theorizing about the structure–culture distinction. Theory and research on emotion, and particularly emotio
ollow such transgression
management systems thatand the manners
delimit in which
and prescribe they“feelings”
proper are managed.
for teachers as well. Current educational
de with suggestions for eliciting and nurturing teacher narratives that speak to their emotional labor.
satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to bu
ful in work-related issues and personality attributes that can enhance efficient job performance of the administrative workers. Thus, this stu
has good consequences on subjective well-being whereas surface acting has bad consequences on subjective wellbeing. The goal of the re
nal labor strategies of deep and surface acting differentially influence customers' service evaluations and that customers' accuracy in detecti
ning the differential effects of deep and surface acting on job satisfaction and emotional exhaustion via their asymmetrical influences on m
d research on emotional labor with a particular focus on its contributions to sociological understandings of workers and jobs. The sociologic
play rules, together with the type of display chosen, combines to impact the leader's felt authenticity, the favorability of follower impression
participants responded to a survey that measured emotional labor strategies, emotional exhaustion, and turnover intentions. Results show
ir/unfair customers as well as observed face-to-face service encounters between their coworker and fair/unfair customers. Results indicate
efined as “the management of feeling to create a publicly observable facial and bodily display.” Some recent studies have discovered the em
or/outcomes relationships.
nd child care workers – were POS attenuated
sampled, the negative
and thus, effects
the findings mayof not
the generalize
emotional to
labor/job satisfaction
other types and emotional labor/performance r
of occupations.
words how social work ers, 911 operators, corrections officials, detectives, and child guardians experience their work. These interviews rev
ily interference.
an important mediator between emotional labor-work-to-family interference.
p acting and expression of naturally felt emotion. Positive affectivity and EI interacted with each other to influence the adoption of various
onal deviance could be considered as one of the emotional labor strategies. Th e developed 20-item self-report scale’s validity and reliabilit
er service users, consumer-provider colleagues, and non-consumer coworkers. Absent organizational supports, these providers can experie
tional labor, the qualities of “deep emotional masking” and “multiformity” have a significant predictive effect on emotional exhaustion.
dult prisons: two male establishments and one female. In phase 2 of the study, two of these nurses entered into a supervisory relationship
ictory discourses the nurse engages with internally, and is referred to as the “intranurse” relationship. This relationship involves on-going in
e practices (recruitment, selection, socialization and training, performance appraisal, and reward systems) can reduce emotional exhaustio
ve examined
s were the moderating
formulated. variables affecting
Emotive dissonance resulted the relationship
in higher between
levels of emotional
emotional labor and its consequences in order to solve symptom
exhaustion.
mplications for future research are also discussed.
dback is a vital mechanism by which leaders impact followers’ perceptions of the feedback environment (Steelman, Levy, & Snell, 2004) an
n the effect of surface acting on emotional exhaustion. In closing, this research suggests that there are also positive
acting, andon
sed solely expressing
employeenaturally-felt
mental health emotions).
outcomes.Consistent withstudy
The present our expectations,
was designedwe found that
to replicate age wasresearch
previous positively related
linking to the use
customer of de
incivility
nal labor, strain, and performance. Goal of the present study was therefore to test the direction of effects in a two-wave longitudinal panel
nstitutional and cultural forces that are likely to contribute to burnout. This study examines the variety of ways self-processes, societal and
motional intelligence is also examined as a moderator of the relationship between emotional labor and affective responses to work and fam
onal
he labor to argue
organizational that individual
member providesdifferences in customer
a service such orientation
as restaurant patronswill directly
(e.g., and the
servers), indirectly relate (e.g.,
community to these acting strategies in respons
ective can be correct yet incomplete in its assumptions. We aim to show how future research in either camp
on facilitation, emotion understanding, and emotion regulation, as in Mayer, Salovey, & Caruso’s [2000], four-branch should more specifically
EI model). Doingconsi
so re
ether gender would moderate the association between age and emotional labor strategies. Correlation results showed that age was related
ployees’
nguished,self-monitoring moderated
basic deep acting the relationship
(BDA), perspective takingbetween customer
deep acting mood
(PTDA) and employees’
and positive emotional
refocus deep actinglabor perception. Additionally, wh
(PRDA).
comes such as performance, health, and antisocial behavior and that these effects differ in shorter- and longer-time windows. We discuss t
equation modeling. Results indicated that (a) emotional intelligence was positively related to deep acting and satisfaction with life and neg
oyees' well-being. Within the context of the Malaysian hotel industry, this paper discusses the concept and consequences of emotional lab
the original article, there were errors in Figure 1: "Emotional Labor" was incorrectly labeled as "Emotion Labor" and "Emotion Regulation"
nces related the
n moderate to health. Emotional
relationship laborsurface
between through dissonance
acting created by surface
and depersonalization. Theacting and/or the
relationship will effort required
be strong whilefor
jobdeep acting creates
commitment a sa
is high,
individual differences play an important role as pre-requisites of emotional labor, thus mediating the effect of emotional dissonance on lev
as a positive correlation with dedication, and emotional strategy has a positive correlation with all the three dimensions of job engagemen
d that service training (ST) influenced emotional labor (EL) positively; frequency of contacting difficult customers (FQ) affected emotional l
deep acting. But unconsciousness has positive impact on the surface acting and the variety of emotions required to be expressed. The em
ps between servant leadership and both wisdom development and emotional labor were found. Regression analyses indicated that servant
bstantial relationships of emotion–rule dissonance and surface acting with indicators of impaired well-being (ρs between .39 and .48) and
level beliefs. Additionally, controlling for the influence of dispositional affectivity, individual-level display rule perceptions, and emotion reg
ched surveys. Results of hierarchical linear models revealed that affective states worsened when employees engaged in surface acting but
recruited.
about theirResults
use of showed thatdeep
surface and PsyCap was related
acting. to emotional
Their responses werelabor, burnout,
matched and job satisfaction
with supervisors' in overall
ratings of the hypothesized direction.
job performance andFurtherm
organiz
were collected from multiple sources to avoid common method variance, the design was cross-sectional, which limits the authors' ability t
and organizational citizenship behaviors. Using structural equation modeling it was found that emotionally unstable individuals tended to s
on moderated the relationship between emotional labor and work engagement: Workers with high emotion recognition engaging in emoti
bute to explaining variance in burnout (emotional exhaustion and depersonalization). In a sample of 102 married, female Malay teachers, w
s a blanket factor, has been overlooked thus far. The aim of this study is to measure the complex relationships between emotional labor an
b satisfaction, burnout, and mental well-being in the expected directions. POS moderated these relationships such that POS was related to
perform emotional labor. Theoretically, performing emotional labor will generate emotional dissonance. In this sense, if teaching involves e
ortant components of people’s lives that continue to inform their feelings, thoughts, and behaviors while at work. Accordingly, we review th
n, and affective commitment. The sample of 598 included 71 instructors, 177 assistant professors, 168 associate professors, and 182 profes
hereas display rules, opportunities to display various emotions, and frequent, intensive, and long time contacts with customers are signific
itive emotions of Dutch trainee police officers (N = 80) during an interaction with offenders on perceived authenticity and perceived perfor
lyses were performed and the significance of indirect effects was computed using bias-corrected bootstrap 95% confidence intervals. Resu
e’, beinglabor
otional judgedof for appearance,
researchers personal
in the decorum,The
social sciences. communication skills,
second part of this and emotion
paper management
discusses in addition
a doctoral research to investigates
that productivity.the
Theemotio
objecti
lly desired emotions, whereas surface acting refers to the change of emotional expression without facilitating the change of inner emotion
elopment of optimal learning conditions and establishment of positive, pedagogical interactions in the classroom (O’Connor & McCartney, 2
control of these feelings, emotional intelligence of an employee affects his/her individual business success as much as his/her individual p
hdrawal, turnover intentions, as well as decreased employee health, job satisfaction, and performance. Results suggest the extent to which
ew approach accounts for effort profiles associated with different types of emotional labor. Consequently, three distinct categories of emoti
tive. The present chapter proposes a conceptual model that describes the antecedents and consequences of team-level emotional labor. W
confined to private service companies, as public sector services, such as local government and health care, increasingly mimic the competi
n and higher work withdrawal, while deep acting was associated with higher job satisfaction, and affective states generally mediated these
. Results show that Neuroticism was associated with less job feedback, more surface acting, and less deep acting; while feedback was positi
positive relationship of both perceived organizational support and perceived external prestige with the way in which employees perform em
ppropriate feelings consisting with the job requirements. Emotional work is an important factor that influences the job performance and o
ation
bute strategies on the
to explaining relationship of emotional labor with employee self esteem when the customers are in two basic moods i.e. angry an
variance
the relationship between emotional labor and burnout. However, no moderation effect of work–family on the SA–burnout relationship wa
n of resources (Hobfoll, 2002) and ego depletion (Muraven & Baumeister, 2000) theories, we propose that this creates a resource loss spira
job satisfaction. Thus, this study investigated direct and indirect effects of employees’ EI on two different forms of emotional labor (i.e., em
ustice), and thereby influence the affective (negative emotions), attitudinal (job satisfaction), and behavioral (emotional labor, service quali
ting process between abuse and conflict. Using a sample of 328 individuals working fulltime we examined both the direct relationship of ab
ion and empathic concern. It also examines the impact of emotional labor on job satisfaction and exhaustion. The results confirmed a two-
e in their use of surface acting reported lower levels of job satisfaction and higher levels of work withdrawal. Self-monitoring was positively
ying discordance versus congruence in felt versus displayed emotions. Meta-analytic results from 109 independent studies (total N = 36,61
but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additi
pe of motivational
with surface servicep<.01).
acting (r=−.20, motivation (PSM), this
Self-Emotion article assesses
Appraisal was foundhow PSM and its
to influence jobthree dimensions
satisfaction both (attraction
directly andtoindirectly
policy makth
er to the home domain, and that surface acting at home, in turn, would reduce individuals' levels of well-being. Moreover, we predicted cro
ationship. Using a self-administered survey questionnaire, data were obtained from a total of 137 hotel workers. Findings on the conseque
ces emotional exhaustion; deep acting negatively influences emotional exhaustion; automatic emotional regulation, however, has little sign
g rules shape service interactions. Despite branding that promoted prideful appreciation for “Real” bodies, the influence of these body-acc
prestige and emotional labor strategies among the pharmaceutical representatives in India. Drawing from the social comparison theory and
utcomes, EMS stakeholders should consider facilitating mentor and/or peer support group programs to enhance the development of strong
f the three samples (type of work, community size, gender) indicate representativeness to previous cohort samples of nationally certified E
er orientation (CO) in the context of the emotional labor (EL) of frontline employees in the hotel industry. Data were collected from self-adm
n duration of their work was calculated as 8.33±6.65 years. No statistically significant difference was found in the emotional labor and burn
sts to suggest emotional labor is a key component of many library jobs. Research on emotional labor shows that there can be positive and
g with a confederate acting as a customer. Departing from previous emotional labor research, we examined display rule explicitness and su
is considered as a vital aspect in providing services to customers and influences organizational out comes. Thus service organization, based
from a study of the learning biographies of more than 100 adults across the United Kingdom. The discussion is informed by analyses of da
t neuroticism
tter waschildren
andmore withWhat’s
families. surfacemore,
acting, and less with
specialized both deepforacting
interventions andemotional
positive job feedback;
laborjob feedbacka fully
constitute mediated the
key component in rt
ild welfare are offered in conclusion.
completed three self-report scales on emotional labor. Results showed participants adopt a distinct strategy when regulating negative emo
motional exhaustion among university circulation librarians in Taiwan. Meanwhile, the current study also analyzes effects of circulation libr
erns may influence organizational citizenship behavior. It becomes an important lesson for the hospitality industries on how to effectively s
ationship.
evidence byUsing a self-administered
which survey questionnaire,
the nature of PC affects OCB but also a data were obtained
theoretical frameworkfrom
forainvestigating
total of 137 hotel workers. role
the mediating Findings oninthe
of ELS theconseque
relations
king hours, employees' emotional exhaustion in service industry is likely to get more serious. Emotional dissonance therefore would be inc
labor is a key component of effective job performance, job satisfaction and employee well-being. Arlie Russell Hochschild, in her book “Th
rgue here that emotional labor is a complex construct that can be viewed from different levels of organizational analysis. For example, it ca
t to which emotional labor strategies result in burnout for employees who work in direct sales. The study was conducted using a survey me
clude
ed workingdetection
Customer with difficult clients, performing thankless regulatory tasks, and helping people cope with personal or community disasters—
d on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.
sional complexity of emotional labor manifested in the helping professions, which must maintain long-term, close relationships with clients
ures correlation
rong that explorebetween
the organization-customer
the interface impedes scholars and managers’ understanding of how to influence salespeople beh
y the employees in their respective workplaces.
, and emotional labor behaviors shape employee outcomes. To clarify and compare results across this growing body of literature, a quantit
lly felt emotions, but it is not a significant predictor of surface acting. Among the three emotional labor strategies, only expression of natur
e chances that
rganizational depressive symptoms
commitment, will occur. commitment has a negative influence on turnover intention. Furthermore, POS moderated
while organizational
by examining flight attendants' emotional labor, particularly interactions with POS.
ves, but based on a “valuing perspective” of rewards, the relationship should be enhanced. We contribute to the literatures on EL and perf
fter a taxing service episode. Participants assumed the role of customer service representatives for a fictitious technical support hotline an
method, we collected data from 210 employees in China. The results of hierarchical regression showed that abusive supervision related pos
negative display rules).
dual outcomes, such as job satisfaction and job burnout. Since affective events are prevalent in library work and evidence suggests positive
ata were obtained from 798 teachers working in primary and high schools in Ankara and Eskisehir. According to the findings of hierarchical
motional labor process model to better understand the emotional component of the sales force in a retail context. Specifically, the paper ex
odel and test its mediating effect between internal marketing and customer-oriented behavior. This study treats two measures of internal m
vely and
tional positively
labor can takerelated to JS, respectively.
two opposite In general, job induction
directions (positivemood characteristics were found
and negative moodto induction).
moderate the relationship
Thus, between
the additional ELSthe
aim of and JS.
study
eripheral place within accounts of research practice. With rare exceptions, the focus of published accounts is concentrated on the analysis o
als have emerged as national agenda items, and hospital administrators are routinely asked to increase performance, reduce turnover, and
y proposing an Affective Entrepreneurial Events Model. Building on organizational behavior research and recent, relevant entrepreneurship
ting different departments. The results of the study demonstrate that surface acting is positively related with emotional exhaustion and tur
discuss implications of librarianship's changing emotional demands.
differences that make employees more or less responsive to these display rules. The present study draws on concepts from the control th
ys to promote an enlightened interpretation of religious principles and their gender egalitarian practices to alleviate the contextual emotion
urposively chosen for

tomers’ emotional this study. and
experiences Deepactual
actingcustomer
and surface acting was
purchasing measured
decisions. Datathrough Emotional
were collected Labor
from 294Scale (Brotheridge andpairs
employee-customer Lee from
Journal
re
ategies and the two aspects of customer service performance. Based on the data of 424 employee–supervisor dyads in China, the empirica
the literature. The first gap is the impact of emotional labor strategy on actual buying decisions (rather than attitudes). The second gap invo
tionships are mediated
sts to induce mindfulness by in
customer cooperation.
satisfaction at maximum level. Although emotion is abstract and very personal under normal conditions, today it has become almost a con
and the rest of them were men. In this study emotional labor is measured by two dimensions: surface acting and deep acting. This two dim
of perceived instructional bias and the value of diversity lessons. Student evaluations result in systematic disadvantage for minority instruc
ound a positive relationship between surface acting and psychological detachment, which, in turn, was negatively related to creativity. Add
al contagion and the resource depletion perspectives, the present study developed a multi-level (i.e., individual-level and service encounte
stion. The study also found evidence of the moderated mediation effect of perceived organizational support (POS) on the relationship betw
een employees' surface acting at work and their spouses' perceived family quality by examining the mediating roles of employees' emotio
performance. In the present study, we recruited 244 hospitality intern students from 34 hotels to examine the relationship between intern
tion. However, there is a lack of research in exploring the mechanisms of this association. Drawing on the social interaction model of emoti
ife to home life indicates that work experiences influence employees after they leave the workplace. Accordingly, we examined the influen
was positively associated with emotional dissonance, job stress, and turnover intent. However, employees’ emotional dissonance did not ha
t affect employees’ type of EL strategy: (1) the manager–employee relationship; (2) the job's physical demands (3) the quality of EL training
wers to the questions “Why do hospitality employees engage in service sabotage, behaviors?” and “What can hospitality organizations do t
ship does not affect the relationship between authentic emotive expression and job engagement. The sample surveyed are government em
out their EE (trait), and via the experience sampling method on their momentary (state; N = 794) emotional experiences (enjoyment, anxiet
x personal, professional, and organizational layers of demand on the emotions of NICU nurses. Coping strategies included talking with the s
ards. In the sample of 208 public service workers, regression results revealed that display rules that require expression of positive emotions
performance, while surface acting should dampen this relationship. Using a field sample of 214 grocery clerks and supervisor ratings of in
ses of this engagement. We assessed specific emotional regulation strategies adopted in the workplace, the intrinsic/extrinsic motivation fo
arch was to investigate the type of emotional labor strategies Turkish primary school teachers often use and whether emotional labor is a p
as been found to create stress in frontline personnel, but an understanding of how this negative aspect of emotional labor may be minimize
ed support for applying COR theory to naturally felt emotions, a third form of emotional labor. We argued that naturally felt emotions wou
pecifically, based on a social functional account of emotion, we hypothesized that surface acting entails the risk of social disapproval and th
face acting and creativity.
ting
ss andemotions
their deep acting, andcustomer
during revealinginteractions.
the role of hindrance stress
The finding as study
of the psychological
suggestsmechanism through
that on what which surface
the organizations acting
should doaffects creativity.
to motivate em
ffect of organizational identification on the relationship between POS and different forms of emotional labor.
n effort to identify ways to reduce the harmful effects of emotional labor for workers, this research further specifies the relationship betwe
evealed that job stress did not predict turnover intention. However, emotional labor increased employees’ turnover intention. Emotional in
se the quality of services and to create value for customers. Controlling emotions of employees also contribute to gain competitive advant
nship between NA and tips such that NA was positively related to tips for employees with a high quality LMX relationship but was negatively
ing blogs as part of a sustainable social movement, as well as to theorize the kind of labor that activism can entail. This study is based on in
e of emotion (UOE) had the largest effect on surface acting during emotional labor, and self-emotion appraisal (SEA) had the largest effect o
dy tries to corroborate the emotional labour and its consequential impact on employee related outcomes in the Indian context as confirme
or scale were
.13–2.63), administered.
respectively. Results revealed
The adjusted that aircrew
OR of emotive effort members whodissonance
and emotive have high for
person-job fit should
dysmenorrhea act less
in sales while were
workers serving to (95%
1.71 their CI,
cust0
at will further promote the quality of health and life of working women.
rsons,
16.33;inemotional
interpersonal exchanges,
effort: OR=2.28, in groups,
95% and across the organization as a whole. Our model is differentiated from earlier characterizatio
CI=1.00-5.16).
sonance, and nurses may respond with deep action or surface action. In contrast, death-related scenarios may cause emotional excess and
veness, and variety of emotional display, and by emotional dissonance. A survey of local government employees in South Korea is used to a
rther, it arranges the concept of emotional labor; and examines and reviews comparatively the currents of the existing studies and looks fo
e natural feelings and task performance, contextual performance and innovative job performance.
nse level: incident, training, supervision, human resources, and organizational culture. The strategies offer library managers some ideas for
her preschool teachers’ emotional labor is influenced by their psychological capital, and whether their psychological capital is gradually lost
onal labor involves three dimensions including surface acting, active deep acting and passive deep acting; the questionnaire has good reliab
etrimental to employees.
ot felt, for example, Three
an EMS samples of
professional working
who “puts adults were asked to
on” a sympathetic report
face for aon their levels
patient’s of emotional
problem labor
but she/he during workplace
is actually meetin
irritated. Thus, su
respondents, as surface acting increased, job satisfaction decreased. Conclusion: Very small, non-meaningful differences in female versus m
intelligence labor and software quality in terms of operational effectiveness, flexibility and responsiveness, using survey data from 62 softw
rk in an organization affects one¡¯s emotional labor through the mediating effects of state-positive affect, self-perception and role-identific
tionships with
a collection employee
tool followingwell-being
the (Hülsheger & Schewe, 2011). We conducted two studies that sought to identify antecedents of emotio
motions.
e consumers
were in target
set as the the way the company
population wants
of the them
study. to the
Upon do, often spend
obtained intensive emotional
permissions, 456 peopleeffort because
working companies
face-to-face withbuy
thethe emotions
customer the e
in vario
een of emotional labor, emotional exhaustion and employee job performance. We articulate and test how leader inclusiveness may be an
depletion which, in turn, is positively associated with employees interpersonally harmful behavior toward coworkers. Hence, ego depletion
ike surface acting (faking emotions), deep acting does not harm employee well-being, and deep acting is positively related with job satisfac
s, and methodological stagnation, have emerged. To provide direction to new scholars and suggestions to seasoned emotional labor resear
strategy functions to predict outcomes in isolation. However, this variable-centered perspective ignores the possibility that there are subpo
view the evidence showing that requiring positive emotions from employees induces dissonance and depleted resources, which hinders ta
ces. On the basis of this notion, we examined 2 moderators of the daily emotional labor process, namely day-specific sleep quality and ind
ence for the “real-world relevance” of emotion regulation and provides answers to questions about the individual, social, and contextual m
eory on the topic, empirical tests have largely ignored within-episode variability in emotional labor, relying on assessments of emotional la
founders
ant in the culture
consideration industries,
to boost we explored
service quality the relationship
and customer between
satisfaction certain social
by facilitating and psychological
employee characteristics and attitudes tow
emotional labor.
e latter refers to the exercise of emotive skills to get the job done. This study examines how emotional intelligence mediates emotional lab
the processes by which white institutional spaces create a complex environment where people of color must navigate racial narratives, ideo
ly to shield men from emotional labor on the job but to also shape the relationship between emotional labor and job satisfaction. Using su
s’ emotion regulation and emotional labor strategies influence teacher burnout. The results yielded via structural equation modeling subst
administration, colleagues, parents and other stakeholders for effective teaching and learning. While fulfilling these roles, teachers should
ults show that the emotional labor strategy performed by flight attendants plays an important role in mediating emotional display rules. Em
ideo recordings of the human-horse interactions of three staff members and four female self-harming clients aged 15–21 years in a residen
job satisfaction. These findings and the conclusions drawn are predicated on compartmentalized treatment of the three strategies. A funda
ese emotions
y, POS appropriately,
significantly moderatedcoaches need to perform
the relationship betweenemotional
surface labor.
actingWith a view
and job to examining
satisfaction, theasdynamic
as well nature ofbetween
the relationship sports coaching wo
deep actin
rtant role of POS based on the norm of reciprocity between an organization and its members.
social services departments, we identified three types of emotional labor: (1) when the social worker shuts off emotions both during and a
er, although the two concepts have strong theoretical relevance to one another, research about what emotional factors affect employee ser
ation desires. Participants reported 83 events, which were analyzed by type of event, interaction partner, feelings and behaviors that were
were investigated regarding their perceptions of school climate, emotional labor strategy and emotional exhaustion via questionnaires. The
cian culture, we investigate how gender moderates the relationship between emotional labor, job satisfaction, and turnover intent. The stu
ASHAs).Emotional labor and burnout are widely associated with jobs that involve high customer interaction. Community health workers wh
cus on the emotional geographies underlining children's participation, including the emotions children exhibit invest, experience and produ
r’s emotional display rules, teachers’ emotional labor strategies and the antecedents and the consequences of teachers’ emotional labor an
ers who have a high degree of contact with coworkers within the organization or with external clients, so as to create an expression, voice o
ogical capital and emotional labour.
of
hlysympathy,
related topity and guilt
a positive to achieve
outcome ‘objectivity’
variable and to avoid
and a negative being
outcome overwhelmed
variable, by their
respectively. feelings.
It was However,
confirmed thatour
for findings
employeesshow that with
through
een excessive
emotional workload
labor and theor unfair treatment
intention can
to quit was easilywith
tested induce
the aStructural
negative behavior
Equation like CWB.
Model. TheThe two management
respondents were 348behaviors of emotio
health workers in
ention to quit.
itization; and feeling of personal achievement and suppressing real feelings.
otion in the workplace while conflict management theory addresses one’s preferred style when conflict arises. This study identifies links be
ting dimension, 2.86±1.24 in deep acting dimension, and 4.49±0.55 in expression of naturally-felt emotions dimension. Nurse academician
identifies several future research directions, including the measurement of emotional labor between supervisors and subordinates, the re
on of naturally felt emotion were positively related to the two dimensions of OCB, namely, OCB toward the individual (OCBI) and OCB towa
become the largest gaming destination in the world. It has recently come to be known as ‘Asia’s Las Vegas’. This study investigated the role
port as moderating variables, grasped what influences emotional labor had on burnout, and grasped whether the stress coping strategy an
eese
thepublic elementary
mediation role of and junior high
emotional laborschools.
(surfaceResults indicated
and deep acting)that
andthe
thetype of emotional
moderating role ofacting performed
leaders’ by intelligence.
emotional personnel officials was sig
The results sh
tigated. The results show that “deep acting exerted” the strongest influence on Job Involvement in preschool teachers and that high psycho
l labor. The conceptualizations of emotional labor have shifted from job-centered characteristics and expectations to person-centered intra
ships and customer loyalty). We collected data from 80 organizations across diversified service industries using a multisource, multiphase r
consider
chical samplesanalyses
regression from China. Considering these gaps in the literature, this study has three research questions. First, do employees at differ
en deep acting and customerdirected sabotage. Results suggested that surface acting and deep acting strategy take effects in different ways
nalysis. Significant positive correlation was found among verbal abuse, emotional labor, and clinical practice stress; verbal abuse accounted
eration of the emotional and cognitive costs to communities and people of color. In contrast to mainstream notions that policing violence i
e jobs. According to the results of this research, emotional labor behaviors of travel agency workers influence job burnout negatively and t
r focuses
scores on on the experience
emotional of emergency
labor depending responders,
on their who work
gender (p<.05); in extreme
between their conditions that
self-efficacy, demandlabor
emotional extensive emotional labor.
and educational Propositio
beliefs scores d
mitment, which generated a low level of creativity. Customer service personnel behaving creatively resulted in superior official job perform
egies influence service employee creativity, and by suggesting the value of employee creativity.
nalize their display of positive emotions through deep acting. People who perceive high expectations to suppress negative emotions at wor
ism through which frontline employees¡¯ regulatory focus affects their creativity in the service industry by integrating regulatory focus theo
ntact often laborbehavior
onal citizenship under very
andemotionally charged
emotional labor hascircumstances.
been found. ToAs a result,
put it morelawyers must
explicitly; theuse emotional
employees labor to cope
exhibiting with theircitizenship
organizational own feeli
itizenship behavior affects the function of emotional regulation in a positive way. At this point; it can be possible to regulate and manage th
related to job satisfaction, whereas surface acting is negatively related to job satisfaction. Additionally, occupational EL requirements have
ng crowd work as a form of work. Using empirical materials from a study of ride-sharing, we draw inspiration from studies of the immateria
Drawing on resource perspectives, we argue and show that when valued resources are threatened or lost as a result of surface acting, empl
r, emotional exhaustion, and emotional intelligence, which were modified to fit the coaching context. The result indicated that positive affe
e employees working at service counters in 25 ministries in Malaysia. We received responses from 519 employees (response rate = 83%). T
irect effects of perceived distributive and procedural justice on surface and deep acting through service employees' psychological capital w
een CO and job satisfaction, this study aimed to demonstrate how the relationship is established in hospitality. Drawing on person–job fit th
tion. However, the empirical examination of the mechanisms underlying this association is largely missing from prior research. Drawing on
s these special educators perceived, (b) understand how they use emotional labor, and (c) discern how this theory might inform special ed
ong several latent variables, this study confirmed that false face significantly decreases the job satisfaction of social worker and is positively
tinct patterns of relationship with job satisfaction. Furthermore, self-efficacy mediates the positive effect of emotional labor and alleviates
ct continuous EI training even after their recruitment. To meet the demand of excellent flight attendants, a number of universities and colle
labored to provide “service with authority” when interacting with entitled students. Survey results revealed that faculty low in power (unt
entional workplaces are
EPE, patient-oriented fullyand
COB, permitted at worker
task-oriented COB.cooperatives, including
In addition, higher negative
values emotions,
of JI were foundlike anger, but
to weaken thealso positive emotions,
relationship between thelikeSNE
ent
e,
or enhances
importance of hospital
given and nursing
the benefits administrators
and costs withmanaging
associated with regard tocustomer
EL and COB, and offers aThus,
participation. reference for hospital
managers managers
should magnify th
tomer participation on beneficial deep acting and on destructive surface acting is important in that emotional labor is a potential driver of
ation is lacking. We examined the relations between the two constructs as well as their relations with teachers’ discrete emotions in a sam
oyed survey research methods and correlational analyses to explore the focal relationships. Our results revealed that self-monitoring is pos
oor oversight at one hospital might have contributed to nearly 1,200 deaths. The resulting Francis Report cited, among many factors, undu
ng face elicited positive emotional affective responses from both cultural groups, smiling alone was not sufficient to stimulate more positive
ysis results showed that salespersons' deep acting was positively related to adaptive selling behavior and job performance, whereas salespe
nal labor. However, little is known about emotional communication among online customer service workers. We explored emotional labor
ersons in terms of their emotional labor. However, it verified that both Korean and Japanese salespersons experience exhaustion as a resu
till
ad remains an important
a registered topicand
nurses license for service
involvedproviders to consider
at the Hospital during
Nurses service interactions
Association’s nationwidebecause its program.
education presence Aaffects frontline
total of service em
382 questionnair
nal labor (F = 17.30, p<.001), job involvement (F = 21.53, p<.001), organizational commitment (F = 28.11, p<.001) and burnout (F = 77.85, p
l should be confirmed in further studies. Using a qualitative research design, relatively low surface acting among school administrators mig
labor. Emotional labor is a new concept in business research. It is said to be a product of the rapid growth of service industry. It is proven
ss of their service employees’ behaviors. The interviews revealed two types of customer participation: emotional engagement and physical
that makes their enactment of emotional display rules seem consistent with that role. The authors draw on observations and interviews w
n with the use of attachable devices. In this study, we used AgencyGlass, a device that substitutes the function of human eyes. We conduc
ee-focused emotional labor contributed uniquely to the prediction only for emotional exhaustion dimension of burnout beyond the jobfocu
ful and positive effects at both the individual and the collective level and in fields as wide-ranging as medicine, schooling, prison programs
ckstages and the
e more likely ways these
to report spaces
negative and performances
feelings arefood
connected with racialized and classed. Relying on organizational materials, face-to-face interview
provisioning.
y can be important to understanding the sphere of consumption in agrifood studies.
surface acting, an inhibition-oriented regulation strategy; (b) that these strategies have separate pathways to desirable performance (i.e., aff
ons of the findings for
individuals may use cognitive, bodily, and expressive techniques. Frontline service occupations involve high levels of emotional labor. Gend
by focusing on the mediating role of employees’ emotional labor at home and the moderating role of work-to-family positive spillover. Resu
regulation in entrepreneurial process (Cardon, Foo, Shepherd, & Wiklund, 2012) by looking at the moderating role of emotional labor enga
motional labor competencies, a concept inherent in service industries. Consequently, it is beneficial for graduates of food and beverage prac
ngs from two studies examining the moderating role that emotional labor plays in the relationship between the frequency of organizational
gatively, related to ego depletion. Employees’ ego depletion, in turn, is positively associated with their interpersonally harmful behavior tow
he end of the work shift) of emotional labor (surface acting, deep acting) and emotional dissonance. The participants were 53 Dutch police
cine and science staff provided interviews. The sample comprised sport and exercise psychologists (n=6), strength and conditioning coache
ated in this study. The flight attendants’ official job performance data were provided by the airline company. For data analyses, a series of h
e young men of color. Data for this article come from a 13-month ethnographic study of a South Los Angeles boxing gym and in-depth inter
nited States completed online questionnaires that measured the proposed variables. The goodness-of-fit statistics indicated that the structu
tional study was conducted with 274 workers recruited from a call center in Seoul, South Korea. In adjusted regression models, levels of sur
dl labor and organizational
indicated “at-risk” levels trust. The former
of emotional laborcharacterizes
in those whosocial workers’workplace
experienced tasks in that they arewhereas
violence, regularly in contact
they with service
were “normal” clients. Surf
of emotional lab
distributing the questionnaire of the study; (231) questionnaires were properly filled for statistical analysis. The results of the study showed
w that teachers have high levels of positive psychological capital (all self-efficacy, optimism, trust, extraversion, and hope dimensions) and t
surface acting played a dysfunctional role, but deep acting and expression of naturally felt emotion facilitated teacher efficacy. Trust in coll
phical perspective entering and initiating culturally into academic conferences as a woman. It discusses theories of gender and emotional la
ith 12 health care aides and 13 nurses. Data were analyzed collaboratively using an interpretively embedded thematic coding approach and
austion. As results, if the cabin crew understand the emotional mechanisms with intentionality, then the eventual negative effects can be c
paper examines these interconnections by conducting a three-phase empirical study in the hotel industry. Results of the first study reveal t
ies for transforming our emotional labor into an analytic tool: contextualizing emotions, using emotions to unmask power in the research p
ategy of deep acting and genuine expression.
ositively to deep acting and negatively to surface acting, in accordance with an emotional labor perspective. In addition, P–J and P–O fit are
significantly greater allocentrism and idiocentrism than the Australian sample, presenting a distinctive cultural pattern and highlighting da
ican resort workers.

the literature is filled with the application of the emotional labor framework to the customer perspective. This is done using qualitative met
nes want attendants to smile and act friendly and hospitals want nurses to show concern and compassion towards their clients or customer
frequency of using deep acting is higher than surface acting among hotel frontline employees. Surface acting shows significant difference i
tion is directly related to the emotions displayed by employees. Canalizing employees to perform emotional labor is an important issue. He
an be used to avoid situations of administrative evil that have been partially caused by the separation of mind/body of public servants ope
swhere the use
college teacher islabor is most intense.
a profession required high level of emotional labor, the most frequently used strategy is automatic acting and
mental health and the relationship between automatic acting and mental health. Emotional exhaustion partially mediates the relationship b
e., emotional regulation strategies comprising ‘deep acting’ and ‘surface acting’). Using survey data obtained from 165 service workers in th
nal intelligence, surface acting, deep acting, and emotional exhaustion. The results indicated that emotional intelligence had a positive imp
mployees’ perceptions of surface acting mediate the relationship between mindfulness and emotional exhaustion and to investigate the mo
s of the job or profession. In this study, practitioners (N = 192) were surveyed regarding their work experiences, recognition of display rules
er deep acting in the team. The possibilities were explored in two field studies. Study 1 sampled 195 students in 47 project teams multiple
ositive, and only salesperson’s authentic (deep) emotional strategies are found to influence customer outcomes positively.
urnout, emotional labor, and clinical performance is lacking. This study investigated the effects of job burnout and emotional labor on clini
eractive relation between expressing genuine emotions and engaging in surface acting because the interactive relation is expected to be m
) is a dependent variable; personality (extraversion, neuroticism, agreeableness, openness to experience and conscientiousness) is an inde
ent study tried to explore the degree to which the emotional labor tactics result in burnout for representatives who directly deal with patie
a clothing shopping mall in Korea. A cross sectional study was conducted on 583 women who consist of clothing sales workers and manual
d what they had to express to comply with organizational regulations.
mes the demographic characteristics of the person, and the effects of the social structure play an important role in the emergence of differ
tween these areas and academic structural inequality. By claiming our expertise and making explicit work that is often not visible, we can a
lr as
quantitative,
for qualitative dimensions)
of display who workthe
rules moderate in Siirt city center.
associations Because
between of theacting
surface difficulties to reach the target population, time lim
and emotional
bor during service encounters. Using survey data from 207 sharing economy consumers in the US, we show how different facets of the fee
psychological capital moderates the direct and indirect relationships between positive display rule perceptions and emotional exhaustion.
was expected to relate positively to exhaustion and negatively to flow during work and consequently, to a higher need for recovery at the e
nd (c) building upon other innovative and rigorous forms of data representation that might be used as a pedagogical tool for reflection wit
or directors; however, these required responses occasionally or frequently negate the actual sentiments of employees. Enthusiastic work r
ychological and sexual violence from supervisors and coworkers.” In this way, management of emotional disharmony, a sub-factor of emoti
nal Labor Scale during the study. The data was analyzed with descriptive statistical techniques including arithmetical mean, standard deviati
d, happy, optimistic, excited and satisfied. The surf industry manufactures and commodifies stoke to profit from it. Emotional labour is ofte
eral agenda creates an expectation for communication faculty to perform emotional labor (and how this expectation is greater compared w
y examines whether perceived supervisor power can activate or inhibit the aforementioned trickle-down processes. The present study colle
oyees and 20 with customers, eliciting their respective views of flirting during bar interactions. Findings suggest that flirting derives from m
ployees’ emotional labor. Using a sample of 305 employees in 81 work units of 25 subcorporations at a food company in China, we find tha
t the provider must manage in introducing them. Interventions to encourage the early initiation of palliative care in this population may be
ing emotional rewards. This article addresses these underexplored components of language teaching through reporting on the findings of
heory, we argue that some effects of emotional labor are moderated by one's social and personal identities and that emotional labor stimu
hat emotiona1labor is both heterogenous and dynamic. It is influenced not only by the specific service occupation under investi
nal-, job-, and individual-level characteristics that are antecedents of each of these four dimensions. Frequency of emotional display, attenti
female attorneys and paralegals. Pierce takes the position that litigation attorneys, predominately male, are held to a standard of "Rambo"
absence of memos, protocols, or training sessions. Who told them to do so? How did they know what to feel? The authors claim that ther
d the gendered reward structure associated with these activities, even when the tasks are the same, the type and intensity of emotional lab
with their work and have a strong sense of solidarity with their coworkers.
t, co-worker social support, type of emotional display required positive or negative)) of emotional labor's effect on these outcome variable
abor that nurses perform when communicating with parents. In order to obtain the data for this study, I interviewed 14 NICU nurses and o
offers assistance in adjusting their stay overseas, but also can help them to develop a better competitive edge in business when collaborati
ndings with some of the related research in psychology suggesting that some forms of required efference may have salutary physiological c
an acknowledged dimension that is further validated by this study. Several viable antecedent constructs of emotional labor also were identi
with, and resist emotional labor but sometimes also seek it out. For these 911 dispatchers, emotional labor is a fun, exciting, and rewardin
tion are considered. Some of these consequences have the potential to negatively impact several determinants of service quality.
cultural performance and by applying the concept to a human service organization. A naturalistic study of caregiving communication provid
t". In one condition participants were encouraged to be humorous; in the other condition participants were encouraged to be serious. It w
sis for a more valid measure than now exists. Validation o f the measure developed here utilized the nomological net for emotional labor th
fitness is sold. Drawing from interviews with personal trainers, the occupation is discussed as a combination of frontline service work, emoti
nd the application of internal and external resources specific to the needs at hand. This model is tested and confirmed using cross-sectiona
tional labor: the clients' emotional states, clients' lack of knowledge regarding legal proceedings, and their own roles as organizational buff
rs emotive
w in Incheon) who werewas
dissonance) notfound
expected to perform
to associate emotional
positively withlabor. A structured
emotional questionnaire
exhaustion was used
and negatively to estimate
with job eachThis
satisfaction. participants
study didleve
not
to be particularly useful in establishing a structure and timescale for the main study to follow as well as establishing the appropriateness o
aires containing individual and organizational measures. Multilevel analyses supported many aspects of the model but indicated that it has
ules is detected, individuals are proposed to use emotion regulation strategies to reduce the discrepancy. The goal hierarchy aspect of con
bor can create worker alienation, burnout, stress, and low performance. Though not as widely discussed, emotional labor sometimes has p
employee and supervisor dyads were surveyed in order to examine the relationships among these constructs. Structural equation modelin
onal labor departs from existing efforts because it focuses on the behavior of emotional expression, encompassing genuine, faked, and sup
smoothing troubled relationships, and working behind the scenes to enable cooperation, are required components of many women's jobs
red two months later. Results indicated that negative affectivity and political skill were significantly related to employee perceived emotion
ry-school teacher who participated in a research project investigating the role of teacher emotion in science teaching and student learning
o test the proposed hypotheses. Results indicate that gender, emotional intelligence, and autonomy are key moderator variables in the rela
sion of the results includes an evaluation of research limitations, practical limitations, and directions for future research.
and liberating
mportance ofqualities.
the sex ofThis
thestudy investigates
employee involvedthe
in antecedent conditions,
the emotional exchange.display rules,points
This study management
towardsstrategies
theoreticaland
andconsequences of emoti
empirical implication
elligence is said to include the ability to manage emotions in one's self and others and enables the ability to moderate negative emotions a
tructure separating deep acting, surface acting, and the expression of naturally felt emotions. In addition, the dispositional and situational
nd positive when commitment to display rules was high and weak when commitment to display rules was low. These findings suggest that m
nstruct of perceived emotional dissonance is an important mediator between situational demands and emotional labor behavior, thereby d
s. While guides came to see their organizational role as a persona that they enacted on trail, they resisted the notion that they were acting
sfaction. Using a sample of 307 respondents from six different jobs, this interaction effect was confirmed. Furthermore, this study argues th
ey manage their bodily capital by subjecting themselves to intense self-regulation. Models perform emotional labor to sell themselves to cl
variables, such as Emphatic concern and ‘Relational’ time spent with hospital patients, were among the main results.
nization. As part of their roles, they interacted with customers previously trained to exhibit either fair or unfair behaviors. They also observe
uties in a consistently efficient and friendly manner. However, time constraints often prevent phlebotomists from engaging in lengthy conve
l intelligence tilt th e emotional labor and bumout relationship. Results support significant direct relationships of both emotional labor and
sessments of the service interaction and their relationship with the service provider. To test the study hypotheses, 223 consumers participa
n higher levels of EL and found it more difficult to comply with display rules than did participants who were fairly treated. The above link w
studies, ranging from .69 to .88, evidence the reliability of the HELS. The paper concludes with a discussion of potential applications of the
emotions effectively on an episode-to-episode basis but find the episode more difficult. In addition, surface actors exhibit more general ten
organizations with more women at the street level have higher overall organizational performance. Additionally, emotional labor contribute
emotional
The authorslabor beyond situational
hypothesize demands,
that rationality, nor
or “left did itwork,
brain” moderate the privileged
remains relationship between
whereas si-tuational
relational workdemands and emotional
remains marginalized labor.
and Thu
unrewa
h vertical and horizontal, is associated with deep acting.

emotional
urface labor
acting andresearch which hasdeep
4 items measured predominantly focused
acting, each with aon employee
mean andcorrelation
inter-item organizational outcomes
of 0.33. but has
Cronbach’s offered
alpha was limited theoretical
.96 for the 9-item s
consequences in subjective report,expressive behavior and physiological responses were measured, and then two effects of emotional labo
ies of the emotion generation process (Ashton-James and Ashkanasy, 2004) and does not examine the causal effects of emotion regulation
e acting negatively and deep acting positively affected EPAD. In addition, the results of path analysis revealed that EX influenced EPAD only
being, and job

n of verbal satisfaction.
abuse Femalessupervisors
from customers, were moreand
likely to experience
coworkers. negative consequences
Furthermore, when engaging
they assess whether customerin surface
verbal acting.
abuse Autonomy
is only a criticalserv
iss
onal labor requirements. The authors conclude that better integration of customer aggression and insider aggression research is needed.
e between emotional job demands and psychological strain at the end of a work shift. Results of structural equation modeling analyses sho
n ways that allowed them to achieve this balance. More specifically, we examine the interactive processes by which workers categorized pa
a life, and examines the emotional labor involved in studying emotional labor.
ses because they have less capacity to regulate those emotions than public servants who are women. Our hypothesis, based on a range of
pressions (surface acting) when dealing with guests and those high in extraversion are more likely to try hard to invoke the appropriate em
of surface acting such that the negative effect of customer injustice on surface acting was stronger for those low in perspective taking (com
d authenticity had positive effects; (c) the three dimensions of emotional labor differed in magnitude as predictors of teacher burnout and
deep act, and individuals with comparatively low emotional resources (indicated by high negative affectivity) are more likely than others to
work-family conflict and was associated negatively with work-to-family facilitation. Emotional enhancement was linked negatively to time-b
work. The findings demonstrate that a) social rewards are intrinsic to performances of passion work, b) jointly produced passion work allo
rspective and evaluate the ways in which power differences have remained largely implicit features of research on emotional labor in healt
munication symmetry and intent to leave. Results indicated that emotive dissonance and communication symmetry were significant predic
nt of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weaken turnover intentio
k-related stress, which has a wide range of potentially serious health effects. Though many employers do not acknowledge the existence of
e role of emotion in service work.
motion regulation activities of either deep or surface acting in order to meet this job demand. What is known is that the decision to engage
fficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center work. To weak
s located in Kwang-ju city during August 18-24, 2006. Data collected from 307 salespersons were analyzed by using descriptive statistics, fa
emotion, and particularly emotion management would benefit from reframing the approach as contextual as opposed to cultural or structu
ction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotion
inistrative workers. Thus, this study was designed to investigate the composite and relative effects of emotional labor, conscientiousness an
tive wellbeing. The goal of the research is to understand the way emotional labor (deep and surface acting) affects well-being, comparing t
at customers' accuracy in detecting employees' strategies can intensify this impact. We also investigate the potential moderating effects of
ir asymmetrical influences on mood, and whether extraverts fare better when engaging in emotional labor. As expected, surface acting was
workers and jobs. The sociological literature on emotional labor can be roughly divided into two major streams of research. These include
avorability of follower impressions, and the perceived authenticity of the leader by the followers. Emotional intelligence, self-monitoring ab
urnover intentions. Results showed that turnover intentions mediated the relationship between deep acting and actual turnover. Additiona
nfair customers. Results indicated that participants' emotional labor increased both as a result of unfairness directed toward themselves as
t studies have discovered the emotional labor of front-line service staff in the tourism context (e.g., Constanti, P., & Gibbs, P. (2005). Emotio
emotional labor/performance relationships. Implications of these results, strengths and limitations of the current study, and directions for
ons.
their work. These interviews reveal the centrality of emotion work in the service exchange and underscore affective leadership in practice.
nfluence the adoption of various emotional labor strategies. For instance, individuals with positive affectivity and regulation of emotion, a k
port scale’s validity and reliability was tested within high school teachers. Th e sample for this study consisted of 190 high school teachers
orts, these providers can experience emotional exhaustion leading to burnout and high turnover. Data provided from a qualitative study of
ct on emotional exhaustion.
d into a supervisory relationship with the researcher, with the researcher as clinical supervisor. Monthly clinical supervision sessions were h
relationship involves on-going internal dialogue between the two selves of the nurse: the professional self and the emotional “feeling” sel
can reduce emotional exhaustion and enhance the feelings of personal accomplishment for service agents.
ences in order to solve symptoms that can frequently be found. However, there has been little study to verify empirically the moderating ro
teelman, Levy, & Snell, 2004) and, subsequently, important outcomes (e.g., employee satisfaction with the feedback, motivation to use fee
ositively related
earch linking to the use
customer of deep
incivility acting
to the and theexhaustion
emotional expression dimension
of naturally-felt emotions,
of burnout andexpand
and to negatively related to
on previous surfacebyacting.
research Further,
examining thewe
n a two-wave longitudinal panel study using a sample of 151 trainee teachers. Longitudinal lagged effects were tested using structural equa
ways self-processes, societal and institutional policing values, and demands for emotional presentation on police officers interact to produce
ective responses to work and family life. A model focusing on emotional experiences in the both the work and family domains is proposed
.,hese acting strategies in response to display rules. With a survey of more than 500 working adults in customer contact positions, and contr
mp should more
our-branch specifically
EI model). Doingconsider these
so reveals the dimensions to help of
critical importance to the
explain whenregulation
emotion interactions with
facet as the public are
a mediator of motivating andeffects
other EI facet beneficial ve
on job
ults showed that age was related to the use of deep acting and the expression of naturally felt emotions. Furthermore, results showed tha
abor perception. Additionally, when customers were in a good mood, employees’ emotional labor perception was negatively related to em
nger-time windows. We discuss the theoretical implications and address the strengths and limitations of our approach.
and satisfaction with life and negatively to psychological distress; (b) deep acting was positively related to work-family conflict and psycholo
d consequences of emotional labor and how important it is for organizations to acknowledge their workers' emotional contribution to the o
abor" and "Emotion Regulation" was incorrectly labeled as "Emotional Regulation." The correct version of the Figure 1 is present in the err
uired
whilefor
commitment a stressor
is high, and willfor
be service sector
weak while jobemployees thatismay
commitment low.negatively impact psychological, behavioral and physical wel
t of emotional dissonance on levels of job performance, job satisfaction and intention to quit. When it comes to individual differences as an
ee dimensions of job engagement (vigor, dedication, absorption). Job requirement works as a moderator in the relations between emotiona
omers (FQ) affected emotional labor (EL) negatively; emotional labor (EL) has a positive effect on volunteers' positive affective delivery (PA
equired to be expressed. The emotional expression, interaction and deep acting can impact upon service quality.
n analyses indicated that servant leadership explained 29.3% of the variance in wisdom development and 5.0% of the variance in emotiona
ng (ρs between .39 and .48) and job attitudes (ρs between −.24 and −.40) and a small negative relationship with performance outcomes (ρs
ule perceptions, and emotion regulation, we found that unit-level display rules are associated with individual-level job satisfaction. We also
es engaged in surface acting but improved when they engaged in deep acting. Surface acting was positively associated with work withdraw
hypothesized
rall direction.
job performance andFurthermore,
organizationalPsyCap moderated
turnover the association
records obtained between
9 months emotional
later. Results laborthat
indicate and surface
the outcome
actingvariables.
is directlyFor instance
related to e
which limits the authors' ability to make robust inferences of causality.
unstable individuals tended to surface act and this was associated with increased emotional exhaustion. In contrast, agreeable and extrave
on recognition engaging in emotional labor did not report lower work engagement after 4 weeks, whereas those with low emotion recogniti
married, female Malay teachers, with at least one child living at home, results showed that SA was positively associated with emotional exh
ips between emotional labor and a few of its antecedents and outcomes, including those previously measured and those missed such as c
ps such that POS was related to more positive outcomes for employees who engaged in deep acting but exacerbated negative outcomes fo
this sense, if teaching involves emotional labor, teaching should be per se unpleasant, frustrating, and even alienating. However, many stu
t work. Accordingly, we review the literature on emotional labor and develop a series of research questions that focus on issues such as the
ciate professors, and 182 professors. A path analysis was conducted testing two models of emotional labor. Results supported a model ind
tacts with customers are significantly related to deep acting. Further, people high on negative affectivity and neuroticism are more likely to
uthenticity and perceived performance success, incorporating the senders’ emotion regulation technique (i.e., deep acting and surface acti
p 95% confidence intervals. Results revealed that: (a) indirect effects were almost absent in the prediction of emotional exhaustion, (b) surf
dition to investigates
rch that productivity.the
Theemotional
objective labor
of thisofarticle is tostudents,
doctoral describeexamining
these women’s experiences
two questions: in line
First, whywith promotiontoopportunities.
is it important For them
study the emotional la
ting the change of inner emotional state. The authors examined the moderating role of emotional intelligence dimensions (self-emotional a
sroom (O’Connor & McCartney, 2007). A recent line of inquiry suggests that teachers need to understand the emotional practice of their jo
s as much as his/her individual performance. In this respect the basic subject of this research is to determine "emotional intelligence" and
ults suggest the extent to which dissonance exists between felt and expressed emotions moderates the degree to which EL incurs harmful
hree distinct categories of emotional labor strategies emerge; cause-focused, symptom-focused, and avoidance actions. These new catego
of team-level emotional labor. We propose that work groups often impose positive display rules (express integrative emotion) and negativ
, increasingly mimic the competitive, “customer-orientation” management practices of the commercial sector (Bolton, 2005). As such, capi
states generally mediated these relationships. Between individuals, variability (versus consistency) in surface acting was associated with job
acting; while feedback was positively related to deep acting. Additionally, feedback fully mediated the relationship between neuroticism an
y in which employees perform emotional labor. The study further found the importance of perceived external prestige of the organization in
nces the job performance and organizational goals. It may be a powerful predictor of job performance, job satisfaction and emotional exha
in two basic moods i.e. angry and happy. The study was done in an experimental setting. The results of the study indicate that the impact o
the SA–burnout relationship was found. The results are discussed with respect to the general literature on the stress–strain relation and w
this creates a resource loss spiral that can be slowed by the presence of a “climate of authenticity” among one's coworkers. We describe th
orms of emotional labor (i.e., emotional effort: EE; emotional dissonance: ED): burnout and job satisfaction. Data were collected from 309
al (emotional labor, service quality, and voluntary turnover) reactions of hotel service employees. The results show that (1) supervisory sup
both the direct relationship of abuse with conflict as well as the indirect relationship through surface acting (emotional labor) and burnout.
on. The results confirmed a two-dimensional structure of emotional labor, emotive dissonance, and emotive effort. Hospitality employees
al. Self-monitoring was positively associated with both the level and variability of surface acting, and the effects of surface acting variability
pendent studies (total N = 36,619) demonstrate that discordant emotional labor states are associated with a range of harmful consequence
atively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and
ensions
on both (attraction
policy making, commitment
through to public
surface acting, whileinterest, and effect
this indirect compassion) affect twobycommon
was moderated emotional
gender. Apart fromlabor activitiesrole,
its mediating (surfac
su
eing. Moreover, we predicted crossover of experiences lived at home between the members of the couple. Participants filled in a diary boo
orkers. Findings on the consequences of emotional labor were consistent with expectations: surface acting positively influenced emotional
egulation, however, has little significance on emotional exhaustion. (2) Emotional exhaustion positively influences turnover intention. (3) Em
the influence of these body-accepting discourses was constrained by women's internalization of mainstream fat stigma, resulting in an env
he social comparison theory and social identity theory, the study shows that perceived external prestige influences employees’ emotional
hance the development of stronger camaraderie in different EMS-based organizations (e.g. hospitals, fire services).
samples of nationally certified EMS professionals.
ata were collected from self-administrated questionnaires distributed among frontline employees in room and F&B divisions in Korean delu
in the emotional labor and burnout variables from the results of the analysis according to gender. The highest relationship obtained in the
s that there can be positive and negative effects on individuals such as job satisfaction and job burnout. Research also shows that the nega
d display rule explicitness and subjective performance in a controlled setting. We found that extraversion negatively predicted surface actin
Thus service organization, based on the results of the present study, would be able to identify and manage feeling and emotions of their em
on is informed by analyses of data from interviews with Patricia (39) among a cohort of 30 participants who were interviewed as part of th
ob feedbacka fully
key component in relationship between
the prevention systemneuroticism
for STS. and deep acting. Implications and directions for future research and prac
gy when regulating negative emotions. Factor analysis revealed that genuine acting and surface acting load the same bipolar factor. Results
analyzes effects of circulation librarians' personal background factors on these three variables, and the correlation between them. The resu
ndustries on how to effectively shorten the training schedule of hospitality interns and boost their performance at the same time. A questio
orkers. Findings
iating role oninthe
of ELS theconsequences of emotional
relationship between PC andlabor were
OCB. consistent
In addition, thewith expectations:
results surface
have important acting positively
practical influenced
implications emotional
for training, motiva
sonance therefore would be increased, causing burnout, decreasing job satisfaction, and increasing turnover, and working efficiency and q
ssell Hochschild, in her book “The Managed Heart”, first coined the term emotional labor to refer to “the management of feeling to create
tional analysis. For example, it can also be considered as an organizational level variable (Level 5) and from the within person perspective (L
was conducted using a survey method of 107 bank tellers. The results confirmed the fact that expressing organizationally desired emotions
ersonal or community disasters—are common in public services. We expect the public servants who deliver such services to be both profe
and use in relative fields.
m, close relationships with clients; involves subtle emotional management; and has emancipation-facilitating implications. This comparative
ow to influence salespeople behavior in order to achieve valued organizational outcomes. Thus, in an attempt to inform current theory and
wing body of literature, a quantitative review was developed, along with a theoretically derived path diagram of key emotional labor constr
ategies, only expression of naturally felt emotion significantly influences teaching satisfaction. These findings could be explained by differe
n. Furthermore, POS moderated the relationship between deep acting or surface acting and emotional exhaustion.
to the literatures on EL and performance-contingent rewards with a “full-cycle” inquiry of this question conducted with (a) a field survey o
ous technical support hotline and encountered either neutral or difficult service interactions. After fielding three easy or three difficult calls
abusive supervision related positively to surface acting (regulating facial expression) but negatively to deep acting (regulating inner feeling
k and evidence suggests positive outcomes from emotional labor can be fostered, the ways emotional labor is performed in libraries should
ng to the findings of hierarchical regression analysis, neuroticism and extraversion were found to significantly affect emotional exhaustion
ontext. Specifically, the paper examines the impact of emotional labor and emotional exhaustion in relation to job satisfaction and organiza
reats two measures of internal marketing as antecedent variables and treats surface acting and deep acting in emotional labor as mediator
ationship between
the additional aim ofELSthe
and JS. was to analyze the mediating roleof mood regulation strategies in the relationship between empathy and e
study
is concentrated on the analysis of the emotional phenomena that emerge during the collection of primary research data. Hence, there is a
formance, reduce turnover, and increase patient-care quality. Although human health care professionals are asked to support these initiati
ecent, relevant entrepreneurship models, this conceptual model establishes four areas of understanding. First, we propose a method by wh
h emotional exhaustion and turnover intentions and negatively related to affective organizational commitment. Moreover, deep acting wa
on concepts from the control theory model of emotional labor to address this limitation by examining the moderating role of proactive per
alleviate the contextual emotional labor experiences by female employees and other relevant groups.
ale (Brotheridge andpairs

mployee-customer Lee from
Journal of Occupational
retail and in
cell phone stores Organizational Psychology
China. Results 76:365–379,
indicated that choice 2003), positive and negative affectivity (NA) w
isor dyads in China, the empirical results indicate that surface acting decreases employee creativity and extra role performance, while deep
n attitudes). The second gap involves potential intervening variables, such as customer cooperation, that may influence the strength and di
oday it has become almost a concrete product with economic value. Particularly in the health sectors the interest in using emotional labor
ng and deep acting. This two dimensions are covered by 13 items. Factor analysis of questionnaire items indicates a good construct validity
disadvantage for minority instructors that may be heightened for female instructors of color. Non-minority instructors (both male and fema
gatively related to creativity. Additionally, deep acting was positively related to psychological attachment, which had a positive association t
idual-level and service encounter-level) and multi-source (i.e., servers and customers) model to address the proposed research questions. T
rt (POS) on the relationship between surface acting and turnover intention. However, in case of the relationship between deep acting and
ting roles of employees' emotional exhaustion and surface acting at home. Based on 193 employee-spouse dyadic and time-lagged data, w
e the relationship between interns' emotional labor and service performance and explore whether hotels can use intern training and mento
social interaction model of emotion regulation and the emotion as social information model, the present article focused on the interperson
dingly, we examined the influence of day-to-day surface acting on 3 types of theoretically derived stress outcomes experienced at home: e
emotional dissonance did not have a significant, direct impact on turnover intent. In addition, employees’ job stress was positively associat
ands (3) the quality of EL training; and (4) the frequency, duration and repetition of guest–employee encounters. The findings provide inter
can hospitality organizations do to mitigate them?” Based on conservation of, resources (COR) theory, we hypothesized hospitality employe
ple surveyed are government employees in China.
l experiences (enjoyment, anxiety, anger) and momentary EL (suppression, faking). Teachers reported that in 99 and 39% of all lessons, the
egies included talking with the sisterhood of nurses, being a super nurse, using social talk and humor, taking breaks, offering flexible aid, w
expression of positive emotions did not account for variance in emotional exhaustion whereas display rules that require suppression of ne
erks and supervisor ratings of interpersonal performance with customers, we did not find the amplifying effect of deep acting. We do find
e intrinsic/extrinsic motivation for work, and several job characteristics in a sample of Romanian teachers with the aim to identify motivatio
d whether emotional labor is a predictor of burnout for primary teachers in a Turkish context. Also, the authors explore if there is a significa
emotional labor may be minimized is lacking in the services literature. How a frontline employee's individual attributes might interact with a
that naturally felt emotions would help the performer conserve resources, in contrast to surface acting which depletes the performer’s res
e risk of social disapproval and therefore may be more detrimental for high than for low punishment-sensitive individuals. In contrast, deep
hations
surface acting
to motivate employees to perform expected emotional labor.
or.
specifies the relationship between emotional labor and worker well-being using data from a large sample of public service workers workin
turnover intention. Emotional intelligence led to a reduction in employees’ level of turnover intention. Bank workers reported higher level
bute to gain competitive advantage across rivals. The objective of this paper is to reveal the effects of emotional labor on job attitudes of h
X relationship but was negatively related to tips for employees with a low quality LMX relationship.
n entail. This study is based on interviews with 15 bloggers who have created or written for blogs that focus specifically on Asian American
isal (SEA) had the largest effect on deep acting. In addition, the study found moderating effects of employees’ diversity on the relationship
n the Indian context as confirmed by numerous studies in the western context. Study reveals that there is positive and moderate relationsh
ct
lesless while were
1.71 their CI,
customer that and
0.92–3.16) is, engage in less
1.15 (95% CI,surface acting.
0.67–1.98), The other salient result of this study is affectively and normativ
respectively.
tiated from earlier characterizations of emotional labor in that we propose that the phenomenon begins with energy generation instead of
may cause emotional excess and further emotional detachment. We incorporate the emotion regulation theory with the process model of
oyees in South Korea is used to analyze the consequences of these factors for job stress, burnout, and job satisfaction. These factors are fou
the existing studies and looks for the characteristics and correlations of their classification criteria. That is, this study intends to arrange sys
library managers some ideas for effectively managing emotional labor in their organizations. Understanding the effects of emotional labor
hological capital is gradually lost as a result of having to continuously expend emotional labor. 390 samples were adapted to explore the re
he questionnaire has good reliability and validity; confirmatory factor analysis shows that emotional labor questionnaire involving three fa
al/he
labor during workplace
is actually meetings.
irritated. Thus, surfaceResults
actingindicated that
focuses on participants
one’s engaged in
outward behavior, emotional
such labor during
as regulating their workplace
or modifying meetings
one’s emotional and th
expression
ul differences in female versus male surface acting, deep acting, and job satisfaction were found. However, surface acting had a substantial
using survey data from 62 software development projects. Moreover, this study explores the moderating effect of project complexity betw
self-perception and role-identification. Data collected from 105 employees from 9 branches of a Korean banking firm supported most of the
o identify antecedents of emotional labor and employee well-being. Using construal level theory, we theorized that “high-level agents” (i.e.
ompanies
o-face withbuy
thethe emotions
customer the employees
in various must of
departments display
thesetohotels
customers in order toAt
were surveyed. ensure customer
the end satisfaction.
of the analysis, The
it was emotions
indicated theemotional
that employee
leader inclusiveness may be an antidote for the negative effects of emotional labor. Survey data collected across two points in time from 1
coworkers. Hence, ego depletion appears as a key mediating mechanism that transfers the role of distinct emotional labor strategies onto c
ositively related with job satisfaction, organizational commitment, job performance, and customer satisfaction. Emerging research also sug
seasoned emotional labor researchers, we review theoretical perspectives and evidence for emotional labor and its (a) construct developm
e possibility that there are subpopulations of employees who may differ in their combined use of surface and deep acting. To address this is
eted resources, which hinders task performance and threatens well-being. We articulate how formalized emotion display requirements lim
ay-specific sleep quality and individual self-control capacity. In particular, in 2 diary studies (NTOTAL = 171), we tested whether sleep qualit
dividual, social, and contextual moderators of emotion regulation effectiveness.
on assessments of emotional labor focused on the person, day, or interaction level of analysis. The current study elaborated on theory per
characteristics
or. and attitudes toward crowdfunding. We examined how extraversion, surface acting, emotional labor, the social composition
lligence mediates emotional labor in the performance of work duties by using job satisfaction and burnout as criterion variables. Although
ust navigate racial narratives, ideologies, and discourses, while simultaneously attempting to achieve institutional success to reap the mater
bor and job satisfaction. Using survey data collected from 730 registered nurses (667 women and 63 men) at a large Midwestern hospital sy
uctural equation modeling substantiated the negative role of these constructs in burnout. The emotion regulation was measured via the Em
ng these roles, teachers should make a conscientious effort not to reflect their personal problems onto their relationships in schools, and s
ating emotional display rules. Emotional display rules did not directly affect job burnout and work performance, but rather influenced the e
nts aged 15–21 years in a residential treatment facility were analyzed. The findings show that if the staff gave instructions and advice simila
t of the three strategies. A fundamental yet unresolved question concerns whether employees adopt more than one type of emotional lab
mic nature ofbetween
elationship sports coaching world,
deep acting andthis
jobpaper proposes a conceptual model of emotional labor in coaching based on the literature on bot
performance.
off emotions both during and after the meeting; (2) when the social worker defers emotions and processes them at a later time; and (3) w
tional factors affect employee service-oriented commitments is lacking. This empirical study investigated the roles and compared the effect
eelings and behaviors that were displayed, outcomes that resulted from the event, and the reflection participants provided on how they an
haustion via questionnaires. The findings revealed that the teachers’ perceptions of the school climate negatively affected surface acting bu
tion, and turnover intent. The study employs a multigroup structural modeling analysis using a survey of local government employees in Seo
n. Community health workers when interact with people have similar work requirements. Asakti-Anasakti are regarded as bi-polar emotion
ibit invest, experience and produce in these projects, as well as the ways these emotions are regulated, framed and used by urban manage
s of teachers’ emotional labor and also discusses the shortage of contemporary
to create an expression, voice or body gesture which is acceptible to the clients. Emotional
ver,
thatour
for findings
employeesshow that with little or no training in this practice and with the majority of journalists achieving not suppression but mere
anagement
ents were 348behaviors of emotional
health workers labor,
in Turkey. surface
The acting
findings and deep
indicated acting, relation
a negative can havebetween
either a surface
positiveacting
or negative effect
and job on non-task
satisfaction, and behavio
a positiv
ses. This study identifies links between the ways in which one responds to conflict situations and the way in which one monitors and contr
s dimension. Nurse academicians working at public universities for at least 6 years evaluated the emotional labor score in total and in deep
rvisors and subordinates, the research of the relationship between positive leadership behavior and subordinates’ emotional labor, and th
e individual (OCBI) and OCB toward the organization (OCBO), whereas surface acting was not related to the OCB dimensions. Work engagem
This study investigated the role of emotional intelligence and emotional labor (EL) in the casino hotels in Macao. More specifically, this stu
her the stress coping strategy and social support eased the influence on the burnout.
ed by intelligence.
tional personnel officials was significantly
The results show that therelated to teachers'
service perceptions
sector employees’ of the same
psychological type of
capital acting. Teachers'
is significantly perceived
negative authenticity
correlated of p
with counte
ol teachers and that high psychological capital alleviated their emotional burden. Moreover, “self-efficacy” and “optimism” mitigated the n
tations to person-centered intrapsychic processes. Emotion regulation theories have been applied to explain the emotional labor process.
sing a multisource, multiphase research design. The data is comprised of 207 employee-customer dyads. The results show that employee d
ons. First, do employees at different hierarchical positions report different levels of emotional intelligence or does emotional intelligence in
egy take effects in different ways, and each effect varies depending on emotion-based moderator and resource-based moderator respectiv
e stress; verbal abuse accounted for 10.4% of emotional labor and 33.8% of clinical practice stress. These results demonstrate that nursing
m notions that policing violence is increasing, we center the discussion of police brutality in systemic racism by examining the historical rela
nce job burnout negatively and their level of job burnout influences intention to turnover positively. However, any relation between emotio
nsive emotional labor.
and educational Propositions
beliefs are presented
scores depending on theirtoclass
linklevel
humanandresource management
departments practices
and finally, andtheir
between individual and organizational
emotional outcom
labor scores dependin
d in superior official job performance appraisals.
ppress negative emotions at work are likely to engage in superficial displays of emotion through surface acting. We then examined whether
integrating regulatory focus theory, emotion regulation theory and the creativity literature. Empirical results based on a sample of 346 serv
bor to cope
ibiting with theircitizenship
organizational own feelings while maintaining
behavior their
gain a stronger professional
position againstdisplay. Using qualitative
the negative data basedlabor
effects of emotional on semi-structured interview
expenditures. Positive co
ssible to regulate and manage the deep negative effects of emotional labor on the employees by means of organizational motivators.
upational EL requirements have a cross-level moderation effect on the relationship between surface acting and job satisfaction. Nonlinear e
on from studies of the immaterial forms of labor and alternate analyses of political economy that can cast a new light on the context of crow
s a result of surface acting, employees will actively strive to prevent further resource loss by withdrawing from work. We propose, however
result indicated that positive affectivity predicted 3 forms of emotional labor. In addition, coaches’ surface acting and genuine expression si
ployees (response rate = 83%). The data was analyzed using Structural Equation Modeling (SEM). The main findings are: (1) personality fact
mployees' psychological capital were hypothesized. Using data from 263 flight attendants of the largest airline company in South Korea, the
lity. Drawing on person–job fit theory from the perspective of emotional labor, this study examined different effects of emotional labor on
from prior research. Drawing on the social interaction model of emotion regulation, this article reported 2 daily diary studies examining the
s theory might inform special educators' practice. All participants divulged daily stress at work. Furthermore, all conceded that they used e
of social worker and is positively associated with burnout. In addition, commitment to public interest increases social workers’ job satisfacti
f emotional labor and alleviates its negative relationship with job satisfaction. These findings are a reminder that while emotional labor can
number of universities and colleges have established airline service programs. This study examines the relationships among EI, emotional l
ed that faculty low in power (untenured faculty) exhibited higher levels of emotional labor when interacting with students, as compared wi
tealso positive emotions,
relationship between thelikeSNE
enthusiasm. In contrast, other
and the task-oriented COB. emotions must be displayed, even if insincere. Sometimes, these displays are a
reference for hospital
us, managers managers
should magnify who
the are responsible
positive for designing
effect of perceived and executing
customer multidisciplinary
participation on emotionalprograms and for managing
labor by increasing frontlinehospital-bas
employees
onal labor is a potential driver of customers’ emotional states and subsequent assessments of service interaction. A third contribution of th
hers’ discrete emotions in a sample of 189 secondary school teachers. The results showed that reappraisal correlated positively with deep
ealed that self-monitoring is positively correlated with surface acting, yet negatively associated with AL, within our sample of West Texas B
ited, among many factors, undue emphasis on reaching national access targets and balancing budgets for substandard care. Scholars of em
fficient to stimulate more positive subject reactions: Smiling needs to be accompanied by direct eye-gaze to fully elicit positive reactions fro
b performance, whereas salespersons' surface acting was negatively related to adaptive selling behavior and job performance. In addition,
rs. We explored emotional labor in an online context by examining the degree of emotional presence in mediated service interactions and i
experience exhaustion as a result of emotional labor. It contributes to the human resources managers in the service industry and emphasiz
ence Aaffects
ram. frontline
total of service employee
382 questionnaires were engagement
collected fromlevels.
January to June 2015. Finally, 340 data that excluded 42 as improper responses wer
<.001) and burnout (F = 77.85, p<.001). But resilience had no significant effect on turnover intention. Improvements/Applications: This stu
mong school administrators might have been found. Using the ELS, comparative studies among school administrators and teachers address
h of service industry. It is proven to have detrimental impact upon the employee psychological and physical health and resultantly on their p
tional engagement and physical effort. Based on Study I, Study II investigated 114 customers, and the moderating role of perceived employ
n observations and interviews with workers in the debt settlement industry to show that men who were agents were able to claim that the
tion of human eyes. We conducted a preliminary study to measure the task-processing time and the subject's cognitive load during the us
n of burnout beyond the jobfocused emotional labor. Deep acting was significantly related to emotional exhaustion. Contrary to previous s
cine, schooling, prison programs, law and negotiation, business, and even the army. This installment of Marketing & Technology introduces
materials, face-to-face interviews, and participant observation conducted from September through December 2013, this article addresses
to desirable performance (i.e., affective delivery) and counterproductive performance (i.e., service sabotage), respectively; and (c) that per
h levels of emotional labor. Gender, race, and class shape the expected emotional displays of individuals in the workplace. In addition, emo
k-to-family positive spillover. Results from a time-lagged three-wave survey of 193 Chinese employee-spouse dyads indicate that, surface ac
ting role of emotional labor engaged in by the enterpreneur during business idea presentation on the relationship between perceived passi
duates of food and beverage practical service to possess emotional labor competencies. This study explored how the emotional labor conce
n the frequency of organizational stressor experience, burnout, turnover intentions, and actual turnover in sport. In study 1, participants (n
rpersonally harmful behavior toward coworkers. Hence, ego depletion appears as a mediating variable that translates the implications of d
articipants were 53 Dutch police officers who completed a three-day diary questionnaire (i.e. 159 measurement occasions). The results of
trength and conditioning coaches (n=5), physiotherapists (n=5), one sports doctor and one generic sport scientist. Following a process of th
ny. For data analyses, a series of hierarchical moderated regression analyses were employed. The results showed differential moderation eff
es boxing gym and in-depth interviews with the gym’s boxing coaches. This article explores two aspects of the training process from the co
atistics indicated that the structural model showed a reasonable fit, χ2(605) = 1391.26 = 2.30, p < 0.01; RMSEA = .05; TLI = .93; CFI = .93. Th
d regression models, levels of surface, but not deep, acting were significantly and positively associated with depressive symptoms. Higher s
contact with service
were “normal” clients. Surface
of emotional labor inacting,
those one
whoof the
did emotional
not. labor
Even after strategies,
being adjustedhas shown
in the a negative
linear impact
regression on employee
analysis, attitudes.
the emotional laborHow
sco
The results of the study showed that among the dimensions of EL; surface acting appeared to be the most influential variable on the perfo
on, and hope dimensions) and though relatively low compared to psychological capital competencies, they often display emotional labor b
ted teacher efficacy. Trust in colleagues was found to be an organizational resource for teachers that helped them to cope with the challen
ories of gender and emotional labor and emotional management, focusing on Arlie Hochschild’s foundational work, and affect in gendered
ed thematic coding approach and constant comparison. Participant accounts of preventing, postponing, suppressing, and coping with grief
ventual negative effects can be converted to superior job performance and hospitality offering.
Results of the first study reveal that employees’ positive emotion display and emotional dissonance negatively influence employees’ work-l
unmask power in the research process, and linking emotions to personal biographies. Following ethnographers who question the separatio
e. In addition, P–J and P–O fit are jointly associated with emotional labor, such that the positive link between P–J fit and deep acting is stron
tural pattern and highlighting dangers in making generalizations about societal culture. Idiocentrics in both countries reported using more s
This is done using qualitative methodology (Study 1) and quantitative methodology (Study 2). Descriptive findings in Study 1 are used to gro
owards their clients or customers etc. Emotional labor exists among service providers and customer interaction to provide quality service a
ng shows significant difference in gender, deep acting with a significant difference in age and education level; positive affect and intrinsic re
l labor is an important issue. Here, the internal marketing practices emerge as a managerial tool. Accordingly employees perceptions towa
mind/body of public servants operating in public space. The authors of this article illustrate the application of the sideshow carnival metaph
d strategy is automatic acting and then the deep acting. Surface acting positively correlates with emotional exhaustion and has negatively e
tially mediates the relationship between deep acting and mental health.
ed from 165 service workers in the public sector (Study 1) and 224 service worker-supervisor dyads in the private sector (Study 2) in Thailan
al intelligence had a positive impact on surface acting and a negative impact on deep acting. Furthermore, a negative link between surface
ustion and to investigate the moderating role of a climate of authenticity in the process of their formation of emotional exhaustion. Hierarc
nces, recognition of display rules (standards that guide employees’ emotional expression), surface acting (the form of emotional labor in w
nts in 47 project teams multiple times over the course of a semester. Study 2 surveyed 202 nurses and their supervisors within 35 teams in
omes positively.
out and emotional labor on clinical performance by using the objective structured clinical examination (OSCE) scores of interns and residen
tive relation is expected to be more pronounced for supervisors who communicate less. This study was administered to 144 supervisors in
nd conscientiousness) is an independent variable, while emotional labor (surface acting and deep acting) is a mediating variable. To investi
ves who directly deal with patients. Study is descriptive, quantitative and longitudinal in nature. Therefore, data have been collected two ti
othing sales workers and manual workers using a structured questionnaire to assess demographic factors, occupational stressors, and depre
nt role in the emergence of different emotions in the workplace. For this reason, in our study it was aimed to determine the effect of perso
hat is often not visible, we can advocate for new and varied roles for librarians in digital humanities. Our analysis is informed by both theor
ch the target population, time limitations and the cost over run, representative sampling was preferred. In order to investigate the teachers
w how different facets of the feedback mechanisms employed by sharing economy services influence consumers’ emotional labor. In additi
tions and emotional exhaustion. Psychological capital also moderates the relationship between deep acting, but not surface acting, and em
higher need for recovery at the end of the workday. In contrast, daily deep acting was hypothesized to relate positively to flow and negative
edagogical tool for reflection with students, trainees, and neophytes.
f employees. Enthusiastic work responses may be required, particularly in administration occupations, where association with other individ
isharmony, a sub-factor of emotional labor, is necessary, and improvements to traditional corporate culture that monitors emotional labor
thmetical mean, standard deviation and Pearson correlation coefficient. To test whether the female principals’ leadership behaviors are sig
from it. Emotional labour is often assumed to be what women are ‘naturally’ predisposed to and ‘better at’. It is found that male profession
pectation is greater compared with other fields), the ways in which emotional labor is differentially experienced for women, and how comm
rocesses. The present study collected data from 186 service employees–supervisor pairs at different times. The results of structural equatio
ggest that flirting derives from mixed motives aimed at establishing a special atmosphere. Unlike emotional labor, flirting requires a prior a
d company in China, we find that servant leadership relates negatively to surface acting (i.e., regulating facial expressions) but relates positi
ve care in this population may benefit from a focus on the emotional experiences of providers.
ugh reporting on the findings of a qualitative study with language teachers in tertiary settings in the U.K. and the U.S. The study drew on la
s and that emotional labor stimulates pressures for the person to identify with the service role. Research implications for the micro, meso,
vice occupation under investigation, but also by the organizational context in which it is simultaneously manufactured and cons
ency of emotional display, attentiveness to display rules, variety of emotions to be displayed, and emotional dissonance are hypothesized t
e held to a standard of "Rambo" lawyering, while paralegals, predominately female, are expected to adopt a "mothering" persona. Accord
eel? The authors claim that therapeutic discourse constitutes professional feelings through the use of specific concepts and techniques. Ho
pe and intensity of emotional labor required of the sexes may differ
effect on these outcome variables were analyzed. In an extension of the work of, among others, Morris and Feldman (1996), the study repo
terviewed 14 NICU nurses and observed the unit of the children's hospital and the NICU nurses. These interviews and observations allowe
dge in business when collaborating with their local business partners and associates. As I switched from studying these expatriates to their
may have salutary physiological consequences

emotional labor also were identified and incorporated into an emerging model of emotional labor. In Phase 2, revised scales were adminis
or is a fun, exciting, and rewarding part of their work. In addition to providing a description of these neglected positive functions of emotio
nants of service quality.
caregiving communication provides descriptive data on performances of emotional labor and implications for understanding the qualities o
re encouraged to be serious. It was hypothesized that humor will help increase task satisfaction and performance while lowering stress whe
ogical net for emotional labor that has emerged from existing empirical research. Existing theoretical models of emotional labor are review
n of frontline service work, emotional labor, and flexible work strategies, resulting in a variety of job roles: the representation of the fitness
d confirmed using cross-sectional survey responses from 236 working adults. Research and practical implications are discussed.
own roles as organizational buffers. Whereas consumer-oriented paralegals are held to a higher standard of emotional labor performed fo
bestimate eachThis
satisfaction. participants
study didlevel of emotional
not find labor, general
strong relationships characteristics,
among job content,
the antecedents job satisfaction,
(affectivity and empathy) and anyemotional
and depressive symptoms.
labor factors. Th
Si
ablishing the appropriateness of data collection and analytical techniques, such as participant observation, in-depth interviews, and critica
e model but indicated that it has to be implemented precisely in terms of regulating emotion for organizational goals. Results also showed t
he goal hierarchy aspect of control theory is used to describe emotional labor in the broader context of job performance and explain how
emotional labor sometimes has propitious consequences. We discuss the potential benefits of emotional labor as well.
cts. Structural equation modeling results showed that display rules for hiding negative emotions, commitment to display rules, positive and
mpassing genuine, faked, and suppressed positive and negative emotional displays. Results provide initial evidence for the convergent, discr
mponents of many women's jobs. Excluded from job descriptions and performance evaluations, the work is invisible and uncompensated. P
to employee perceived emotional labor, which further influenced employees' use of political behaviors and job-induced tension. Implicatio
e teaching and student learning. This research demonstrates how the performance of emotional labor is an important aspect of reality in s
ey moderator variables in the relationship between emotional labor and emotional exhaustion, affective well-being, and job satisfaction. Fe
ture research.
egies
reticaland
andconsequences of emotional
empirical implications laboremotions
for how in a hotelare
by interpreted
utilizing a qualitatively
not only by driven interview
members method
of different sexthat solicitedbut
categories, recalled conversatio
also for other dim
o moderate negative emotions and to enhance pleasant ones depending on their utility. It is proposed that the ability of a service provider
he dispositional and situational variables exhibited theoretically consistent and distinct patterns of relationships with the three emotional
ow. These findings suggest that motivation plays a role in the emotional labor process in that individuals must be committed to display rule
otional labor behavior, thereby disentangling the emotional state from behavior.
he notion that they were acting. Overall, the examination of emotional labor of guides makes apparent the extent to which outdoor adven
urthermore, this study argues that the nature of job requirement could be estimated from Holland's occupational model. Results supporte
nal labor to sell themselves to clients and agents, to create illusions for observers and the camera, and to find dignity in a job that is often d
fair behaviors. They also observed fair or unfair face-to-face service encounters between their coworkers and the customers. Results revea
from engaging in lengthy conversations with their patients to build trust or convey compassion. Balancing task requirements with people s
hips of both emotional labor and emotional intelligence on burnottt. Th e self-awareness dimension of emotional intelligence also moderat
theses, 223 consumers participated in a simulated service encounter in which actors played the roles of service employees. In a 2 x 2 facto
e fairly treated. The above link was partially mediated by anger. Our findings suggest that customers are a viable source of justice, and custo
of potential applications of the scale.
e actors exhibit more general tendencies to devalue themselves and experience fewer positive emotions.
nally, emotional labor contributes to organizational productivity over and above its role in employee turnover and client satisfaction
mands marginalized
emains and emotional labor.
and Thus, workers’
unrewarded. level of emotional
To investigate intelligence
whether there did not appearto
is a disconnect between influence the performance
the required nature of the of
emotional labor
emotional thaa
labor
t has
h’s offered
alpha was limited theoretical
.96 for the guidance
9-item scale, and as
.71toand
how.67
customers may beacting
for the surface directly affected by emotional labor in the service delivery process.
en two effects of emotional labors, e. g. later mathematics performance and self authenticity, were tested as well. The results; (1) One nee
sal effects of emotion regulation strategies on outcomes. The present study applies appraisal theories of emotion (Lazarus, 2001; Scherer,2
ed that EX influenced EPAD only through surface acting but not deep
in surface
verbal acting.
abuse Autonomy
is only a criticalserved to alleviate
issue for employees negative
in jobsoutcomes for individuals
requiring emotional who
labor, used emotional
measured labor
with both strategies
O*NET often.
job codes andContrary to o
self-reporte
aggression research is needed.
equation modeling analyses showed that psychological strain at the start of a work shift had a positive effect on the experience of emotion
by which workers categorized patients into distinct types and developed specific strategies, along a continuum from investment to detachm
hypothesis, based on a range of psychology, sociology, and organizational management scholarship, is tested using cross-sectional mail sur
ard to invoke the appropriate emotions (deep acting). Results further indicate that surface actors are more exhausted and cynical than deep
e low in perspective taking (compared to those high in perspective taking). Although anger was expected to mediate this moderated effect
edictors of teacher burnout and satisfaction; and (d) both the emotional labor scale and the burnout scale conformed to the three-factor m
ty) are more likely than others to surface act. The differential effects of surface acting and deep acting on strain and job satisfaction were e
t was linked negatively to time-based work-to-family conflict and strain-based family-to-work conflict. Finally, relationship management wa
ntly produced passion work allows for the sort of breadth that is difficult to achieve in solo emotional work, and c) emotional labor shapes
arch on emotional labor in healthcare settings. Finally, we explore how the increasing economic rationalization of health care may be influe
symmetry were significant predictors of teachers' intent to leave, even when controlling for emotional exhaustion and professional tenure.
ork. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in providing the fact tha
ot acknowledge the existence of emotional labor, it is a real occupational hazard that may generate life-altering effects on physical and emo
wn is that the decision to engage in deep acting results in more positive outcomes for both the employee (lower levels of burnout) and the
sure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a contribution in pr
by using descriptive statistics, factor analysis, t-test, ANOVA, Duncan-test, correlation, regression analysis and path analysis. The results we
as opposed to cultural or structural. Through an analysis of the emotion management experiences of 1158 registered nurses, support is pro
he relationship between emotional labor and work performance. We further found that supervisory emotional support moderated the rela
tional labor, conscientiousness and job tenure on job performance of University administrative workers in southwest Nigeria. The study ado
g) affects well-being, comparing two models provided by the literature. Brotheridge & Lee (2002) found authenticity as mediator of this rela
e potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for
. As expected, surface acting was positively associated with negative mood, and this explained some of the association of surface acting wi
eams of research. These include studies of interactive work and research directly focused on emotions and their management by workers. T
al intelligence, self-monitoring ability, and political skill are proposed as individual differences that moderate leader emotional display respo
g and actual turnover. Additionally, surface acting had indirect effects on turnover through emotional exhaustion and turnover intentions
ss directed toward themselves as well as toward their coworkers. These effects were mediated by both discrete emotions and fairness-relat
anti, P., & Gibbs, P. (2005). Emotional labour and surplus value: the case of holiday ‘reps.’ Service Industries Journal, 25(1), 103–116; Guerrie
current study, and directions for future research are discussed.
affective leadership in practice. The authors conclude that the most important challenge facing public administrators is not to make work m
ty and regulation of emotion, a key facet of EI, tended to use more deep acting and the expression of naturally felt emotion but less surfac
ted of 190 high school teachers working at various public schools in Mugla, Turkey (88 females and 102 males). Th e teachers were employ
ided from a qualitative study of consumer-providers' emotional labor indicates the salience of this construct and implicates the need for or
nical supervision sessions were held with both nurses over 6 months.
and the emotional “feeling” self. In order to manage the emotion work inherent in prison work, it is suggested that the development of em
ify empirically the moderating role of the employee's coping strategy towards emotional labor. This study elaborates a different result of em
feedback, motivation to use feedback, feedback seeking frequency, and LMX quality).
ated
ious to surfacebyacting.
research Further,
examining thewe found
effects ofthat trait positive
customer incivilityaffect partially-mediated
on customer someInofaddition,
service quality. the age-strategy relationships.
two models were proposed and teste
were tested using structural equation modeling. Results revealed that the emotional labor strategy of surface acting led to increases in subs
police officers interact to produce burnout. Using data collected from a survey of police officers in the Pacific Northwest (N = 109), we asses
and family domains is proposed and tested using path analysis. Results indicate that emotional labor in both the work and family domains
mer contact positions, and controlling for affective disposition, we find that customer orientation directly increases “good faith” acting whi
rare
of motivating andeffects
other EI facet beneficial versus
on job draining and dysfunctional to the employees.
performance.
urthermore, results showed that the conditional indirect effect of deep acting between age and job satisfaction was significant, and the sig
on was negatively related to employees’ service performance, while employees’ self-monitoring moderated the relationship between custo
r approach.
work-family conflict and psychological distress; (c) satisfaction with life was negatively related to psychological distress; and finally (e) work-f
' emotional contribution to the organizational performance. Some suggestions in terms of human resources (HR) practices to assist hotel e
the Figure 1 is present in the erratum. (The following abstract of the original article appeared in record 2010-13370-010). Comments on th
ical, behavioral and physical well-being. Job/ task and organizational demands are the stressors which lead to acute reactions at psychologi
es to individual differences as antecedents of emotional labor, researchers’ interest by now has been focused almost entirely on the “big fi
the relations between emotional strategy and vigor, and the relations between emotional strategy and absorption.
rs' positive affective delivery (PAD). The study discusses the implications for theory and practices. The results also suggest that focusing on
5.0% of the variance in emotional labor. These findings taken together support prior claims that servant leadership fosters growth and deve
with performance outcomes (ρs between −.20 and −.05). Overall, deep acting displayed weak relationships with indicators of impaired we
al-level job satisfaction. We also showed that unit-level display rules relate to burnout indirectly through individual-level display rule percep
associated with work withdrawal, and state negative affect mediated this relationship. Results also revealed moderating effects of gender:
eface
outcome
actingvariables.
is directlyFor instance,
related positive turnover
to employee association between surface acting on depersonalization as well as negative association with job
contrast, agreeable and extraverted individuals engaged in more deep acting and this had a positive association with self-reported citizens
those with low emotion recognition did. These effects pertained to both surface and deep acting. The results suggest that emotional labor
y associated with emotional exhaustion and depersonalization. The results also showed that work–family conflict mediated the relationship
ured and those missed such as culture. A structural equation modeling approach is used to identify the complex relationships inherent amo
acerbated negative outcomes for employees who engaged in surface acting. Gender moderated these relationships such that women were
en alienating. However, many studies found that emotional labor of teaching would bring desirable outcomes to teachers, such as: increase
s that focus on issues such as the interplay between organizational and religious expectations for emotional displays toward others, as well
r. Results supported a model indicating significant direct relationships between emotional labor, emotional exhaustion, and job satisfaction
nd neuroticism are more likely to surface act, whereas people high on positive affectivity and extraversion are more likely to deep act. In ad
i.e., deep acting and surface acting). Consistent with hypotheses, results of structural equation modeling analyses showed that perceived a
of emotional exhaustion, (b) surface acting significantly mediated the relations between affective commitment and cynicism, and (c) expres
omotion
portant toopportunities. For them,
study the emotional going
labor to work involves
of doctoral a multilayered
students? And second, performance: (1) they
can the topic “The must engage
emotional in doctoral
labor of racialized,students
gendered impress
while cond
nce dimensions (self-emotional appraisal; others’ emotional appraisal, use of emotion, and regulation of emotion) in the affectivity (a gene
he emotional practice of their job in order to develop optimal classroom learning conditions, interact positively with students, and build au
ne "emotional intelligence" and "emotional labor" dimensions of nurses who have close relationship with patients and prove that it may be
gree to which EL incurs harmful consequences. The dissonance forms of emotional labor (surface acting and emotional dissonance) partial
dance actions. These new categories are contrasted with the current dichotomous understanding of emotional labor strategies; surface and
ntegrative emotion) and negative display rules (suppress differentiating emotions) on their members. Positive display rules generally trigge
ctor (Bolton, 2005). As such, capital increasingly views organizational emotion (Fineman, 2007) as a resource to be extracted, refined, and e
ce acting was associated with job dissatisfaction and work withdrawal. Self-monitoring played a variety of roles in the above processes, exh
tionship between neuroticism and deep acting. Implications and directions for future research and practices are addressed.
nal prestige of the organization in influencing the relationship between perceived organizational support and emotional labor. Implications
b satisfaction and emotional exhaustion et al. The article reviews some important studies in this research field. It elaborates the concept, th
study indicate that the impact of emotional labor on employee self esteem does get moderated differently by positive and negative emoti
n the stress–strain relation and work– family conflict.
one's coworkers. We describe this climate and how it differs from other work climates. We then propose that a work unit with a climate of
n. Data were collected from 309 customer-contact hotel employees and managers in the United States. Results of structural equation mod
ts show that (1) supervisory support relates positively to supervisory interactional justice; (2) supervisory interactional justice is negatively
(emotional labor) and burnout. Our results suggest that abusive supervision influences conflict and the relationship is partially mediated t
ve effort. Hospitality employees with higher positive affect tend to experience less emotive dissonance while individuals with higher negati
ffects of surface acting variability on job satisfaction and work withdrawal were weaker when self-monitoring was high. The results for deep
a range of harmful consequences (health-, attitudinal-, and performance-related), whereas congruent emotional labor states do not incur
p between emotional labor and work performance. We further found that supervisory support moderated the relationships between emoti
emotional
Apart fromlabor activitiesrole,
its mediating (surface acting
surface andwas
acting deep acting).
also Using data
a moderator from
of the a surveyintelligence-job
emotional of certified public management
satisfaction students,Hierarchical
relationship. the results m
s
Participants filled in a diary booklet during five consecutive working days (N = 150 participants and N = 750 occasions). The results of multi
positively influenced emotional exhaustion, whereas deep acting was negatively related to emotional exhaustion. Interestingly, co-worker s
uences turnover intention. (3) Emotional labor strategies influence turnover intention through the role of emotional exhaustion. Implicatio
am fat stigma, resulting in an environment characterized by deep ambivalence toward larger body size. This ambivalence allowed hierarchie
fluences employees’ emotional labor strategies directly as well as through organizational identification. Contributions of the study to theor
and F&B divisions in Korean deluxe tourist hotels, where EL is intense. The results of the structural equation analysis indicated a positive as
hest relationship obtained in the emotional labor scale subdimensions was between faking emotions and hiding emotions (r=0.44; p<0.01).
esearch also shows that the negative outcomes from emotional labor may be buffered to some extent by factors such as support from the o
egatively predicted surface acting, whereas emotional stability and self-monitoring positively predicted surface acting. The positive display
feeling and emotions of their employees in providing high quality and superior services to target customers and in addition to promote th
o were interviewed as part of this study. The author first considers the ontological position of the article and critical feminist perspectives o
ons for future research and practices are suggested.
d the same bipolar factor. Results sustain the necessity to investigate the impact of profession on emotional labor performed by employees
elation between them. The results suggested that university circulation librarians "scarcely" or "occasionally" encountered difficult patrons
ance at the same time. A questionnaire survey was used to study whether the background variables have any influence on personality trait
positively influenced
implications emotional
for training, exhaustion,
motivating, whereasprofessors.
and evaluating deep acting was negatively related to emotional exhaustion. Interestingly, co-worker s
ver, and working efficiency and quality would be directly reduced. With the supervisors and staff in Bullfight Group as the research subjects
management of feeling to create a publicly observable facial and bodily display”. In this paper, the perceived Emotional Labor in the Hotel In
the within person perspective (Level 1). More particularly, we posit that recent fragmentation of the construct of emotional labor in the lit
ganizationally desired emotions while interacting with customers is emotionally taxing. Significant correlations were found not only concern
r such services to be both professionally competent and empathic when interacting with the public. Unfortunately, the popular caricature
g implications. This comparative analysis between social workers and lay helpers in Taiwan aims to fill this empirical gap. Meanwhile, it sug
mpt to inform current theory and practice on services management, I draw mainly from theory on emotional labor, service climate, and cus
m of key emotional labor constructs. Evidence from our structural meta-analytic model based on 116 primary studies demonstrates that e
ngs could be explained by differences in the nature of various emotional labor strategies. Implications for teaching and teacher education a
nducted with (a) a field survey of diverse occupations in the United States, (b) an experimental call center simulation with U.S. college stud
three easy or three difficult calls, participants were given the opportunity to engage in social sharing by talking about (a) the facts that just
p acting (regulating inner feeling). Openness personality moderated the relationships between abusive supervision and the two emotional
or is performed in libraries should be studied. This research explores the key components of emotional labor: perceptions of display rules a
tly affect emotional exhaustion whereas other dimensions of personality were not found to be predictive of emotional exhaustion. In gene
n to job satisfaction and organizational commitment. Findings suggest that emotional labor predicts both job satisfaction and organizationa
g in emotional labor as mediators to construct a model of customer-oriented behavior. A survey of flight attendants from six airlines was co
tionship between empathy and emotional exhaustion. Materials and Methods:A sample of 168 teachers from Łódź and its surroundings co
research data. Hence, there is a comparative absence of a dialogue around the emotional dimensions of working with secondary data sou
re asked to support these initiatives, few evidence-based models are available to guide intervention. This correlational study (N = 241) exam
irst, we propose a method by which affect influences the entrepreneurial processes. Second, we demonstrate how what we already know
ment. Moreover, deep acting was observed to have a negative influence on emotional exhaustion. The findings of the study indicate that fre
moderating role of proactive personality. Results indicate that proactive individuals are highly responsive to different types of display rules
ve and negative affectivity (NA) was measured through Positive and Negative Affect Schedule (Watson et al. Journal of Personality and Socia
tra role performance, while deep acting increases employee creativity, role-prescribed performance and extra role performance; employee
may influence the strength and direction of the relationship. The current field study on mobile phone shops in China fills the
nterest in using emotional labor grows increasingly in line with increasing significance of quality and use of emotional labor is deemed as o
dicates a good construct validity of the measurement instrument and reliability of questionnaire items which extracted by Cronbach's alph
nstructors (both male and female) gain privileges by avoiding dealing with diversity directly which is reflected in student evaluations throu
hich had a positive association to creativity. Further, team creative efficacy moderated the relationships that psychological detachment and
e proposed research questions. The EL and customer data were collected from 61 restaurant servers and 305 customers (individual-level N
nship between deep acting and turnover intention, the study did not find any support for the moderated mediation effect of POS. Implicati
e dyadic and time-lagged data, we found that emotional exhaustion and surface acting at home successively mediated the relationship bet
an use intern training and mentoring programs to enhance the effectiveness of intern students' emotional labor. Our data was collected fro
rticle focused on the interpersonal functions of emotion regulation and reported two studies examining the role of customer treatment tow
utcomes experienced at home: emotional exhaustion, work-to-family conflict, and insomnia. In an experience sampling field study of 78 bu
job stress was positively associated with turnover intent.
nters. The findings provide interesting theoretical insights and useful practical implications with regard to the means to establish a suitable
ypothesized hospitality employees’ emotional labor, specifically, emotional dissonance, to be a major source of service sabotage. We also h
in 99 and 39% of all lessons, they experienced enjoyment and anger, respectively, whereas they experienced anxiety less frequently. Teach
ng breaks, offering flexible aid, withdrawing from emotional pain, transferring out of the NICU, attending memorial services, and reframing
es that require suppression of negative emotions were emotionally taxing. Job resources were uniformly associated with decreased emotio
ffect of deep acting. We do find the dampening effect for surface acting, such that surface acting buffers those with low prosocial motives,
with the aim to identify motivational dimensions associated with emotional labor.
hors explore if there is a significant variation in emotional labor in terms of gender and school type (public/private). A survey was conducte
al attributes might interact with a service work context to build deep, as opposed to surface, acting is the current focus. Applying job dema
ich depletes the performer’s resources. Furthermore, the negative effects of surface acting were extended beyond burnout, by integrating
tive individuals. In contrast, deep acting is hypothesized to hold the promise of social approval and therefore may be more beneficial for hig
of public service workers working in a variety of occupations (n = 1,395). The analyses test a mediator and moderators of the relationship b
nk workers reported higher level of turnover intention than health workers. In order to reduce turnover intention among employees in serv
tional labor on job attitudes of hotel employees by considering the mediating and moderating roles of social support and job autonomy. To
s specifically on Asian American issues. Through an analysis of the bloggers’ interviews and their blogging archive, I argue that emotion can
ees’ diversity on the relationship between emotional intelligence and emotional labor, and the effects of others’ emotion appraisal (OEA) o
positive and moderate relationship between emotional labour and organizational role stress for the overall sample irrespective of the demo
study is affectively and normatively committed aircrews don’t prefer surface acting, conversely, continuously committed employees engage
th energy generation instead of energy depletion; and is neither a one-way nor a one-by-one service episode. We further proffer that the i
eory with the process model of emotional labor to form a new model and verify the cause of nursing emotional conflict as an emotional sc
satisfaction. These factors are found to affect the dependent variables in different ways.
this study intends to arrange systematically and examine theories on emotional labor suggested hitherto, and suggest a future direction of
g the effects of emotional labor and developing the tools that can offset potential negative outcomes can create a more positive work clim
s were adapted to explore the relationship between psychological capital and emotional labor in Taiwanese preschool teachers. This study
questionnaire involving three factors is established, which further verifies the validity of scale on emotional labor among primary and seco
heir
fyingworkplace meetings
one’s emotional and that Deep
expression. their surface acting was
acting focuses positively inner
on modifying related to the presence
feelings, ofattempts
where one higher-status attendees
to “actually in the
feel” these meetings.
emotions on
surface acting had a substantial negative relationship to job satisfaction while deep acting did not. Continued research into emotional labo
effect of project complexity between the EL and the quality of the new software product. The results reveal a positive relationship between
nking firm supported most of the hypotheses. We found that the more central position one occupies in the whole friendship network with
zed that “high-level agents” (i.e., individuals with a higher mental construal who tend to identify their actions in terms that are more abstra
tion. The
it was emotions
that employees constantly
conflict, trythe
one of to contain may leadoftoemotional
sub-dimensions the phenomenon of significantly
labor, was burn-out in time. This studyaffecting
and positively was conducted to
the emotio
across two points in time from 114 matched employee-supervisor dyads across multiple hotels demonstrate empirical support for our pred
emotional labor strategies onto coworker harming. Moreover, we found emotion regulation self- efficacy to critically shape the role of surfa
tion. Emerging research also suggests that a third form of emotional labor, natural and genuine emotional labor, is a frequently used emoti
or and its (a) construct development and measurement, (b) chronic and momentary determinants, (c) prediction of employee well-being, a
nd deep acting. To address this issue, we conducted 2 studies that examined surface acting and deep acting from a person-centered perspe
motion display requirements limit self-determination by threatening the autonomy, competence, and belongingness needs of employees. F
, we tested whether sleep quality moderates the influence of emotional dissonance (the perceived discrepancy between felt and required
t study elaborated on theory pertaining to within-episode emotional labor dynamics, utilizing a call center simulation to examine how shift
nal labor, the social composition of project backers, and project success all relate to enjoyment and future intentions of using crowdfunding
as criterion variables. Although findings are mixed with regard to job satisfaction, a statistically significant relationship exists in the mediati
tional success to reap the material rewards of these elite institutional settings. In these distinct environments, people of color experience a
at a large Midwestern hospital system in the U.S., we show that in addition to engaging in less emotional labor than women, men benefit fr
ulation was measured via the Emotion Regulation Questionnaire developed by Gross and John. The scale comprises two subscales: cogniti
eir relationships in schools, and should try to behave in compliance with formal and informal norms as professionals. However, it is possible
ance, but rather influenced the emotional labor strategy used by flight attendants. Among emotional labor strategies, deep acting enhance
ve instructions and advice similar to traditional equestrian sports in combination with viewing the horse as an object, EASW is not facilitate
e than one type of emotional labor in the workplace. In this study, we adopted latent profile analysis (LPA) to examine the behavioral profile
g based on the literature on both emotional labor and sports. We identify three main types of emotional labor (surface acting, deep acting
es them at a later time; and (3) when emotions dominate, and a case gets ‘under the skin’ of the social worker. Emotional labor can have bo
e roles and compared the effects of emotional determinants that affect service orientation of hotel managers and line employees. Data we
cipants provided on how they and their organization could have handled the situation differently. The findings show that emotional labor e
atively affected surface acting but positively affected deep acting. Surface acting positively predicted emotional exhaustion, and deep actin
al government employees in Seoul, South Korea. Results indicate that for both women and men, authentically expressed emotion contribu
re regarded as bi-polar emotional states wherein an individual high in asakti forms emotional attachments more quickly as compared to a
med and used by urban managers and policy-makers in participatory planning activities. Our theoretical framework intersects research on
eving not suppression but merely a deferment of upsetting emotions, emotional labor can have serious implications for those reporters wh
ativejob
and effect on non-task
satisfaction, and behavior
a positiveofrelation
employees, depending
between surfaceon which
acting one
and thethey wouldto
intention choose. Thus,athe
quit. While purpose
weak of relation
positive this review
waspaper
foundisbetw
to c
n which one monitors and controls emotional displays. The experience of conflict tends to generate negative emotions while display rules g
l labor score in total and in deep acting dimension higher than the others (p<0.05). In conclusion, they performed mid-level emotional labo
dinates’ emotional labor, and the integrated research between supervisors’ and subordinates’ emotional labor.
e OCB dimensions. Work engagement was also positively associated with both OCB dimensions. Regression results showed that work engag
Macao. More specifically, this study aimed was to examine the impact of EI on the relationships among EL acting strategies and their conseq
hers' perceived
correlated of personnel officials
with counterproductive work was related
behavior, to greater
deep guanxi
acting plays with
the personnel
mediation roleofficials
between than
thewas perceived
two, and thatinauthenticity.
leaders’ emoti
and “optimism” mitigated the need for psychological satisfaction of work in preschool teachers. In addition, “optimism” exerted a mediatin
ain the emotional labor process. Various conceptualizations, theoretical perspectives, and major findings are reviewed and discussed in the
he results show that employee deep acting positively predicts customer satisfaction, leading to stronger long-term customer relationships.
or does emotional intelligence increase as the job position increases? Second, do employees at different hierarchical positions report differ
urce-based moderator respectively
esults demonstrate that nursing students are exposed to verbal abuse during clinical practice and may consequently suffer from greater pra
by examining the historical relationship between African Americans, violent policing, and resistance. In this article, we introduce and conc
ver, any relation between emotional labor and intention to turnover was not found.
dual and organizational
motional outcomes;onpropositions
labor scores depending thatachievement
their academic can inform future research and(p<.01).
and departments hypothesis testing
Besides, in this area.significant positive corre
a statistically
ting. We then examined whether these relationships held across job types within the IT/IS industry, an understudied industry with regard to
ts based on a sample of 346 service employee¨C supervisor dyads found that promotion focus positively affects frontline employee creativ
ed on semi-structured
l labor interviews
expenditures. Positive with twenty
correlation lawyers
occurs, in thein the Midwestern United States, I show that the lawyers interviewed in this study co
organizational motivators.
and job satisfaction. Nonlinear effects are also observed for surface acting: the initial negative relationship of surface acting with job satisf
a new light on the context of crowd labor that might matter for CSCW researchers.
rom work. We propose, however, that surface acting self-efficacy can help buffer the resource depleting effects of surface acting leading to
acting and genuine expression significantly predicted their emotional exhaustion. Furthermore, emotional intelligence moderated the relati
findings are: (1) personality factors of employees drive their EI, affectivity, emotional labor, emotional exhaustion, and CWB and (2) EI and
ne company in South Korea, the results indicated that perceived distributive and procedural justice were positively related to service emplo
nt effects of emotional labor on the relationship. The findings of this study suggested that employee CO is positively related with job satisfa
daily diary studies examining the role of customer treatment toward employees in channeling emotional labor's impact on employee emoti
e, all conceded that they used emotional labor to conceal their feelings from students; most acknowledged such acting as a survival skill. T
ases social workers’ job satisfaction significantly. This study has implications for the management of emotional labor. By educating emotion
r that while emotional labor can be taxing, the potential for job satisfaction to increase, rather than decrease, through effective manageme
ationships among EI, emotional labor (EL), emotional exhaustion (EE), and commitment to customer service (CCS) among pre-flight attenda
g with students, as compared with colleagues high in power (tenured faculty). Additionally, tenure had a mitigating effect on emotional lab
Sometimes, these displays are accomplished through surface acting, like pretending to happily accept the slow pace of committee-led chan
ms and for managing
y increasing frontlinehospital-based human resources.
employees’ understanding of customer participation. Second, the finding that CO plays a more critical role in the redu
action. A third contribution of this study is the use of a new concept, which will be called person-customer fit (PCF), to reflect employees’ p
correlated positively with deep acting, whereas suppression correlated positively with surface acting. The findings further suggest that rea
thin our sample of West Texas Baptist pastors. Emotional expressivity is negatively related to surface acting, but not deep acting, and positi
substandard care. Scholars of emotional labor note these trends with interest, because emotional labor is essential to nursing practice. But
o fully elicit positive reactions from subjects. Study results suggest that global hospitality standards should reflect findings of psychological r
nd job performance. In addition, adaptive selling behavior partially mediated the relationship between emotional labor strategies and job p
ediated service interactions and its relationship with workers' acting strategies (i.e., surface acting, deep acting). Further, we examined if em
he service industry and emphasizes that cultural differences should be considered in understanding the emotional labor and burnout of ser
ed 42 as improper responses were analyzed using t-test, ANOVA, Pearson
ovements/Applications: This study revealed that the important individual factor of resilience had a positive influence on organizational com
ministrators and teachers addressing the relations to commitment, job satisfaction, exhaustion, and other factors can be conducted.
health and resultantly on their performance. So, emotional labor has become a new challenge for the modern managers and therefore, th
erating role of perceived employees’ emotional labor on the relationships between customer participation and spending money. Even whe
gents were able to claim that they were educating clients rather than selling to them. This made it possible for them to avoid feeling that th
ct's cognitive load during the use of AgencyGlass. The result suggests that the AgencyGlass can perform joint attention similar to humans;
xhaustion. Contrary to previous study findings, employee-focused emotional labor dimension of surface acting was not related to any burno
rketing & Technology introduces mindfulness to managers and explores its potential for enhancing the service encounter. We begin by revi
mber 2013, this article addresses this gap. Findings indicate that the emotional labor that servers engage in the frontstage is processed in ba
e), respectively; and (c) that performance is optimized when momentary regulation strategies are aligned with activation- and inhibition-or
the workplace. In addition, emotional labor, particularly surface acting, may have negative consequences for individuals' psychological well
se dyads indicate that, surface acting at home mediates the relationship between surface acting at work and spousal ratings of family qualit
onship between perceived passion, quality of the presenter and investment intention. We confirmed our theory by studying 161 matched
d how the emotional labor concept presents within a training restaurant environment. A qualitative approach using observation and in-dep
sport. In study 1, participants (n=487) completed measures of organizational stressors (OSI-SP), emotional labor (ELS), burnout (ABQ), and
t translates the implications of distinct emotional labor strategies into coworker harming. Moreover, emotion regulation self-efficacy moder
ment occasions). The results of multilevel analyses showed that, as hypothesized, daily strain at the start of the work shift was positively re
ientist. Following a process of thematic analysis, the results were organized into the following overarching themes: (a) factors influencing e
owed differential moderation effects of the three sources of support at work. Specifically, the positive relationship between deep acting an
the training process from the coach’s point of view: the creation and enforcement of rules to differentiate the boxing gym from “the street
SEA = .05; TLI = .93; CFI = .93. The results also revealed that teacher burnout was positively associated with surface acting and negatively a
h depressive symptoms. Higher surface acting levels were significantly and positively associated with low back pain; higher deep acting leve
pact on employee
the emotional laborHowever,
scores forrepresenting
the above 4 asub-categories
psychological were
state of
stillemployees toward
significantly their
high in organization,
those organizational
who experienced trustviolenc
workplace leads
influential variable on the performance of the employees and the most one used among the sample of the study. In addition to that, it ap
y often display emotional labor behaviors. It was also found out that PsyCap competencies teachers possess have an impact on their tende
d them to cope with the challenges brought about by the emotional demands of teaching. The results indicate that teachers should perfor
nal work, and affect in gendered social relations, considering Sara Ahmed’s theorization of the feminist killjoy and the affect alien. It applies
ppressing, and coping with grief revealed implicit meanings about the nature of grief and the appropriateness of grief display. Employees o
vely influence employees’ work-life balance which in turn drives employees’ affective commitment. Results of the second study confirm em
phers who question the separation between data and analysis, we explore how emotions and power intersected in two key ethnographic “m
en P–J fit and deep acting is stronger, and the negative link between P–J fit and surface acting is weaker when P–O fit is high. Emotional lab
countries reported using more surface acting and experiencing greater burnout than others. Therefore, coping and support mechanisms m
ndings in Study 1 are used to ground the development of a measure assessing a critical component of the emotional labor model–display r
ction to provide quality service and to get customer satisfaction. This research describes that emotional labor has major two types, firstly s
el; positive affect and intrinsic regulation have relatively positive correlation with deep acting. Surface acting is positively related to emotio
gly employees perceptions towards internal marketing practices that are considered to have important consequences on companies, and t
of the sideshow carnival metaphor by showing how emergency professionals in the area of natural disaster management have become mo
exhaustion and has negatively effect on the mental health. Deep
private sector (Study 2) in Thailand, our findings revealed that deep acting (but not surface acting) partially mediated the relationship betw
a negative link between surface acting and emotional exhaustion was found, whereas no significant link was displayed between deep actin
of emotional exhaustion. Hierarchical linear modeling results indicate that casino frontline employees’ perceived mindfulness has a signific
he form of emotional labor in which employees manage their external emotional expression), job satisfaction, and burnout (consisting of e
r supervisors within 35 teams in a hospital. The multilevel results of both studies showed that the relationships between individual deep ac
CE) scores of interns and residents. Specifically, this cross-sectional study utilized the Maslach Burnout Inventory and the Emotional Labor
ministered to 144 supervisors in four Chinese hotel companies. The results showed that the interactive effects of genuine emotions and su
s a mediating variable. To investigate the relationship among above stated variables, correlation and multiple regression analysis were cond
, data have been collected two times from same respondents by applying simple random sampling technique. Data were collected by nurse
occupational stressors, and depressive symptoms. Multiple regression analyses were performed to explore the association of these stressor
to determine the effect of personal demographic variables on the emotional labour of hotel employees in the tourism sector. In our researc
nalysis is informed by both theory and practice, and it takes a dialogic approach that depends upon the interactions between the two.
order to investigate the teachers’ emotional labour behaviors, “Emotional Labour Behaviors Scale” which was adapted by Kaya (2009) was
umers’ emotional labor. In addition, we show how platforms and their policies matter in encouraging emotional labor, indicating the need t
g, but not surface acting, and emotional exhaustion. These findings suggest that psychological capital generally plays a positive role in the e
e positively to flow and negatively to exhaustion and consequently, to a lower need for recovery at the end of the workday. In turn, need fo
re association with other individuals is a substantial part of the job. The sample population for this review comprised 28 insurance agencie
e that monitors emotional labor is necessary. Violence from colleagues and supervisors in the workplace must also be reduced.
pals’ leadership behaviors are significant predictor of teachers’ emotional labor simple regression was used. The results indicated that fema
’. It is found that male professional freesurfers are competent at employing strategies for doing emotional labour when doing digital media
nced for women, and how communication studies as a gendered field exacerbates expectations to perform such labor. Moreover, I highligh
. The results of structural equation modeling indicate that transformational leadership positively predicted employees’ proactive customer
al labor, flirting requires a prior acquaintance with the customer. Managers indirectly encourage hospitality employees to flirt to maintain a
al expressions) but relates positively to deep acting (i.e., regulating inner feelings) at work. We also find that the indirect effect of servant l
nd the U.S. The study drew on language teachers' questionnaire (n = 30) and semi-structured interview (n = 25) responses in identifying the
mplications for the micro, meso, and macro levels of organizations are discussed.
ously manufactured and constrained. Emotional labor enactment varies between organizational contexts, among cashiers emp
al dissonance are hypothesized to lead to greater emotional exhaustion, but only emotional dissonance is hypothesized to lead to lower job
a "mothering" persona. According to Pierce, the nonreciprocal emotional labor that lawyers and paralegals perform in these roles is a sign
cific concepts and techniques. However, the term professional feelings disguises a complicated process of negotiation between different ide
Feldman (1996), the study reported herein assessed emotional labor as a multidimensional construct, consisting of frequency of emotion
erviews and observations allowed me to better understand and portray the emotional labor that nurses perform. I will use Hochschild theo
udying these expatriates to their language teachers, this study uncovers the intimate aspect of the language service that Cantonese and Pu
e 2, revised scales were administered to a second sample of service workers (N = 427) for reliability and validity purposes. Structural equati
ted positive functions of emotional labor, this article speaks to a broader issue: the role of emotional labor in the construction of organizati
for understanding the qualities of emotional expression and cultural performance in human service organizations.
mance while lowering stress when being humorous was consistent with the participant's mood and personality. On the other hand, it was
els of emotional labor are reviewed and empirical tests o f the model components are critiqued. The primary models of emotional labor ar
the representation of the fitness club, the brokering of clients’ consumer relationships with the fitness industry, the motivation of clients th
ations are discussed.
of emotional labor performed for the benefit of clients, their increased level of substantive involvement may, in fact, release them from the
)nd anyemotional
and depressive symptoms.
labor factors. The measurements
Similarly, for emotional
the proposed moderators labor
(jobwere performed
autonomy only on
and social the case
support) group
were not and nottothe
found control the
moderate group. R
relati
, in-depth interviews, and critical incident technique. A brief overview of some of the pilot study's findings is also included.
onal goals. Results also showed that deep and surface acting had different consequences for employees. Overall, the study found that emo
b performance and explain how positive and negative outcomes can result from the emotional labor process.Propositions are developed t
abor as well.
ment to display rules, positive and negative affectivity, and duration of interactions were all predictors of at least one of the emotional labor
vidence for the convergent, discriminant, and criterion-related validity of the DEELS.
invisible and uncompensated. Public service relies heavily on such skills, yet civil service systems, which are designed on the assumptions
d job-induced tension. Implications of the current study and directions for future research are discussed.
n important aspect of reality in science teaching. The teacher in this study is willing to do the emotional labor that involves some suffering
ell-being, and job satisfaction. Females are more likely to experience negative consequences when engaging in surface acting. Individuals h
hat solicitedbut
ategories, recalled conversational
also for episodes.
other dimensions Resultsinshow
of diversity that antecedent
the organization conditions and
and associated display rules created controlled employees who
consequences.
the ability of a service provider to regulate, perceive and manage emotions in themselves and service ecipients will reduce negative psych
nships with the three emotional labor strategies. Overall, the results of this study expand the nomological network of surface acting and de
ust be committed to display rules for these rules to affect behavior.
e extent to which outdoor adventure resembles fantasy. However, the fantastical characteristics tend to be overshadowed by the discourse
pational model. Results supported this argument. Implications for future career and human resource management research concerning em
find dignity in a job that is often degrading and humiliating.
nd the customers. Results revealed that participants who had interacted with unfair customers experienced negative counterfactual thinkin
task requirements with people skills prompts phlebotomists to develop coping strategies that emphasize professional demeanor, the displ
otional intelligence also moderated th e emotional labor and burnout relmionship. Implications f or researche practice are discussed.
rvice employees. In a 2 x 2 factorial design, the employees varied both the extent of their smiling behavior and their emotional labor displa
iable source of justice, and customer behavior impacts the effort required of service workers to adhere to organizationally sanctioned emo
ver and client satisfaction
nature of the of
erformance emotional labor
emotional that
labor was
and performed
annual given
appraisals situational
that demands.
acknowledge Rather,the key
its performance, therole of emotional
authors intelligence
review appraisal seemed to be as
instruments
in the service delivery process. Specific research propositions are developed that offer insight into the antecedents and potential impact o
as well. The results; (1) One need to pay significant effort and feel difficult to perform surface nd deep-action in emotional labors, and dee
motion (Lazarus, 2001; Scherer,2001; Smith & Pope, 1992; Smith, Haynes, Lazarus, & Pope, 1993) to the literature on emotional labor by de
or strategies
*NET often.
job codes andContrary to ourdisplay
self-reported hypotheses, emotional intelligence did not moderate the relationship between the emotional labor stra
ect on the experience of emotional dissonance and psychological strain at the end of a work shift. Emotional dissonance partly mediated th
uum from investment to detachment, that enabled them to cope effectively with each type of patient. The implications of these strategies
ed using cross-sectional mail survey data collected from employees of four cities in a Midwestern state. The results of ordered probit mode
exhausted and cynical than deep actors and the mediating role of emotional labor between burnout and job and personality characteristic
o mediate this moderated effect, this hypothesis was not confirmed. Considering the results post hoc, a revised theoretical model is propo
conformed to the three-factor model with a Chinese sample.
train and job satisfaction were examined. Depressed mood was found to mediate the relationship between surface acting and job satisfacti
lly, relationship management was related negatively to both directions of behavior-based work-family conflict, but was associated positivel
k, and c) emotional labor shapes identity in recreational performances of the body.
ation of health care may be influencing the emotional experiences of today's healthcare professionals and the implications of this trend for
austion and professional tenure. These results and their practical implications for school administrators are discussed.
ribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center worker.
ering effects on physical and emotional health. While no official regulations or identification standards specify emotional labor as an occup
ower levels of burnout) and the organization (enhanced customer satisfaction). This study examines the role of key job–environment chara
study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration of call center
nd path analysis. The results were as follows: First, Salesperson's emotional labor was composed of two factors; emotional labor toward th
registered nurses, support is provided for this proposal by showing how structure and culture combine to differentially affect nurses' expe
onal support moderated the relationships between emotional labor and job satisfaction and burnout.
outhwest Nigeria. The study adopted descriptive survey research design. Stratified random sampling technique was used to select particip
henticity as mediator of this relation, whereas Grandey (2000) suggests that facial feedback could have a role in the relation. So far, both m
utcomes but find no support for such an effect.
association of surface acting with increased emotional exhaustion and decreased job satisfaction. Contrary to hypotheses, deep acting wa
their management by workers. The first uses emotional labor as a vehicle to understand the organization, structure, and social relations of
e leader emotional display responses to affective events. We also look at followers' trust in the leader and leader well-being as key outcom
ustion and turnover intentions
crete emotions and fairness-related counterfactual thinking and were significant even when the participants themselves had been treated f
Journal, 25(1), 103–116; Guerrier, Y., & Adib, A. (2003). Work at leisure and leisure at work: a study of the emotional labour of tour reps. H
ministrators is not to make work more efficient but to make it more humane and caring Affective leadership, and recogni tion of the centrali
rally felt emotion but less surface acting than employees who were low in regulation of emotion. Furthermore, mediation analyses reveale
ales). Th e teachers were employed on a full-time basis and held no administrative position. Th e average work experience was 17.14 years
ct and implicates the need for organizational cultures with relevant emotional labor supports.
ested that the development of emotional intelligence through clinical supervision and reflective practice is of significant benefit to both hea
elaborates a different result of emotional labor according to the coping strategy. The analysis result supports this research's assumption. In
gy relationships.
models were proposed and tested in which emotional labor mediated the relationship between customer incivility and outcomes. Data from
ce acting led to increases in subsequent strain while deep acting led to increases in job performance. In contrast, there was no indication o
fic Northwest (N = 109), we assess three primary hypotheses: (a) The greater the emotional management required of officers, the greater w
th the work and family domains relate to affective responses to each respective domain, which in turn relates to work–family conflict and w
ncreases “good faith” acting while it moderates the relationship of display rules with “bad faith” acting.
ction was significant, and the significant effect was found in both gender groups. Limitations and practical implications are discussed.
d the relationship between customer mood and employee mood. When employees were in a bad mood, the degree of social support they
cal distress; and finally (e) work-family conflict was positively related to psychological distress
s (HR) practices to assist hotel employees provide quality service while dealing more effectively with the strain associated with the perform
10-13370-010). Comments on the original article Emotional intelligence: Toward clarification of a concept by Cary Cherniss (see record 2010
to acute reactions at psychological, physiological and behavioral levels. These reactions finally affect the health outcomes in the form of se
ed almost entirely on the “big five” model. The results in practically all of these cases are often quite surprising and contradictory. Here an
ts also suggest that focusing on developing human resource strategies for volunteers could enhance understanding of how volunteers man
dership fosters growth and development of followers.
s with indicators of impaired well-being and job attitudes but positive relationships with emotional performance and customer satisfaction
dividual-level display rule perceptions and emotion regulation strategies. Finally, unit-level display rules also interacted with individual-leve
ed moderating effects of gender: the within-individual relationships were stronger for females than for males.
l as negative association with job satisfaction was weaker when PsyCap was high. In addition, positive association between deep acting and
ciation with self-reported citizenship behaviors. The implications of the results for future research and practice are discussed.
lts suggest that emotional labor be not necessarily detrimental to workers' engagement. Instead, the impact of emotional labor hinges upo
onflict mediated the relationship between emotional labor and burnout. However, no moderation effect of work–family on the SA–burnou
mplex relationships inherent among emotional labor and other relevant factors, namely, personality, culture, work experience, job autonom
tionships such that women were more likely than men to report positive consequences when engaging in deep acting. POS and gender inte
es to teachers, such as: increase in job satisfaction, commitment, self-esteem, and work effectiveness. This article argues that the contradi
l displays toward others, as well as the ability of religious support and beliefs to buffer the negative effects of emotional labor on individua
exhaustion, and job satisfaction. Additionally, the relationship between emotional labor and affective commitment was mediated by emoti
are more likely to deep act. In addition, surface acting is mainly associated with undesirable work outcomes, whereas deep acting is mainly
nalyses showed that perceived authenticity mediates the relationship between the perceived display of positive emotions and perceived p
ent and cynicism, and (c) expression of naturally felt emotions significantly mediated the relation between affective commitment and feeli
e of
in doctoral
racialized,students
gendered impression
while management
conducting at the generalized bureaucratic level; and (2) they rely on instructions grounded in race-b
their doctoral
motion) in the affectivity (a general positive or negative tendency to experience a particular mood)-emotional labor and emotional labor-ps
tively with students, and build authentic teacher-student relationships Hargreaves, 1998). One approach to exploring the emotional practic
patients and prove that it may be possible to be increase their performance level they demonstrated. A survey has been made among 72 n
nd emotional dissonance) partially mediate the effects of organizational EL display rules on burnout.
onal labor strategies; surface and deep acting. How these three distinct sets of emotional labor strategies are specifically related to effort –
tive display rules generally trigger group-level deep acting, whereby teammates seek to change their internal feelings. Negative display rule
e to be extracted, refined, and exploited (Hochschild, 1983/2003). As such, the process of teaching workers to emotionally labor is a core m
oles in the above processes, exhibiting both main and moderating effects on emotional labor.
es are addressed.
nd emotional labor. Implications of the study to practitioners and researchers were discussed.
eld. It elaborates the concept, the definition, the structure, the emotion work strategies, the measurement, the antecedents, the conseque
y by positive and negative emotional regulation strategies.
hat a work unit with a climate of authenticity should provide a self-regulatory break from emotional labor with patients, thus replenishing
sults of structural equation modeling showed that EI had a direct, positive effect on EE and personal accomplishment and a direct, negative
nteractional justice is negatively associated with negative emotions; (3) negative emotions relate positively to surface acting and negatively
lationship is partially mediated through the surface acting to burnout path.
le individuals with higher negative affect exert more effort to enact emotional labor. A positive relationship was found between emotional
ng was high. The results for deep acting were inconsistent. Overall, our results demonstrate how the concepts of surface acting variability a
otional labor states do not incur these harmful consequences. We identify different patterns of worker- and work-related correlates on the
the relationships between emotional labor and job satisfaction and burnout.
nagement students,Hierarchical
ction relationship. the results multiple
show that PSM is negatively
regression associated
analysis revealed with
that surface
surface acting
acting andpredict
could positively
job associated
satisfactionwith
overdeep acting.emoti
and above Amo
0 occasions). The results of multilevel analyses show that daily surface acting at work has an indirect relationship with daily well-being thro
ustion. Interestingly, co-worker support had reverse buffering effect on the relationship between deep acting and emotional exhaustion. T
motional exhaustion. Implications and suggestions for human resource management practice are discussed in the study.
s ambivalence allowed hierarchies between women to be reified, rather than dissolved; although plus-sized employees and customers expr
ntributions of the study to theory and to human resource management practices are discussed.
n analysis indicated a positive association between all three workplace stressors and NA and between NA and EE. There was also a relation
iding emotions (r=0.44; p<0.01). In the explanation of emotional exhaustion and depersonalization levels of the employees, the hiding emo
ctors such as support from the organization, or job autonomy. Individual differences such as personality traits and attitudes toward custom
face acting. The positive display rule condition positively predicted deep acting, which further predicted subjective performance in the form
rs and in addition to promote the spirit of service providing and effectiveness of employees, create some competitive advantages for them
d critical feminist perspectives on women’s experiences of work. Second, the author examines the theory of emotional labor and the ongo
l labor performed by employees.

ly" encountered difficult patrons, among whom the most frequently encountered types were the "externally attributive" and "critical" one
any influence on personality traits, emotional labor, and organizational citizenship behavior, and then compare the different results.From th
ustion. Interestingly, co-worker support had reverse buffering effect on the relationship between deep acting and emotional exhaustion. T
t Group as the research subjects, data for 235 questionnaires is subjected to SEM analyses. The results show that, Emotional Labor present
d Emotional Labor in the Hotel Industry is studied. This study also analyses its relationship to selected antecedent variables and outcome va
ruct of emotional labor in the literature has tended to divert the focus from its primary purpose: a value adding activity for the organizatio
ons were found not only concerning the scores for emotional labor strategies and core burnout, but also between the respective subscales
tunately, the popular caricature of faceless and uncaring bureaucrats shows that we have a long way to go in this area.
empirical gap. Meanwhile, it suggests that the entire professional system orchestrates different tools--including collective-ritual-like semina
al labor, service climate, and customer satisfaction to provide a more complete view of how salespeople emotion regulation and emotiona
ary studies demonstrates that examining affective dispositions and emotional labor constructs and the pattern of positive and negative res
eaching and teacher education are put forward.
simulation with U.S. college students, and (c) a multilevel study of Taiwanese sales firms. Overall, financial rewards for service performance
lking about (a) the facts that just transpired, (b) the feelings aroused by the encounters, or (c) the positive aspects of the experience, or the
pervision and the two emotional labor strategies, such that the relationships were stronger for employees with lower openness. Findings of
or: perceptions of display rules and the emotion regulation strategies of surface and deep acting. Data were collected from a sample of Am
of emotional exhaustion. In general, personality traits were found to predict emotional labor and all dimensions of emotional labor were fo
ob satisfaction and organizational commitment, while emotional exhaustion only predicts job satisfaction.
ttendants from six airlines was conducted, and the research validated the model by SEM, demonstrating that internal marketing significantly
om Łódź and its surroundings completed a set of questionnaires: Emotional Labor Scale; MoodRegulation Scales, Maslach Burnout Inventor
working with secondary data sources. This article highlights some of the complex ways in which emotions enter the research process during
orrelational study (N = 241) examined links among organizational-level climate variables, turnover-related attitudes, and emotional labor in
ate how what we already know from emotional labor research can affect the outcomes for entrepreneurs and their stakeholders. Third, we
ings of the study indicate that frequent use of surface acting may have detrimental consequences for employees as well as for the organiza
o different types of display rules that prompt the use of different emotional labor strategies, highlighting the importance of how display exp
. Journal of Personality and Social Psychology 54:1063–1070, 1988), and emotional exhaustion was assessed through Burnout Scale (Ericks
xtra role performance; employee creativity mediates
in China fills the
emotional labor is deemed as one of the basic conditions of providing service quality. Emotional labor is generally accepted as one of the
ch extracted by Cronbach's alpha was suitable. The effect of each independent variable on the dependent variable was measured by using
ted in student evaluations through the process of “ducking diversity”. The organizational structure of required diversity courses marginalize
at psychological detachment and psychological attachment both had with creativity; these relationships were stronger when team creative
05 customers (individual-level N = 61, service encounter-level N = 305) and the hierarchical linear modeling analyses was performed to test
mediation effect of POS. Implications of the study were discussed.
ly mediated the relationship between surface acting at work and spouse ratings of family quality. Implications for theory, research, and ma
labor. Our data was collected from multiple time phases (at the start and end of the internship) and multiple sources (self and supervisor r
e role of customer treatment toward employees in explaining emotional labor’s impact on emotional exhaustion. Study I relied on a two-w
nce sampling field study of 78 bus drivers, we found that daily surface acting was connected to increases in each of the outcomes noted abo
he means to establish a suitable work environment that encourages hospitality employees to perform genuine or deep acting while minim
ce of service sabotage. We also hypothesized burnout to have, a mediating effect, while emotional intelligence has a buffering effect on th
ed anxiety less frequently. Teachers reported suppressing or faking their emotions during roughly a third of all lessons. Furthermore, EE wa
emorial services, and reframing loss to find meaning in work. The organization had strong staffing, but emotional labor was not recognized
sociated with decreased emotional exhaustion. Moreover, coworker support significantly attenuated the harmful impact of emotional dem
hose with low prosocial motives, presumably by allowing them to “act” like they want to help others. This helps to explain the weak relation
/private). A survey was conducted with the participation of 370 primary school teachers from Ankara, Turkey. Results indicated that Turkish
urrent focus. Applying job demands–resources theory, this study investigates how a frontline employee's customer orientation helps to dev
beyond burnout, by integrating interpersonally targeted organizational citizenship behavior (OCB-I). Specifically, we found that naturally fe
re may be more beneficial for high than for low reward-sensitive individuals. Hypotheses were tested in a sample of 237 service workers (N
moderators of the relationship between emotional labor and worker well-being. The findings suggest that surface acting emotional labor i
ention among employees in service occupations, emotional demands placed on them should be reduced while their level of emotional inte
al support and job autonomy. To this end, a questionnaire was employed to employees of hotels operating in Antalya Province. Results of t
archive, I argue that emotion can play a foundational role in generating activist interventions and building the necessary community require
hers’ emotion appraisal (OEA) on surface acting were shown to be significantly higher among female employees than among males. Furthe
sample irrespective of the demographic influences. This relationship proved to be higher and positive for the female married segment thu
ly committed employees engage in more surface acting. At the end, the implications of the findings are discussed.
de. We further proffer that the intra-psychic processes embedded in emotional labor represent a form of social self-regulation that impact
tional conflict as an emotional scenario.
and suggest a future direction of research on emotional labor on the basis thereof. In addition, it attempts to look for positive aspects of th
create a more positive work climate and better customer service.

e preschool teachers. This study also discussed the human resource management issues related to preschool teachers based on the researc
al labor among primary and secondary school teachers.
us attendees
“actually in the
feel” these meetings.
emotions oneAdditionally, increased
wishes to display, suchvariability in surface
as compassion for aacting across
patient’s workplace
problem. meetings
Methods: wassample
A large positively related(33.9%
of 24,586 to rep
ued research into emotional labor, including its impact on EMS professionals is recommended, as well as role play training to help EMS prof
l a positive relationship between the variety of emotions displayed during the projects, operational effectiveness and flexibility while emoti
e whole friendship network within an organization, the more likely that person is to do deep acting through the mediating effects of state-p
ons in terms that are more abstract) are less likely to surface act and more likely to deep act as compared to “low-level agents” (i.e., individ
me. This studyaffecting

nd positively was conducted to reveal
the emotional the relationship
burnout between the but
and depersonalization, emotional labor and and
was significantly burn-out levelsaffecting
negatively of shopping mall employees,
the sense of personalwho
ach
te empirical support for our predictions. The findings are discussed in terms of their implications for our understanding of emotional labor
o critically shape the role of surface acting. The positive, indirect relationship between surface acting and coworker harming, through ego d
labor, is a frequently used emotional labor strategy that has positive effects for both employees and customers. We examine how identity p
iction of employee well-being, and (d) influence on organizational performance. On this path, we introduce emotional labor as a dynamic i
g from a person-centered perspective. Using latent profile analysis, we identified 5 emotional labor profiles—non-actors, low actors, surfac
ngingness needs of employees. Further, via an organizational justice lens, we argue that emotional labor is an unfair labor practice because
ancy between felt and required emotions) on daily psychological well-being (ego depletion, need for recovery, and work engagement). In a
simulation to examine how shifts in customer incivility impacted on continuous measures (captured every 200 milliseconds) of participants
ntentions of using crowdfunding in the culture industries. Crowdfunding appears to advantage culture producers with particular personalit
relationship exists in the mediation between emotional labor and burnout. Specifically, the ability to regulate one’s own emotions decreas
nts, people of color experience an unequal distribution of emotional labor as a result of negotiating both everyday racial micro-aggressions
bor than women, men benefit from their emotion management in ways that women do not. Gender moderates the relationship between t
omprises two subscales: cognitive reappraisal (an antecedent-focused factor aimed at changing the way a situation is construed so as to de
essionals. However, it is possible to predict that the regulation of emotions may have a negative impact on teachers in terms of their psych
strategies, deep acting enhanced job performance and reduced burnout, while surface acting improved work performance but increased b
an object, EASW is not facilitated. EASW seems to be facilitated when the horse is perceived as a subject by both staff and clients, provide
to examine the behavioral profile (i.e., class) of employees’ deployment of emotional labor strategies and how these profiles relate to job s
abor (surface acting, deep acting, and genuine expression) and the associated psychological costs (psychological effort, emotional dissonan
ker. Emotional labor can have both positive and negative effect on the work, and knowledge about different kinds of emotional labor can a
ers and line employees. Data were collected from 309 customer-contact hotel managers and line employees in the United States. Results o
ngs show that emotional labor exists primarily when interacting with customers, colleagues, and superiors. Librarians performed significan
onal exhaustion, and deep acting had no significant effect on emotional exhaustion. Moreover, emotional labor mediated the relationship
cally expressed emotion contributes to job satisfaction. But when workers must express an emotion they do not actually feel, the level of jo
more quickly as compared to a person who is high in anasakti. Results from 116 ASHA workers bring forth that Asakti-Anasakti mediates t
amework intersects research on emotional labor with recent geographic literature on children, urban governance, and emotions. We explo
plications for those reporters who engage in it.

rpose
positiveof relation
this review
waspaper
foundisbetween
to clarifydeep
the relationship between emotional labor and non-task behavior more specifically.
ve emotions while display rules govern appropriate
formed mid-level emotional labor in general.
results showed that work engagement partially mediated the relation between deep acting and OCBO, and that between the expression o
cting strategies and their consequential behavioral outcomes. Some results were statistically significant and supported the concept of EI an
n was
the perceived
two, and thatinauthenticity. Theseintelligence
leaders’ emotional results indicate the benefits associated with teachers' impressions of personnel officials' authentic e
n, “optimism” exerted a mediating
e reviewed and discussed in the entry.

ng-term customer relationships. In addition, employee surface acting negatively predicts customer satisfaction, which in turn harms custom
erarchical positions report different levels of emotional labour or does emotional labour increase as the job position increases? Third, do le
equently suffer from greater practice stress and emotional labor. The results are expected to be used as fundamental data that can help im
is article, we introduce and conceptualize emotional and cognitive labor as consequences for people of color as they navigate everyday life
tistically significant positive correlation was established in the following three, the positive correlation between self-efficacy and grade level
erstudied industry with regard to either emotional labor or political skill. We found that perceptions of positive display rules and levels of p
ffects frontline employee creativity through increasing deep acting and decrease surface acting, while prevention focus negatively affects fr
wyers interviewed in this study cope with their own feelings by using emotional labor to suppress the spontaneous expression of personal f
p of surface acting with job satisfaction is exacerbated at high levels of surface acting. Overall, this study enriches current research findings
ffects of surface acting leading to withdrawal. Using data from two sources, collected at two points in time, we surveyed 121 nurses and link
intelligence moderated the relationship between surface acting and emotional exhaustion. These results reveal the important role of emo
austion, and CWB and (2) EI and affectivity impact emotional labor, emotional exhaustion and CWB. Through the integrated model, we hav
ositively related to service employees' psychological capital, which, in turn, fostered deep acting but not surface acting. Deep acting was ne
positively related with job satisfaction and deep acting while negatively related with surface acting. This study also found that emotional la
abor's impact on employee emotional well-being. Specifically, Study 1 measured emotional labor at the between-person level as habitual e
d such acting as a survival skill. Teachers expressed relief at having a language for their emotional work, suggesting that the theory offers a
onal labor. By educating emotional laborers to reappraise situations to increase their job satisfaction and avoid burnout, reappraisal training
ase, through effective management of such labor should not be underestimated.
e (CCS) among pre-flight attendants in the undergraduate airline service programs. The results of the study revealed that the better pre-flig
itigating effect on emotional labor amongst male faculty, but heightened stress amongst female faculty. Together, the data suggest that, co
slow pace of committee-led change. Other times, through deep acting, members internalized new emotional reactions, such as pride, inste
ys a more critical role in the reduction of surface acting has important managerial implications. The recruitment and selection of frontline e
fit (PCF), to reflect employees’ perceived fit with customers. Although many researchers have investigated the relationship between custom
findings further suggest that reappraisal and deep acting are linked to experiencing positive emotions, whereas suppression and surface ac
g, but not deep acting, and positively related to genuine emotional displays. We also found that surface acting is negatively associated with
essential to nursing practice. But is emotional labor a universal construct, or is it particular to cultural context? How much can be imported
reflect findings of psychological research on emotional labor and also that business normative guidelines should encourage the display of s
otional labor strategies and job performance. These suggestions will allow human resource managers to select the right employees and pre
ting). Further, we examined if emotional presence and acting strategies predict job satisfaction as well as burnout. Data collected from 130
otional labor and burnout of service industry employees.
e influence on organizational commitment. Thus, resilience should be actively promoted and a program developed to enhance the resilienc
actors can be conducted.
dern managers and therefore, they are trying to find ways to reduce or eliminate it. The purpose of this study is to empirically test the med
and spending money. Even when customers were highly involved in the purchasing process, they spent less money when they observed e
for them to avoid feeling that they were taking advantage of customers who might have been better off without the service they sold them
int attention similar to humans; however, its attentional shift is weaker than in humans.
ting was not related to any burnout dimensions. The study findings suggest essential recommendations for researchers and industry manag
vice encounter. We begin by reviewing the two main conceptualizations of mindfulness: the cognitive and the contemplative. We then expl
the frontstage is processed in backstage spaces where servers interact out of earshot of customers. In this space, servers mitigate the stres
with activation- and inhibition-oriented traits. Empirically, across two studies, we employ a multilevel approach (i.e., within- and between-p
or individuals' psychological well-being.

d spousal ratings of family quality. Although deep acting at work is positively related to deep acting at home, deep acting at home is not sig
heory by studying 161 matched responses from entrepreneurs and investors during business idea pitch events. Results confirmed a positive
ch using observation and in-depth semistructured interviews was used. The findings provide interesting insights into how students experie
labor (ELS), burnout (ABQ), and turnover intentions. In study 2, a 6-month longitudinal design was used to examine measures of organizati
on regulation self-efficacy moderates the role of surface acting. The positive indirect relationship between surface acting and coworker har
of the work shift was positively related to daily surface acting and unrelated to daily deep acting. Furthermore, daily surface acting mediate
themes: (a) factors influencing emotional labor enactment, (b) emotional labor enactment, and (c) professional and personal outcomes. Th
tionship between deep acting and job performance was strengthened by perceived supervisor and coworker support. The negative relation
the boxing gym from “the street” and the use of “emotional regimens” in training. The coaches in this study acted as “old head” mentors fo
h surface acting and negatively associated with genuine expression. Further, teacher burnout was positively associated with turnover inten
ack pain; higher deep acting levels were significantly and inversely associated with low back pain. Study findings could inform occupational
ozation, organizational
experienced trustviolence.
workplace leads toOn
positive attitudes
comparing the and behaviors.
present scores This
with research
13 other also explores
service antecedents
occupations, it wasoffound
emotional labor
that toll and organ
collectors had
e study. In addition to that, it appeared that organizations which have a call center department tend to train their employees on the bases
s have an impact on their tendency to display emotional labor behaviors. The study presents valuable theoretical and practical implication
cate that teachers should perform emotional labor wisely.
oy and the affect alien. It applies these lenses to explore problematic experiences of women initiates at conferences. The paper proceeds w
ess of grief display. Employees often struggled to find the time and space to deal with grief, and faced normative constraints on grief expre
of the second study confirm emotional labor’s impact on their work-life balance perception. Conversely, job satisfaction is solely influence
ected in two key ethnographic “moments”: collecting data and writing the research narrative.
en P–O fit is high. Emotional labor partially mediates the interactive effects of P–J and P–O fit on service interaction quality and customer s
oping and support mechanisms may be beneficially adapted to the Filipino sample's distinctive cultural orientation, to maximize benefits an
emotional labor model–display rules. Study 2 assesses the psychometric soundness of the newly developed customer display rules scale us
bor has major two types, firstly surface acting (faking emotion), secondly deep acting (try to modify inner feelings). First one is not harmful
ng is positively related to emotional exhaustion and turnover intention. Furthermore, frontline employees in hotels have presented job bur
sequences on companies, and the way internal marketing practices affect employees ‘emotional labor behavior are the matters of concern
management have become more professionalized over the last several decades. This professionalization has led to a focus on the rational
mediated the relationship between PSM and customer service behavior. We also found that the relationship between PSM and emotional
as displayed between deep acting and emotional exhaustion. The results also revealed that different types of emotional labor fitness emplo
ceived mindfulness has a significant negative influence on their surface acting, which ultimately has a significant positive effect on their em
tion, and burnout (consisting of emotional exhaustion, depersonalization, and personal accomplishment). Multiple regression analyses show
ships between individual deep acting and outcome variables were dependent upon the level of peer deep acting in the team. As expected,
entory and the Emotional Labor Questionnaire as measurement instruments. A total of 225 interns and residents in central Taiwan answere
ects of genuine emotions and surface acting on turnover intentions were strengthened when supervisors communicated with other colleag
ple regression analysis were conducted. Questionnaires were used to collect the data from 199 secondary level teachers of private schools.
ue. Data were collected by nurse practitioners and also medical professionals regarding staffs from the private and government hospitals lo
the association of these stressors with depressive symptoms. Scores for job stress subscales such as job demand, job control, and job insec
the tourism sector. In our research we have reached conclusion that because of their emotional labor in the emotional labor process.of the
eractions between the two.
was adapted by Kaya (2009) was administered to the teachers in the study. This scale was adapted for educational field. For the quantitative
tional labor, indicating the need to analyze the topic on a fine-grained level. We conclude by deriving propositions for future research and p
rally plays a positive role in the emotion regulation process. It is also noted that although psychological capital can reduce employees’ emo
d of the workday. In turn, need for recovery was expected to associate negatively to vigor at bedtime through reduced relaxation during leis
comprised 28 insurance agencies in Jordan. Data were collected by questionnaire; the final number of usable survey forms was 193, with a
ust also be reduced.
. The results indicated that female principals display leadership functions in a high level. In addition to this, teachers display surface acting
labour when doing digital media work, such as micro-celebrity. However, this involves negotiating expectations, traits, and values of mascu
m such labor. Moreover, I highlight the shifting perception of the field and the related moves to expand emotional labor. Finally, I discuss wa
employees’ proactive customer service performance via deep acting, whereas abusive supervision was positively associated with employe
employees to flirt to maintain an appropriate customer feeling. Customers saw flirting as a kind of game employees ‘play’ to increase profi
at the indirect effect of servant leadership on surface/deep acting via affective trust is stronger than the indirect effect via cognitive trust. O
= 25) responses in identifying the most common emotions experienced by these teachers and how their relationships with students engend
ontexts, among cashiers employed at the same store, and within the individual. Cashiers are able to shift between six distinct e
hypothesized to lead to lower job satisfaction. Implications for future theory development and empirical research on emotional labor are d
s perform in these roles is a significant force both in perpetuating and in destabilizing the gendered hierarchical structure of law firms. Fran
egotiation between different ideologies. The difference between two groups of counselors indicates that both scientific and intersubjective
nsisting of frequency of emotional display; intensity of emotional display; duration of emotional display; required variety of expressed emoti
rform. I will use Hochschild theory of emotional labor to explain the data. The data that I obtained demonstrated that nurses perform emo
e service that Cantonese and Putonghua teachers performed. By looking at the micro-interaction dynamic of these language teachers' wor
lidity purposes. Structural equation modeling also was used to establish relationships among emotional labor’s dimensions and various an
in the construction of organizational community.
nality. On the other hand, it was hypothesized that humor will not affect the participants positively when being humorous was inconsistent
ary models of emotional labor are discussed in relationship to the empirical evidence for each. From the results o f this research is evidence
ustry, the motivation of clients through service relationships, and the entrepreneurial cultivation of a client base and semi-professional auth
ay, in fact, release them from the emotional labor that commercial-oriented paralegals are required to perform for the benefit of attorneys.
oup
not and nottothe
found control the
moderate group. RESULTS:
relations Whileemotional
between the mean values of job
labor and satisfaction, job insecurity, and the level of depressive symptoms of
its consequences.
is also included.
verall, the study found that emotion regulation is a viable platform for understanding emotional labor.
ess.Propositions are developed throughout the paper
least one of the emotional labor strategies. In addition, individuals who are high on positive affectivity, low on negative affectivity, and feel
re designed on the assumptions of a bygone era, fail to acknowledge and compensate emotional labor
bor that involves some suffering because the emotional rewards are gratifying. A perspective on emotion in science education may focus, a
g in surface acting. Individuals high in emotional intelligence experienced positive outcomes as emotional labor increased, and the convers
eated controlled employees who managed episodes by suppressing emotions. The consequences shared this theme of control by benefitin
pients will reduce negative psychological consequences of performing emotional labor and enable then to provide the 'expected' emotiona
network of surface acting and deep acting and suggest that the expression of naturally felt emotions is a distinct strategy for displaying emo
overshadowed by the discourse of authenticity that surrounds outdoor adventure.

gement research concerning emotional intelligence are discussed.
d negative counterfactual thinking, anger, and subsequently engaged in higher emotional labor compared with participants who were trea
professional demeanor, the display of skillful technical judgment, and the creation of an image of personal concern for the patient's illness a
che practice are discussed.

and their emotional labor display by engaging in surface or deep acting. The results show that the authenticity of employees' emotional la
organizationally sanctioned emotional display rules.
nalappraisal
ew intelligence seemed to be as a predictor of the perceived situational demands,which, in turn, predicted the nature of emotional labor t
instruments
ecedents and potential impact of emotional labor strategies on customer behavior. Managerial and research implications as well as avenue
on in emotional labors, and deep-action would engage more attention; (2) Both surface-action and deep-action resulted in decreased sadn
erature on emotional labor by designing a training intervention that teaches employees to change their felt emotions to match organization
etween the emotional labor strategies and personal outcomes. Results demonstrated how the emotional labor process can influence empl
al dissonance partly mediated the relationship between psychological strain at the start and psychological strain at the end of a work shift.
implications of these strategies for understanding the connections between self, emotion, and authenticity are also discussed.
e results of ordered probit modeling generally support the contention that male public employees experience higher emotional labor than
ob and personality characteristics is found to be rather weak. Managerial implications for hotel operators are discussed.
vised theoretical model is proposed based on Cropanzano, Weiss, Suckow, and Grandey's model of justice and emotional regulation. Future
n surface acting and job satisfaction.

flict, but was associated positively with both directions of work-family enhancement. Results support the expansion of job-related emotion
the implications of this trend for future research on emotional labor and the health and well-being of care providers and their patients.
discussed.
of call center worker.
cify emotional labor as an occupational hazard, some guidelines exist regarding its outcome: occupational stress. Emotional labor should be
le of key job–environment characteristics in the decision of tourism employees to engage in either deep or surface acting in the performan
r in administration of call center tole-communicators.
ctors; emotional labor toward the customer and emotional labor toward the organization. Second, Salesperson's emotional labor had nega
differentially affect nurses' experience of emotion and their performance of both surface and deep acting. Consistent with Hochschild's ori
ique was used to select participants in four universities in southwestern Nigeria. The stratified random sampling technique was used to sel
ole in the relation. So far, both models are coherent with the data. The analysis of the procedures revealed that data were collected only p
y to hypotheses, deep acting was unrelated to job satisfaction and was associated with lower positive affect. Extraversion moderated sever
structure, and social relations of service jobs, while the second focuses on individuals' efforts to express and regulate emotion and the con
leader well-being as key outcomes. Finally, we explore the influence on leader emotional labor of contextual dimensions of the environme
s themselves had been treated fairly.

emotional labour of tour reps. Human Relations, 56(11), 1399–1417) and have developed an exclusive hospitality emotional labor scale (HE
, and recogni tion of the centrality of emotional labor therein, are the means by which this approach is championed.
more, mediation analyses revealed that EI was a mediator between positive affectivity and deep acting. We discussed limitations as well as p
ork experience was 17.14 years (SD = 8.80). Confi rmatory factor analysis results supported the four dimensional structure of emotional la
of significant benefit to both healthcare and discipline staff.
ts this research's assumption. In other words, it was found that it is highly probable to have only negative consequences of emotional labor
ncivility and outcomes. Data from 120
ntrast, there was no indication of reverse causation: Neither strain nor job performance had a significant lagged effect on subsequent surfa
equired of officers, the greater will be their levels of burnout, (b) The greater the dissonance between officer’s own values and those of var
tes to work–family conflict and work–family enrichment. In turn, consistent with previous research work–family conflict relates to domain-
mplications are discussed.
he degree of social support they obtained moderated the relationship between their mood and service performance. Managerial implicatio
rain associated with the performance of emotional labor are also offered.
y Cary Cherniss (see record 2010-13370-002). Cherniss (2010) described three issues that need to be addressed en route to considering em
ealth outcomes in the form of several illnesses such as depression, hypertension, coronary heart disease and alcoholism. In this relationshi
ising and contradictory. Here an alternative, more conservative and more productive approach to individual differences is used and the res
standing of how volunteers manage their emotions on duty and suggestions for the further studies.
mance and customer satisfaction (ρs .18 and .37). A meta-analytic regression analysis provides information on the unique contribution of e
o interacted with individual-level dispositional affectivity to predict employee use of emotion regulation strategies. We discuss how future
ciation between deep acting and job satisfaction was further reinforced among participants with high PsyCap but not among participants w
tice are discussed.
ct of emotional labor hinges upon workers' ability to correctly identify interaction partners' emotions.
f work–family on the SA–burnout relationship was found. The results are discussed with respect to the general literature on the stress–stra
e, work experience, job autonomy, and job satisfaction; job satisfaction was identified as being dependent on emotional labor and all other
deep acting. POS and gender interacted with deep acting in predicting cynicism such that POS was related to reduced cynicism in response
article argues that the contradictory findings would be caused by the misconceptions and misinterpretations of the concept of emotional
of emotional labor on individual employees. Our hope is that these ideas spark interdisciplinary research on emotional labor that draws on
mitment was mediated by emotional exhaustion and job satisfaction. Genuine positive expression was the only emotional labor variable to
s, whereas deep acting is mainly related to desirable work outcomes.
ositive emotions and perceived performance success, while the specific senders’ emotion regulation technique was not related to perceived
affective commitment and feelings of professional inefficacy. These findings suggest that specific emotional labor strategies may represen
instructions grounded in race-based survival strategies to cope with challenges they face in unwelcoming work environments with concret
nal labor and emotional labor-psychological distress relationships among 210 university teachers. Specifically, we found that (a) regulation
o exploring the emotional practice of teaching involves understanding the “emotional labor” performed by teachers at work. Emotional lab
vey has been made among 72 nurses work in Celal Bayar University Hospital. The results are quite remarkable and significant relations wer
re specifically related to effort – and thus to outcomes of interest – is discussed and propositions are made. The implications of, and avenu
al feelings. Negative display rules generally trigger surface acting, whereby teammates retain their actual emotions but do not actually exp
s to emotionally labor is a core ma nagement task in contemporary workplaces (Callaghan and Thompson, 2002; Seymour and Sandiford, 2
, the antecedents, the consequences and the possible mediator of emotional labor. On the basis of a comprehensive review, the article po
with patients, thus replenishing resources and buffering against strain from emotional labor. We tested this multilevel prediction by survey
mplishment and a direct, negative effect on ED and depersonalization. EI was also found to indirectly affect job satisfaction and emotional ex
to surface acting and negatively to deep acting; (4) surface acting leads to lower job satisfaction, whereas deep acting leads to higher job s
p was found between emotional contagion and emotive dissonance, and emotive effort and job satisfaction. The results also suggested a ne
epts of surface acting variability and deep acting variability can extend theory and research on emotional labor as well as on self-monitoring
d work-related correlates on the basis of emotional discordance–congruence, as well as interesting occupational differences in these relatio
ssociated with
atisfaction overdeep acting.emotional
and above Among theintelligence
PSM dimensions, attraction to policy making is positively associated with surface acting; compassio
dimensions.
onship with daily well-being through daily surface acting at home. In addition, we found a bi-directional crossover of surface acting at hom
ng and emotional exhaustion. The implications of the findings for the training of Malaysian hotel workers in terms of effective emotion ma
d in the study.
d employees and customers expressed gratitude to have Real Style as a “safe space” to work and shop, workers experienced gender segreg
and EE. There was also a relationship in the opposite direction with EE and CO, as hypothesized. The moderating effect of organizational lev
of the employees, the hiding emotions variable of the emotional labor variable was found to be statistically significant.
aits and attitudes toward customers also impact the effects of emotional labor on employees. Because emotional labor is a critical issue in
ubjective performance in the form of observer-rated positive emotional displays.
ompetitive advantages for themselves. Totally, 136 questionnaires were distributed to nurses, serving in a community hospital, which the r
of emotional labor and the ongoing challenge of accounting for exploitative power relations in field work. Finally, the author suggests that
ly attributive" and "critical" ones. Nevertheless, circulation librarians were found high emotional labor workers who mostly performed emo
pare the different results.From the research results, it can be seen that personality traits may promote the consistent manifestation of orga
ng and emotional exhaustion. The implications of the findings for the training of Malaysian hotel workers in terms of effective emotion ma
w that, Emotional Labor presents significantly direct effects on Organizational Performance; Organizational Commitment appears remarkab
cedent variables and outcome variables and determines a good model fit for the same.
dding activity for the organization. In this chapter, therefore, we describe and discuss horizontal and vertical relationships between the key
etween the respective subscales. The regression analysis indicated the intensity of emotions being regulated in service encounters as the b
in this area.
uding collective-ritual-like seminars, professional knowledge, the institution of supervision, and tempo-spatial segmentation--to facilitate th
motion regulation and emotional deviance, and the organization’s practices and service climate shape customer satisfaction. I discuss and e
ttern of positive and negative results helps to clarify and add specificity to the literature. Results were consistent with the perspective that s
rewards for service performance enhanced, rather than undermined, satisfaction from EL requirements and effort (i.e., surface acting) with
aspects of the experience, or they were asked to complete a filler task. Results from quantitative data revealed that participants who engag
with lower openness. Findings of our study contribute to the literature on workplace emotions and negative leadership.
e collected from a sample of American librarians in 46 states from public, academic, special, and K–12 libraries who completed a survey. Bi-
sions of emotional labor were found to affect emotional exhaustion. Further, findings of mediation analysis showed that surface acting was
at internal marketing significantly and positively influences customer-oriented behavior. In the analysis of the mediating effects of emotiona
cales, Maslach Burnout Inventory, and Empathic Sensitivity Scale. Results: The results provided mixed supportfor the hypotheses indicating
nter the research process during secondary analysis, and the ways in which we engaged with and managed emotional states such as anger
attitudes, and emotional labor in the field of child life. Hypotheses were tested through correlational and hierarchical regression analytic pr
and their stakeholders. Third, we discuss how the entrepreneur’s performance of emotional labor shapes the entrepreneurial environment
oyees as well as for the organization. Managerial implications of the study are discussed.
e importance of how display expectations are framed for employees.

ed through Burnout Scale (Erickson and Ritter Social Psychology Quarterly 64(2):146–163, 2001). Hierarchical regression analyses provided
enerally accepted as one of the role requirements of the employee and expresses the efforts for exhibiting certain emotions requested by
variable was measured by using regression model. All independent variables were accounted for about 66 percent of the variability , but th
red diversity courses marginalizes the scholarship and emotion work of minority instructors and inherently reproduces the very inequalities
ere stronger when team creative efficacy was high. This yielded moderated mediation effects where team creative efficacy moderated the m
g analyses was performed to test the hypotheses. The results showed that server extraversion can moderate the relationship between EL a
ons for theory, research, and management practice were discussed.

ple sources (self and supervisor ratings). We found that interns' deep acting was positively related to service performance. Additionally, we
ustion. Study I relied on a two-wave lagged design to collect longitudinal data from 751 service employees and Study II relied on a daily dia
each of the outcomes noted above. Moreover, surface acting had an indirect effect on emotional exhaustion and insomnia via state anxiet
uine or deep acting while minimizing incidents of surface acting. While the study was conducted in Israel and its conclusions should be gen
ence has a buffering effect on the mediated relationship, between emotional dissonance and service sabotage via burnout. The results of m
all lessons. Furthermore, EE was reflected in teachers’ decreased experiences of enjoyment and increased experiences of anger. On an int
otional labor was not recognized, supported, or rewarded. The findings can contribute to the development of interventions to nurse the nu
armful impact of emotional demands. Based on these findings, this study suggests, rather than emphasizing negative display rules, it is mo
elps to explain the weak relationship of prosocial motives with performance and suggests implications for research and practice.
ey. Results indicated that Turkish primary school teachers mostly engage in genuine emotions in their relationships with students. Female t
ustomer orientation helps to develop positive work engagement, even in the face of contextual demands. Engagement is then linked positi
fically, we found that naturally felt emotions were positively related to OCB-I. Finally, we established that interpersonal influence could act
ample of 237 service workers (N = 1,584 daily reports) who completed a general survey and daily surveys over the course of 10 working da
surface acting emotional labor is harmful to workers because it increases feelings of self-estrangement. In addition, a worker’s sense of se
while their level of emotional intelligence should be enhanced.
in Antalya Province. Results of the analyses support that emotional labor has a negative effect on emotional exhaustion. Emotional labor a
he necessary community required for contributing to social change, but can also have a deleterious impact on the individuals involved. It is
oyees than among males. Furthermore, the effects of the use of emotions (UOE) on deep acting were larger in the FOH than in the BOH. H
he female married segment thus creating latitude for policymakers to examine the nuances.
ocial self-regulation that impacts across multiple levels within service organizations. We conclude by discussing the implications and limita
to look for positive aspects of the results of emotional labor.
ol teachers based on the research results and proposed some suggestions for future research.
ngs
A wassample
large positively related(33.9%
of 24,586 to reported levels
response of post-meeting
rate) emotional
nationally certified EMS exhaustion above
professionals filledand
outbeyond
a shortthe effect
paper andofpencil
within-meeting emotio
survey in the Fall,
ole play training to help EMS professionals increase their deep acting skills
veness and flexibility while emotional dissonance is found to be negatively associated with flexibility and responsiveness. These findings als
h the mediating effects of state-positive affect and positive self-perception. In line with social capital discussions, these findings suggest tha
o “low-level agents” (i.e., individuals with a lower mental construal who tend to identify their actions in terms that are more concrete), thu
of shopping
ffecting mall employees,
the sense of personalwho work in shopping
achievement. malls andthat
It was indicated areemotional
supposed effort
to reflect
wasthe corporateand
significantly culture.
nderstanding of emotional labor and outcomes, as they are experienced over time.
oworker harming, through ego depletion, is buffered among employees with higher emotion regulation self-efficacy. These findings shed n
mers. We examine how identity processes shape how employees experience emotional labor, and we maintain that when employees identi
e emotional labor as a dynamic integration of three components (i.e., emotional requirements, emotion regulation, and emotion performa
s—non-actors, low actors, surface actors, deep actors, and regulators—and found that these actor profiles were distinguished by several em
an unfair labor practice because employees in such circumstances are (1) undervalued by the organization (constituting distributive injustic
very, and work engagement). In addition, we examined 3-way interactions of self-control capacity, sleep quality, and emotional dissonance
200 milliseconds) of participants’ felt emotions, surface acting, deep acting, and vocal tone during a single interaction. Results provided evi
ducers with particular personality structures while disadvantaging others. In sum, crowdfunding seems beneficial but might be useful only
ate one’s own emotions decreases burnout. Implications for training and development are discussed.
veryday racial micro-aggressions and dismissive dominant ideologies that deny the relevance of race and racism. As a result they must acti
erates the relationship between two dimensions of emotional labor (i.e., surface acting – covering emotion and deep acting) and two outco
situation is construed so as to decrease its emotional impact) and expressive suppression (a response-focused element targeted at inhibitin
teachers in terms of their psychology. Burnout can be described as one of those impacts. Purpose of the Study: The purpose of this resear
ork performance but increased burnout. Such results suggest that airlines can improve their flight attendants’ performance and reduce bur
by both staff and clients, provided that the staff gave meaning to the horse’s behavior. The staff needed to highlight empathy for the horse w
how these profiles relate to job satisfaction and burnout. Three latent classes were identified, and the results showed that employees with
ogical effort, emotional dissonance, and feeling of authenticity), and link them to the key outcomes of job satisfaction and job burnout. Our
nt kinds of emotional labor can aid professional discussion about emotions at the work place as well as the psychosocial working environm
es in the United States. Results of hierarchical regression analysis revealed that display rule perception, emotional intelligence, and sense o
. Librarians performed significantly more surface acting than deep acting in regulating their emotional expressions and reported feeling a w
abor mediated the relationship between the teachers’ perceptions of the school climate and emotional exhaustion. Programs aimed at im
o not actually feel, the level of job satisfaction varies according to gender. While it is not associated with either job satisfaction or turnover
that Asakti-Anasakti mediates the relationship between emotional labor strategies and burnout.
rnance, and emotions. We explore the idea of children's and young people's emotional labor through an analysis of a collaborative effort b
ore specifically.
d that between the expression of naturally felt emotion and OCBI. Work engagement also fully mediated the association between deep ac
d supported the concept of EI and EL acting strategies. The survey was administered in five star casino hotels in Macao. Frontline employee
f personnel officials' authentic emotional displays. Therefore, emotional authenticity might be important for an individual's ability to under
tion, which in turn harms customer relationships. Moreover, employees¡¦ service sweethearting behaviors can enhance the indirect effect
b position increases? Third, do levels of emotional labour predict levels of job performance across different positions in organizations? We
ndamental data that can help improve the quality of practical education and the practice environment and develop nursing education prog
or as they navigate everyday life, including interactions with policing agents.
een self-efficacy and grade levels (p<.05), the positive correlation between meta-cognitive awareness and departments (p<.05), and the po
itive display rules and levels of political skill differed by job type, but that perceptions of negative display rules, surface acting and deep acti
ention focus negatively affects frontline employee creativity through increasing surface acting. Our study contributes to the creativity, emo
taneous expression of personal feelings, while working to evoke a display of emotions that does not run afoul of traditional standards of leg
riches current research findings by incorporating the role of the occupational context, and provides insight into alternative evaluations of E
we surveyed 121 nurses and linked these data to absenteeism data collected 12 months postsurvey. Results showed direct effects of surfac
eveal the important role of emotional labor on coaches’ well-being.
gh the integrated model, we have studied the indirect roles of emotional labor and emotional exhaustion. This is one of the few studies tha
rface acting. Deep acting was negatively related to emotional exhaustion, while surface acting showed a positive relationship. Emotional ex
udy also found that emotional labor mediates the positive relationship between CO and job satisfaction. This study did not find a moderatin
tween-person level as habitual emotional regulation strategies used by service employees, and Study 2 measured emotional labor at the w
ggesting that the theory offers a framework for supporting special educators as they face the emotional demands of the job.
oid burnout, reappraisal training and education are expected to result in increases in positive emotions and decreases in negative emotion
revealed that the better pre-flight attendants understand their emotions and use them appropriately, the more they display their true em
gether, the data suggest that, compared to customer-service settings, emotional performance requirements in academia are both different
nal reactions, such as pride, instead of resentment, when helping coworkers even after their own shifts had ended.
ment and selection of frontline employees should incorporate an assessment of the level of CO. The results of this study strongly suggest th
the relationship between customers and frontline employees, the research has primarily focussed on the employees’ perceived fit with the
ereas suppression and surface acting are linked to experiencing negative emotions. However, there also were some differences in how emo
ting is negatively associated with genuine emotion displays and felt authenticity, while felt authenticity and AL are positively correlated. Ho
ext? How much can be imported from one study to the next? We compare nurse job stress in individualist and collectivist countries and rev
hould encourage the display of smiling faces along with direct eye-gaze to motivate a positive customer experience. No support was found
lect the right employees and prepare them to meet customers' varied requirements through using deep acting, demonstrating adaptive se
urnout. Data collected from 130 online customer service workers indicated that they perceive the highest emotional presence in phone co
veloped to enhance the resilience of nurses.
dy is to empirically test the mediating role of relationship conflict and conflict management styles on the relationship of personality and em
ss money when they observed employee inauthenticity as manifested in Surface Acting. However, Deep Acting positively moderated the re
ithout the service they sold them. Men were able to help clients in a way that did not conflict with their role as salespeople. Women agent
researchers and industry managers.

he contemplative. We then explore the service encounter from the perspective of emotional labor and show how mindfulness can change
space, servers mitigate the stress associated with the emotional labor demands from the frontstage by relying on racialized and classed dis
oach (i.e., within- and between-person), a multisource approach (i.e., self, coworker, customer), and a multicontext approach (i.e., banks an
me, deep acting at home is not significantly related to family quality. Work-to-family positive spillover strengthens the relationship between
ents. Results confirmed a positive indirect effect of perceived passion on intention to invest. The relationship was mediated by investor’s ev
sights into how students experience emotional labor while in practical training. It is significant that these findings indicate that the student
examine measures of organizational stressors (OSI-SP), emotional labor (ELS), turnover intentions, and actual turnover. Study 1 showed tha
surface acting and coworker harming, via ego depletion, is buffered among employees with higher emotion regulation self-efficacy. These fi
ore, daily surface acting mediated the relationship between strain at the start of the work shift and (a) service performance and (b) strain a
ional and personal outcomes. The findings provide a novel contribution to understanding the professional demands faced by practitioners
er support. The negative relationship between surface acting and job performance was exacerbated by perceived supervisor support, indica
y acted as “old head” mentors for their fighters and used emotional regimens to encourage a particular form of masculinity with their ama
y associated with turnover intention. Mediation analysis showed that teacher burnout fully mediated the trajectory from emotional labor s
dings could inform occupational health nurses as they delineate differentiated strategies, according to the nature of surface and deep actin
nts
wasoffound
emotional labor
that toll and organizational
collectors trust.level
had the highest Interaction characteristics
in “emotional disharmonyof emotional
and hurt,”labor are considered
“organizational for the former,
surveillance and supervisory
and monitoring,” and “
n their employees on the bases of surface acting in order for them to be able to deal with all types of customers and present the best perf
oretical and practical implications for research on PsyCap and emotional labor at school organizations.
nferences. The paper proceeds with a theoretical discussion of gender, emotional labor, and affect. Then the paper discusses women acade
mative constraints on grief expression at work. Findings illustrate the complex ways health care employees negotiate and maintain both car
ob satisfaction is solely influenced by emotional dissonance. Work-life balance and job satisfaction further drive employees’ commitment. R
teraction quality and customer satisfaction; service interaction quality relates positively to customer satisfaction. These findings have multi
ntation, to maximize benefits and minimize the harm of enacting emotional labor.
d customer display rules scale using two samples and further quantitatively assesses the customer emotional labor framework. Findings of
eelings). First one is not harmful for employees in service job because it is supposed to be in-line with organizational objectives. Second on
in hotels have presented job burnout and obvious turnover intention.
havior are the matters of concern. The purpose of this study is to examine how internal marketing activities in tourism enterprises affect th
as led to a focus on the rational mind over the emotional body. By engaging in emotional labor, emergency professionals are engaging in ca
hip between PSM and emotional regulation strategies depended on levels of customer hostility and gender groups. Contrary to our hypothe
of emotional labor fitness employees utilize can impact various employee well-being outcomes. In addition, emotional intelligence was fou
ficant positive effect on their emotional exhaustion. In addition, the significant positive association between surface acting and emotional e
Multiple regression analyses showed that display rule recognition was positively related to surface acting, and surface acting was positively
acting in the team. As expected, individual and peer surface acting had only direct relationships with the same outcomes. These findings pr
idents in central Taiwan answered structured questionnaires before beginning their OSCE. The major statistical analysis method employed
ommunicated with other colleagues less intimately but that there was not an effect related to the extent to which they communicated with
evel teachers of private schools. The results of correlation and multiple regression showed the negative impact of personality on burnout, p
vate and government hospitals located in Gujranwala. Study findings highlighted the negative consequences of emotional labor strategies s
mand, job control, and job insecurity were higher among sales workers than among manual workers (p < 0.01). The multiple regression an
e emotional labor process.of the fewer experience of workers experienced workers should be given priority in face-to-face communication
ational field. For the quantitative dimension of the research, 266 scales were analysed by using percentage, means, frequency and standar
sitions for future research and practical recommendations.

ital can reduce employees’ emotional exhaustion, employees with high psychological capital who practice surface acting may suffer increas
gh reduced relaxation during leisure. Fifty Dutch and Polish employees first filled in a survey, and then a diary for five consecutive workdays
ble survey forms was 193, with a response rate of 64.3%. Results show that the popularity levels of controlling enthusiastic responses are id
teachers display surface acting rarely and exhibit deep acting and genuine emotions in a high level. Pearson correlation and simple regress
tions, traits, and values of masculinity. It is also found that digital media technologies direct a professional sport ‘technosoma’ that network
otional labor. Finally, I discuss ways to move forward in a neoliberal academia.
sitively associated with employees’ service sabotage through surface acting. Furthermore, being perceived as a powerful supervisor is an im
mployees ‘play’ to increase profits. Flirting comprises an element of hospitality employees’ informal protocol, irrespective of the customer
direct effect via cognitive trust. Our research reveals that servant leadership influences employees’ emotional labor more through affective
ationships with students engendered emotion labor as well as emotional rewards. We consider these aspects of teacher experience in term
to shift between six distinct emotional labor enactment styles to accomplish their work: the conversationalist, the minimalist, the
search on emotional labor are discussed as well.
chical structure of law firms. Franklin agrees that emotional labor plays a role in supporting the hierarchical structure of law firms. She cont
both scientific and intersubjective knowledge represent modes of emotional control. The authors claim, thus, that emotional labor in profes
quired variety of expressed emotions; emotional dissonance, and; demands for the expression of positive emotions and/or suppression of
trated that nurses perform emotional work when communicating with parents. More research is needed to further explore the topic.
of these language teachers' works, this study examines how intimacy is possible in the social process of their service relations with the clie
bor’s dimensions and various antecedent variables, facilitating development of a model of emotional labor.
eing humorous was inconsistent with his or her mood or personality. In fact it was hypothesized that those who perceive being humorous a
sults o f this research is evidence that the factor structure, reliability, and construct validity o f the new measure of emotional labor were s
base and semi-professional authority.
orm for the benefit of attorneys.

evel of depressive symptoms of the employees who were working in the area of emotional labor were higher than the others, the mean va
on negative affectivity, and feel supported by their organizations are likely to be satisfied with their jobs. Finally, employees who surface a
n science education may focus, at least in part, on the functions of emotion in creating inspiring emotional cultures in science teaching and
labor increased, and the converse is true for those low in emotional intelligence. Autonomy serves to alleviate negative outcomes primarily
his theme of control by benefiting the organization and harming the employee. Implications for future emotional labor research and limitati
provide the 'expected' emotional experience in the service encounter.

stinct strategy for displaying emotions at work and should be included in research on emotional labor.
with participants who were treated fairly. Additionally, participants who had witnessed unfair treatment extended to their coworkers by th
concern for the patient's illness and well-being. While these behaviors may or may not be authentic, the patient's perception of the behavi
ticity of employees' emotional labor display directly affects customers' emotional states. However, contrary to expectations, the extent of e
d the nature of emotional labor that was performed. Workers with higher levelsof emotional intelligence were found to be more likely to pe
ch implications as well as avenues for future research are discussed from the perspective of emotional labor theory.
ction resulted in decreased sadness, but deep-action activated stronger physiological response (e. g. less increased in R-R interval). (3) surf
t emotions to match organizationally-desired emotions by reappraising work situations in a more positive light. Appraisal theories of emoti
abor process can influence employee well-being.
strain at the end of a work shift. Results are discussed in light of conservation of resources theory (Hobfoll, S. E. (1988). The ecology of stre
y are also discussed.
nce higher emotional labor than women public employees in citizen encounters. The result suggests that significant acculturation and train
re discussed.
and emotional regulation. Future research is needed to test this model and determine what leads employees to deploy emotional regulatio
xpansion of job-related emotional labor to include other- as well as self-focused aspects.
providers and their patients.
stress. Emotional labor should be recognized as an occupational hazard by the Occupational Safety and Health Administration (OSHA), but t
surface acting in the performance of emotional labor. These key job–environment characteristics consist of variations in the frequency, var
rson's emotional labor had negative significant influence on customer-oriented selling behavior. Specifically, the emotional labor toward th
Consistent with Hochschild's original statement that the emotion-management perspective be used as a lens through which to examine so
mpling technique was used to select 400 participants from faculties, departments and institutes of the two institutions. Job performance sc
that data were collected only people were supposed to express positive emotions. The models were tested using an experiment in which
ct. Extraversion moderated several emotional labor relationships such that, in general, surface and deep acting had more positive (or less n
d regulate emotion and the consequences of those efforts. The concept of emotional labor has motivated a tremendous amount of resear
ual dimensions of the environment, including the omnibus (national and organizational culture, industry and occupation, organizational stru
pitality emotional labor scale (HELS) for the hospitality industry (Chu, K. H.-L., & Murrmann, S. K. (2006). Development and validation of the
ampioned.
discussed limitations as well as practical and research implications of findings.

nsional structure of emotional labor separating surface acting, deep acting, automatic emotion regulation, and emotional deviance in the c
onsequences of emotional labor only when emotional labor is executed through deep acting and surface acting, but the reverse in the cas
agged effect on subsequent surface or deep acting. Overall, results support models of emotional labor suggesting that surface and deep acti
er’s own values and those of various reference groups, the greater will be their levels of burnout, and (c) In combination, value dissonance
amily conflict relates to domain-specific satisfaction (job, life) and health outcomes (burnout, depression). Partial support was found for the
rformance. Managerial implications and suggestions for future research were also provided.
essed en route to considering emotional intelligence (EI) a useful construct for personnel psychology: (a) empirical evidence that EI predict
nd alcoholism. In this relationship of emotional labor and health outcomes social support, interpersonal competence, coping and defense m
al differences is used and the results show, for example, that performance of employees belonging to the “T” type in Jung’s typology, and s
on the unique contribution of emotion–rule dissonance, surface acting, and deep acting in statistically predicting well-being and performa
rategies. We discuss how future research on emotional labor and display rules, particularly in the health care setting, can build on these fin
ap but not among participants with low PsyCap. Finally, the relationships of PsyCap with depersonalization as well as job satisfaction were
eral literature on the stress–strain relation and work–family conflict.
on emotional labor and all other variables were identified as being independent. Findings revealed a negative relationship between emotio
to reduced cynicism in response to deep acting for women but not for men. These results indicate that organizational policies and training
ons of the concept of emotional labor.
on emotional labor that draws on a wider body of perspectives in management.
only emotional labor variable to have significant direct relationships with all outcomes. For U.S. faculty, the experience of emotional labor
que was not related to perceived performance success. Furthermore, results showed that perceived performance success mediated the re
al labor strategies may represent psychological mechanisms intervening in the relationship between affective commitment and burnout de
work environments with concrete ceilings. Our analysis of these aspects of workplace behavior reveals that black women co-mingle etique
lly, we found that (a) regulation of emotion was a particularly important emotional intelligence dimension in influencing the use of deep ac
teachers at work. Emotional labor is the suppression or expression of one’s feelings to meet the goals of a job (Grandey, 2000). By explorin
able and significant relations were found between all variables used in the model. In addition, positive and significant relationship has been
e. The implications of, and avenues for future research afforded by this new categorization of emotional labor are discussed.
motions but do not actually express differentiating feelings. These two dimensions of emotional labor, for their part, impact emotional exh
2002; Seymour and Sandiford, 2005; Colley, 2006).
prehensive review, the article points out the limitations of existing research and the future research directions.
s multilevel prediction by surveying 359 health care providers nested within 48 work units at a large, metropolitan hospital. We find that m
ob satisfaction and emotional exhaustion through the mediating roles of personal accomplishment and ED, respectively. Additionally, ED w
deep acting leads to higher job satisfaction; and (5) job satisfaction leads to higher service quality and lower turnover. The implications sug
n. The results also suggested a negative relationship between emotive effort and emotional exhaustion. An unexpected negative relationsh
bor as well as on self-monitoring.
tional differences in these relationships. Lastly, we find discordant forms of emotional labor partially mediate the effects of organizational d
d with surface acting; compassion is negatively associated with surface acting and positively associated with deep acting; and commitment
ossover of surface acting at home and well-being between both members of the couple. These findings indicate that emotional labor has im
n terms of effective emotion management are also discussed in this paper.
rkers experienced gender segregation of jobs, and thinner employees were privileged with special tasks. Further, managers and white (but
rating effect of organizational level on the workplace stressors–NA relationships was also confirmed. In addition, in an alternative model, w
significant.
otional labor is a critical issue in library work, and because evidence suggests positive outcomes can be fostered, there is a need to study ho
community hospital, which the results from analysis of them based on simple linear regression and multiple hierarchical regression show th
Finally, the author suggests that the nexus of emotional labor and empathy/complicity in research is an area worthy of further investigation
kers who mostly performed emotional labor along the dimensions of "dealing with others' negative emotions" and "expressing one's positi
consistent manifestation of organizational citizenship behavior. Also, emotional labor has significant influence on organizational citizenship
n terms of effective emotion management are also discussed in this paper.
Commitment appears remarkably direct effects on Emotional Labor; and Organizational Commitment reveals notably direct effects on Org
al relationships between the key elements of the conceptual map of emotional labor and suggest directions for future research.
ed in service encounters as the best predictor for burnout in the case of the sample in discussion. Likewise, in a second model, the variety o
tial segmentation--to facilitate the multidimensional emotional labor. The results show that social workers delivering services to the stigma
omer satisfaction. I discuss and examine the following: the compositional effects of emotional labor and emotional deviance and the influe
stent with the perspective that surface acting emotion regulation strategies have a pattern of negative relationships with work outcomes o
d effort (i.e., surface acting) with customers. Performing EL by modifying feelings (i.e., deep acting) was positively related to job satisfaction
aled that participants who engaged in difficult (vs. neutral) customer interactions reported more surface acting and felt more anger. Engagi
e leadership.
ries who completed a survey. Bi-variate and multi-variate correlations, as well as ANOVAs, were used to test relationships among emotiona
s showed that surface acting was the only mediator in the relation between neuroticism and emotional exhaustion.
he mediating effects of emotional labor, surface acting and deep acting show a partially significant mediating effect on the “relationship be
portfor the hypotheses indicating that both types of emotional labor, negative mood induction and emotional exhaustionwere positively in
d emotional states such as anger, sadness, and horror. The concepts of emotional labor and emotional reflexivity are used to consider the w
ierarchical regression analytic procedures. Contributions to practice and recommendations for future research are discussed.
he entrepreneurial environment. And last, we use the extreme emotional conditions provided by the entrepreneur’s environment to furth
cal regression analyses provided empirical support for the proposed model. Negative affectivity (NA) and deep acting significantly predicted
g certain emotions requested by the sector or hiding certain emotions undesired by the sector. The purpose of this study is to specify the si
percent of the variability , but the remaining 34 percent were not explained by the regression model. The results showed the emotional la
reproduces the very inequalities they are designed to combat.
creative efficacy moderated the mediated effects of surface and deep acting on creativity through psychological detachment and attachmen
e the relationship between EL and customer-rated affective delivery, whereas conscientiousness can buffer the relationship between surfa
e performance. Additionally, we found that intern training and mentoring programs act as moderators on the intern emotional labor and se
and Study II relied on a daily diary design to collect multilevel data from 149 service employees. Results showed that employees engaging
on and insomnia via state anxiety.
nd its conclusions should be generalized with caution, it sheds light on (contextual) aspects of EL that receive little attention in the literatur
age via burnout. The results of moderated mediation, regression analyses of the data from 309 customer-contact hotel employees in the U
d experiences of anger. On an intra-individual level, all three emotions predict EL, whereas on an inter-individual level, only anger evokes EL
of interventions to nurse the nurse, and to ultimately facilitate NICU nurses’ nurturance of stressed families. These have implications for st
ng negative display rules, it is more favorable for organizations to specify appropriate expressions of job-related emotions. When workers a
research and practice.
tionships with students. Female teachers use deep and surface acting strategies more often than males. Also, private school teachers were
Engagement is then linked positively to the beneficial behavior of deep acting which, in contrast to surface acting, has been identified as a l
terpersonal influence could act as a resource, buffering the negative effects of surface acting on reduced personal accomplishment, a facet
over the course of 10 working days. Multilevel analyses showed that surface acting was detrimental to well-being, and more strongly so for
addition, a worker’s sense of self-efficacy in emotional labor performance is shown to reduce the negative effects of surface acting.
nal exhaustion. Emotional labor also has a positive effect on job satisfaction. In addition there are mediating and moderating roles of job au
t on the individuals involved. It is only through recognizing the ambivalent role of emotion within the affective labor of activism online that
er in the FOH than in the BOH. However, results showed that the effects of regulation of emotion (ROE) on deep acting were significantly st
ssing the implications and limitations of our model for emotional labor research.
effect
per andofpencil
within-meeting emotional
survey in the labor.
Fall, 2011 to test the research question. Gender, surface acting, deep acting, and job satisfaction were
sponsiveness. These findings also indicate that expressing a large range of emotions and feelings in daily team interactions enablesteams t
sions, these findings suggest that friendship networks within organizations serve as critical resource for both emotional laborers and organ
ms that are more concrete), thus leading to more beneficial well-being outcomes. Additionally, we proposed a two-stage moderating role o
f-efficacy. These findings shed new light on the complex and far-reaching consequences of emotional labor, illustrating its relevance for thi
tain that when employees identify with their roles, emotional labor augments and affirms their identity. Person-job fit is an important mod
gulation, and emotion performance), interpret personal and organizational moderators, and point to innovative new methodological appro
were distinguished by several emotional labor antecedents (positive affectivity, negative affectivity, display rules, customer orientation, and
(constituting distributive injustice); (2) disrespected by customers (constituting interactional injustice); and (3) self-undermined by organiz
ality, and emotional dissonance on indicators of day-specific psychological well-being (Study 2). Our results indicate that the negative relati
interaction. Results provided evidence that customer behavior causally influences within-episode changes in emotions, emotion regulation
neficial but might be useful only for particular types of artists and therefore should not supplant other traditional financing modes.
acism. As a result they must actively seek ways to engage in forms of resistance that promote counter narratives and protect themselves fr
and deep acting) and two outcome measures (i.e., job satisfaction and turnover intention). Results support theoretical claims that men’s p
sed element targeted at inhibiting the outward signs of inner feelings). Emotional labor strategies were assessed through the Teacher Emo
tudy: The purpose of this research is to determine the relationship between teachers' emotional labor and burnout level. Method: The sam
nts’ performance and reduce burnout by promoting the use of deep acting. This study provides a practical insight into why airline companie
highlight empathy for the horse when the horse is not able to fulfill its task without adding depth to the client’s performance, to avoid raisin
ts showed that employees with these different profiles reported significantly different levels of job satisfaction and burnout. These results
atisfaction and job burnout. Our model also includes individual difference variables of emotional intelligence and positive affectivity as mo
psychosocial working environment for the social workers, factors which help improve practice. The study showed that emotional labor is a
otional intelligence, and sense of accomplishment have positive effects, whereas depersonalization has a negative effect, on service orient
essions and reported feeling a wide range of emotions during the events. The findings lead to some suggestions for library managers to co
haustion. Programs aimed at improving the school climate and the teachers’ use of appropriate emotional labor strategies should be imple
ther job satisfaction or turnover intent for men, it affects both for women. Theoretical and managerial implications are discussed.
nalysis of a collaborative effort between local nonprofits, government agencies, youth organizations and research institutions aimed at add
he association between deep acting and OCBI, and that between the expression of naturally felt emotion and OCBO. In light of these findin
els in Macao. Frontline employees of hotels participated in the survey, and a total of two hundred electronic questionnaires were used for d
or an individual's ability to understand another's personal identity.
can enhance the indirect effects of deep acting on building long-term customer relationships and mitigate the indirect effects of surface a
t positions in organizations? We address the research questions with a sample of 245 managerial professionals from business organizations
develop nursing education programs.
departments (p<.05), and the positive correlation between selfefficacy
ules, surface acting and deep acting did not. In particular, analysts and managers have higher perceptions of positive display rules and highe
ontributes to the creativity, emotional labor and regulatory focus literatures by introducing a new mechanism through which individual¡¯s m
oul of traditional standards of legal professionalism. Their use of emotional labor to cope with their feelings came in four forms: expression
into alternative evaluations of EL.
ts showed direct effects of surface acting on absenteeism; in addition, higher surface acting self-efficacy minimized the detrimental effects
This is one of the few studies that have effectively integrated the five constructs into a single framework to study their effects on CWB.
ositive relationship. Emotional exhaustion, in turn, increased turnover intention. This study offers contributions to our understanding of po
is study did not find a moderating effect of job position on the direct relationships among CO, emotional labor, and job satisfaction. Theore
asured emotional labor at the within-person level to capture its fluctuations. Results showed that employees engaging in more surface acti
mands of the job.
d decreases in negative emotions, and to improve employees’ performance in their organizations.
more they display their true emotions and modify their bad feelings to desirable emotions required for effective in-flight customer service
ts in academia are both different and dynamic.
s of this study strongly suggest that service organizations can greatly benefit from hiring individuals with a higher CO for frontline positions
employees’ perceived fit with their organization and members of the organization and overlooked the importance of PCF.
ere some differences in how emotion regulation and emotional labor were related to teachers’ discrete emotional experiences. Specifically,
AL are positively correlated. However, no relationships between self-monitoring, deep acting, felt authenticity, and AL were revealed. Thu
and collectivist countries and reveal a statistically significant relationship: The higher a country’s individualism index, the greater the freque
perience. No support was found for tailoring facial expressions related training to customers’ cultural backgrounds.
cting, demonstrating adaptive selling behavior, and minimizing the detrimental effect of surface acting as much as possible.
emotional presence in phone conversations, followed by email and chat. Although there was little relationship between emotional presenc
elationship of personality and emotional Labor. In this cross-sectional study, respective data is collected from randomly selected 450 bank
ting positively moderated the relationship between customer participation and spending money. These findings help shed light on the circ
le as salespeople. Women agents, by contrast, were not able to style themselves educators. Instead, clients and employers expected them
ow how mindfulness can change surface acting into deep acting, thereby significantly improving the service encounter for both the consum
ying on racialized and classed discourse about their customers, processes that may, in turn, contribute to the reproduction of social hierarc
ticontext approach (i.e., banks and restaurants) to test regulatory fit as applied to emotional labor. In two studies, we support separate activ
thens the relationship between surface acting at work and surface acting at home. The implications for theory and management practice a
p was mediated by investor’s evaluation of the quality of the presenter. Emotional labor moderated the relationship such that low levels of
ndings indicate that the students begin to develop emotional labor competencies in the training restaurant. The study offers practical and r
ual turnover. Study 1 showed that surface acting moderated the relationship between the frequency of organizational stressors and burnou
n regulation self-efficacy. These findings shed new light on the complex and far-reaching consequences of emotional labor. We demonstrat
ice performance and (b) strain at the end of the work shift. Additionally, as predicted, daily surface acting was particularly related to emoti
demands faced by practitioners and are discussed in relation to the development of professional competencies and the welfare and perfor
ceived supervisor support, indicating the reverse buffering effect. Perceived organizational support showed only main effects on employee
rm of masculinity with their amateur boxers that simultaneously embraced and forbade certain expressions of “street” masculinity.
rajectory from emotional labor strategies to turnover intention. The results highlight the impact of emotional labor on physical education t
nature of surface and deep acting, to promote psychological and physical health in call center workers.
dveillance
for the former, and supervisory
and monitoring,” support and autonomy
and “organizational supportiveare
andtested for thesystem”.
protective latter. To examine the relationships among the variables, the res
omers and present the best performance they can.
he paper discusses women academics’ experiences generally and at conferences, including educational research conferences, with referenc
negotiate and maintain both caring and professional identities in the context of cultural and material constraints. Implications of emotiona
drive employees’ commitment. Results of the third study partially replicate these results: Emotional labor negatively impacts on employees
action. These findings have multiple theoretical and practical implications.
nal labor framework. Findings of each study, the implications of this work, and avenues for future research are addressed.
nizational objectives. Second one can be harmful if it is not controlled by employees because it can cause emotional conflicts among emplo
s in tourism enterprises affect the behavior of emotional labor of the staff working in tourism enterprises. In this study, the effects of intern
y professionals are engaging in carnivalesque behavior that helps to repair the mind/body connection. If the connection is not repaired, the
groups. Contrary to our hypotheses, public employees with high PSM resorted to surface acting to cope with hostile customers, whereas p
n, emotional intelligence was found to play an important role in selecting health-detrimental strategy of surface acting among fitness empl
n surface acting and emotional exhaustion is moderated by the authentic climate. A higher degree of authenticity within the climate weake
nd surface acting was positively related to emotional exhaustion and depersonalization while negatively related to job satisfaction and pers
ame outcomes. These findings provided general support for our model and suggested that team-level effects are an important theoretical a
tical analysis method employed was logistic regression. After adjustment for covariates, first-year residents were less likely than other resid
o which they communicated with many colleagues. The findings extend previous literature by demonstrating that a lack of intimate commu
pact of personality on burnout, positive impact of personality on emotional labor, and the negative impact of emotional labor on job burno
s of emotional labor strategies such as job stress and burnout. Results also divulged that emotional labor strategies (attentiveness, variety,
0.01). The multiple regression analysis revealed the association between occupation and depressive symptoms after controlling for age, edu
y in face-to-face communication with tourists.

e, means, frequency and standard deviation for descriptive statistical techniques. T-test, ANOVA tests were used for the differences among
surface acting may suffer increased emotional exhaustion. Suggestions are offered accordingly for organizations that wish to enhance their
ary for five consecutive workdays, twice per day: at the end of the workday and before sleep. Multilevel path analyses largely supported the
ling enthusiastic responses are identified with a few undesired mental results, for example, push and compassion fatigue. This finding sugg
on correlation and simple regression revealed that there is a negative correlation between leadership behaviors of female principals and su
sport ‘technosoma’ that networks emotional labour for profit. The article extends a small body of literature on how emotional labour is pra
as a powerful supervisor is an important factor to maximize the benefits of transformational leadership. The theoretical and practical impl
col, irrespective of the customer’s message. Customers perceived flirting as a blatant violation of the normative commercial friendship. Ben
nal labor more through affective trust than cognitive trust. We discuss the theoretical and practical implications of our findings.
ects of teacher experience in terms of discourses of teaching-as-caring and Foucault’s (1983) concept of ethical self-formation.
rsationalist, the minimalist, the pretender, the avoider, the confronter, and the contender. This study also demonstrates that as t
l structure of law firms. She contends, however, that Pierce's book oversimplifies the roles of litigators and paralegals and glosses over the p
us, that emotional labor in professional service organizations is the product of contested professional discourse.
emotions and/or suppression of negative emodons (i.e., "efference demands"). The participants were 151 employees and their supervisors
o further explore the topic.
eir service relations with the clients. Due to the marginal natures surrounding this service, the center has engendered its language service
who perceive being humorous as emotional labor will have higher stress, and lower task satisfaction. In addition, it was hypothesized that
asure of emotional labor were supported. The findings of this project are discussed in respect to existing research and theory; implications
her than the others, the mean values of job demand, and job control in the same group were lower than those who were not performing e
inally, employees who surface act tend to have lower job satisfaction, which in turn relates to their customer service performance. Implicati
cultures in science teaching and learning. Recognizing that teachers and students are agents in constructing such cultures, educators, teach
iate negative outcomes primarily at the higher levels of emotional labor.
otional labor research and limitations of the present study are also detailed.
xtended to their coworkers by the customers also felt emotionally challenged and thus engaged in high levels of emotional labor. These effe
atient's perception of the behavior is genuine. Caregivers who perform procedures directly on patients, such as phlebotomists, must be abl
to expectations, the extent of employee smiling does not influence customer emotions, providing no support for the existence of primitive
ere found to be more likely to perceive the need to frequently display emo-tions as part of their work role and perform deep acting in resp
ncreased in R-R interval). (3) surface-action resulted in poorer performance in mathematics and lower self authenticity. Conclusion: If it is n
ght. Appraisal theories of emotion state that emotions are generated by evaluations of situations or events. The purpose of the present stu
S. E. (1988). The ecology of stress. New York: Hemisphere Publishing Corporation).
gnificant acculturation and training to the organization-wide importance of emotional labor may be needed to solicit emotional labor from
es to deploy emotional regulation strategies when faced with unfair customers.
alth Administration (OSHA), but this hazard does not lend itself to regulation through standards. The business culture that demands its perf
of variations in the frequency, variety, intensity, and duration of visitor/customer service interactions. The sample for the present research c
y, the emotional labor toward the organization negatively influenced on customer-oriented selling behavior, but the emotional labor towar
ens through which to examine social structure, as well as self and interaction, the results provide new insights into the gendered and raciali
institutions. Job performance scale (JPS, α = 0.86); Emotional Labor scale (ELS, α = 0.81), and Conscientiousness Inventory (CI,α = 0.79) wer
d using an experiment in which half of the participants were asked to express positive emotions and the other half negative emotions. Com
ting had more positive (or less negative) effects for extraverts (compared to introverts). Overall, the results support the importance of cons
a tremendous amount of research, but it has been much less helpful in providing theoretical guidance for or integration of the results gene
d occupation, organizational structure, time) and discrete (situational) context. Directions for future research are discussed.
evelopment and validation of the hospitality emotional labor scale. Tourism Management, 27(6), 1181–1191). A thorough understanding a
and emotional deviance in the current teacher sample. Results also provided initial evidence for the construct validity, criterion validity and
acting, but the reverse in the case of emotional labor through genuine emotion. Such an analysis result indicates that the emotional labore
esting that surface and deep acting causally precede individual and organizational well-being.
n combination, value dissonance and emotional labor should produce higher levels of burnout than either would independently produce. R
Partial support was found for the proposed moderating effect of emotional intelligence.
mpirical evidence that EI predicts job performance, (b) distinguishing between models of EI and models of emotional and social competenc
mpetence, coping and defense mechanism play the role of buffers.
T” type in Jung’s typology, and scoring high on “Power” value dimension (Schwartz), is less affected by emotional dissonance than perform
dicting well-being and performance outcomes. Furthermore, a mediation analysis confirms theoretical models of emotional labor which su
are setting, can build on these findings.
as well as job satisfaction were more salient among employees who reported infrequent use of expression of naturally felt emotion. Limita
tive relationship between emotional labor and job satisfaction and a surprising positive relationship between emotional labor and neurotici
anizational policies and training opportunities aimed at improving POS and use of deep acting over surface acting could be valuable for org
e experience of emotional labor was related to several work attitudes.
rmance success mediated the relationship between the perceived display of positive emotions and senders’ felt positive emotions after the
tive commitment and burnout development or alleviation. Further research is needed to fully understand how each emotional labor strateg
t black women co-mingle etiquette and emotion management to gain acceptance and promotions, which strengthens race/ethnic group so
in influencing the use of deep acting, both directly and indirectly through the interaction with negative affectivity; (b) positive affectivity em
job (Grandey, 2000). By exploring the emotional labor of teachers using a new adapted instrument, The Emotional Labor of Teaching Scale
significant relationship has been found between "deep behavior" which is one of the dimensions of "emotional labor" and factors those fo
or are discussed.
their part, impact emotional exhaustion. Deep acting one's positive emotions lowers emotional exhaustion and surface acting increases it.
politan hospital. We find that medical workers experiencing more mistreatment by patients are more likely to be managing emotions with
, respectively. Additionally, ED was found to directly affect depersonalization and indirectly affect job satisfaction through emotional exhau
er turnover. The implications suggest important recommendations for hotel managers.
unexpected negative relationship was found between emotional dissonance and emotional exhaustion. Managerial implications discuss tr
ate the effects of organizational display rules on burnout, whereas congruent states do not mediate this relationship.
h deep acting; and commitment to public interest is not associated with surface acting or deep acting.
icate that emotional labor has implications not only for employees themselves, but also for their partner at home – on a daily basis.
rther, managers and white (but not black or Latina) customers used body-disparaging “fat talk” to elicit workers' emotional labor while con
dition, in an alternative model, we found that NA partially mediates the relationship between JRS and EE; whereas, NA fully mediates the re
tered, there is a need to study how emotional labor is carried out in libraries, and to identify management techniques for emotional labor t
e hierarchical regression show that emotional labor strategies influences on job performance and organizational commitment and in additi
a worthy of further investigation.
ons" and "expressing one's positive emotions". Besides, circulation librarians "scarcely" or "occasionally" felt emotionally exhausted. In gen
nce on organizational citizenship behavior.
eals notably direct effects on Organizational Performance.
s for future research.

in a second model, the variety of emotions required in work settings as part of the work role together with the intensity subscale account
delivering services to the stigmatized clients of foreign spouses engage in three distinct types of emotional labor: First, social workers must
motional deviance and the influence of their group-level manifestations on customer satisfaction, the mediating role of group emotional la
ationships with work outcomes of job satisfaction and stress/exhaustion (but not with job performance), whereas deep acting emotion regu
sitively related to job satisfaction regardless of rewards, beyond personality traits. Results have implications for reward structures and enha
ting and felt more anger. Engaging in social sharing was beneficial: All three types of social sharing were effective in reducing the anger aro
st relationships among emotional labor constructs, job satisfaction, and job burnout. Results show evidence of significant associations with
ng effect on the “relationship between value of needs and customer-oriented behavior”. However, surface acting and deep acting show a m
nal exhaustionwere positively intercorrelated. Moreover, deep acting was a significant mediator in the relationship between empathy ande
exivity are used to consider the ways in which we “worked with” and “worked on” emotion. In doing so, we draw on our collective experien
arch are discussed.
epreneur’s environment to further understand the concepts associated with emotional labor
eep acting significantly predicted emotional exhaustion. Positive affectivity (PA) significantly decreased the likelihood of being emotionally
e of this study is to specify the significance of the concept of emotional labor in the health sectors defined as the effort paid by the health e
results showed the emotional labor of the nurses is above the average level and deep acting was more than surface acting. Job autonomy
gical detachment and attachment respectively. These findings shed new light on the role of emotional labor and work team context in shap
r the relationship between surface acting and customer-rated service sabotage. In addition, the aforementioned interactive effects can be e
he intern emotional labor and service performance relationship. Theoretical and practical implications were also discussed.
owed that employees engaging more surface acting were more likely to be mistreated by customers which in turn increased their experien
ve little attention in the literature.
ontact hotel employees in the U.S. supported all, the hypotheses in this study. The implications of the findings and future research directio
idual level, only anger evokes EL. Explained variances in EL (within: 39%, between: 67%) stress the relevance of emotions in teaching and w
es. These have implications for staff retention, job satisfaction, and delivery of care.
ated emotions. When workers are at risk of burnout, provision of job resources can help ease the burden and reduce job stress.
o, private school teachers were found to use deep acting strategies and display genuine emotions more often than public school teachers.
acting, has been identified as a less stressful form of emotional labor.
ersonal accomplishment, a facet of burnout, and OCB-I. Moreover, we used a broader sample of 95 school employees than typical school s
-being, and more strongly so for high than for low punishment-sensitive individuals. The results are consistent with the idea that heightene
effects of surface acting.
g and moderating roles of job autonomy and social support between emotional exhaustion and emotional labor, and emotional labor and j
tive labor of activism online that we can work toward more sustainable participation and impact.
deep acting were significantly stronger in the BOH than in the FOH.
nd job satisfaction were
eam interactions enablesteams to launch superior software products when unexpected events make a project complicated and
th emotional laborers and organizations.

ed a two-stage moderating role of perceived job control such that control moderates both the relation from mental construal to surface acti
r, illustrating its relevance for third parties not directly involved in a customer service encounter and highlighting important mechanisms an
erson-job fit is an important moderator that influences whether emotional labor enhances or hinders employee well-being. Emotional labo
ative new methodological approaches. Overall, we provide a new road map to jump-start the field in exciting new directions.
rules, customer orientation, and emotion demands–abilities fit) and differentially predicted employee outcomes (emotional exhaustion, jo
d (3) self-undermined by organizational policies (constituting procedural injustice). We then argue for bringing light to the dark side of emo
indicate that the negative relations of day-specific emotional dissonance to all day-specific indicators of well-being are attenuated as a fun
in emotions, emotion regulation, and vocal tone, and that these key emotional labor variables significantly relate to each other at the mom
itional financing modes.
atives and protect themselves from denigration while minimizing the risk of severe consequence. Our data suggest that a more nuanced co
t theoretical claims that men’s privileged status shields them from having to perform emotional labor as frequently as women. Further, wh
sessed through the Teacher Emotional Labor Strategy Scale designed by Yin. This test consists of three parts: surface acting (which refers to
d burnout level. Method: The sample for this survey study consists of 410 teachers working in the schools located in the city center of Kütah
nsight into why airline companies need to pay attention to how employees observe emotional display rules, and should select an appropri
ent’s performance, to avoid raising defense mechanisms. The essence of EASW were perceived as eased by staff members when they focus
tion and burnout. These results provide support to a person-centered approach to understand the outcomes of performing emotional labo
ce and positive affectivity as moderators. Directions for future research and its implications are discussed.
showed that emotional labor is a multidimensional concept, hence it is not just managed in different ways by social workers; it is always rel
negative effect, on service orientation. The results of this study also indicated that for line employees, display rule perception and deperson
stions for library managers to consider in order to lessen the negative effects of emotional labor in the workplace.
labor strategies should be implemented in schools in Mainland China.
ications are discussed.
search institutions aimed at addressing the lack of public green space in a disenfranchised urban community in California. The empirical ev
nd OCBO. In light of these findings, strategies that encourage employees to display emotions consistent with their inner experience were d
c questionnaires were used for data analysis.
e the indirect effects of surface acting on harming long-term customer relationships. Finally, when customer orientation behaviors and serv
nals from business organizations in mainland China. Significant differences were found on emotional intelligence between those in senior p
f positive display rules and higher levels of political skill than do programmers and technical support personnel. These findings encourage f
sm through which individual¡¯s motivation orientations affect creativity, identifying regulatory focus as a motivational antecedent of emoti
s came in four forms: expression of genuine emotion, deep acting, surface acting, and detachment. The findings suggest that despite wide
nimized the detrimental effects of surface acting on absenteeism. We also found support for the mediating role of affective commitment in
study their effects on CWB.
tions to our understanding of positive psychological capital and implications for emotional labor in service management. Limitations and fu
abor, and job satisfaction. Theoretical and practical implications of the study findings are also discussed.
ees engaging in more surface acting were more likely to receive negative treatment from customers, which in turn increased their negative
ective in-flight customer services. Also, the more pre-flight attendants employ EL, the more exhausted they are emotionally. As the first stu
higher CO for frontline positions because CO signals a better job-person fit.

ortance of PCF.
otional experiences. Specifically, reappraisal and deep acting strategies were positively related to enjoyment; in addition, deep acting was n
ticity, and AL were revealed. Thus, we identified cases where leader authenticity may be threatened within an organizational context with s
sm index, the greater the frequency of emotional-labor-demanding job stress.
much as possible.
hip between emotional presence and acting strategies, those who engage in surface acting are less satisfied with their job and more likely
om randomly selected 450 bank managers through self-administered questionnaires. Structural equation modeling technique with AMOS s
dings help shed light on the circumstances in which customer participation is strengthened (leading to greater spending) or weakened.
s and employers expected them to adopt a therapeutic role with their clients. However, this role conflicted sharply with the expectation tha
e encounter for both the consumer and provider. We also explore the other benefits of mindfulness and their application to the service enc
he reproduction of social hierarchies.
udies, we support separate activation and inhibition pathways, plus regulatory fit, in that deep acting is beneficial to affective delivery for t
eory and management practice are discussed.

lationship such that low levels of emotional labor engaged in by the entrepreneurs strengthened the mediated relationship between perce
t. The study offers practical and relevant implications useful to both training providers and industry professionals. Avenues for future resea
ganizational stressors and burnout in sport. Further, surface acting acted as an important mechanism through which burnout mediated the
emotional labor. We demonstrate the relevance of emotional labor to third parties not directly involved in customer service encounters and
was particularly related to emotional dissonance when strain at the start of the work shift was high.
ncies and the welfare and performance of sport medics and scientists.
d only main effects on employee performance with no moderation effects.
s of “street” masculinity.
nal labor on physical education teachers’ well-being and intention to leave the teaching profession.
hips among the variables, the research conducts structural equation model analysis on 242 social workers in South Korea. The analysis confi
earch conferences, with reference to relevant higher education research as well as anecdotal evidence, relating these experiences to the th
traints. Implications of emotional labor for discourse and practice in health care settings are discussed.
negatively impacts on employees’ work-life balance and job satisfaction which both drive their commitment. This study helps to understand
are addressed.
emotional conflicts among employees. Emotional Conflicts mean contradiction between employeesâ€™ personal feelings and the feelings w
In this study, the effects of internal marketing activities on to the behavior of emotional labor of employees were examined. The survey wa
e connection is not repaired, the rational mind will take over and the public space wherein the emergency professional exists can co-opt th
ith hostile customers, whereas private-sector workers with high PSM relied on deep acting when customer hostility was low but not when
rface acting among fitness employees.
enticity within the climate weakens the positive impact of surface acting on casino employees’ emotional exhaustion.
lated to job satisfaction and personal accomplishment. Results suggest that emotional labor may be an important aspect of the work of sch
ts are an important theoretical and practical consideration for understanding emotional labor within teams and organizations.
s were less likely than other residents to obtain high OSCE scores. The odds of high OSCE performance among interns and residents with hi
ng that a lack of intimate communication will increase intentions to leave among supervisors who express less genuine emotions and who e
of emotional labor on job burnout. Discussion, suggestions, implications, and recommendations selection and training are provided.
trategies (attentiveness, variety, frequency and emotional dissonance) have significant and positive association with employees’ burnout. M
oms after controlling for age, educational level, cohabiting status, and occupational stressors (sβ = 0.08, p = 0.04). A significant interaction e
used for the differences among the variables. As a result of the research, findings indicated that there were significant differences in the te
ations that wish to enhance their employees’ psychological capital and to reduce the negative effects of emotional labor.
h analyses largely supported these hypotheses suggesting that surface acting has unfavorable implications, whereas deep acting has favora
passion fatigue. This finding suggests plans for work positions and highlights the significance of applying appropriate procedures in hiring an
viors of female principals and surface acting. However, teachers display deep acting and genuine emotions more frequently when the fema
on how emotional labour is practised by men in sport.
he theoretical and practical implications are further discussed.

ative commercial friendship. Benefits and costs of flirting to both employee and customer are discussed. Practical implications are offered.
tions of our findings.
hical self-formation.
dy also demonstrates that as the size of grocery establishments increase, labor control systems are altered to accommodate the
paralegals and glosses over the powerful role of the structure itself in maintaining that hierarchy. According to Franklin, not all successful li
employees and their supervisors in 2 divisions of a large private hospital in the Midwestern United States. Employee participants completed
ngendered its language service as migrant women's work with the prospect of "friend-like" service relationship. For that reason, the teach
ddition, it was hypothesized that personality will be related to performance. Most hypotheses were not supported by the results. However,
esearch and theory; implications for future research and theory are discussed. Possible applications for the new measure of emotional labo
hose who were not performing emotional labor. Overall, it was found that performing emotional labor and having high levels of job insecur
er service performance. Implications, limitations, and directions for future research are discussed.
g such cultures, educators, teachers, and administrators are more likely to grasp the complexities and possibilities of emotional labor in the
els of emotional labor. These effects were significant even when the participants themselves had been treated fairly. These findings are con
ch as phlebotomists, must be able to find the right balance of scripted, authentic, and projected behaviors to satisfy patient expectations an
port for the existence of primitive emotional contagion in service interactions. Furthermore, employee emotions exert an influence on cust
and perform deep acting in response to these situational demands.
authenticity. Conclusion: If it is needed to keep smiling under sad experience, deep-action is a positive one.
s. The purpose of the present study was to increase positive emotions and decrease negative emotions in customer service employees by t
d to solicit emotional labor from men.
ess culture that demands its performance is questioned.
ample for the present research consisted of 181 visitor/customer service personnel participants recruited from two tourism-based organiza
r, but the emotional labor toward the customer positively influenced on customer-oriented selling behavior. Third, Salesperson's emotiona
hts into the gendered and racialized performance of emotional labor and the multidimensional context that shapes emotional experience.
sness Inventory (CI,α = 0.79) were used to collect data for the study. Two research questions were answered at 0.05 level of significance. Th
ther half negative emotions. Comparing these two conditions and measuring deep acting and surface acting we found evidence supporting
support the importance of considering the roles of mood and disposition in the impact of emotional labor.
or integration of the results generated by these bodies of work. H7
ch are discussed.
91). A thorough understanding about emotional labor of the tour leader, however, is still wanting. The purpose of this study is to add to wh
uct validity, criterion validity and internal consistency of the subscales (ranged from .70 to .81) of TELS.
icates that the emotional laborer's coping strategies are worth focusing on as the new moderating variables between the emotional labor a
would independently produce. Results provide mixed support for these hypotheses suggesting that value dissonance only exhibits indepen
emotional and social competence (ESC), and (c) some unresolved EI measurement problems. A recentmeta-analysis ( Joseph & Newman, 2
otional dissonance than performance of their “F” and “Low-power” colleagues. Emotional dissonance may cause different levels of emotio
dels of emotional labor which suggest that surface acting partially mediates the relationship of emotion–rule dissonance with well-being. I
n of naturally felt emotion. Limitations and implications of the study were discussed.
en emotional labor and neuroticism but not extraversion, which are both defined by cultural values. Job autonomy, affected by work experi
acting could be valuable for organizations. Results also illuminate the important and complicated moderating role of POS and gender in th
s’ felt positive emotions after the interaction, controlling for senders’ positive affect.
ow each emotional labor strategy impact on relevant individual and organizational outcomes.
strengthens race/ethnic group solidarity.
ectivity; (b) positive affectivity emerged as an important affectivity dimension in influencing the use of deep acting both directly and indirec
motional Labor of Teaching Scale (TELTS) and sampling a large, homogenous teacher population, this study found that teaching involved em
tional labor" and factors those form dimensions of "emotional intelligence" We can conclude that this positive and significant relation affec
n and surface acting increases it. We discuss the consequences of our model for workplace behavior, such as performance. We also discuss
y to be managing emotions with patients, and this response further contributes to the employees' job-related burnout. As predicted, mana
action through emotional exhaustion while EE directly affects personal accomplishment and indirectly affects job satisfaction through pers
Managerial implications discuss training and acting techniques to more effectively manage employee emotional labor.
t home – on a daily basis.
rkers' emotional labor while confronting thinner workers for defying aesthetic expectations. This research offers a more nuanced understa
whereas, NA fully mediates the relationships between CRS/WERS and EE. Practical implications are discussed in detail and limitations of the
techniques for emotional labor that will yield positive outcomes for both employees and organizations. Empirical research on emotional la
tional commitment and in addition to it, variable of emotional intelligence moderates these influences too.
elt emotionally exhausted. In general, a positive correlation was found between librarians' frequency of encountering difficult patrons and d
h the intensity subscale account for approximately 20% of the variance in burnout. Performance did not show the expected relationship wi
labor: First, social workers must show positive emotions ingenuously; thenmaintain detached, free-emotion selves for objective judgment
ating role of group emotional labor and group emotional deviance on the relationship between service climate and customer satisfaction,
hereas deep acting emotion regulation strategies have a pattern of positive relationships with all of these work outcomes.
s for reward structures and enhancing job satisfaction with this increasingly common form of labor.
ffective in reducing the anger aroused by handling demanding customers. Findings from qualitative analyses suggested that different mech
e of significant associations with emotional labor among library employees in both the perception of display rules, as well as in surface and
acting and deep acting show a more significant mediating effect on the “relationship between authorized autonomy and customer-oriente
tionship between empathy andemotional exhaustion. The analyzed link was also mediated by negative mood induction, whereas positive m
e draw on our collective experiences of working on two collaborative projects with ChildLine Scotland in which a secondary analysis was con
likelihood of being emotionally exhausted as a consequence of deep acting whereas negative affectivity (NA) significantly increased the lik
as the effort paid by the health employees who are
n surface acting. Job autonomy has the most positive impact on increasing emotional labor where as jobs hierarchy systems has the most
or and work team context in shaping employee creativity.

tioned interactive effects can be explained by customer positive and negative moods, respectively. Theoretical and practice implications are
e also discussed.
in turn increased their experienced emotional exhaustion, and employees engaging more deep acting were more likely to be positively tre
ings and future research directions were, discussed.
ce of emotions in teaching and within the context of teacher burnout. Beyond implying the importance of reducing anger, our findings sug
and reduce job stress.
ften than public school teachers. Finally, it was found that emotional labor is a significant predictor of burnout among Turkish primary schoo
employees than typical school samples, including teacher, aides, and administrators, to investigate whether the results would extend beyo
ent with the idea that heightened sensitivity to social disapproval aggravates the negative effects of surface acting.
labor, and emotional labor and job satisfaction.

ect complicated and
m mental construal to surface acting and the relation from surface acting to well-being. Results from two studies conducted in Singapore an
ghting important mechanisms and boundary conditions of such spillover effects.
oyee well-being. Emotional labor may also have positive outcomes when organizations grant more autonomy and adopt positive display ru
ng new directions.
comes (emotional exhaustion, job satisfaction, and felt inauthenticity). Our results reveal new insights into the nature of emotion regulatio
ing light to the dark side of emotional labor with a “modest proposal”: Organizations and customers should abandon formalized emotion d
ell-being are attenuated as a function of increasing day-specific sleep quality and that self-control capacity moderates this interaction. Spec
y relate to each other at the momentary level of analysis. Further, by modeling lagged effects, we were able to gain insight into the causal d
suggest that a more nuanced conceptualization of resistance and the context in which resistance occurs is needed in order to understand
equently as women. Further, when male nurses do perform higher levels of emotional labor, they are shielded from the negative effects of
s: surface acting (which refers to strategy in which people hinder and cover their felt emotions or fake unfelt feeling for the aim of showing
ocated in the city center of Kütahya. The data was collected using the Emotional Labor Scale and the Burnout Scale. Descriptive statistics, t-
s, and should select an appropriate emotional labor strategy to improve in-flight service quality over the long term.
y staff members when they focus on the client’s emotions and help the client understand that the horse is acting in response to the client’s
mes of performing emotional labor.
by social workers; it is always related to the specific emotion culture and the community of practice at the work place.
ay rule perception and depersonalization have more influence on predicting service orientation than for managers, whereas depersonaliza
ty in California. The empirical evidence is drawn from a research project in which we engaged a group of 9–11 year old children in a variety
th their inner experience were discussed.
r orientation behaviors and service sweethearting behaviors are both high, the effects of surface acting on customer satisfaction becomes
gence between those in senior positions (i.e., director or above) and ordinary employees. In addition, the results show that among ordinar
nnel. These findings encourage further research on the relationship between emotional labor and political skill, along with further compar
motivational antecedent of emotional labor strategies, and extending the application field of regulatory focus theory to the frontline service
dings suggest that despite wide scholarly discussion of alternative conceptions of professionalism, the need to expand these discussions am
g role of affective commitment in explaining this interaction effect. These results suggest that the effects of surface acting on absenteeism
management. Limitations and future research directions are discussed.
in turn increased their negative affect and emotional exhaustion. Further, employees engaging in more deep acting were more likely to rec
y are emotionally. As the first study on pre-flight attendants’ EI, this study contributes to the existing body of knowledge on EI, EL, EE, and C
nt; in addition, deep acting was negatively related to negative emotions such as anxiety, anger, and frustration. By contrast, suppression an
an organizational context with strong emotional display rules, suggesting a boundary condition for AL. Additionally, we advance propositio
ed with their job and more likely to experience burnout. In addition, those who feel a higher degree of emotional presence over the phone
modeling technique with AMOS software is used for data analysis. The results show that relationship conflict and conflict management style
ater spending) or weakened.

sharply with the expectation that agents be effective salespeople and forced women agents to feign feelings of care and optimism. Clients
eir application to the service encounter: adaptability, flexibility, and creativity. We conclude by sharing resources for managers interested in
neficial to affective delivery for those higher in two activation traits—namely, extraversion and openness—and that surface acting predicts
ated relationship between perceived passion, quality of the presenter and intention to invest.
ionals. Avenues for future research are also presented.
gh which burnout mediated the relationship between the frequency of organizational stressors and turnover intentions. Study 2 showed th
customer service encounters and highlight important mediators and boundary conditions of these indirect relations.
n South Korea. The analysis confirms that emotional labor increases turnover intention whereas trust reduces it. The analysis also demonst
ating these experiences to the theories. It thus aims to tie together theoretical insights, higher education scholarship, and ordinary real-life
t. This study helps to understand the relevance of hotel employees’ commitment, and thus, their increased retention in the firm. Implicatio
rsonal feelings and the feelings which organization desires. But in fact, deep acting is positively related with organizational commitment, jo
s were examined. The survey was conducted on 136 employees working in hotel businesses operating in the Kocaeli province tourism secto
professional exists can co-opt the professional leading them to be unable to see the potential evil acts they might commit.
hostility was low but not when customer hostility was high. Lastly, in both samples, our mediated moderation analyses revealed that PSM
exhaustion.
portant aspect of the work of school psychologists—impacting both job satisfaction and burnout. Limitations and implications for research
s and organizations.
ng interns and residents with high interaction component scores in emotional labor were significantly higher than those with low interacti
ess genuine emotions and who engage in more surface acting.
and training are provided.
ation with employees’ burnout. Moreover, findings also identified that job stress also significantly mediates the relationship between emoti
0.04). A significant interaction effect between occupation and social support was also observed in this model (sβ = −0.09, p = 0.02). The m
e significant differences in the teachers’ emotional labour behavior scores. The significant differences were found in the scores of the numb
otional labor.
, whereas deep acting has favorable implications for daily well-being at work and recovery after work.
propriate procedures in hiring and training employees.
more frequently when the female principals exhibit leadership function effectively.
actical implications are offered.

re altered to accommodate the growth which, in turn, influences emotional labor . Increasing formalization of emotional labor dir
g to Franklin, not all successful litigation lawyers are "Rambos." Franklin maintains that, although
Employee participants completed questionnaires comprising several scales used to measure all the variables of interest. The supervisor par
nship. For that reason, the teachers can assist their clients to learn the language and the culture embedded in it like their friends in Hong K
pported by the results. However, direct relationships were discovered. There were direct relationships between extraversion and task satisfa
new measure of emotional labor developed here are presented
having high levels of job insecurity were related to increased depressive symptoms, and conversely, job satisfaction played a role in reducin
ibilities of emotional labor in the context of science education.
ted fairly. These findings are consistent with the deontic approach to justice (Folger, 1998, 2001; Cropanzano, Goldman, & Folger, 2003) tha
to satisfy patient expectations and maintain their own level of job satisfaction. The inability of the phlebotomist to handle high levels of em
otions exert an influence on customer outcomes that are of interest to marketers.
customer service employees by teaching them to appraise workplace events differently. Measures of dependent variables were taken for on
rom two tourism-based organizations. The results indicated that the frequency of interaction predicted the performance of surface acting
r. Third, Salesperson's emotional labor positively influenced on burnout. Specifically, emotional labor toward organization significantly influ
at shapes emotional experience.
d at 0.05 level of significance. The data were analyzed using multiple regression statistical methods. The findings revealed that the indepen
g we found evidence supporting the authenticity model rather than the facial feedback model.
ose of this study is to add to what is known. Qualitative research approach was used to identify significant issues and draw out important m
s between the emotional labor and its consequences.
dissonance only exhibits independent effects on burnout rooted in depersonalization, whereas effects of emotional dissonance vary depen
a-analysis ( Joseph & Newman, 2010) illuminates the first of these topics while considering the second and therefore provides empirical tes
cause different levels of emotional labor in different personalities depending on their motivation, cognitive style and values, and eventuall
ule dissonance with well-being. Implications for future research as well as pragmatic ramifications for organizational practices are discussed
tonomy, affected by work experience and extraversion, had a positive relationship with job satisfaction.
ting role of POS and gender in the emotional labor process. Future research directions for scholars investigating the emotional labor proces
p acting both directly and indirectly through the interaction with self-emotional appraisal; (c) negative affectivity was a particularly importa
found that teaching involved emotional labor. More specifically, findings endorsed that teachers performed emotional labor on the job des
tive and significant relation affects employee's job performance in a positive way.
as performance. We also discuss how the relationships involving emotional labor change when one considers these constructs at the group
ed burnout. As predicted, managing emotions with patients was unrelated to burnout for workers in a unit with a climate of authenticity.
cts job satisfaction through personal accomplishment. Finally, personal accomplishment was found to mediate the depersonalization–job s
onal labor.
offers a more nuanced understanding of the ties between aesthetic labor and emotional labor, while highlighting some of the factors that p
d in detail and limitations of the study and future research directions are also suggested.
mpirical research on emotional labor is reviewed, and a research agenda for exploration of this important construct in the field of librariansh
countering difficult patrons and degree of emotional exhaustion, while a negative correlation was found between librarians' emotional labo
ow the expected relationship with burnout and emotional labor. These findings represent a basis for new antecedents on the implications
on selves for objective judgments; and finally display unpleasant emotions to empower clients. In reality, however, the emancipatory promi
mate and customer satisfaction, and the role of explicitness of display rules in shaping salespeople emotion regulation.
work outcomes.
s suggested that different mechanisms might have contributed to the effectiveness of the three types of social sharing. Future research dir
y rules, as well as in surface and deep acting. Perception of display rules showed mixed results with job burnout and job satisfaction. Surfa
autonomy and customer-oriented behavior”. Finally, this study proposes managerial implications and suggestions for future research.
od induction, whereas positive mood inductiondid not emerge as a significant mediator. Conclusions: The study provided insight into the ro
hich a secondary analysis was conducted on children’s narratives of distress, worry, abuse, and neglect.
NA) significantly increased the likelihood of being emotionally exhausted as a consequence of surface acting. Finally, customer services repr
hierarchy systems has the most negative impact on doing emotional labor. The results of the study also shows, hospital expectations oblige
cal and practice implications are also discussed.
re more likely to be positively treated by customers which in turn reduced felt emotional drain. Implications and limitations were discussed
reducing anger, our findings suggest the potential of enjoyment lessening EL and thereby reducing teacher burnout.
out among Turkish primary school teachers.
er the results would extend beyond the classroom to the overall school setting. In general, results from our study provided further support
udies conducted in Singapore and the U.S. on employees across industries indicate that mental construal indirectly improves well-being thr
my and adopt positive display rules that call for the expression of positive emotions. Recent research also indicates that emotional labor st
the nature of emotion regulation in emotional labor contexts and how different employees may characteristically use distinct combination
d abandon formalized emotion display expectations and replace such efforts with more humanistic practices that support and value emplo
moderates this interaction. Specifically, compared with low self-control capacity, the day-specific interaction of emotional dissonance and
e to gain insight into the causal direction in the relationships among these continuously measured variables. Moreover, we showed for the
needed in order to understand the everyday experiences of people of color.

ded from the negative effects of covering emotion and their deep acting correlates with higher job satisfaction—a status bonus—compare
elt feeling for the aim of showing the appropriate emotions needed for their profession), deep acting (which refers to the kind of strategy in
out Scale. Descriptive statistics, t-tests, ANOVA and regression analysis were used for analyzing the data. Findings: Results indicate that the t
acting in response to the client’s and the staff’s behavior through mentalizing and enacting emotional labor in regarding the horse as a subj
work place.
anagers, whereas depersonalization has no effect on service orientation for managers. Emotional exhaustion had no significant effect on se
–11 year old children in a variety of planning activities involving participatory mapping, use of visual media, and focus groups.
customer satisfaction becomes positive, which leading to stronger customer relationships. Theoretical and practical implications are discus
results show that among ordinary employees, emotional intelligence and emotional labor are important predictors of job performance. Mo
skill, along with further comparisons of emotional labor and political skill across job types within a single industry. The findings also sugges
us theory to the frontline service context.

d to expand these discussions among law students and practitioners is still pressing.
f surface acting on absenteeism are less detrimental for employees with high surface acting self-efficacy as these individuals are less negati
ep acting were more likely to receive positive treatment from customers, which in turn increased their positive affect. Implications and limi
of knowledge on EI, EL, EE, and CCS. The findings of the study also provide practical implications that effective assessment and education o
tion. By contrast, suppression and surface acting strategies were positively associated with negative emotions (i.e., suppression with anxiety
ditionally, we advance propositions gleaned from our research regarding the influence of the omnibus (e.g., community religiosity) and disc
otional presence over the phone tend to experience higher job satisfaction and less burnout. These findings suggest that online customer s
t and conflict management styles fully mediate the relationship between personality and emotional Labor. This study will open new vistas o
gs of care and optimism. Clients, coworkers, and employers, the authors show, shaped workers’ freedom to define their emotional labor in
ources for managers interested in implementing mindfulness training.
—and that surface acting predicts service sabotage for those lower in an inhibition trait: conscientiousness. We empirically rule out mood as
ver intentions. Study 2 showed that surface acting moderated the relationship between the organizational stressor frequency and turnover
relations.
ces it. The analysis also demonstrates that autonomy and supervisory support enhance organizational trust, while surface acting is affected
cholarship, and ordinary real-life experiences of gendered social relations in conference activities.
d retention in the firm. Implications for management and research are discussed.
h organizational commitment, job satisfaction, customer satisfaction and job performance. Emotional labor has four dimensions: frequency
he Kocaeli province tourism sector and the hypotheses developed to investigate whether the internal marketing policies applied by hotel op
y might commit.
tion analyses revealed that PSM had a positive effect on customer service behavior via deep acting only for male workers across different le
ns and implications for research and practice are discussed.
her than those with low interaction scores. A high score in the interaction dimension of emotional labor was associated with strong clinical
s the relationship between emotional labor and burnout.

del (sβ = −0.09, p = 0.02). The multiple regression analysis stratified by occupation showed that job demand, job insecurity, and workplace
found in the scores of the number of teachers, the working time at schools, the type of graduated faculty, and the type of the school. The
alization of emotional labor directives not only promotes uniformity but can also generate variation in the form of cashier resista
es of interest. The supervisor participants completed questionnaires that rated the level of OCB exhibited by their subordinates. Among the
d in it like their friends in Hong Kong. In work,teachers need to perform emotional labor to entertain and cultivate feeling of success for the
een extraversion and task satisfaction and extraversion and stress. There were also direct relationships between sense of humor and task s
tisfaction played a role in reducing depressive symptoms. Similarly, in the sub-sample of the emotional labor group, high levels of job insecu
no, Goldman, & Folger, 2003) that suggests that individuals' concern for justice stems in part from non-instrumental motives. Such evidenc
omist to handle high levels of emotional dissonance may lead to burnout, job dissatisfaction, and increased personnel turnover.
ndent variables were taken for one week (five shifts) before the training and one week (five shifts) after the training. Additionally, a control
e performance of surface acting and the combination of the frequency and variety of emotional display significantly predicted the performa
rd organization significantly influenced on burnout, but emotional labor toward customer did not influenced on burnout. Fourth, Salespers
ndings revealed that the independent variables (emotional labor,conscientiousness and job tenure) jointly accounted for 53.1 per cent of th
issues and draw out important managerial implications. Findings concluded that the job of tour leader requires the performance of signific
motional dissonance vary depending on the type of burnout under consideration. Implications for theory, research, and practice are discus
therefore provides empirical tests for many of Cherniss’s conceptual ideas. Regarding the third issue, we also point to recent development
e style and values, and eventually may have considerably different impact on their job performance and job satisfaction.
nizational practices are discussed in conclusion.

ating the emotional labor process, its consequences, moderators and its cross-cultural relevance are discussed.
ctivity was a particularly important affectivity dimension in influencing the use of surface acting, both directly and indirectly through its int
d emotional labor on the job despite teachers not knowing the emotional display rules required in their schools. Overall, results provide im
ers these constructs at the group-level of analysis.
t with a climate of authenticity.

iate the depersonalization–job satisfaction relationship. Managerial implications for human resource practices are provided.
ghting some of the factors that prevent stigmatized groups from successfully reclaiming status within consumer contexts.
onstruct in the field of librarianship is presented.
tween librarians' emotional labor and degree of emotional exhaustion.
antecedents on the implications of emotional labor in the Romanian workplace.
owever, the emancipatory promise of the profession is compromised as follows. Social workers are observed to re-racialize foreign spouses
n regulation.
ocial sharing. Future research directions and implications for practice are discussed.
rnout and job satisfaction. Surface acting was found to be associated consistently with job burnout and decreased job satisfaction, while de
estions for future research.

study provided insight into the role of empathy and emotional
g. Finally, customer services representatives of cellular services and women were found to be more prone to emotional exhaustion as comp
ows, hospital expectations oblige the nurses to perform duties which their job responsibilities and do not expect them to do emotional labo
s and limitations were discussed.
burnout.
study provided further support for COR theory, and also suggest that interpersonal influence training might be beneficial to reduce the ne
ndirectly improves well-being through the decreased use of surface acting. Additionally, the negative effect of mental construal on surface
ndicates that emotional labor strategies may improve leadership effectiveness. Research opportunities on the bright side of emotional labo
istically use distinct combinations of emotion regulation strategies to manage their emotional expressions at work.
es that support and value employees, engendering positive climates and an authentically positive workforce.
on of emotional dissonance and sleep quality was more pronounced when trait self-control was high. For those with low trait self-control, d
s. Moreover, we showed for the first time that surface acting and deep acting are used simultaneously to manage emotional labor demand
tion—a status bonus—compared to that of their female colleagues. Implications for gender theory, emotional labor, and nursing policy and
h refers to the kind of strategy in which individuals try to change their felt emotions with the aid of some cognitive techniques, such as dist
ndings: Results indicate that the teachers exhibit surface acting the least in terms of emotional labor. This is followed by deep acting and na
r in regarding the horse as a subject. The results indicate the need for higher demands on staff members in order to facilitate EASW. Depen
on had no significant effect on service orientation for either group. Managerial implications and suggestions for future research are provide
a, and focus groups.
practical implications are discussed.

edictors of job performance. Moreover, emotional labor has a moderating effect in the association between emotional intelligence and job
ndustry. The findings also suggest that emotional labor capabilities and level of political skill be a consideration when selecting and matchin
these individuals are less negatively affected by the drain on the motivational resources that keep them feeling attached to their workplac
tive affect. Implications and limitations of these findings were discussed.
tive assessment and education of EI by university-based airline service programs can contribute to service excellence of airlines.
ns (i.e., suppression with anxiety; surface acting with anxiety, anger, and frustration), and surface acting was negatively associated with the
, community religiosity) and discrete context on leader emotional labor and authenticity. We conclude with practical recommendations for
s suggest that online customer service workers also engage in emotional labor.
This study will open new vistas of research by proving that emotional labor can be controlled and reduced by using appropriate conflict m
o define their emotional labor in satisfying ways.
We empirically rule out mood as the explanation for these effects, propose future research to apply regulatory fit to other outcomes and c
stressor frequency and turnover intentions—but not actual turnover—over time. These results highlight the importance of surface acting in
t, while surface acting is affected by the variety of emotions displayed and the duration of emotional labor.
r has four dimensions: frequency of appropriate emotional display, frequency of interactions, attentiveness to display rules and variety of e
eting policies applied by hotel operators affect the behavior of emotional labor and the hypotheses developed for this purpose were tested
r male workers across different levels of customer hostility. These effects were observed even after controlling for the effects of emotional
s associated with strong clinical performance. The findings suggest that interventions which motivate positive attitudes and increase interp
d, job insecurity, and workplace mistreatment were significantly associated with depressive symptoms in both occupations (p < 0.05), altho
and the type of the school. The questions related to the qualitative dimension of the research were asked to the teachers with different b
in the form of cashier resistance. Emotional labor commitment can be enhanced if the labor control system fosters internalizati
y their subordinates. Among the major findings in the study, the data suggest that emotional dissonance and efference demands had the s
ultivate feeling of success for their clients. As they provide their language service, which involves intense and personal interaction, teachers
ween sense of humor and task satisfaction and sense of humor and task stress. Furthermore, there was a direct negative relationship betw
or group, high levels of job insecurity, and performing high degrees of emotional labor, and low job satisfaction were associated with depre
rumental motives. Such evidence for coworker directed justice effects on EL also suggests that the relationship between justice and emotio
d personnel turnover.
training. Additionally, a control group was included who received only general customer service training. The reappraisal training produce
nificantly predicted the performance of deep acting. Contrary to expectations, the intensity and duration of emotional display did not expla
ed on burnout. Fourth, Salesperson's self-efficacy positively influenced on customer-oriented selling behavior. Fifth. Salesperson's self-effica
accounted for 53.1 per cent of the variance in job performance(R2 =0.531). The results further showed that the three independent variable
uires the performance of significant emotional labor. Issues about emotional display rules, emotional labor strategies, antecedents, and co
esearch, and practice are discussed.
lso point to recent developments in EI measurement based on situational judgment testing (SJT; MacCann & Roberts, 2008; Orchard et al.,
b satisfaction.
ctly and indirectly through its interaction with emotional intelligence dimensions of self-emotional appraisal and use of emotion; and finally
hools. Overall, results provide implications for practice to improve how we prepare and supervise teachers.
tices are provided.
umer contexts.
ed to re-racialize foreign spouses and enact a welfare system that prejudices against lower classes; the professional language seems alienati
creased job satisfaction, while deep acting strategies were less strongly associated with negative outcomes. Findings suggest that library m
to emotional exhaustion as compared to their counterparts. Limitations and suggestions for future research have also been discussed.
xpect them to do emotional labor.
ht be beneficial to reduce the negative effect of surface acting among school employees. Deep acting is also recommended as a useful strat
of mental construal on surface acting was stronger when perceived job control was high. The results were relatively more mixed regarding
the bright side of emotional labor are abundant.
hose with low trait self-control, day-specific sleep quality did not attenuate the negative relations of emotional dissonance to day-specific w
manage emotional labor demands.
onal labor, and nursing policy and practice are discussed.

ognitive techniques, such as distraction so as the appropriate emotion occurs), and natural acting (which refers to the instance when indivi
followed by deep acting and naturallyfelt emotions. In terms of burnout, teachers have the highest burnout level when they experience e
order to facilitate EASW. Depending on whether the staff and the clients focus on performance or on emotions, different positive or negati
s for future research are provided.

n emotional intelligence and job performance, such that high levels of emotional intelligence were more likely to be associated with high l
tion when selecting and matching IT/IS personnel to particular job types. Once IT/IS personnel are hired, the findings of this study indicate
eling attached to their workplace and, in turn, keep them at work. This study extends our understanding of emotional labor processes and
excellence of airlines.
as negatively associated with the positive emotion enjoyment. Implications for integrating research on teachers’ emotion regulation and em
h practical recommendations for leaders seeking to balance authenticity with emotional display rules associated with unique roles and con
by using appropriate conflict management style and by verifying the pivotal role of personality in relation to emotional labor, relationship
tory fit to other outcomes and contexts, and suggest practical implications for services.
e importance of surface acting in understanding how individuals respond to organizational stressors encountered in sport, expanding our u
to display rules and variety of emotional expressions & emotional dissonance. These dimensions have their own antecedents and consequ
ped for this purpose were tested with structural equation model as the SmartPLS 2.0. The literature of the study as conceptually has been
ing for the effects of emotional intelligence (Study 1) and personality traits (Study 2). Theoretical and practical implications as well as aven
tive attitudes and increase interpersonal interaction skills among physicians should receive higher priority.
oth occupations (p < 0.05), although the strength of statistical associations were slightly different. We found negative associations of social
to the teachers with different branches and gathered data were analysed using content analysis technique. According to the participant te
rol system fosters internalization of organizational expectations among the cashiers. Importantly, potential negative effects of em
nd efference demands had the strongest effects on the outcome variables. In addition, organizational commitment strongly ameliorated th
nd personal interaction, teachers gradually learn to perform traditional gender roles of Caring Mother, Coquette and Confidante, which enta
direct negative relationship between positive mood and task stress. In the humor condition sense of humor scores were related to humoro
tion were associated with depressive symptoms. CONCLUSIONS: These results suggest that performing emotional labor is related to an incr
ship between justice and emotional labor may be more complex than was once thought (Rupp & Spencer, in press).
The reappraisal training produced an increase in high pleasure, low arousal emotions compared to the control training. The reappraisal trai
f emotional display did not explain any variance in deep acting. The findings have implications for the work design of tourism-based roles w
or. Fifth. Salesperson's self-efficacy negatively influenced on burnout. Finally, Salesperson's burnout negatively influenced on comer-orient
t the three independent variables had significant predictiveeffects on the criterion measure (p < 0.05). The relative contributions of each in
r strategies, antecedents, and consequences of emotional labor for the tour leader are discussed. Managerial implications and future resea
& Roberts, 2008; Orchard et al., 2009). In this commentary, we focus particularly on two key concepts we believe are necessary to underst
al and use of emotion; and finally (d) regulation of emotion interacted with deep acting to influence the psychological distress arising from
essional language seems alienating to front-line practitioners; and finally, in the process of privatizing welfare services, social workers are li
. Findings suggest that library managers should clearly communicate display rule expectations to employees and work to build staff suppor
h have also been discussed.
o recommended as a useful strategy to handle emotional labor over surface acting.

relatively more mixed regarding the moderating role of job control on well-being and the relation between mental construal and deep acti
onal dissonance to day-specific well-being. Implications for research on emotional labor and for intervention programs are discussed.
efers to the instance when individuals simultaneously experience and present the appropriate emotion for their job). Burnout was measure
ut level when they experience emotional exhaustion, which is followed by a lack of personal accomplishment and depersonalization, respe
tions, different positive or negative outcomes on communication, self-confidence, self-esteem, and self-image will be likely to emerge.
kely to be associated with high levels of job performance when the demand of emotional labor increased. The relationship does not hold t
he findings of this study indicate that development programs for them should include training that will increase their emotional labor capa
f emotional labor processes and provides insights into the active process whereby employees are driven by the motivation to conserve reso
chers’ emotion regulation and emotional labor are discussed.
iated with unique roles and contexts, as well as recommendations for scholars seeking to conduct research in such settings. We also provid
to emotional labor, relationship conflict and the choice of conflict management style.
ntered in sport, expanding our understanding of the positive and negative responses component of the meta-model of stress, emotions, an
eir own antecedents and consequences. This study investigates antecedents and consequences of emotional labor in subsequent sections.
study as conceptually has been extensively reviewed and after the analysis the findings of the research have been interpreted according to
tical implications as well as avenues for future research are discussed.
nd negative associations of social support (sβ = −0.22, p < 0.01) and emotional effort (sβ = −0.17, p < 0.01) with depressive symptoms in ano
e. According to the participant teachers opinions, the reasons for the significant differences of emotional labour behavior scores are differe
potential negative effects of emotional labor can be lessened if strategies for handling the competing and oftentimes contradicto
mitment strongly ameliorated the negative effects of emotional labor on job satisfaction. Of lesser significance were data indicating a tende
uette and Confidante, which entail intimate relations emerging from the process of self-disclosure through conversation drills. Base on two
r scores were related to humorous performance. Two of hypotheses were supported by the results. There was a significant positive correla
otional labor is related to an increase in depressive symptoms. In other words, involuntary emotional expression and low job satisfaction in
in press).
rol training. The reappraisal training also decreased feelings of inauthenticity and depersonalization compared to the control training in on
k design of tourism-based roles where the performance of emotional labor is required to fulfill organizational expectations.
vely influenced on comer-oriented selling behavior. The direct effect of salesperson's self-efficacy on customer-oriented selling behavior wa
e relative contributions of each independent variable to the prediction of job performance are: conscientiousness (β= .172; t=8.60; p<0.05)
rial implications and future research directions are also provided in this study.
believe are necessary to understand the relationship between EI and job performance: emotion regulation and emotional labor. First, we e
ychological distress arising from EL requirements.
are services, social workers are likely to reduce the amount of services in the name of empowerment. Paradoxically, these exhausted profes
es and work to build staff support to help meet those expectations. Library employees should be aware of occasions when they use surface
n mental construal and deep acting. This study contributes to our limited understanding of the conditions under which employees are moti
n programs are discussed.
their job). Burnout was measured by the Maslach Burnout Inventory comprising three subscales: emotional exhaustion, depersonalization
ent and depersonalization, respectively. Results of the regression analysis show that surface acting and naturally-felt emotions are the impo
age will be likely to emerge.

The relationship does not hold true for the managerial positions in our sample. This study suggests that the interaction effect between em
ease their emotional labor capabilities and their level of political skill.
y the motivation to conserve resources and prevent further losses.

h in such settings. We also provide candid insights regarding the challenges we encountered in researching leader authenticity within a high
eta-model of stress, emotions, and performance. These findings also highlight potentially deleterious emotion-management behaviors that
al labor in subsequent sections.
ve been interpreted according to the literature. Findings show that internal marketing practices are positively and significantly related to su
with depressive symptoms in another multiple regression model for sales workers. Emotional dissonance (sβ = 0.23, p < 0.01) showed positi
bour behavior scores are different occupational definitions, being ready for the teaching profession, exhibiting more efforts and interest, m
ng and oftentimes contradictory demands are effectively disseminated.
nce were data indicating a tendency for (employee-rated) OCB to be increased when employees were required to express predominantly p
conversation drills. Base on two and a half year of intermittent fieldwork, including participant observation and in-depth interviews, this st
was a significant positive correlation between one's believe that they were allowed to be oneself and task satisfaction. There was also a sig
ession and low job satisfaction in the workplace may influence the level of depressive symptoms in workers. It is, therefore, imperative that
ared to the control training in one subsample.
nal expectations.
mer-oriented selling behavior was large than the indirect effect of salesperson's self-efficacy mediate burnout. But the indirect effect of sal
usness (β= .172; t=8.60; p<0.05), emotional labor (β=. 145; t=7.73; p<0.05), job tenure (β = .002; t = .125; p >0.05) respectively. On the basi
and emotional labor. First, we emphasize the value of distinguishing between the different facets of EI (i.e., emotion perception, emotion
doxically, these exhausted professionals turn to lay helpers for ingenuously caring for clients, a group over which the professional system ha
occasions when they use surface acting and work to develop stronger deep acting techniques. The study contributes to an understanding o
under which employees are motivated to surface or deep act as well as the conditions under which surface acting affects well-being.
al exhaustion, depersonalization, and reduced personal accomplishment.

urally-felt emotions are the important predictors for both emotional exhaustion and the depersonalization of teachers. However, deep acti
e interaction effect between emotional intelligence and emotional labor does not hold equally true for employees in different positions.
leader authenticity within a highly religious context.
tion-management behaviors that practitioners might consider when aiming to support individuals encountering organizational stressors in s
ely and significantly related to surface acting and deep acting. Moreover, findings do not provide any empirical evidence to support the dire
sβ = 0.23, p < 0.01) showed positive association with depressive symptoms in this model. The result of this study indicated that reducing oc
ting more efforts and interest, more close relationships, and the negative effects of staying much more at school on the teachers. The parti
uired to express predominantly positive emotions.
n and in-depth interviews, this study unveils the regime of labor intimacy these teachers perform, which often put them in situations of neg
satisfaction. There was also a significant negative relationship between how much stress subjects reported feeling and how much they beli
s. It is, therefore, imperative that further research be undertaken, which considers the importance of emotional labor, and its adverse effec
out. But the indirect effect of salesperson's emotional labor mediate burnout was large than the direct effect of salesperson's emotional la
p >0.05) respectively. On the basis of these findings, it is recommended that, these factors should be more enhanced among the workers. P
., emotion perception, emotion facilitation, emotion understanding, and emotion regulation, as in Mayer, Salovey, & Caruso’s [2000], four-b
which the professional system has little control and that seems unable to perform the required emotional labor.
ontributes to an understanding of the influence of emotion management in the library workplace.

acting affects well-being.
of teachers. However, deep acting does not have a significant impact on emotional exhaustion and depersonalization. Teachers' lack of per
ployees in different positions.
ering organizational stressors in sport.
rical evidence to support the direct relationship between internal marketing practices and emotional mismatch. In addition to that, in the s
study indicated that reducing occupational stressors would be effective for women sales workers to prevent depressive symptoms. In partic
chool on the teachers. The participant teachers expressed their solutions as solving the teachers’ time and place problems, constituting m
ften put them in situations of negotiating intimacy in their daily interaction with male clients at work. And it is intimate to the process of glo
feeling and how much they believed they were allowed to be themselves. These findings have several practical implications. First, they can
tional labor, and its adverse effect on the mental health of service workers.
ect of salesperson's emotional labor on customer- oriented selling behavior.
enhanced among the workers. Personnel psychologists and human resources managers should take into consideration personality’s attribu
Salovey, & Caruso’s [2000], four-branch EI model). Doing so reveals the critical importance of the emotion regulation facet as a mediator of
onalization. Teachers' lack of personal accomplishment is predicted by all aspects of emotional labor. Aspects of emotional labor, as a who
atch. In addition to that, in the study some issues such as the importance of emotional labor for tourism enterprises and the relationship b
nt depressive symptoms. In particular, promoting social support could be the most effective way to promote women sales workers’ mental h
place problems, constituting more imteractive relationships among students and colleagues and preparing effective working schedule
t is intimate to the process of globalization at large.
ctical implications. First, they can help managers understand the impact of putting humor rules in place. Second, they add support to the th
onsideration personality’s attributes and demographic factors as basis for personnel selection and recruitment.
egulation facet as a mediator of other EI facet effects on job performance. Second, we demonstrate the vital role of context in the EI–job p
cts of emotional labor, as a whole, explain 7% of the emotional exhaustion level of teachers, 16% of depersonalization, and 15% of the lack
nterprises and the relationship between the practices of internal marketing and emotional labor are discussed and suggested
e women sales workers’ mental health.

g effective working schedule
cond, they add support to the theory of personality job fit. Third, they provide validity related evidence for the SHRQ. Finally, they support
tal role of context in the EI–job performance relationship, illustrated by stronger EI criterion validity findings for high emotional labor jobs.
sonalization, and 15% of the lack of personal accomplishment. Conclusion and Recommendations: This study considers emotional labor as
sed and suggested
r the SHRQ. Finally, they support the findings that having a sense of humor can serve as a buffer against stressful experience.
s for high emotional labor jobs.
dy considers emotional labor as a role that should be taken by teachers as a part of their occupational professionalism. However, it is possi
essful experience.
essionalism. However, it is possible that the roles expected from teachers may be based on dominance, non-professional or unethical beha
on-professional or unethical behaviors. Thus, it is important to reveal the reasons behind teachers' surface acting behaviors. Therefore, des
acting behaviors. Therefore, designing such studies on the basis of a qualitative approach will contribute to a deeper understanding of thes
a deeper understanding of these behaviors.
Title Author Year
Emotional labor in service roles: The influence of identity BLAKE E. ASHFORTH 1993
RONALD H. HUMPHREY
The Dimensions, Antecedents, and Consequences of Emotional L J. Andrew Morris1 and Daniel C 1996
The consequences of emotional labor: Effects on work stress, job P s ugliesi, Karen 1999
Emotion Regulation in the Workplace: A New Way to ConceptualizAlicia A. Grandey 2000
Antecedents of Workplace Emotional Labor Dimensions and Moder John Schaubroeck and James R. 2000
Exploring the dimensions of emotional labor: The heart of HochscSusan M Kruml; Deanna Gedde 2000
Emotional labor as cultural performance: The communication of cEmotional labor as cultural pe 2000
Taking One for the Team: Organizational Commitment as a Moderat James R. Jones 2000
Emotional Labor, Burnout, and Inauthenticity: Does Gender MatteRebecca J. Erickson and Christia 2001
John F. Binning
Personality and Emotional Labor as Predictors of Turnover in Cust Anthony J. Adorno 2001
Emotional labor and burnout: Comparing two perspectives of “p CM Brotheridge, AA Grandey 2002
Testing a conservation of resources model of the dynamics of emoBrotheridge, C. M., & Lee, R. T. 2002
The effects of performance monitoring on emotional labor and well David Holman,1,2
Totterdell, Peter Claire Chissic 2002
Emotion regulation in customer service roles: Testing a model of Holman, David 2003
Emotional Labor Demands and Compensating Wage Differentials TM Glomb, JD Kammeyer-Muell2004
Dispositional Antecedents and Consequences of Emotional Labor Yongmei Liu, Pamela L. Perrewé 2004
The dimensionality and antecedents of emotional labor strategiesJames M.DiefendorffaMeredith 2005
An Exploratory Investigation Into The Moderating Effect of Emoti W Scroggins, S Ray, E Rozell 2005
Are all smiles created equal? How emotional contagion and emotion Thorsten Hennig-Thurau, Marku2006
Episodic processes in emotional labor: perceptions of affective delDJ Beal, JP Trougakos, HM Weis 2006
Gender and emotional labor in public organizations: An empirical Kenneth J. Meier, Sharon H. Ma2006
Work-family interference, emotional labor and burnout AJ Montgomery, E Panagopolou2006
The role of emotional intelligence and other individual difference Céleste M. Brotheridge 2006
Verbal abuse from outsiders versus insiders: Comparing frequencyAA Grandey, JH Kern, MR Frone 2007
Psychological strain and emotional labor among police-officers: A Benjaminvan GelderenaEllenH 2007
Hotel service providers’ emotional labor: The antecedents and ef Hyun JeongKim 2008
Exploring Emotion in Teaching: Emotional Labor, Burnout, and SatQin Zhang & Weihong Zhu 2008
The relationship between emotional resources and emotional labo Yongmei Liu L. Melita Prati Pa 2008
Job-related emotional labor and its relationship to work-family conf
Brenda L. Seery Æ Elizabeth A. 2008
Examining Teacher Turnover in Low-Performing, Multi-Cultural S Brian K. Richardson , Alicia Al 2008
Customer reactions to emotional labor: The roles of employee actMarkus Groth1, Thorsten Henni 2009
A predictive study of emotional labor and turnover SAMANTHA L. CHAU, JASON J. 2009
Perceived organizational support as a moderator of emotional la Allison B. Duke Joseph M. Goo 2009
Emotional labor: links to work attitudes and emotional exhaustio Brenda L. Seery Elizabeth A. Cor2009
Quality of Work Life as a Mediator Between Emotional Labor and Francis Yue-Lok Cheung Æ Cath 2009
Flight attendants' emotional labor and exhaustion in the Taiwanese Cheng-Ping CHANG, Ju-Mei CHI 2009
HOW EMOTIONAL LABOR INFLUENCES WORKER PRIDE, JOB SATISFA MYUNG H. JIN and MARY E. GU 2009
Relationship between Emotional Labor Consequences and Employe Min Joo Kim & Suk Young Han 2009
Older worker, different actor? Linking age and emotional labor strJason J.DahlingLuis A.Perez 2010
How rude! Emotional labor as a mediator between customer incivM Sliter, S Jex, K Wolford 2010
Emotional labor, strain, and performance: Testing reciprocal relatiHülsheger, Ute R. Lang, Jonas W2010
The Impact of Emotional Labor and Value Dissonance on Burnout Lonnie M. Schaible, Viktor Geca 2010
The impact of emotional labor on work–family outcomes Nancy J.YanchusaLilian T.EbybC 2010
Following Display Rules in Good or Bad Faith?: Customer OrientatJoseph A. Allen , S. Douglas Pu 2010
Interactions with the public: Bridging job design and emotional laALICIA A. GRANDEY and JENNI 2010
Emotional intelligence and job performance: The importance of eDANIEL A. NEWMAN DANA L. 2010
Effects of Age, Gender, and Emotional Labor Strategies on Job Francis Yue-lok Cheung Cather 2010
Emotional Labor: Why and How to Teach It Sharon H. Mastracci, Meredit 2010
THE IMPACTS OF EMOTIONAL CONTAGION AND EMOTIONAL LABPerng-Fei Huang and Chia-Wen 2010
Further scale refinement for emotional labor: Exploring distinctionYanchus, Nancy J;Eby, Lilian T; L 2010
Creative tourism and emotional labor: an investigatory model of pDuygu Salman, Duygu Uygur 2010
Emotions at work: The role of Emotional Intelligence and Emotional Jahanvash Karim and Robert We2010
Service with a smile: a human resources perspective of emotionalAng, Magdalene Chooi Hwa and2010 R
Emotional labor and health outcomes. An Overview of Literature Sandeep Kumar*, Binayak Shank2010
Moderate Effect of Job Commitment on the Relationship betwee Hongyu Ma, Yun Chen, Hanying 2010
Organizational consequences and individual antecedents of emotMarin Paunov 2010
Developing Wisdom and Reducing Emotional Labor in the Workplac JE Barbuto Jr, ML Millard 2010
The Impact of Emotional Labor on Job Satisfaction and Emotional Ang Magdalene Chooi Hwa, Rosti2010
On the costs and benefits of emotional labor: A meta-analysis of Hülsheger, U. R., & Schewe, A. F2011
Emotional display rules as work unit norms: a multilevel analysis JM Diefendorff, RJ Erickson, AA 2011
A multilevel field investigation of emotional labor, affect, work w Brent A. Scott1 and Christophe 2011
Relationships between emotional labor, job performance, and tu Robyn E. Goodwin ⁎, Markus Gro2011
Does transactional leadership count for team innovativeness?: ThJun Liu Xiaoyu Liu Xianju Zeng 2011
The big five, emotional exhaustion and citizenship behaviors in seSA Kiffin-Petersen, CL Jordan, 2011
The primacy of perceiving: Emotion recognition buffers negative eBechtoldt, Myriam N. Rohrmann,2011
Emotional labor and burnout among female teachers: Work–family Noraini M. Noor Masyitah Zain 2011
Identifying the complex relationships among emotional labor andDoganGursoyaYasinBoylub1Umu
i 2011
Emotional labor in china: do perceived organizational support a Ashley E. Nixon Liu-Qin Yang P 2011
Emotional labor of teaching Kwok Kuen Tsang 2011
Spirituality, religion, and emotional labor in the workplace Conor J. Byrne , Dana M. Morton2011
Emotional labor in American professors. Mahoney, Kevin T.,Buboltz Jr., 2011
Emotional labor among trainee police officers: The interpersonal Benjamin R. van Gelderen , Elly 2011
Workplace affective commitment, emotional labor and burnout: É Lapointe, AJS Morin, F Courcy,2011
Keep your 'N'in check: African American women and the interactivMarlese Durr, Adia M. Harvey W2011
Feeling the doctorate: Is doctoral research that studies the emoti Liora Nutov and Orit Hazzan 2011
Emotional intelligence as a moderator of affectivity/emotional la Jahanvash Karim & Robert Weis 2011
Dissonance matters: Meta-analytic examination of the antecedenJessica R. Mesmer-Magnus; Lesl2011
Measuring emotional labor in the classroom: The darker emotionGérard W.B. Näring, Anne R.M. 2011
Empathy, Ethics, Emotional Labor, and the Ethos of Democracy Ulf Zimmermann 2011
Can We Talk about Emotional Flexibility? Cognitive Emotional RegTuheena MukherjeeEmail author2011
Emotional labor and burnout among female teachers: Work–family Noraini M. Noor and Masyitah 2011
Free to be you and me: A climate of authenticity alleviates burno Grandey, Alicia Foo, Su Chuen 2012
Reducing burnout and enhancing job satisfaction: Critical role of JungHoon (Jay) Leea,∗, Chihyu 2012
When I put on my service mask: Determinants and outcomes of emo WingLama1ZiguangChen 2012
Abusive supervision and work–family conflict: The path through DawnCarlsonaMeridethFerguso2012
When we are onstage, we smile: The effects of emotional labor Kay H. Chua,1, Melissa A. Bake 2012
Chameleonic or consistent? A multilevel investigation of emotional Brent A. Scott1, Christopher M 2012
Moving emotional labor beyond surface and deep acting A disco Jessica R. Mesmer-Magnus, Les 2012
Chinese hotel employees in the smiling masks: roles of job satis Ziguang Chen , Hongwei Sun , Wing 2012Lam , Qing Hu , Yuanyuan
Motivational Bases and Emotional Labor: Assessing the Impact of Chih-Wei Hsieh, Kaifeng Yang a 2012
Emotional intelligence, emotional labor, and job satisfaction amo Aristea PsilopanagiotiEmail aut 2012
Emotional intelligence and emotional labor acting strategies amo Taegoo (Terry) Kim Joanne Jun 2012
The daily spillover and crossover of emotional labor: Faking emo Ana Isabel Sanz-Vergel a,⁎, Alf 2012
Emotional Labor Strategies, Emotional Exhaustion, and Turnover IQin Lv , Shi Xu & Hui Ji 2012
Does this make me look fat? Aesthetic labor and fat talk as emotioKjerstin Gruys 2012
Linkage between perceived external prestige and emotional labor:Sushanta KumarMishraaDeeptiB2012
Exploring the Nature of Nonprofit Work Through Emotional LaborBeth Eschenfelder 2012
Testing the impact of emotional labor on work exhaustion for thr Gary Blau Melissa A. Bentley Jen2012
The managed heart: The structural analysis of the stressor–strai GyeheeLeea1Taegoo (Terry)Kim 2012
Emotional Labor and Burnout at Work: A Study from Turkey Nuran Bayrama, Serpil Aytaca, 2012
Emotional labor in librarianship: A research agenda Miriam L.MattesonShelly S.Mill 2012
Individual differences and emotional labor: An experiment on posiJohn E.Buckner VKevin T.Maho 2012
Does job enjoyment and organizational support affect emotional DC Lee, LM Hung, SC Huang 2012
The Effect of Emotional Labor Strategies on Employees Job PerforKamal Ghalandari, Maryam Ghor2012
“It's for Us to Change That” Emotional Labor in Researching Adul Irene Malcolm 2012
The mediating role of job feedback in the relationship between n JA Zhong, ZL Cao, Y Huo, Z Chen2012
Planning for Emotional Labor and Secondary Traumatic Stress in CJC Caringi, HA Lawson 2012
Emotional labor strategies adopted by school psychologists CameliaTruţa 2012
Effects of psychological contract on organizational citizenship behJiang Xuan and Dong Soo Park 2012
Antecedents and Outcomes of Emotional Labor: A study of employe SV Satyanarayana, S Shanker 2012
The relationship between emotional labor and burnout in direct sa Elena-Mãdãlina Iorga1, Dan Flor2012
Commentary on “Motivational Bases and Emotional Labor: AssessiGary VanLandingham 2012
Research on the Influence of Emotional Labor Strategy used by PuMing-Hsiung Wu, Yu-Hsi Yuan 2012
Helping Professions and Multidimensional Emotional Labor: A Comp Ke-hsien Huang 2012
Group emotional labor and group emotional deviance, service cli Paraskevi Christoforou 2012
Emotional Labor–An Empirical Analysis of the Correlations of Its VM Mahato, P Kumar 2012
A Meta-Analytic Structural Model of Dispositonal Affectivity and John D. Kammeyer-Mueller, Alex2013
Exploring the relationship among teachers' emotional intelligence,Hong-biaoYinaJohn Chi KinLeeb 2013
Job-Related Stress, Emotional Labor, and Depressive Symptoms Saunjoo L. Yoon PhD, RN Jeon 2013
The role of perceived organizational support on emotional labor inWon-Moo Hur Tae Won Moon Ja2013
Show me The Money! do Financial Rewards for Performance Enhan Alicia A. Grandey Nai-Wen Chi 2013
Alleviating the burden of emotional labor: The role of social shari A. Silke McCance, Christopher D2013
Abusive supervision and subordinate emotional labor: The modera Tsung-Yu Wu Changya Hu 2013
Older and (Emotionally) Smarter? Emotional Intelligence as a MedMichael Sliter a , Yiwei Chen , 2013
A study of emotional labor in librarianship Miriam L.MattesonaShelly S.Mil2013
Effects of Teacher Personalities on Emotional Exhaustion: Mediat Basim, H. Nejat; Begenirbas, M 2013
The impact of emotional labor in a retail environment Yoon-NaChoaBrian N.Rutherfor 2013
The influence of internal marketing by airlines on customer-orientYan-KaiFu 2013
Emotional labor strategy and job satisfaction: A Chinese perspectiX Jiang, Z Jiang, DS Park 2013
Can empathy lead to emotional exhaustion in teachers? The media MONIKA WRÓBEL 2013
Researching distressing topics: Emotional reflexivity and emotionaSharon Jackson, Kathryn Backett2013
Emotional Labor and Performance in the Field of Child Life: Initia Angie L. Shuck , Brad Shuck & 2013
Emotional Labor for Entrepreneurs: A Natural and Necessary ExteGerald F. Burch*, John H. Batc 2013
Effect of Emotional Labor on Emotional Exhaustion and Work Atti Neerpal Rathi , Deepti Bhatnag 2013
Emotional Labor in the Academic Library: When Being Friendly FeSherianne Shuler & Nathan Mo 2013
Interactive effects of proactive personality and display rules on e Kristen L. Randolph Jason J. Da 2013
Contextual emotional labor: an exploratory of Muslim female empJawad Syed and Faiza Ali 2013
Moderating Role of Affectivity in Emotional Labor and Emotiona Adnan Adil & Anila Kamal 2013
Emotional labor: The role of employee acting strategies on cust Tang, Chaoying;Seal, Craig R;Na 2013
Emotional labor strategies and service performance: the mediating Liu, Chao;Liu, Xinmei;Geng, Ziz 2013
Emotional labor strategies, customer cooperation and buying deciC Tang, CR Seal, SE Naumann 2013
Emotional labor in the moderation of online communities A Young, S Miranda, J Summers 2013
The Concept of Emotional Labor in Health Sector D Kaya, A Yüceler 2013
Mediating role of emotions at work in relation to display rule demA Adil, A Kamal, M Atta 2013
Investigating social factors associated with emotional labor amon Akbar Talebpour, Ali Rabbani K 2013
Passionate pedagogy and emotional labor: students' responses toApril l M. Schueths , Tanya Gladn 2013
Driving it home: How workplace emotional labor harms employeeDT Wagner, CM Barnes, BA Scot2014
Antecedents and consequences of employees’ job stress in a foodHyo SunJung1Hye HyunYoon 2014
Emotional labor in the hospitality industry: The influence of conteAmir Shani a,∗, Natan Uriely b, 2014
Differences in emotional labor across cultures: A comparison of Joseph A. AllenEmail authorJa 2014
Understanding hotel employees' service sabotage: Emotional laboJungHoon (Jay)LeeaChihyung M2014
How emotional labor and ethical leadership affect job engagement X Lu, ME Guy 2014
Teachers’ emotional experiences and exhaustion as predictors of Melanie M. Keller 1,2 *, Mei-Li 2014
The need to nurse the nurse: emotional labor in neonatal intensivRoberta Cricco-Lizza 2014
Burnout among public service workers: The role of emotional lab Chih-Wei Hsieh 2014
Understanding the “why” as well as the “how”: Service performanc SM Maneotis, AA Grandey, AD K2014
Emotional Labor and Motivation in Teachers CameliaTruta 2014
Emotional labor and burnout among Turkish primary school teachUğur AkınEmail authorİnayet A 2014
Customer orientation, engagement, and developing positive emotJay Jaewon Yooa & Todd J. Arno 2014
Extending conservation of resources theory: The interaction betwPark, Hyung In O'Rourke, Eric O'2014
The role of chronological age and work experience on emotional la Won-Moo Hur Tae-Won Moon Su 2014
The role of punishment and reward sensitivity in the emotional l Schreurs, Bert,Guenter, Hanne 2014
United States teachers' emotional labor and professional identitieElizabeth Levine Brown, Christy 2014
The effects of emotional labor on frontline employee creativity Zizhen Geng Chao Liu Xinmei Liu2014
Linking perceived organizational support to emotional labor Sushanta Kumar Mishra 2014
The consequences of emotional labor for public sector workers and Melissa M. Sloan 2014
Job Stress, Emotional Labor, and Emotional Intelligence as Predic Bolanle Ogungbamila, Anthony 2014
The Effects of Emotional Labor on Job Attitudes of Hotel Employ Iplik, Fatma Nur; Topsakal, Yunus2014
Negative affectivity and tipping: The moderating role of emotion Hana Medler-Liraz 2014
Blogging while angry: the sustainability of emotional labor in th Lori Kido Lopez 2014
Moderating role of hotel employees’ gender and job position on tHyo Sun Jung , Hye Hyun Yoon 2014
Impact of Emotional Labor on Organizational Role Stress – A StudyMadhureeModekurti-MahatoaPr2014
THE ROLE OF PERSON-JOB FIT AND ORGANIZATIONAL COMMITMSenay Yürür , Cengiz Mengenci 2014
Emotional labor and dysmenorrhea in women working in sales and In-Jung Cho, Hyunjoo Kim, Siny 2014
Impact of Emotional Intelligence on Emotional Labor Strategy: theY Zeng, X Chen, Y Chen 2014
Fatigue and related factors among hotel workers: the effects of Ju Jong Lee, Hyun Jey Moon, Ky 2014
A process model of emotional labor of nursing: case study of two Jing Hua Li, Ping Gao, Xia Yan S 2014
Emotional Labor in Korean Local Government: Testing the Consequ Mark Wilding, Kyungjin Chae & 2014
A Study on the Concept, Dimensions and Consequences of EmotioYeong-Gyeong Choi*, Kyoung-S 2014
Yeliz Mohan Bursalı a *, Zübeyir Bağcı b
The relationship between emotional labor and task/contextual/inn , Sabahat Bayrak Kök 2014
What Library Managers Should Know about Emotional Labor Miriam L. Matteson & Shelly S. 2014
An Exploration of the Relationship between Psychological Capital Ching-Sheue
Yanling Liu FU 2014
Development of Questionnaire on Emotional Labor among Primar, Dajun Zhang 2014
Coping with emotional labor: Challenges faced and strategies adoJoy Kadowaki
,Susan and Mangala Su 2014
A. Chapman3
Are there differences between male versus female Emergency Medi , Krupa S. Viswanathan 2014
ROLE AND CONSEQUENCES OF EMOTIONAL LABOR IN THE WORKP AF Schiopu 2014
The effects of emotional labor on software quality: the moderatinAyse GUNSEL 2014
Women Sales Personnel's Emotion Management: Do Employee Affect G Kim, S Lee 2014
Teaching and emotional labor Ass. Prof. Mukadder Boydak Öz 2014
A Study on Measuring Emotional Labor and Burnout Levels of Shoİlknur ÇEVİK TEKİN* and Serda 2014
Does Emotional Labor Influence Burnout? A Case Study for TurkeySCatherine
YILDIZ, AC GULLUCE, E SAGLIK 2014
K Lam
Emotional Labor Interactions and Coworker Harming: A Self-RegulHelen Hailin Zhao 2014
Teaching as Emotional Labor: Preparing to Interact with All Stude M Dunbar, WD Baker 2014
The bright side of emotional labor Ronald H. Humphrey Blake E. A 2015
Emotional labor at a crossroads: Where do we go from here? Alicia A. Grandey1 and Allison S 2015
Emotional labor actors: A latent profile analysis of emotional laborGabriel, Allison S.,Daniels, Mi 2015
Emotional labor threatens decent work: A proposal to eradicate eAlicia A. Grandey Deborah Rupp2015
Sleep quality and self-control capacity as protective resources in Stefan Diestel, Wladislaw Rivki 2015
Smiling for a Wage: What Emotional Labor Teaches Us About EmoAlicia A. Grandey 2015
The heart work of Wikipedia: Gendered, emotional labor in the wo A Menking, I Erickson 2015
Emotional Labor Dynamics: A Momentary Approach Allison S. Gabriel1 and James M2015
The barriers facing artists' use of crowdfunding platforms: Person Roei Davidson, Nathaniel Poor 2015
Customer response to employee emotional labor: the structural reWon-Moo Hur Tae-Won Moon Y2015
How Emotional Intelligence Mediates Emotional Labor in Public SeMary E. Guy1 and Hyun Jung Le 2015
Impossible Burdens: White Institutions, Emotional Labor, and MicLouwanda Evans Wendy Leo M 2015
Examining Men’s Status Shield and Status Bonus: How Gender Fram Marci D. CottinghamEmail autho2015
Emotional facet of language teaching: emotion regulation and emo Afsaneh Ghanizadeh & Nahid R 2015
The Relationship between Teachers' Emotional Labor and BurnoutYilmaz, Kürsad; Altinkurt, Yahya 2015
The effects of emotional display rules on flight attendants’ emot Chongho Lee • Myungsook An 2015
Mentalizing and Emotional Labor Facilitate Equine-Assisted Socia Catharina CarlssonEmail author 2015
Emotional Labor and Occupational Well-BeingA Latent Profile AnalHogrefe Publishing 2015
Emotional Labor in Sports Coaching: Development of a Model Ye Hoon Lee, Packianathan Che 2015
The moderating role of perceived organizational support on the Won-Moo Hur, Su-Jin Han, Jeon 2015
Emotional labor in social workers' practice Cecilie K. Moesby-Jensen & Hell2015
Examination of factors affecting hotel employees' service orienta JungHoon (Jay) Lee, Chihyung ( 2015
In Their Own Words: Stories of Emotional Labor from the Library Miriam L. 2,
, Xiying Li Matteson,
FangfangSharon
Guo 3 Chi
and2015
How School Climate Influences Teachers’ Emotional Exhaustion: TGuanyu Cui 2015
Gender Effects on Emotional Labor in Seoul Metropolitan Area Seung-Bum Yang1 and Mary E. 2015
Asakti-Anasakti as Mediator of Emotional Labor Strategies & Bur Jatin Pandey & Manjari Singh 2015
Participatory planning and children's emotional labor in the prod Fernando JavierBoscoPascaleJoa2015
Building emotional supports: How teachers' emotional labor infor Elizabeth Levine Brown, Michae2015
A literature review on teachers' emotional labor Maolin Ye, Ye Chen 2015
The Effect of Positive Psychological Capital on Emotional Labor İdil Tamer 2015
Gathering emotion: examining newspaper journalists' engagement K. Megan Hopper & John E. Hux2015
Yeong-Gyeong Choi*
A literature review of emotional labor and non-task behavior , Kyoung-Seok Kim 2015
Job Satisfaction as a Mediator between Emotional Labor and the INilgün Anafarta, 2015
The Relationship Between Emotional Labor Behaviors and BurnoutSerap Altuntaş1, Özlem Şahin A 2015
The Impact of Emotional Labor and Conflict-Management Style onP Rutner, CK Riemenschneider 2015
A study on verbal abuse, emotional labor and clinical practice streHae Young Woo 2015
Emotional Labor Levels of Nurse Academicians HavvaOzturkaNefiseBahcecikbS 2015
Emotional Labor between Supervisors and Subordinates: Literatu Meng Li, Linli Liang 2015
Relation Between Emotional Labor and Organizational CitizenshipFrancis Y. L. Cheung & Vivian M 2015
The role of emotional intelligence and emotional labor among fr Michael Yadisaputra 2015
The influence of emotional labor on burnout: Centered on the streYeong-Gyeong Choi and Kyoung 2015
Emotional Labor and Workplace Relationships Among Personnel Of HSI-PENG LU AND HER-RAN LIO 2015
Psychological capital, emotional labor and counterproductive worXiaodan Wang,Choi*
Yeong-Gyeong Xiaotong Lian 2015
A Literature Review of Emotional Labor and Emotional Labor Strat, Kyoung-Seok Kim 2015
The Relationship Between Emotional Labor Strategies, Service Prov Hana Medler-Liraz & Tali Seger 2015
The Effect of Emotional Labor on Job Involvement in Preschool Teac Ching-Sheue FU
Myoung-Jin Kwon1 2015
The Effects of Emotional Labor and Emotional Intelligence on Bu , Young-Hee Kim2 2015
Emotional Labor Yujie Zhan 2015
Do job Positions Matter in Emotional Labor and in its Relationsh Shaozhuang Ma¹, Gabriela Silva¹,2015
Effects of policy strength and social sharing of emotions on emot Lijuan Bu, Aiqin Lv and Xiaoyan 2015
Impact of Exposure to Verbal Abuse on Nursing Students' Emotional Hae Young Woo 2015
Emotional Labor in Interactive Service Roles in Indian RestaurantsAnand Sharma, Prantosh Banerj2015
The Costs of Policing Violence: Foregrounding Cognitive and EmotLouwanda Evans, Joe R. Feagin 2015
The relation between emotional labor, job burnout and intention L Toprak, SG Özaltaş, A Karakaş, 2015
Human Resource Management Practices to Support Emotional LaSharon Mastracci 2015
Determination of associations between educational beliefs, emotio Ersin Sahin 2015
Essential precursors and effects of employee creativity in a servic Inyong Shin Won-Moo Hur Hon 2015
The politics of emotion: Exploring emotional labor and political skiPS Rutner, F Irani Williams, C C 2015
Introduction: The bright and dark sides of emotional labor PAUL E. SPECTOR* 2015
Maintaining professionalism: emotional labor among lawyers as clJoy Kadowaki 2015
Dimensional comparatives of organizational citizenship and emo Ü Çolakoğlu, G Yurcu, H Atay 2015
The role of occupational emotional labor requirements on the surfDevasheesh P. Bhave, Theresa 2016
Standing out from the crowd: Emotional labor, body labor, and te Noopur Raval and Paul Dourish 2016
When the going gets tough, the tough keep working: Impact of e Helena Nguyen, Markus Groth, 2016
Affectivity, emotional labor, emotional exhaustion, and emotionalYe Hoon Lee & Packianathan Che2016
Counterproductive work behavior among frontline government emplo PonniahRamanaMuraliSambasi 2016
Positive psychological capital and emotional labor in Korea: the Won-Moo Hur, Seung-Yoon Rhe 2016
An emotional labor perspective on the relationship between custoJungHoon (Jay) Leea, Chihyung 2016
Relationships between personality, emotional labor, work engageme JUSTYNA MRÓZ and KINGA KAL 2016
Interpersonal Process of Emotional Labor: The Role of Negative Yujie Zhan Mo Wang Junqi Shi 2016
Preventing School Failure for Teachers, Revisited: Special Educato Mary Margaret Kerr & Elizabet 2016
Linking Emotional Labor, Public Service Motivation, and Job SatisfChul-Young Roh, M. Jae Moon, 2016
Self-efficacy as a Mediator and Moderator Between Emotional Labo Chih-Wei Hsieh, Jun-Yi Hsieh & 2016
The effect of pre-flight attendants’ emotional intelligence, emo Aeeun Jeon 2016
In the eye of the beholder: emotional labor in academia varies w Sharmin Tunguz 2016
Emotions and Emotional Labor at Worker-Owned Businesses: Deep Elizabeth A. Hoffmann 2016
The Impact of Job Involvement on Emotional Labor to Customer-Or Wang, Mei-Ling; Chang, Shu-Ch 2016
Perceived customer participation and work engagement: the pathJaewon Yoo 2016
Teachers’ emotions and emotion management: integrating emotion Mikyoung LeeEmail Reinhard Pek 2016
Emotional Labor among West Texas Baptist Pastors: Potential ThreKelly Davis McCauley William L 2016
Emotional Labor and Job Stress in Caring Professions: Exploring USharon Mastracci & Chih-Wei H 2016
Emotional labor in hospitality: Positive affective displays in servi Jing Li, Bonnie F Canziani, Carla 2016
Effects of Emotional Labor and Adaptive Selling Behavior on Job Wang, Xifeng;
Kumi Ishii a, * Wang, Guocai; 2016
Online customer service and emotional labor: An exploratory stu , Kris M. Markman 2016
Emotional Labor and Burnout: Comparison Between the CountriesHae-Kyung Sohn, Timothy J. Lee2016
Staying engaged on the job: The role of emotional labor, job reso Nwamaka A Anaza Edward L Now 2016
Relationships between Nurses' Resilience, Emotional Labor, Turn Ju, Se Jin¹ and Oh, Doonam 2016
Psychometric properties of the emotional labor scale in a Turkish Erkan KIRAL 2016
Linking Personality and Emotional Labor: The Mediating Role of RA Qadir, MM Khan 2016
“It’s Like Writing Yourself into a Codependent Relationship wit Jennifer Sano-Franchini 2016
Does emotional labor moderate customer participation and buyinTali Seger-Guttmann & Hana Med 2016
Helping without caring: Role definition and the gender-stratified Francesca Polletta, Zaibu Tufail 2016
Evaluation of a Substitution Device for Emotional Labor by using T Goto, H Osawa 2016
The effects of job-focused and employee-focused emotional laborM Tepeci, T Pala 2016
Service, emotional labor, and mindfulness Emma (Junhong)WangaPierreBer2016
Racialized and Classed Contexts: Shifting Audiences and Changes Brianna L. Billingsley, Southwes 2016
Emotional Labor, Food Provisioning and Local Food System Enga Rebecca L. Som Castellano 2016
Emotional Labor Predicts Service Performance Depending on Activa Nai-Wen Chi, Alicia A. Grandey 2016
Emotional Labor Christa
, AhmadL. Remington 2016
Customer Perception of Emotional Labor of Airline Service Emplo Said Ibrahim Alshuaibi 2016
The Mediating Role of Emotional Dissonance in the Relationship oN Arshadi, S Piryaei 2016
Emotional Labor (2) Rebecca K. Grady 2016
Emotional labor and family quality: the role of work-family positivXY Liu, HK Kwan,
Jae Hyeung Kang LZ Wu, XM Zh 2016
Passion P (l) ays! Emotional Labor and Perceived Passion as PredictRavi Ramani 2016
The Development of Emotional Labor Skill in Food and Beverage Pr J Nyanjom, H Wilkins 2016
A multistudy examination of organizational stressors, emotional l R. J. Larner C. R. D. Wagstaff R 2017
Spillover Effects of Emotional Labor in Customer Service Encoun Hong Deng Frank Walter Cathe2017
Emotional labor among police officers: a diary study relating stra Benjamin R. van Gelderen, Elly 2017
Emotional labor and professional practice in sports medicine and R. F. Hings C. R. D. Wagstaff R 2017
Is all support equal? The moderating effects of supervisor, cowo Hyun JeongKimaWon-MooHurb2017
Fighting Feelings: The Emotional Labor of “Old Heads” in an Ama Jeffrey O. Sacha 2017
Emotional labor, teacher burnout, and turnover intention in high-Ye HoonKim,
Hye-Jin Lee MPH, RN1 2017
Emotional Labor: Links to Depression and Work-Related Musculoske and Jina Choo, PhD, DrPH, RN 2017
Determinants of turnover intention of social workers: Effects of e Yoon Jik Cho1 and Hyun Jin Son 2017
The relationship between emotional labor status and workplace viYosub Joo1 and Jeongbae Rhie 2017
Call Center Workers Emotional Labor and its Influence on their P Tareq
RasimN. Hashem
Tosten1 2017
Positive psychological capital and emotional labor: A study in edu and Mustafa Toprak 2017
Choose your strategy wisely: Examining the relationships betweenHongbiaoYinaShenghuaHuangaJ2017
The smiling philosopher: Emotional labor, gender, and harassmenLiz Jackson 2017
The Emotional Labor of Personal Grief in Palliative Care: BalancingLaura M. Funk, Sheryl Peters, Ke2017
Creating of customer loyalty by cabin crew A study of the relati NorikoOkabe 2017
The impact of emotional labor on employees’ work-life balance peVerenaHofmannNicola E.Stokbu2017
Emotional Labor in Critical Ethnographic Work: In the Field and B Krista McQueeney, Kristen M. La2017
Emotional intelligence, emotional labor, coach burnout, job satisf Ye Hoon Lee & Packianathan Che2017
Who is fit to serve? Person–job/organization fit, emotional labor Wing Lam Yuanyuan Huo Zigu 2017
A comparison of the enactment and consequences of emotional lab Michael P. Newnham 2017
Convergence Research on Emotional Labor, Job Environment, andIlOHyun Yun 2017
Beyond Emotional Labor in Hedonic Servicescapes Nacima Ourahmoune,
Arielle P. Rogers 2017
Customer Emotional Labor in Service Settings: A Mixed-Method Inv Mahesh Vaidyanathan Subramony 2017
Antecedents and Consequences of Emotional labor : A review Rafique, T. Tasleem, S. Hassan, 2017
Emotional Labor Strategy of Hotel Frontline Employees: The Ant Xiaofen Liu 2017
The consequences of internal marketing activities on emotional laTülay Polat Üzümcü, Ayşe Güns 2017
Emotional labor as carnivalesque behavior: Avoiding administrative Cindy L. Pressley, Michael E. No 2017
A Qualitative Study on Emotional Labor Behavior of Oncology NursR QingTuna, U Baykal
HU1,a, Chun-Ai WANG2 2017
The Relationship between Emotional Labor and Mental Health of and C Xiao-Zhao
Wisanupong YANG1
Potipiroon 2017
Linking Public Service Motivation, Emotional Labor and Customer Angsuthon Srisuthisa-Ard 2017
Emotional Intelligence, Emotional Labor, and Emotional Exhaust Ye Hoon Lee & Boyun Woo 2017
The impact of emotional labor on emotional exhaustion of academic T. J. R. Thiseral and W. B. M. A. 2017
Construct validation of emotional labor scale for a sample of Pak Noreen Akhter, Anis ul Haque 2017
Does mindfulness reduce emotional exhaustion? A multilevel anaJun (Justin) Li a, IpKin Antho 2017
A Study on the Relationships among Passion, Emotional Labor, anHSU, YU-PING 2017
Emotional Labor and the Work of School Psychologists Adam D. Weaver 1 & Joseph A. 2017
Emotional Labor Within Teams: Outcomes of Individual and Peer EWilliam J. Becker, Russell Crop 2017
Faking it: salesperson emotional intelligence’s influence on emot Duleep Delpechitre, Lisa Beeler 2017
Effects of Job Burnout and Emotional Labor on Objective Structu Chen-Yu Wang, Jen-De Chen, Chi2017
Communication is Key: The Interaction of Emotional Labor StrategiSHI XU,* LARRY R. MARTINEZ,* 2017
Impacts of misbehaving air passengers on frontline employees: roHsin-Hui "Suny" Hu, Hsin-Yi Hu, 2017
Effect of Nurses' Emotional Labor on Customer Orientation and S Sang-Sook Han 1, Jeong-Won Ha2017
Personality Traits, Burnout, and Emotional Labor Correlation amoAmna Khalil1, Muhammad Majid2017
A Meta-Analysis of the Relationship between Customer MisbehavHui Man1, Feiyan
, Muhammad Liu1, Yutong 2017
Imran3
Consequences of Emotional Labor in Health Sector of Pakistan ,, Maryam Hyunjoo Ikram
Kim 3,* 2017
Association of Emotional Labor and Occupational Stressors with ID and Seong-Sik Cho 2017
The effects of emotional labor on work engagement and boundaryJ, aewon GulserenYoo, Jicheol Jeong,
Yurcu2 2017
Investigation of Emotional Labor Levels of Hotel Employees in Te * and Murad Alpaslan Kasalak2 2017
Claiming expertise from betwixt and between: Digital humanities A l lexis Logsdon,
Rasim Tösten1 Amy Mars & He 2017
Examining the Teachers' Emotional Labor Behavior , Çiğdem Çelik Şahin 2017
When is Emotional Labor Less Detrimental to Employee Well-Being SNewlands,
Qian, C Miao
Gemma 2017
Emotional labor in the sharing economy Fieseler, Christian 2018
Psychological Capital, Emotional Labor and Exhaustion: Examini Hongbiao Yin1 & Wenyan Wang22018
Need for recovery after emotional labor: Differential effects of da Despoina Xanthopoulou Arnold2018
, Valerie Andersona
Professional challenges in elite sports medicine and science: Comp, Sarah Gilmorec,Richard C. Thelwell2018
Explore the relationship between human resource management prac Asaad Ahmad abdelqader Alsak2018
Emotional labor, workplace violence, and depressive symptoms i Guang Hwi Kim, Hee Sung Lee, S2018
Women leadership and its effect on teachers’ emotional labor in TMehmet Şahin 2018
The gendered emotional labor of male professional ‘freesurfers’ dClifton Westly Evers 2018
Documenting a labor of love: emotional labor as academic labor Brandi Lawless 2018
Racheli Zaretsky
The Relationship between Teachers' Perceptions of Emotional LabYaacov J Katz 2018
Trickle-Down Effects of Positive and Negative Supervisor Behavi Nai-Wen Chi, Yen-Chun Chen, 2018
Tali Seger-Guttmanna,⁎
Hospitality service employees’ flirting displays: Emotional labor ,·Hana Medler-Liraz
Zhe Zhang1 2018
Does Servant Leadership Affect Employees’ Emotional Labor? A SoFalak
· MingZehra
Jia Mohsin1 2018
DEVELOPMENT OF THE GENERAL EMOTIONAL LABOR SCALE–URDJulia and Nadia Ayub Ali
E. Szymczak, PhD, Theodore2018
Schall, MSW, MBE, Douglas
Pediatric Oncology Providers' Perceptions of a Palliative Care Se Shefali Parikh, MD, Concetta DiDomenico,
2018 PNP-BC, and Chris
The Moderating Role of Leader–member Exchange in the Relations panelEun KyungLeePhD, RN1Eun2018
Language teacher agency, emotion labor and emotional rewards in Elizabeth R.MilleraChristinaGk 2018
Journal Proposed/Tested Model/Framework Hypothesis/Proposit Suppotng Theory
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Motivation and emo _ Yes _ _
Journal of Occupati Proposed Yes _ _
Journal of OrganizatTested Yes Hypothesis 1. The extent to which _ individuals' occupations require
Management CommunTested No
Western Journal of Communication (includes H1 to H10 (cannot be
RQ1: "What are the performances _ of emotional labor in a human se
Communication Reports)
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Conference of Mid Tested Unpublished Work perceived demands to suppress negative _ emotions with job satisfac
Social Psychology QTested No _ _
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Journal of Vocation Tested No Hypothesis 1a. Employees
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will be positively _ related
work”to jobs (e.g., service,
the emotional rolesale
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Journal of Occupati Tested Yes positively related to surface acting. of resou
conservation
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Journal of occupati Tested Yes Hypothesis
jobs with high physical demands but not infrom
1: Negative events originating
_ jobs customers
with low and cow
Journal of Applied Tested No physical demands. _
Journal of LeadershTested No Hypothesis
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2. Neuroticism _ is positively
correlates related
(a) positively withtoSA
employee
and (b) n
Journal of Vocation Tested No with (b) DA and the (c) the expression _ of naturally felt emotions.
Journal of Business Tested No Hypothesis I: Self.-awareness wiII_ moderate the relationship betwe
Journal of Marketi Tested Yes Hl:
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Public Administrati Tested No H1:
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Journal of ManageriTested No H3d. WFI will mediate the relationship
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demands which, in turn, influence the extent between emotion deep actin
of emotional
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verbalperformed.
abuse with exhaustion will_ not
Journal of Occupati Tested No vary by emotional labor demands. _
Journal of Vocation Tested Yes Hypothesis 1. The expeconservation of resources theory
International Journ Tested No Hypothesis
H1: Chinese1a. Frequenc
teachers engage in deep _ acting and authenticity more
Communication EduTested No deep
between surface acting and job tension. negatively
acting and authenticity are _related Hypothesisto7.burnout.
Depressed H3:m
Journal of Applied STested Yes between surfaceenhancement
H2b: Emotional acting and joband satisfaction.
_ relationship management will be
J Fam Econ Iss Tested No H2c: Emotional enhancement and _ relationship management will be
Communication Rese Tested No H1: When controlling fteam management
services than for moderate-contact services. theory
Hypothesis 6. The rela
Academy of ManageTested Yes positively to customer loyalty intentions.
_ Hypothesis 9. Perceived se
Journal of OrganizatTested Yes Hypothesis
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Perceived organizational support will moderate the re
Journal of Applied STested Yes Specifically, the negative effects of
_ emotional
exhaustion and intentions to quit will be stronger laborforonchildren/patie
performance
Journal of ManageriTested No their family members. _
to deep acting. H5c Family-to-work interference would relate negati
J Bus Psychol Tested No to
H3:the expression
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attendants’ emotional felt_labor
emotions.
is positively correlated with e
J. Service Science Tested Yes otional exhaustion. _
Public Performanc Tested No HI: The performance of _
Asia Pacific Journal Tested No between age and surface acting,_yielding a negative indirect
_
Personality and IndiTested No effect.
customer incivility andsocioemotional selectivity
emotional exhaustion (seetheory
Figure 1). Hypoth
Journal of Occupati Tested Yes emotions) will partially mediate the relationship between customer
Journal of Occupati Tested
Police Quarterly Tested
Journal of Vocation Tested
Human PerformancTested
Journal of OrganizatTested
Industrial and OrganTested
APPLIED PSYCHOLOG Tested
Journal of Public AffTested
International Journ Tested
Journal of Vocation Tested
International JournaTested
International Journal of Arts & Sciences
Labuan e-Joumal of Muamalat and Society
Indian Journal of Social Science Researches
International Journal of Digital Content Technology and its Applications
European Journal of Business and Management
Unpubished work
Proceedings of Regional Conference on Tourism Research
Journal of Occupational Health Psychology
Journal of Organizational Change Management
International Journal of Hospitality Management
Stress and Health
Educational Research
Journal of Management, Spirituality & Religion
The Journal of Positive Psychology
International Journal of Business and Management
Critical Sociology
International Journal of Doctoral Studies
Psychol Stud
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Global Journal of Flexible Systems Management
Organizational Psychology Review
The International Journal of Human Resource Management
Psilopanagioti et al. BMC Health Services Research
International Journal of Contemporary Hospitality Management
Journal of Human Resources in Hospitality & Tourism
Social Problems
Journal of World Business
Management Communication Quarterly
Procedia - Social and Behavioral Sciences
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World Applied Sciences Journal
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African Journal of Business Management
European Journal of Commerce and Management Research
Psihologia Resurselor Umane
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System
Dimension Strategy Form Independent VariablDependent Variabl
_ Surface Acting and D _ _ _
Positive affectivity/negative emotion.
frequency of Emotional _ _ Negative affectivity/positive
Emotionalemotion.
Exhaustio
_ _ Self focused (Display by
Jobself)
Conditions (contrDistress
Surface Acting: ModifyOthers
Expressions • Supervisor
Focused (Displayed support
by coworkers) Individual Well-Being(Burnout, Job satis
_ • Response modulation _ • Coworker support Organizational Well-Being (Performance
_ _ Demand to express pos Objective Role CharacPhysical symptoms
Emotive dissonance, e _ _ Quality orientation, dEmotive Efforts, em
_ Emotions Expression _ courtesies(PromotingEmotional Labor
_ _ Perceived demands to Perceived demands jobsatisfaction
_ _ Hide agitation, Hide p time spent work, ConBurnout, Inauthenti
5. Achievement
_ _ _ 6. Agreeableness
job-focused emotional labor (work demands regarding emotion expression) and employeefocused withdrawal cognitio
emotional labor (regulation of feelings and emotional expression).job-focused emotionadepersonalization,
_ surface or deep acting _ Display rules, Role chPersonal accomplish
_ emotional dissonance,
Surface Acting: _
Modify Expressions Performance MonitorW
• Supervisor support ell beingWell-Being(Burnout, Job satis
Individual
_ • Response modulation _ •Cognitive
Coworker support
demands Organizational Well-Being (Performance
Emotional labor demands Wage Rate
political skill, negativ Political behavior,
Extraversion, NeurotiSurface acting, deep
emotional labor Burnout
ttitude theory, exit-voice theory Extent of employee sm Customer- employee
Negative emotions self rated affective
Gender Turnover, attendan
perceived Display rulcynicism/psychosom
Situational CharacteriEmotional Labor
Customer abuse, supe emotional exhaustio
on of resources theory Emotional Job DemanPsychological Strain
Dimensions emotional exhaustio
Emotional labor, emosatisfaction, burnou
Emotional intelligence Job tension, job sati
Emotional labor, e Family-to-work confli
agement theory emotive dissonance intent to leave,
Employee Deep Acting Customer Loyalty In
deep acting, surface turnover behavior
Emotional Labor job satisfaction an
Emotional Labor job satisfaction, af
Emotional Labor Work family interfer
Emotional Labor emotional exhausti
Emotional Labor job
Job satisfaction,
satisfaction pr
Emotional Labor Psychological well-being
tional
al selectivity
exhaustion (seetheory
Figure 1). Hypothesis 4: Emotional labor (faking of positive age Emotional Labor
the relationship between customer incivility and ccustomer service performance Customer
(see Figure
Incivility
2). Emotional Exhaustio
ial Computing
Mediatng VariablModeratng VariSample Size Populaton Results Future Suggeston
_ _ _ _ _
Frequency of emoti _ _ _
(2) Classified Staff (N = 1078); and (3)ofService _Professionals
time involved in interaction
and Administrative
and the im
Perceived Job Stres
Surface Acting: Modify _ 1114 Staff (N = 263). Results indicate t (Bulan et al., 1997).
• Response modulation _ _
Perceived emotionGender, Trait Pos 227 the full-time headquarters employee _
_ _ 358 customer servive representatives, col _
_ _ 38 interviews Administration,
employees workdirectors, nurses 17 departments:
in the following
_ internalization 151 human resources; housekeeping; food service; _ nursing; surgery; business offic
_ agitation 522 dual-earner married parents _
_ Future research _ can more fully explore
292 university
how emotional
studentslabor and general personality functioning combine to expla
_ _ 238 Canadian employees
working adults _
(e.g., sales clerks, restaurant servers,
Surface Acting, Deep Acting _ 236 health professionals, and office employees) _
Future research should also examine the r
Emotional Labor, J
Surface Acting: Modify _ 347 customer service agents in call cente(e.g., affect, customer
motives of different types service, emotional
of emotion regu
• Response modulation _ 18 customer service agents in call centewhen considering emotional labor.
_ Emotional Laborsecondary Data _ Future
emotionalwork should
labor, one must take into consi
emotional labor _ 210 university students examine the relationship between emotio
_ _ 297 undergrade students Future
Secondresearch
the studyshcould suffer from the us
_ Emotional Intell 118 University employees employee emotional intelli gence or some
Change in customer positive affect_ 223 undergraduate and graduate studen _
difficulty _Observation and experiement _ _
_ _ Secondary Da _ _
work-family interf _ 174 workers from a Dutch governmental _
_ Emotional Intelligence 188 undergraduate students _
_ _ Secondary dat _ _
Emotional Dissonance _ 70 Dutch military police officers _
_ _ 197 hotel service employees _
_ _ 164 full-time college English instructors _
urface acting, deep acting, depressed mood _ 211 employees and managers from 29 stor _
_ _ 363 nurses _
_ _ 78 Teachers _
d Customer Orientation, Perceived Service
Service
Type,Quality
Cu 285 employee customer dyads. _
turnover intention, emotional exhaustion _ 236 bank tellers _
Future research may seek to investigate a
_ perceptions of o 338 two retail services firms of emotional labor. As previously discusse
emotional enhancement _ 363 nurses’ aides and childcare workers.Future studies _ can explore whether there
Quality of work life _ 442 Staff different cultural contexts.
_ _ 353 Flight attendants _
_ _ 102 survey of employees at the division of Consumer Serv
_ _ _ _ _
positive
Faking effectEmotion; _
Positive 191 receptionist, cashier, sales associate _
Suppressing Negative Emotions _ 151 tellers _
Abstract
Emotional labor is the display of expected emotions by service agents during service encounters. It is performed through surfa
This article conceptualizes the emotional labor construct in terms of four dimensions: frequency of appropriate emotional disp
Self-focused emotion management has the most pervasive and detrimental impacts.
There is little
includes evidence
individual of interaction
differences effects
(such as of work
emotional conditionsand
intelligence) andorganizational
emotional labor.
factors (such as
supervisor support).
emotion were positively related to health symptoms primarily among those reporting: (1) lower identification with the organi
emotional adaptability. The effects of various personality traits and situational variables on perceived emotional labor differed
This study empirically identifies the dimensions and initiates the development of a measure of emotional labor. Phase 1 of this
Scholarship on emotional
would feel greater labor hasinyielded
job satisfaction important
the face of demandsinformation regarding
to suppress theemotions
negative expression and
than experience of emotions in org
would
those withand
thenticity lower
thatlevels of internalization
inauthenticity is most commitment.
pronounced among those experiencing the
highest levels of agitation. These effects do not differ by
general emotional stability were significant predictors gender, indices
of various howe of
withdrawal cognitions, job satisfaction, and withdrawal behaviors.
and clarify the emotional labor literature by comparing different conceptualizations of this
concept
This study uses
exhaustion, S. E.
while jobHobfoll's (1989)
control and conservation
supervisory of resources
support tended totheory
show as a means of examining why emotional labor may or m
stronger
The
The study
concept used a time-sampling
of emotional method toand
labor demands testtheir
aspects of A.
effects onGrandey’s
workers has (2000) emotion
received regulationattention
considerable model ofinemotional labor.
recent years, withE
and working conditions on wages are described. Results suggest that higher levels of emotional labor demands are associated
We examined individual difference variables as antecedents of perceived emotional labor, as well as affective and behavioral co
This investigation had two purposes. The first was to determine whether the display of naturally felt emotions is distinct from s
Emotional intelligence has receil·ed increased auention in recent r ears. M uch of this auention is due to research that supports
In this
This study,
study the authors
examined examine
emotional theprocesses
labor effects offrom
two facets of employee
a within-person, emotions
episodic on customers'
framework. assessments
The authors of service
hypothesized thatenco
the
display rules was hypothesized to mediate the relation between negative emotions and selfperceptions of affective delivery. Fi
Authors
Practicalpresent emotions
implications in a way
– In terms that is desired
of training by the organization.
and/or interventions, The
there is authors
a need for hypothesize
the worksitethat employers
structured opportuem
Originality/value – Emotional labor has been rarely examined as an antecedent of WFI. In addition, while emotional labor has b
This studyon
Research found a significant
aggression positive relationship
from organizational between
outsiders emotional
(customers, intelligence
clients (MSCEIT)
or patients) and deepacting
has ignored (makingaggression,
insider-instigated an effort
rules. With a national random sample of U.S. employees (n 2446) and a convenience sample of U.S. employees who have cust
The authors examined the relationship between psychological strain, emotional dissonance and emotional job demands during
The purpose of this study is to examine the antecedents and consequences of two emotional labor strategies (surface and dee
The current study was designed to examine the emotional labor of Chinese college instructors and its effects on teacher burno
The study examines the effects of a subtype of personal resources (i.e., emotional resources) on emotional labor strategies. We
This article used a differential salience demands-resources model to explore how self-focused (i.e., surface and deep acting) an
Teacher turnover may be the most significant problem facing K–12 schools. The purpose of this study was to investigate how e
In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of
The current study examined how the emotional labor strategies of deep acting and surface acting directly influence emotional
The current
Research study investigates the interactive
limitations/implications– effects ofdesign
The cross sectional perceptions
of thisof organizational
study support
limits the ability to on
map2 emotional
the temporallabor outcomes:
ordering of th
Originality/value–
Implication:This study provided useful information of how adopting different emotional labor strategies related to worklabor
This study adds to the research about job-related emotional labor because other-focused emotional familyla
Originality/value:While past studies often explored the role of emotional labor as the precursor of work family interference, ou
Few research
whenever studies
workers haveinteract
must discussed
withthe two variables
citizens, of emotional
regardless labor and
of the emotional emotional exhaustion, and even fewer have exa
intensity
of the work
This research begins with the intention of discerning why previous literature regarding the consequences of emotional labor is
In this study,
Because of thewelarge
examine
number howofthe age ofemployed
people service employees influences thecustomer
in service occupations, emotional labor process.
incivility We integrate
has become research
an increasingly on
preval
bank tellers revealed that customer incivility was positively related to emotional exhaustion and negatively related to customer
Models of emotional labor suggest that emotional labor leads to strain and affects job performance. Although the link between
Burnout among police officers is a well-documented phenomenon, with police exhibiting significantly rates significantly higher
Organizational display rules (e.g., “service with a smile”) have had mixed relationships with employee emotional labor—either
We build on and expand the case made by Grant and Parker (2009) that the contradictions between the job design and EL per
police
In officers), patients
this commentary, (e.g.,particularly
we focus nurses, therapists),
on two key or corporate
concepts we clients (e.g.,are
believe sales representatives,
necessary receptionists).
to understand Clearlybetwee
the relationship these
Second, we demonstrate the vital role of context in the EI–job performance relationship, illustrated by stronger EI criterion vali
Based on socioemotional
Association of Schools of selectivity theory
Public Affairs and (SST; Carstensen,
Administration Isaacowitz,
Standards & Charles,
2009, and 1999), we examined the role of age on the
explains how
customers’ they can
positive andbe incorporated
negative into a curriculum.
mood states and employees’ mood, emotional labor
perception, and service performance. It also
Findings – Convergent support was found for EFA between examined the the
impactM&B of and
self-monitoring and social
validation samples, support
as well on theseEFA
and CFA fo
Originality/value – This paper studies a unique sample, massage and body therapists, and the
Practical implications– The model can bring about various practical implications for human resources processes of hotels “difficult client” stimulus has not
rangin
Originality/value– The study offers a model proposing a continuity
The purpose of the current study was to examine the relationships amongst emotional of creative tourist experiences in different spaces. It also con
intelligence,
The present studyemotional labor,the
examined work-family
process ofconflict,
emotionalsatisfaction with life, and psychological distress among a sample of employe
labor, operationalized
as surface
Emotional
Several jobacting
labor, andprocess
the
conditions deep
in theacting,
service assector
performed
of regulating both. by hoteland
feelings
organizations workers
have in hypothesized
Sabah.
expressions
been for organizational goals,
to be linked is commonplace
to experience in the
of stress duehospi
to th
The study
women, also
people investigated
of inferior two
color,consequences
children- lack of
a performing
status shields emotional
against labor
poorer
Results showed
namely that 1)Surface
job satisfaction acting can
and emotional positivelyApredict
exhaustion. surveyexhaustion
questionnaire and depersonalization, while deep acting negatively“Soc
treatment of their feeling (Hochshild, 1983). pre
At
was used to collect data from a total of 137 front-line hotel employees. To acting in work.
last, compared with teachers, sales employees tend to use more surface
some
This extent,
This study
study our findings
reports
examined thethe are of
results
impactconsistent
two with
research
of servant past findings
surveys,
leadership in the west.
conducted
on followers‟ in wisdom
big administrative entities and covering nearly 400 employ
Results
development and emotional labor. A field sample of 176 leaders-membertodyads working in regional offices of a large internatio
revealed that women engaged more in deep acting as compared
men. Results also indicated that surface acting and deep acting significantly
predicted employee outcomes in the proposed direction.
This article provides a quantitative review of the link of emotional labor (emotion–rule dissonance, surface acting, and deep ac
Emotional labor theory has conceptualized emotional display rules as shared norms governing the expression of emotions at w
Using experience-sampling
The present study investigates methodology,
the relationshipwe examined
betweenwithin-individual
the emotional labor relationships
strategiesamong
surfaceemotional
acting andlabor,
deepnegative
acting andandorga
po
and emotional
Research exhaustion and thatThe
limitations/implications– the paper
relationship between
contributes surface
to the acting and
contingency job performance
perspective is indirect
on transactional via employee
leadership affec
and team
Originality/value– By examining both the moderating and mediating effects, the paper contributes to uncovering the black box
Emotional labor has been widely studied because of its association with emotional exhaustion. Individual differences in emotio
There is ample empirical evidence for negative effects of emotional labor (surface acting and deep acting) on workers' well-bei
With the increasing number of women in the workforce, there is a need to understand how the interrelationship between emo
Studied since the late 70s, emotional labor has received much attention especially in the service product context due to its pre
This survey study of 2201 employees from a large mobile phone company investigated how perceived organizational support (P
Education researchers have investigated the phenomenon of emotional labor of teaching. These researchers tend to assume th
Emotional labor is the regulation of emotional displays as part of a work role. To date, minimal research has considered how sp
An online survey was conducted on a national sample of United States professors to examine emotional labor and its relationsh
The aim of this study is to get an insight of the interpersonal process of emotional labor, and the role of positive emotions in th
The objective of this study was to investigate the mediating effects of emotional labor strategies on the relationships between
Black professional
This paper addresses women report that
the emotional theyofmust
labor transform
qualitative themselves
researchers to be
in the welcomed
social sciences,and
in accepted,
general, andespecially in the
of doctoral workpl
students
research” in itself constitute a topic for a doctoral dissertation?
Emotional labor refers to effort, planning, and control required to display organizationally desired emotions during interperson
Meta-analytic
acting positiveresults
emotions.fromThe63 difference
independent studiesthe
between (total N = of
scores 17,338) demonstrated
experienced and that emotional labor (EL; the process by w
inexperienced teachers on the new scales can be taken as proof of their validity.
The
Withpresent study looks
the increasing at the
number of impact
womenofinemotional labor there
the workforce, (which
is consists
a need toofunderstand
two strategies,
howsurface acting and deep
the interrelationship acting, emo
between that
in burnout (emotional exhaustion and depersonalization). In a sample of 102 married, female Malay teachers, with at least one
Given the emotional nature of health care, patients and their families may express anger and mistreat their health care provide
Despite its strong theoretical relevance with emotional labor, employees’ ability to understand and regulate emotions (i.e., em
This article develops and tests a model of emotional labor in the hotel industry using affective event theory. A multiple-wave lo
Building on the theoretical foundations of conservation of resources theory, this research provides insights into the relationship
A growing body of literature has confirmed the deleterious effects of emotional labor on service employees. The study adds to
We introduce the concept of emotional labor variability, which captures individual differences in surface acting and deep actin
Emotional labor (EL) is the process by which employees manage their true feelings in order to express organizationally desired
Using survey data obtained from 206 frontline hotel employees (Study 1) and 111 employee–supervisor dyads (Study 2), we ex
Emotional labor has
Results-Emotional become an(Use
intelligence important topicdimension)
of Emotion in the studywas
of organizational behavior,
significantly and butcorrelated
positively no research hasjob
with examined how(r=.4
satisfaction it is
Conclusions-The resultsThe
Practical implications– of the present
study study
suggests may
that contribute
hospitality to the better
managers understanding
must find of emotion-related
ways to elevate employees' EI parameters that a
level. Performanc
Originality/value– This study explored the under-researched subject of EL and its role within a hospitality industry context. The
This diary study among 75 Spanish dual earner couples investigates whether emotional labor performed by employees at work
In this research the authors investigate the relationship among emotional labor strategies, emotional exhaustion, and turnover
Drawing on participant observation at a women's plus-size clothing store, “Real Style,” this article draws on the unique experie
With the increasing importance of customer service in sustaining competitive advantage, one of the challenges before the orga
Practical implications– Work exhaustion is an occupational risk for EMS professionals. Individuals considering EMS as a career m
Originality/value– Prior research has not tested for the impact of emotional labor on work exhaustion for EMS professionals. Ev
This study examined the structural relationships among three different dimensions of workplace stressors (customer-related st
The aim of this study was to evaluate which variables of emotional labor dimensions have a significant effect in explaining the
Many occupations, including librarianship, require emotional labor, which can be defined as the awareness of the emotional ex
We experimentally
results examined
reveal that job relationships
enjoyment between positive
and organizational support display rules, personality,
has a positive influence onemotional labor,
deep acting andand subjective
expression of perform
naturall
relationship between job enjoyment and deep acting, as well as the negative relationshipbetween job enjoyment and surface a
The purpose of this paper is to investigate the effects of emotional labor strategies on job performance and organizational com
There has been little exploration of emotional labor in researching the learning of adults, and emotional labor on the part of re
The associations
At the same time,between neuroticism,designs
new organizational employees’ preference
are needed of emotional
to promote labor strategies,
and reinforce and job feedback
positive emotional were investigate
labor. Arguably, positive
A dual design for positive emotional labor and STS (and other negative emotional labor) prevention/intervention is provided he
Based on the assumption
respondents. Confirmatorythat profession
factor analysisintroduces specific
and structural particularities
equation modelinginwere
the ways employees
conducted regulate
on the emotionsThe
data collected. at work,
resultsd
The role of emotions has gained prominence in the last decade. With intense competition, customers are more interested in th
Special attention has been paid lately to the emotional component of the job, especially concerning “people work” jobs, such a
The
The article
aim of by
theChih-Wei
researchHsieh, Kaifeng Yang,
is to understand and Kai-Jo
whether Fu bringsofnew
the accuracy insights
customer to an issue
detection that promises
of employee to havelabor
relevance
wo
of employee emotional deep action strategy and Customer detection of employee emotional surface action strategy. Lastly, Cu
Although many investigations on various occupations have been conducted to address the concept of emotional labor, the emp
Research
The studyon how organizations
is aimed at establishingmay improve
suitable service delivery
correlations amongst andtheconsequently
variables ofattract and retain
Emotional Labor. anTheincreasingly diverse custo
study is fundamental an
variables of Carry Home – Anger& Excitement; Emotional Variety – Emotional Suppression and Emotional Privacy – Positive Em
The exponential growth of the service economy has increased the attention that organizational researchers have paid to the co
The results of a surveyindicate
Conclusions-Findings of 1281that
Chinese school
programs forteachers support
nurses need a second-order
to be factor
created that will structure
help of emotional for
reduce expectations intelligence. It is
surface acting
Clinical
Findings– Relevance-This study has
The results showed thatimplications for human
POS has a positive resources
effect on deepmanagement in nursingit organizations.
acting. Furthermore, was found thatIfsurface
nursingacting
administra
has a
Originality/value– The current study broadened the conceptual work and laboratory studies in emotional labor by examining th
Does satisfaction from performing emotional labor (EL)—maintaining positive emotions with customers as part of the job—dep
Difficult customer interactions cause service employees to experience negative emotions and to engage in emotional labor. The
We investigated
Results: the differential
A structural relationships
equation model supportedbetween abusive supervision
the hypothesis that age wasand two emotional
related positively tolabor strategies
deep acting andused by subordi
negatively to
Conclusion: Implications were discussed in employee selection and employee well-being, particularly in the customer service c
Librarianship, like many occupations, requires emotional labor, which is an awareness of job requirements for emotional expre
One of the most indispensable and important elements of education is teachers whose personality closely affects training and
It is essential for organizations to understand and manage salespeople's emotions. By monitoring the effects of emotions on th
Most studies on internal marketing and customer-oriented behavior have not examined the correlation of these factors with em
We examined
Objectives: Thethe relationship
present between
study was emotional
designed laborthe
to examine strategy (ELS) andempathy,
links between job satisfaction (JS), labor
emotional and the moderating
(both effects ofacjo
surface anddeep
labor in the development of teacher burnout. It also confirmed that deep acting and negative mood induction mediate therela
Qualitative researchers who explore sensitive topics may expose themselves to emotional distress. Consequently, researchers a
The need to suppress emotion and sustain outward expressions in pediatric health care facilities can be overwhelming for emp
The field of entrepreneurship is actively unraveling the connections between entrepreneurs, their stakeholders, and their envir
The present research explores the relationship of emotional labor strategies (i.e., surface and deep acting) with emotional exha
[Google Scholar]
), our literature provides little exploration of welcoming behavior. To fill this gap, we introduce the concept of emotional labor t
Emotional labor is the management
Practical implications– Organizationsof emotional
may considerdisplays
placing that
Muslimhappens
women in the context
in those of in
roles a work
whichrole.
therePast research
is lesser has shown
likelihood of c
Originality/value– The paper offers original empirical research on an under-explored topic and geographical area.
The
(deep present study proposed
and surface acting) onacustomer
moderating role of affectivity
behavioral intentions.inHowever,
the relationship
there isbetween modes
limited data of emotional
on the impact of labor and emotio
emotional labor s
of strategy (deep or surface) does significantly impact purchase decisions. In addition, the relationship between
This paper theoretically and empirically investigates the effects of different emotional labor strategies on frontline employee strategy and cr
p
both
due tothethenegative
impact influence
of employeeof surface
emotionalacting on strategic
labor extra rolechoices
performance and theattitudes.
on consumer positive influences
In general,of deep
prior acting on
research hasrole-pres
establis
research gap, by empirically testing a theoretical model that proposes that the relationship between
the high-/low-energy dimension of emotion is more salient to the emotional labor performed by community moderators the employee emotional
than l
moderators’
Emotions which emotional
are thedisplays
feelingsin response
that humanstoexperience,
those posts.think and manage personally emerge by means of social interactions
in one-to-one
positive communication
emotions with patients
and job satisfaction. in the process
Limitations of making their emotion exhibitions in conformity with the standard
and suggestions
for future studies have been discussed.
This study has investigated the emotional labor and it's effective factor's in Tehran West region hospitals , The sample consisted
This qualitative study examines emotion themes reflected in student evaluations from required diversity courses at a predomin
To date, the majority of research on emotional labor has focused on outcomes that occur in the workplace. However, research
The purpose of this study is to understand the interrelationships among employees’ emotional labor, emotional dissonance, jo
Given the significance
Implications-The ofof
results emotional
this studylabor (EL) that
suggest for hospitality
many of the service firms, it among
relationships is highlyemotional
valuable to examine
labor the contextual
variables factor
vary as a functio
Originality/Value-This is the first study to directly compare emotional labor across samples from Eastern and Western cultures.
Although
pretendinghospitality employees’ service
and job engagement, sabotage
in that higher behavior
levels in service
of ethical encounters
leadership lessen theis not only, more seriously prevailed than gen
negative influence of pretense in emotive expression. This means that when employees must mask how they feel, ethical leade
Emotional exhaustion (EE) is the core component in the study of teacher burnout, with significant impact on teachers’ professi
In this 14-month ethnographic study, I examined the emotional labor and coping strategies of 114, level-4, neonatal intensive c
Current literature remains inconclusive regarding the adverse impact of emotional labor requirements on burnout. To address
Which employees tend to better perform with customers? We suggest a combination of individual differences; specifically, we
Teaching profession is one with the highest requirements regarding emotion labor. Even though previous studies (Sutton, 2004
Emotions play a critical role in teaching, especially in primary schools. Teachers have to manage their feelings in order to sustai
Frontline employees must deal on a daily basis with emotionally demanding customer interactions. Such interactions, when co
The purpose of thisThe
Originality/value– study was to
current extend
study will the
addliterature on conservation
to the growing of resources
body of research (COR) theory
on emotional labor (Hobfoll, 1989)the
by examining within
effecta of
scho
ch
In this diaryto
pretending study, we tested
be warm the possibility
and caring teachers.that dispositional
Implications reward and
are relevant punishment sensitivity, two central constructs of rein
for teacher
preparation, supervision,
Findings– Results show that enrichment, and retention.
surface acting is negatively related to and deep acting is positively related to frontline employee cr
Originality/value– This study extends
Practical implications– With the emergence the consequences of emotional
of service economy there labor to frontlineemphasis
is an increasing employeeoncreativity from a cognitive
the performance pe
of emotio
Originality/value– The literature is relatively silent on the relationship between POS and different forms of emotional labor. The
Emotional labor that requires workers to suppress their truly felt emotions and create a fake emotional display has negative co
This study investigated the extent to which job stress, emotional labor, and emotional intelligence predict turnover intention am
With increasing
This study competition
examined whetheramong hotels,
emotional managing
labor employees
strategies seems to
and the quality be important
of the issue
relationship in the
with delivering
managerservices to custome
(i.e., LMX) could
The sample was composed of 304 Israeli restaurant servers. The findings show that NA had a positive effect on tip size when en
The Asian American blogosphere has developed to encompass a variety of voices regularly providing readers with news items,
The purpose of this study is to identify the effects of deluxe hotel employees’ emotional intelligence on their emotional labor, a
The present study examines the impact of emotional labour on role related outcomes viz., organizational role stress in the serv
The aim of this
Results-The study is to
prevalence of analyze the relationships
dysmenorrhea among salesbetween
workersperson-job fit, organizational
and call center workers were commitment and emotional
43.0% and 61.1%, laborTh
respectively. st
Conclusions-Emotional labor
emotional labor. In the last wasthe
part, found to be
theory associated with dysmenorrhea in call center workers. Further studies to investiga
and
practical significance
Results-Among of the paper
male workers, therewill
wasbeadiscussed.
significant association between fatigue and both emotional disharmony (OR=5.52, 9
Conclusion-These results indicate that fatigue is associated with emotional labor and, especially, emotional disharmony among
This article aims to establish a new process model to indicate the antecedents and consequences of emotional labor of nursing
The study of emotional labor in public administration has a strong foundation. Emotional labor scales have been operationalize
This study, literature review research, intends to deal with the problem of conceptual ambiguity among research on emotional
field survey, which is carried out with the sample individuals (N=135) from various branches of a private bank in Denizli. The da
correlation analysis. As a result of the analyses; there is a negative and important relationship between the task performance a
This article presents emotional labor in a library context and offers library managers strategies to minimize the negative effects
Preschool teachers interact with both children and adults every day; thus, they have to keep their emotions under control all th
In this the
reject study, basedmeasures
tangible on the analysis of existing
of teaching definitions
effectiveness andofinstead
emotional labor, operational definition of teachers' emotional labo
assert
their commitment
Background: to the learning
The research questionprocess.
investigated was: Do female Emergency Medical Services (EMS) professionals exert less em
measured. Results: The results showed that while female EMS professionals had statistically significant lower surface acting an
Even though previous research has examined the consequences of emotional labor in general in software development project
challenging to perform.
to self-efficacy and turnover intention. Theoretical and practical implications
of
educational level orfuture
the findings and directions
not. The are discussed.
study group of the research is composed by 321 teachers randomly selected from the schools loc
validity and reliability study. When analyzing each item individually; it is seen that teachers’ remarks are concluded as disagree
As
Thea purpose
result of of
globalization
this study isand changingthe
to examine consumer preferences,
relationship betweenthe
thenumber of shopping
emotional malls
labor level andhas increasedburnout
professional significantly in pe
of the re
negatively affecting the emotional burnout and depersonalization, but was significantly and positively affecting the sense of pe
This study examines spillover effects of emotional labor from customer to coworker interactions using temporally lagged data f
Emotional labor (expressing emotions as part of one's job duties, as in “service with a smile”) can be beneficial for employees,
Three decades after its introduction as a concept, emotional labor—regulating emotions as part of the work role—is fully on th
Research on emotional labor focuses on how employees utilize 2 main regulation strategies—surface acting (i.e., faking one’s f
Emotional labor—the management of emotional displays as part of one's work role—has emerged as a growth area of study w
Daily emotional labor can impair psychological well-being, especially when emotions have to be displayed that are not truly fel
In
thethis commentary,
complex I first
dynamics demonstrate
behind Wikipedia’stheobserved
conceptual, methodological, and relational overlap between emotional labor and e
gender
gap.
Emotional labor has been described as a dynamic self-regulatory process that unfolds over the course of customer interactions
Popular discourse frames
Originality/value– Our study crowdfunding
is the first toasprovide
a way for
an those traditionally
empirical locked
test of how out of financing
employee opportunities
job satisfaction mediatestothe
leverage the co
relationship
Most public service jobs involve emotionally intense work demands. For this reason, the terms emotional intelligence and emo
This article explores the connections between white institutional spaces, emotional labor, and resistance by illuminating the sh
(Hochschild 1983) coined the term status shield to theorize men’s status-based protection from the emotional abuses of worki
This study attempted to scrutinize the multidimensional nature of teacher emotion. Three emotion-associated constructs, nam
Problem Statement: In the present educational perception, teachers are expected to fulfill many roles, such as becoming role m
This study investigates the effects of emotional display rules of an airline on the emotional labor strategies of flight attendants
This article explores equine-assisted social work (EASW). Horses’ capacities to mirror human emotions create possibilities for a
In the last three decades, emotional labor has been conceptualized as comprising three strategies, namely, surface acting, dee
Coaching
Findings– in
Thesports represents
results revealedan emotion-laden
that surface actingcontext. Many incidents
had a negative evoke disparate
effect, whereas emotions
deep acting had a among
positivecoaches
effect onduring prac
job satisf
Originality/value– The findings of this study contributed to the literature by identifying the relationship between surface and d
The meeting between service users and social workers is emotional, since it is centered on significant challenges and changes i
Given that the quality of the interpersonal interaction between customers and hospitality employees plays a critical role in cust
This research investigates emotional labor events in libraries. Twenty-three librarians kept work diaries for 5 days recording det
Currently, in China, improving the quality of teachers’ emotional labor has become an urgent need for most pre-kindergarten t
Emotional labor is essential to public service at the street level. And there is evidence that it contributes to job satisfaction. But
In this study the authors borrow the concept of anasakti (non-attachment) and asakti (attachment) from the Indian philosophy
Children
youth withhave increasingly
EBDs, this studybeen called for
examines, upon thetofiparticipate in relationship
rst time, the the planningbetween
of their communities,
two especially in projects associate
classroom-based phenomena:
In view of the teachers’ emotional
professional labor and therapeutic
characteristics, teachers arealliance
rated as high emotional workers. By reviewing the literatures
studies about teachers’ emotional labor tentatively.
In modern age, positive psychological capital is as important as financial capital for organizational development and sustainabil
labor is analysized under three components: surface acting, deep acting and naturally felt emotions. This study is aimed to inve
This study explores the process of emotional labor in a profession in need of examination – that of journalism. During one-on-o
This study, literature review research, intends to deal with the problem of conceptual ambiguity among research on emotional
performing emotional
Emotional labor labor, deep
is a significant acting and
component of surface
jobs thatacting areeither
require highlyface-to-face
related to OCB and CWB, respectively.
or voice-to-voice interactionsWhile
withpositive
clients.emTh
acting and job satisfaction, a weak negative relation was found between deep acting and the intention
RESULTS: Nurses included in the study were determined to have low emotional labor behavior and burnout levels in general. In to quit. No relation was
CONCLUSION:
Work exhaustion As ofa result of the study,
information it was(IT)
technology concluded that emotional
professionals is a seriouslabor behaviors
concern. are related
This study offersto their burnout
a unique levels.on IT
perspective
emotional
improving thedemeanors
quality of in practical
the workplace.
educationTheandfindings suggest environment
the practice that the perception
and of display rules influences conflict manageme
to contribute to the improvement of nursing education.
This study aimed to identify the emotional labor levels of nurse academicians and was conducted with 152 nurse academicians
This paper discusses the trend of the emotional labor research object from the external customers to the internal customers o
This study examined the association between emotional labor and organizational citizenship behavior (OCB) and the mediation
The concept of emotional intelligence (EI) has attracted substantial interest in the popular and organizational psychology literat
Today many company are aware of the importance of emotional labor and they try to create profit through emotional labor. Th
We examined
Based the influence
on the perspective of of personnel
service officials'
employees emotional labor
psychological onthis
capital, teachers'
study perceptions of personnel
adopts questionnaire officials'
survey, with emotional
every 218 em di
plays
labor the moderating
on the role between
basis thereof. In addition, deep acting and
it attempts tothe
lookcounterproductive
for work behavior. This study provides valuable theoreti
positive
of serviceaspects
providerof the results
hostility was ofnegatively
emotionalrelated
labor. with customer
evaluations
In this study,ofthe
service quality.comprised 385 preschool teachers. The relationship among their emotional labor, Job Involvemen
participants
effect on the relationship
developed in order to improve between emotionalsupport,
psychological labor and Job Involvement
manage emotional in preschool teachers.
intelligence and reduce emotional labor among psychological nurses.
The rise of the service sector has contributed to the growth of research attention and effort devoted to emotional labor. Since
A central
The purposefocus of emotional
of this paper waslabor research
to inquire howis policy-strength
on the frontlineandservice workers
social sharingand empiricalmoderate
of emotion research the
on managers
relationshiphasbetween
so far b
showed that surface acting is a more significant predictor of customer-directed
effects of the exposure to verbal abuse on emotional labor and clinical practice stress. sabotage behaviors than deep acting. Moreove
212 nursing
across students, who
two restaurants were juniors(India).
in Ahmedabad and seniors performing
Restaurants clinical
in India practice in training
lack formalized Seoul, participated
programs oninemotional
this study labor.
and theThedata
st
based training for employees on emotional labor and managing stress to control high attrition and enhance job satisfaction.
This article examines the connections between systemic racism, racial framing, and police violence. While media saturation of
The aim of this study is to show the relation between emotional labor, job burnout and intention to turnover of travel agency w
Based
Uludagon a continuing
University program
Faculty of research,
of Education this paper
in different reveals several
departments. organizational
The research resultsmeasures needed
showed that if emotional
the teacher labor isdisp
candidates to
and academic
Findings– achievement
Whereas employees (p<.01)
usingofdeep
the teacher
acting werecandidates.
found to be less emotionally exhausted and more affectively committed
Originality/value– This study makes distinct contributions to the literature by proposing emotional labor as the key antecedent
In this study we examined the relationship between two interpersonal constructs, emotional labor and political skill, finding th
Dominant
This study professional ideology
determines the effectsdictates that lawyers
of organizational behave professionally
citizenship behavior on thetoward clientslabor
emotional by using logical, rational
by depending on thereasoning a
theory tha
superficial entreating phase of emotional labor. While employees are harmonizing their real feelings which appear in the phase
In this study we employ two distinct lenses of emotional labor—EL as occupational requirements and EL as intrapsychic proces
CSCW researchers have become interested in crowd work as a new form of collaborative engagement, that is, as a new way in
Although absenteeism has been identified in theoretical models as a key long-term consequence of emotional labor, few studie
This study investigated the relationship among affectivity, emotional labor strategies, and emotional exhaustion, and the mode
The main objective of this research is to study the effect of personality, emotional intelligence (EI), affectivity, emotional labor
This study examined the effect of organizational justice perception on service employees' positive psychological capital and the
How service employees
Conscientiousness act and speak
was significantly with to
related customers is an important
general work partvigor
engagement, of service quality, soAgreeableness
and dedication. customer orientation (CO) and
and neuroticism
functioning.
This article describes a study conducted collaboratively with 19 special educators to learn about their emotional practice throu
This study examines the determinants of emotional laborers’—social workers in health care organizations—job satisfaction and
This study examines the perplexing relationship between emotional labor and job satisfaction in the public service arena and in
Previous studies have shown that the success of airlines depends heavily on the quality of in-flight services provided by flight a
Expanding from the customer-service perspective, the present research investigated emotional labor, defined as “service with
Members of worker cooperatives—organizations collectively owned and democratically run by their workers—report substanti
Results: The expression of positive emotion (EPE) and the suppression of negative emotion (SNE) were found to positively affec
Conclusions/Implications
Practical implications-Thisfor Practice:
study It has
provides become implication
a practical an increasingly popular practice
for managers for hospital
to understand organizations
the importance of to work topartic
customer prom
Originality/value-The present study is the first to link employees’ perceived customer participation with their attempts at emoti
While the similarities between emotion regulation (Gross in J Personal Soc Psychol 74:224–237, 1998a) and emotional labor (H
The purpose of this study is to provide preliminary insights into the relationships between self-monitoring, emotional expressiv
Passage of the Affordable Care Act (ACA) in the US increases demand for nurses and brings health care into the public sphere w
The study used web-based simulated hospitality scenarios to examine cultural differences in emotional cognition of facial expr
We examined the effects of salespersons' emotional labor strategies on adaptive selling behavior and individual job performan
The recent growth of service industries as well as the rise of e-commerce has increased the number of online customer service
This research examined and compared the emotional labor in two distinctive cultures (South Korea and Japan), both based on
Originality/value
Consistent
Objectives:with the main
To explore thetenet of the of
correlation job-demands and resources
emotional labor, turnover theory, it was
intention, found job
burnout, thatinvolvement,
surface acting reduces engagemen
organizational commitm
correlation coefficient and Simple regression analysis. Findings: Resilience of nurses was positively
item discrimination was found acceptable for each item. School administrators were found to display deep acting correlated withatjob involvem
the highes
followed respectively by genuine and surface acting. No significant difference
together. During their daily interactions with one another, conflicts emerge due to their was found based on the demographic variables.
diverse personalities
offer insights and personal
for understanding thedifferences. However, they
rhetorical production are somehow
of affective required to work together and along with that, are
binds within
institutional contexts.
Two studies examined whether employees’ emotional labor as perceived by customers, moderates the relationship between c
Research on emotional labor has shown that workers who are required to feign emotions are more likely to suffer ill effects tha
Nowadays,
The purposephysical
of this and intellectual
research labor can
is to examine twobedimensions
substitutedofbyemotional
robotics and
labor information
(jobfocused technology. However,
and employee emotional
focused emotionallabo
la
hospitality industry. More specifically, the study investigated whether employee-focused emotional labor contributed uniquely
From the seclusion of monastic life to the noise of Silicon Valley, the ancient practice of mindfulness has ‘come out of the cloist
This ethnographic
Negative emotionsstudy examines
associated withthe
foodimportance of context
provisioning were alsoin heightened
the emotional by labor of restaurantWomen
LFS engagement. servers.reported
While the emotional
that LFS enga
Originality/value-This research helps fill a gap in existing literature and encourages agrifood scholars and LFS proponents to ack
When service providers regulate their moods and expressions (i.e., deep acting and surface acting), are they better performers
customer orientation and perceived service quality while perceived surface acting was negatively associated with perceived cu
practice areImplications
strategies. discussed. for teaching and teacher education are put
forward.
Emotional labor refers
work (i.e., surface actingto and
workers'
deepmanagement of effects
acting), but the their emotions according
of emotional laborto
atorganizational
work on feeling and emotion display rule
employees’ emotional labor at home and their family members’ family quality have not yet been explored. Drawing on work-fa
Entreprenurial passion has been of great interest to scholars due to its impact on several key outcomes for entreprenurs, despi
It has been established that emotional labor competencies are an asset to competitiveness in the hospitality industry. Although
While a growing body of research has examined the types of organizational stressors encountered by individuals and their allie
This research examines how the implications of emotional labor can transfer from customer encounters to coworker interactio
Using emotional labor and conservation of resources (COR) theory, this diary study aims to gain insight into the role of daily str
The aim of this study was to explore how sport medicine and science practitioners manage their emotions through emotional l
This study was designed to examine the moderating roles of perceived supervisor, coworker, and organizational support in the
This article explores the mentorship of low-income young men of color by examining amateur boxing coaches and the training
Grounded upon the conservation of resources theory, this study sought to examine the relationships between the three emoti
Little evidence links emotional labor to either psychological or physical health. This study determined whether the two types o
This researchscores
Results-The explores determinants
on “emotional of turnover
demanding andintention of social
regulation workers.
(p < 0.001),” Retention
“overload ofconflict
and social workers is critical
in customer in the
service social w
(p = 0.005
Conclusions-This study found that the toll collectors engaged in a high level of emotional labor. Additionally, there was a signifi
The current study examines the influence of the emotional labor of call center workers on their dealing with senior customers
This study aims to explore the effects of teachers’ psychological capital competencies on their emotional labor competencies b
Following Grandey's integrative model of emotional labor, this study examined the relationships between teachers' emotional
Conference environments enable diverse roles for academics. However, conferences are hardly entered into by participants as
The
The paid provision
purpose of thisofstudy
care was
for dying persons whether
to determine and theirafamilies blends
high level commodified
of hospitality emotion
skill among workcabin
airline and attachments
crews could to twocusto
affect ofte
To develop a model, a questionnaire survey was administered to 413 personnel of an Asian airline. The collected data were the
Although emotional labor gains considerable interest in research and practice, current hospitality management literature has n
n this article, the concept of emotional labor is used to capture dilemmas of critical ethnographic research. We frame our expe
Implications: Practically, coaches should use deep acting and genuine expressions and avoid surface acting for the benefit of bo
This study investigates person–job (P–J) fit and person–organization (P–O) fit perceptions and relates these perceptions to emp
Emotional labor iswas
path coefficients compared between
not significant. hotel workers
Significant 7 pathsin the
were Philippines and Australia based on idiocentrism and allocentrism di
found through the analysis.
We investigate in this paper the bodily performances at the heart of servicescapes. The concept of emotional labor developed
The current work adopts an interdisciplinary perspective, integrating the services management literature on co-creation of valu
The purpose of this study is to observe conceptualize emotional labor with antecedents and consequences. As part of service j
This study focused on frontline employees from 4 hotels in a certain hotel group, researching with a questionnaire survey. It ex
In today`s globalized business environments the road to survival and success is through customer satisfaction. Particularly for t
Metaphors
Results: As aare usedofa the
result great dealfollowing
study, in theorymain
but are not always
themes fully explained.
were determined Thisonpaper
based expands
definitions on the
made carnival
by the metaphor
oncology use
nurses: e
Conclusions-Implications: Emotional labor is instrumental in facilitating interpersonal relationships and
This study explores the relationship between emotional labor and mental health and the mediate effect of emotional exhaustiomaintaining care and is
acting and automatic acting negatively correlate with emotional exhaustion and have positive effect on mental health respectiv
More attention is being given to the provision of public services that emphasizes the importance of compassion and caring in s
The purpose
of deep actingofon
this study wasexhaustion.
emotional to examineFurther,
the relationships
this study among emotional
has theoretical andintelligence, two forms of emotional labor (i.e. su
practical implications.of emotions.
genuine expressions
Conclusion: The emotional labour scale was found to be a valid and reliable measure.
Mindfulness has received
climate, proactive considerable
personality, attention
and prosocial over the
motivation didpast
notfew
have years in prior psychology literature. However, the role of mi
moderating
effects. Conclusion and implications were provided.
As the field of school psychology faces critical shortages, investigations of work factors affecting job satisfaction and burnout ar
We investigated the relationship of emotional labor to perceived team support, extra-role behaviors, and turnover intentions. O
Originality/value
Using a dyadic sample, this study suggests that the dimensions of EI and emotional labor strategies influence customer’s perce
Medical education faces challenges concerning job burnout and emotional labor among junior physicians, which poses a poten
Although past research has examined the link between emotional labor and turnover in organizational contexts, relatively little
Originality/value
This study has provided deeper theoretical insights into customer misbehaviors and their effects on employee role stress, emo
Conclusion
It would be more effective to develop interventions to enhance deep acting and work engagement than to attempt to reduce s
The main customer
between purpose of this research
misbehavior andis surface
to studyacting
the impact
in theof personality
context of on job burnout among educators. Additionally the role
China is less than it in the context of other countries.
Specific considerations have been provided to the emotional elements of job especially concerning the people who are workin
In the distribution service industry, sales people often experience multiple occupational stressors such as excessive emotional
Originality/value
Compared with most studies, more direct factors of emotional labor were assessed to detect positive effects in this study. Mor
Emotional labor is used as an instrument in order to accomplish elements such as employee performance, good image formati
Librarians' liminal (intermediate) position within academia situates us to make unique contributions to digital humanities (DH).
The
Prioraim of thissuggested
research research isengaging
to investigate the teachers’
in emotional emotional
labor for financiallabour
gain isbehaviours and to determine
generally dissatisfying and is the reasonswith
associated of the differe
negative
exhaustion and job satisfaction. We discuss the differential moderating effects of financial and nonfinancial rewards on the rela
The peer-to-peer nature of the sharing economy encourages participants to alter their behavior in ways that resemble traditio
This study examines the total moderation role that psychological capital plays in the integrative emotional labor model in which
This diary study examines the psychological processes that contribute to daily recovery from emotional labor by combining em
Conclusions
These data extend research on professional practice in SMS and emotional labor in three ways: (a) providing a novel theoretica
The aim of this paper is to explore the relationship between human resource management practices and the consequences for
Conclusions
A significant result was found for depressive symptoms related to Emotional disharmony, which is a sub-topic of emotional lab
The purpose of the present study was to examine the relationship between women leadership and teachers’ emotional labor i
Male professional ‘freesurfers’ are paid to live an aspirational lifestyle and communicate this through their digital media work.
Neoliberal practices embedded in academia have transformed the university into a service industry. Through this lens, this revi
both teachers' burnout levels and teachers’ levels of education differentially affected the use of the specific emotional labor te
conclusion of this study is that various variables can influence teachers’ use of techniques associated with emotional labor. Cha
Based on the trickle-down model, the present study simultaneously examined how transformational leadership and abusive su
This study examined the flirtation phenomenon in hospitality services, particularly whether flirting displays comprise an expres
Emotion
labor, its management in the workplace
effects on employees is drawingofincreasing
and the possibility training attention from researchers. However, they still know little about h
employees
Conclusion who might need to perform such labor
The pediatric oncology providers in our study held a highly favorable opinion about their institution's PPCS and agreed that ear
Conclusion
The results of this study suggest that as a way to reduce burnout, institutional support to enhance leader–member exchange s
Research on language teacher agency and language teacher emotions has demonstrated that both are central components of
s. It is performed through surface acting, deep acting, or the expression of genuine emotion. Emotional labor may facilitate task effectiven
y of appropriate emotional display, attentiveness to required display rules, variety of emotions to be displayed, and emotional dissonance g
er identification with the organization; (2) lower job involvement; and (3) lower
rceived emotional labor differed depending on the nature of the emotional labor. The findings are discussed in terms of implications of em
emotional labor. Phase 1 of this project generated items for an exploratory questionnaire to which a broad sample of service workers respo
d experience of emotions in organizations. Although this concept holds great promise for the study of organizational communication, the cu
why emotional labor may or may not result in burnout. A model is developed that proposes that workers attempt to cope with role deman
tion model ofinemotional

e attention labor.
recent years, withEighteen customer
most studies service employees
concentrating on stress,from a call center
burnout, recorded
satisfaction, data affective
or other on pocketoutcomes.
computersThisevery 2 hrextend
study at wo
labor demands are associated with lower wage rates for jobs low in cognitive demands and with higher wage rates for jobs high in cognitiv
ell as affective and behavioral consequences. Full time employees who had at least five years of work experience completed two separate s
y felt emotions is distinct from surface acting and deep acting as a method of displaying organizationally desired emotions. The second pur
is due to research that supports a direct relationship between emotional intelligence and positil·e organi::. ational belutl'iors. Hmt·e1·er. lil
rs' assessments
authors of service
hypothesized thatencounters.
the influence Drawing on emotional
of negative emotionscontagion anddelivery
on affective emotional labor
would be theories,
lessened they investigate
by regulation the influence
strategies of the
for supervis
ceptions of affective delivery. Finally, the influence of surface acting strategies on these processes as well as correlations with individual diff
eethat employers
structured emotional
opportunities forlabor expectations
employees of their from
to decompress employees will havedemanding
the emotional more effective interactions
aspects with clients, better int
of their jobs.
tion, while emotional labor has been studied with individuals in the service sector, it has been rarely examined among individuals whose job
d deepacting
ed (makingaggression,
insider-instigated an effort toandfeelhas
emotions that are
been limited required in in
to employees interpersonal
emotional laborinteractions)
jobs (e.g.,insocial
a sample workofservice workers.
and customer SurfaceThe
services). actin
a
f U.S. employees who have customer contact (n 121), the authors find that verbal abuse from outsiders (1) occurs more frequently than in
d emotional job demands during a working day of 65 Dutch (military) police officers, using a 5-day diary design. We hypothesized that emo
bor strategies (surface and deep acting) in the lodging industry. Variety, duration, and positive display rules are significant predictors of hot
and its effects on teacher burnout and satisfaction. Four major findings were drawn: (a) of the three dimensions of emotional labor, Chines
n emotional labor strategies. We examined 2 variables, emotional intelligence and negative affectivity, as proxies for emotional resources. L
i.e., surface and deep acting) and other-focused (i.e., emotional enhancement and relationship management) job-related emotional labor
study was to investigate how emotive dissonance, emotive effort, and communication symmetry influenced teachers' intent to leave. Seve
d testing a theoretical model of the effects of employee emotional labor on customer outcomes. Dyadic survey data from 285 service inter
ting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers.
n 2 emotional
map labor
the temporal outcomes:
ordering job satisfaction
of these and
relationships, jobthus
and performance.
to determine A sample of 2 retail
if emotional service firms
enhancement is a(n = 338)
job resourcesupported
or response thetomodera
positive
ther-focused emotional labor largely has been neglected in previous research. In addition, it is the first to differentiate
trategies related to work family interference. Based on our results, the use of deep acting should be promoted in workplace because workers' emotional
it rela
of work family interference, our study is among the first attempt to examine family-to-work interference as the antecedent of emotional la
stion, and even fewer have examined flight attendants as the research subject. The current study employed a questionnaire method to exa
equences of emotional labor is diverse in the analysis result. Regarding the result of emotional labor, alienation hypothesis and facial feedb
scess. We integrate
become research
an increasingly on socioemotional
prevalent selectivity
and important workplacetheory and emotional
stressor. laborrelatively
Unfortunately, to develop hypotheses
little concerning
research has thethe
examined relationships
effects of c
d negatively related to customer service performance. In addition, both proposed models were supported. Theoretical and practical implica
ance. Although the link between emotional labor, strain, and performance has been well documented in cross-sectional field studies, not m
ficantly rates significantly higher than other occupations. This is not surprising considering the inherent dangers and challenges police face i
ployee emotional labor—either in the form of “bad faith” surface acting (suppressing or faking expressions) or “good faith” deep acting (mo
ween the job design and EL perspectives derive from focusing on different types of interactions with the public. The public is a very broad
es, receptionists).
erstand Clearlybetween
the relationship these interactions
EI and jobare designed and
performance: experienced
emotion differently.
regulation By usinglabor.
and emotional specific dimensions
First, of service
we emphasize behaviors
the value (Bo
of disting
ated by stronger EI criterion validity findings for high emotional labor jobs.
xamined the role of age on the selection of emotional labor strategies, and how the latter mediated the association between age / gender
support
well on theseEFA
as between connections. We
and CFA for the used
M&B questionnaires
sample. Two to survey
types 314 customer
of surface contact
acting could be employees. Webasic
distinguished, found that customer
surface mood
acting (BSA) anddid aff
chall
difficult client” stimulus
urces processes of hotelshas not been
ranging fromformally tested
selection in prior EL scale work.
to training.
es in different spaces. It also constitutes an effort to question the requirement of emotional labor from hospitality employees.
ess among a sample of employees working in three public sector organizations in Pakistan. After establishing the psychometric properties o
os,experience
is commonplace in the
of stress duehospitality industry. Past
to the performance research has'
of emotional laborconstantly provided
and, ultimately empirical
results evidence
in health that emotional
outcomes. labor
People in the can status
lower have pos
ca
r feeling (Hochshild, 1983). “Social Distribution” of jobs leads to certain sub-groups of workers to assume emotional labor.
while deep acting negatively predict all three components of burnout; 2)Employees with higher job commitment tend to use more deep ac The performance
and covering nearly 400 employees. It confirms some of the previous findings, showing that – generally – emotional dissonance affects neg
onal offices of a large international charity and humanitarian organization completed the servant Leadership Questionnaire, The Emotiona
nce, surface acting, and deep acting) with well-being and performance outcomes. The meta-analysis is based on 494 individual correlations
the expression of emotions at work. Using a sample of registered nurses working in different units of a hospital system, we provided the fir
motional
acting andlabor,
deepnegative andorganizational
acting and positive affective states,specifically,
outcomes, and work withdrawal,
employees'asoverall
well asjob
the moderatingand
performance roleturnover.
of gender.Call
Fifty-eight bus driver
center employees
ce is indirect
nsactional via employee
leadership affective
and team delivery. Deep
innovativeness acting was emotional
by identifying not linked to these
labor outcomes.
as an importantTheoretical
moderator and practical
and implications
team efficacy are discu
as a critical me
tes to uncovering the black box in which transactional leadership exerts an influence on team innovativeness.
Individual differences in emotional labor however, have attracted less research attention. This study examined the mediating role of emoti
eep acting) on workers' well-being. This study analyzed to what extent workers' ability to recognize others' emotions may buffer these effec
interrelationship between emotions and the demands of work and family influence their well-being. This study examined how emotional
e product context due to its presumed double edged wedge potential. Several job-related and person-related factors are postulated and te
ceived organizational support (POS) and gender moderate the impact of emotional labor strategies on employee strain. Emotional labor st
e researchers tend to assume that teaching is similar to other occupations in service section that require employees to manage their emoti
research has considered how spirituality and religion impact the performance and consequences of emotional labor, which is an important
motional labor and its relationship to work outcomes. Participants were queried on genuine, faking, and suppressing emotional expression
e role of positive emotions in the interaction between the sender and receiver, while taking both the perspective of the sender and the rec
s on the relationships between multiple targets of workplace affective commitment and burnout components. A total of 370 service emplo
cepted,
neral, andespecially in the
of doctoral workplace.
students in theThey speak
social of performance
sciences weariness
whose research in verbalusing
is conducted and nonverbal communicative
the qualitative interaction-exchanges
research paradigm, in particular. Thw
ed emotions during interpersonal transactions and performed by individuals either through deep acting or surface acting. Deep acting refe
onal labor (EL; the process by which employees manage their true feelings so they can express organizationally desired emotions) is associa
ace acting and deep

interrelationship acting, emotions
between that can be used
and theflexibly
demands depending uponfamily
of work and the situation)
influenceon thewell-being.
their service agents
Thisin organizations
study examinedlike
howcall centres.
emotional
Malay teachers, with at least one child living at home, results showed that SA was positively associated with emotional exhaustion and depe
mistreat their health care providers; in addition, those providers are expected to manage their own emotions when providing care—two inte
and regulate emotions (i.e., emotional intelligence, EI) has seldom been studied, especially how it affects hotel employees responding to th
event theory. A multiple-wave longitudinal analysis using data from 424 hotel service employees and their immediate supervisors reveals h
des insights into the relationship of abusive supervision with work–family conflict (work-to-family and family-to-work). Further, it is the first
e employees. The study adds to it by investigating two hypothesized antecedents to emotional labor; affectivity and empathy which is conc
n surface acting and deep acting fluctuations over time. In a multilevel study of 78 customer service employees who provided 522 matched
xpress organizationally desired emotional displays. We develop and test components of an organizing framework for emotional labor wher
upervisor dyads (Study 2), we examined how the emotional labor of hotel employees was associated with affective and behavioral outcome
research
elated hasjob
with examined how(r=.42,
satisfaction it is affected inwhereas
p<.001), individuals’ motivational
a significant bases.
negative Public administration
correlation scholars
between surface have
acting started
and to study this
job satisfaction wasconcep
obse
otion-related parameters that affect the work process with a view to increasing the quality of service in the health sector.
employees' EI level. Performance management processes should incorporate identification and positive reinforcement of EL acting strategie
hospitality industry context. The study is among the first to examine EI as an emotional resource, EL acting strategies, EE and SRP as a form
erformed by employees at work has implications for themselves and for their partner at home. On the basis of the Spillover-Crossover mod
tional exhaustion, and turnover intention, specifically in the hospitality industry. The sample comes from hotel employees in China. The co
le draws on the unique experiences of plus-sized women in their roles as workers, managers, and customers, to examine how mainstream
f the challenges before the organizations is how to motivate their employees to perform desired emotional labor during customer interacti
ls considering EMS as a career must have realistic expectations and information about the rewards as well as challenges facing them. To he
ustion for EMS professionals. Even after controlling for personal and work-related variables, surface acting maintained a stronger positive i
e stressors (customer-related stressor, CRS; work environment-related stressor, WERS; job-related stressor, JRS), negative affectivity (NA), em
nificant effect in explaining the levels of burnout of employees in the service sector. The study participants ranged in age from 23 years to 5
e awareness of the emotional expressions required of a job, and the strategies used to express those emotions. To date, little research has e
al labor,
cting andand subjective
expression of performance in a work-sample
naturally felt emotions; task.
it also has Sixty-fiveeffect
a negative students participated
on surface acting.in In
a call-center simulation where
addition, organizational theyeffectively
support acted as
een job enjoyment and surface acting.
rmance and organizational commitment by considering the role of emotional intelligence. With increasing development of economy and c
motional labor on the part of research contractors has scarcely featured in published debates. The article explores the role of emotion in th
nd job feedback
otional were investigated
labor. Arguably, using a cross-sectional
positive emotional labor and the self-report questionnaire
positive organizational survey.itThe
climates mediating
facilitates effect of job
are requisites forfeedback wasrelation
harmonious tested
tion/intervention is provided herewith. Early detection and rapid response systems for STS, with social work leadership, receive special atte
ees
n theregulate emotionsThe
data collected. at work,
resultsdifferent
indicate by organizational
a significant ones, we
relationship aimed atPCidentifying
between and OCB. particularities
In addition, ELSofplays
school psychologists
a significant in adopting
mediating e
role in
omers are more interested in the manner in which each service is delivered. In recent years, there has been a growing interest in the role t
ning “people work” jobs, such as health care, social services work, teaching or sales. On the other hand, affective outcomes have been link
romises to havelabor
yee emotional greatstrategy
relevance to public
would organizations—how
influence the overall servicewesatisfaction.
can best manage functions
From path thatitrequire
analysis, staffthat
was found to perform substantial
employee’s positiveemoti
em
urface action strategy. Lastly, Customer detection of employee emotional deep action strategy and Customer detection of employee emotio
cept of emotional labor, the emphasis has been placed on simple emotional labor practiced by employees exploited under capitalist firms' s
in an
or. Theincreasingly diverse customer
study is fundamental and wasaudience
conducted stands
as ato benefittonot
prelude only private
a major service
research work firms but also provide
by considering a sample advantages for a number
s
Emotional Privacy – Positive Emotions. These variables act as the sub-variables of the major variable “Emotional Labor” and have the abilit
researchers have paid to the concept of emotional labor. Although much progress has been made in the field, few studies have provided a
ee expectations
of emotional forintelligence. It is found
surface acting that teachers'
and control emotional
job-related intelligence
stress, thus has the
preventing a significant
developmentimpact of on teachingsymptoms.
depressive satisfaction and their use o
sanizations.
found thatIfsurface
nursingacting
administrators understand
has a positive influencethatonnurses may suffer
emotional from depressive
exhaustion, whereas deep symptoms,
acting hastheya can striveinfluence
negative to improve onstressful
emotional wore
emotional labor by examining the role of POS on emotional regulation strategies related to emotional exhaustion. In addition, this study sh
ustomers as part of the job—depend on the financial rewards available for good service? According to a “controlling perspective” of reward
o engage in emotional labor. The present laboratory study examined whether social sharing (i.e., talking about an emotionally arousing wor
abor
o strategies
deep acting andused by subordinates
negatively to surface(surface
acting,acting and deep
relationships acting).mediated
partially Furthermore, we examined
by emotional whether
intelligence. subordinates'
strategy, inperson
turn,
cularly in the customer service context. It is recommended that future research investigates how aging is related to emotional labor strateg
quirements for emotional expression and the strategies used to express those emotions. Research on emotional labor suggests that perform
ality closely affects training and education. In this context, this study examined the effects of teachers' personality traits on their emotional
ng the effects of emotions on the job, management can promote and enhance its sales force. However, the literature on salespersons' emo
relation of these factors with emotional labor, and there are even fewer papers focusing on this subject with respect to airlines in particula
and the
labor moderating
(both effects ofacting),
surface anddeep job characteristics
and emotional on this relationship,
exhaustion as wellbased on data collected
as determine fromlabor
if emotional 291 mediates
supermarket the employees.
relationshipResults
between sh
mood induction mediate therelationship between empathy and emotional exhaustion in teachers.
ess. Consequently, researchers are often faced with the challenge of maintaining emotional equilibrium during the research process. Howe
s can be overwhelming for employees, leading to low job performance and high turnover. This is particularly true within the field of child li
eir stakeholders, and their environment by viewing the phenomenon through an affective lens. This article extends almost three and a half
eep acting) with emotional exhaustion, organizational commitment, and turnover intentions among employees in the hospitality industry i
he concept of emotional labor to the library context, presenting a qualitative analysis of librarians' experiences. In addition, we offer recom
kchrole.
therePast research
is lesser has shown
likelihood that organizational
of conflict between theirdisplay rules (standards
organizational for emotions
and societal that should
display rules, be shown
while not and hidden
compromising theirfrom customers
career. On a so
geographical area.
of emotional
the impact of labor and emotional
emotional exhaustion
labor strategy among
on potential customer variables
intervening services representatives. A sample
and on actual buying of 232 customer
decisions.This servicesthe
study extends representative
prior resea
onship between strategy and purchase is mediated by the customer's emotional experience.
ategies on frontline employee creativity in the context of service industry, and it also studies the mediating role of frontline employee creati
nces
eral,of deep
prior acting on
research hasrole-prescribed
established thatand extra role
customer performances.
satisfaction The results
is positively have
affected bysome theoreticallabor
the emotional and strategy
practicalof
implications
service
ween the employee emotional labor strategy and customer buying decision is mediated by customer cooperation. Findings
y community moderators than is the conventionally-studied positive versus negative affect dimension. Findings further reveal the tendenc indicate that em
by means of social interactions. Naturally emotions are significant in this process and for this reason it is desired to make use of emotions
in conformity with the standards determined by health sectors.
hospitals , The sample consisted of 315 nurses working at the hospitals, Erfan, Ibne- Sina, Imam Khomeini, Jam, Mostafa Khomeini, payamb
diversity courses at a predominantly white, US public university. We analyze two years of student evaluations for 29 instructors. Situated b
e workplace. However, research has yet to consider the possibility that the daily effects of emotional labor spill over to life outside of work,
labor, emotional dissonance, job stress, and turnover intent in the foodservice industry. The study was administered to 338 family-style res
oabor
examine the contextual
variables factors that
vary as a function of theaffect the context
cultural EL strategy undertaken
under by hospitality employees. Utilizing a qualitative research method, th
consideration.
m Eastern and Western cultures. Additionally, this study begins to answer questions concerning why models of emotional labor generated in
ore seriously prevailed than generally presumed but also detrimental to the organizations’ growth, and profitability, the topic has not been
mask how they feel, ethical leadership compensates for the deleterious effect of expressing an emotion other than what one is feeling. This
ant impact on teachers’ professional lives. Yet, its relation to teachers’ emotional experiences and emotional labor (EL) during instruction re
14, level-4, neonatal intensive care unit (NICU) nurses. Emotional labor was an underrecognized component in the care of vulnerable infan
ements on burnout. To address the discrepancy, this study revisited this relationship as well as investigated the potential additive and intera
ual differences; specifically, we consider both why employees are working (prosocial motivation) and how (emotional labor). Deep acting s
h previous studies (Sutton, 2004) showed that teachers engage in emotion management as part of their professional identity with the purp
e their feelings in order to sustain a positive classroom climate. Managing feelings as a requirement of work is called emotional labor, which
ons. Such interactions, when coupled with organizational directives to focus upon exemplary customer service, can prompt employees to e
or (Hobfoll,
ry 1989)the
by examining within
effecta of
school setting. Inage
chronological oneand
such extension,
work paston
experience research examined
emotional the effectsthrough
labor strategies of surface
EI. acting and deep acting, form
y, two central constructs of reinforcement sensitivity theory, would modify the relationship between emotional labor and job-related well-
related to frontline employee creativity; surface acting is positively related to hindrance stress, while deep acting is positively related to cha
seeoncreativity from a cognitive
the performance perspective.
of emotional It also
labor. The advances
present studyknowledge about
suggests that the effects need
organizations of emotional
to focus labor on stress by practices
on organizational classifyingasdifferent
employ
nt forms of emotional labor. The present study adds to the existing body of knowledge by explaining POS as an important antecedent of em
motional display has negative consequences for workers including psychological distress and lowered job satisfaction. This type of emotiona
ce predict turnover intention among bank and health workers. Sample comprised 270 employees (bank = 149; health = 121), whose ages a
n delivering
h the manager services to customers
(i.e., LMX) effectively.
could help This issue
NA employees also affects
to perform the(expressed
service firms’ outcomes and incomes.
as financial Thus, hotels
gains measured in tipas a service providing fi
size).
ositive effect on tip size when engaging in high surface acting or deep acting; however, this effect was not significant for employees who we
viding readers with news items, opinions, and personal narratives of life in Asian America. In this article I investigate the relationship betwe
ence on their emotional labor, and the moderating effects of employees’ diversity (gender and job position) on the relationship between e
nizational role stress in the services sector in India. Review of literature reveals that emotional labour studies in India hardly have a presen
mitment and emotional
.0% and 61.1%, laborThe
respectively. strategies.
adjustedData
odds were collected
ratios (OR) of from 125effort
emotive aircrews
andinemotive
different Turkish airlines
dissonance companies ininTurkey.
for dysmenorrhea The perso
call center work
kers. Further studies to investigate other factors, such as management strategies and the relationship between emotional labor and dysmen
otional disharmony (OR=5.52, 95% CI=2.35-12.97) and emotional effort (OR=3.48, 95% CI=1.54-7.86). These same associations were seen a
y, emotional disharmony among hotel workers. Therefore, emotional disharmony management would prove helpful for the prevention of fa
es of emotional labor of nursing. We conducted a case study on the Intensive Care Unit and Obstetrics Department in two public hospitals
scales have been operationalized that measure emotion work, personal efficacy, type of acting, and positive/negative display rules. Less is
y among research on emotional labor, and to look into the evolutionary trends and changing aspects of defining the concept of emotional l
a private bank in Denizli. The data obtained from this study have been evaluated by applying descriptive statistics (mean, standard deviatio
etween the task performance and surface acting; there is a positive and important relationship between the innovative job performance a
o minimize the negative effects of emotional labor on both staff and users. The components of emotional labor are explained and a framew
eir emotions under control all the time. This constitutes “emotional labor.” Psychological capital is a combination of the concepts “positive
tion of teachers' emotional labor is given and questionnaire on emotional labor among primary and secondary school teachers is developed
MS) professionals exert less emotional labor (less surface acting and deep acting) than male EMS professionals, and do females report high
nificant lower surface acting and deep acting, and higher job satisfaction than EMS males, the mean differences in scale scores were practi
n software development projects in particular; there still remains a gap in respect to the influences of emotional labor on software quality.
y selected from the schools located in Elazığ city centre. “Emotional Labor Scale” consisting of 13 questions, the confirmatory factor analys
marks are concluded as disagree and neutral regarding the sub-dimension of Superficial Role play, agree for the subdimension of Deeply Ro
has increasedburnout
professional significantly in personnel
of the recent years. Consumers
working preferwith
face-to-face shopping malls to both
the customer do comfortable
in accommodation shopping in
businesses. Fora short time andthe
this purpose, benefit
personf
sitively affecting the sense of personal achievement.
s using temporally lagged data from a sample of front-line service employees. Results showed that surface acting in customer service enco
an be beneficial for employees, organizations, and customers. Meta-analytical summaries reveal that deep acting (summoning up the appr
t of the work role—is fully on the map in organizational behavior and organizational psychology. As research has accelerated, roadblocks, s
urface acting (i.e., faking one’s felt emotions) and deep acting (i.e., attempting to feel required emotions)—to adhere to emotional expecta
ged as a growth area of study within organizational behavior and customer service research. In this article, we call attention to the human
e displayed that are not truly felt. To explain these deleterious effects of emotional labor, scholars have theorized that emotional labor can
between emotional labor and emotion regulation. I then show the value of emotional labor to emotion regulation, in ways directly raised i
course of customer interactions, with employees continuously monitoring and adjusting their felt and expressed emotions via two emotion
opportunities
ction mediatestothe
leverage the connectivity
relationship of the Internet
between employee to widen
emotional labortheir
and reach beyond
customer their immediately
satisfaction accessible networks
in service interactions. and secure
This research shedsful
emotional intelligence and emotional labor have entered the lexicon of public service. The former refers to the ability to sense and regulat
esistance by illuminating the shared experiences of people of color in elite law schools and the commercial aviation industry. Based on in-d
the emotional abuses of working in a service job and hence their diminished need to manage emotions as compared to women. Extendin
tion-associated constructs, namely, emotion regulation, emotional labor strategies, and burnout were studied within a single framework. In
y roles, such as becoming role models for students, guiding them, teaching them to learn and instilling democratic attitudes and values wit
r strategies of flight attendants (i.e., deep acting, surface acting), job burnout, and work performance. Data were obtained from a survey o
motions create possibilities for authentic relationships between clients and staff. This study examines what eases or counteracts the horse’s
ies, namely, surface acting, deep acting, and expression of naturally felt emotion. Research suggested that each emotional labor strategy re
adonsa among
positivecoaches
effect onduring practices and
job satisfaction. competitions,
In addition, especially inbetween
the relationship communication with
emotional their
labor athletes,(i.e.
strategies thesurface
members of the
acting andopponents, th
deep acting)
tionship between surface and deep acting on organizational outcomes (i.e. job satisfaction and job performance), especially in a collectivist
ificant challenges and changes in the service users' lives. Emotions are thus always at play in social work, but are managed in various ways
oyees plays a critical role in customer satisfaction, both the concepts of emotion in the workplace and service orientation toward customer
diaries for 5 days recording details of interactions with customers and fellow employees in which the emotions the librarians were feeling
eed for most pre-kindergarten through 12th grade (p–12) schools because the new curriculum reform highlights the role of emotion in teac
ntributes to job satisfaction. But the interaction of gender with performance of emotional labor remains a conundrum, and more is known
ent) from the Indian philosophy of Anasakti Yoga to explain the relation between two emotional labor strategies of surface and deep level a
, especially in projects associated with urban nature and outdoor play spaces. Building upon the concept of emotional labor, we critically e
ers. By reviewing the literatures of Chinese and foreign teachers’ emotional labor research, this paper sums up four aspects about teachers
al development and sustainability. Efficacy, hope, optimism, and resilience are the dimensions of positive psychological capital. Emotional
tions. This study is aimed to investigate the impact of positive psychological capital on emotional labor. So a research is conducted with the
t of journalism. During one-on-one interviews, newspaper/online journalists reflected upon their experiences while gathering the news and
y among research on emotional labor, and to look into the evolutionary trends and changing aspects of defining the concept of emotional l
respectively.
oice While
interactions withpositive
clients.emotion
The aimthat employees
of this study wascome to the
to test experience during
relationship job performance
between emotionalprocess
labor andcanjob
easily trigger aand
satisfaction positive non
the inten
tention
and to quit.
burnout No in
levels relation wasInfound
general. between
addition, theand
positive expression of relations
significant naturally were
felt emotions
observedand job satisfaction.
between superficialInbehavior
addition,and
jobemotional
satisfaction si
bur
ted to their burnout levels.
ffers a unique perspective on IT professional work exhaustion by drawing on two theoretical domains: emotional labor and conflict manage
es influences conflict management styles. Furthermore, conflict management styles influence the use of strategies of deep acting and surfa
ed with 152 nurse academicians working at nursing departments of public and private universities in Istanbul. According to the results, the
mers to the internal customers of the organization, and separately reviews the study of subordinates’ emotional labor on supervisors and th
havior (OCB) and the mediation of work engagement in this relationship. A total of 264 teachers in Mainland China were recruited for this
organizational psychology literature. Yet, EI is a relatively new concept among hospitality researchers. Casino Hotels are growing as part of t
ofit through emotional labor. Those who perform emotional labor have low job satisfaction, burnout and give negative influence on their o
personnel officials'
nnaire survey, with emotional displays. Additionally,
every 218 employees we assessed
of service industry the
of Jilin effects of
province as these perceptions
samples, on the
to examine teachers' guanxi
Chinese withemployees’
services personnel officia
psych
study provides valuable theoretical bases and feasible solutions for preventing and controlling staff’s counterproductive work behavior cau
emotional labor, Job Involvement, and psychological capital were examined using hierarchical regression analysis. In addition, whether psyc
voted to emotional labor. Since the first seminal work on emotional labor by Arlie Russell Hochschild, extensive research has been conducte
search on managers
derate the hasbetween
relationship so far been rare (Humphrey
emotional 2012). and
labor strategies Moreover, only limited sabotage
customer-directed research has examined
behaviors. the impact
Survey of emotional
was administered laborDao
twice.
iors than deep acting. Moreover, policy strength has a significant moderating effect between surface acting and customer-directed sabotag
patedoninemotional
rams this study labor.
and theThedata were
study collectedafrom
propounds October
structured andto need
November 2013. The collected data were analyzed using descriptive statis
and enhance job satisfaction.
nce. While media saturation of recent and highly publicized events of police violence against black males has taken center stage, most of th
n to turnover of travel agency workers, and to develop appropriate suggestions in the light of obtained findings. For this aim, a survey is ap
needed
hat if emotional
the teacher labor isdisplayed
candidates to be supported, including
statistically self-care
significant plans, recruiting
discrepancy between for self-awareness,
their emotional biasand performancescores
sub-dimension evaluations that cap
on emotional
and more affectively committed toward their organization, which produced a high level of creativity, those who selected surface acting wer
nal labor as the key antecedent of employee creativity in service organizations, by confirming emotional exhaustion and affective commitm
bor and political skill, finding that they are related. People who possess high levels of political skill and people who perceive high expectatio
sing logical, rational

by depending on thereasoning andexhibiting
theory that expression and by leaving
organizational emotionbehavior
citizenship and personal
mightfeelings
reduceout
theof their work.
negation However,
emotional thisexpenditure
labor ideology overl
mig
elings which appear in the phase of deep entreating according to the norms of organization and the duty, organizational citizenship behavio
ts and EL as intrapsychic processes of surface acting—and examine their relationship with job satisfaction. In a large, occupationally diverse
ement, that is, as a new way in which peopleâ s actions are coordinated in order to achieve collective effects. We address this area but fr
ce of emotional labor, few studies have empirically examined this link. In this article, we investigate the relationship between surface acting
tional exhaustion, and the moderating effect of emotional intelligence in that relationship. There were 430 NCAA Division I coaches who co
EI), affectivity, emotional labor and emotional exhaustion on counterproductive work behavior (CWB) of frontline employees in the govern
ve psychological capital and the influence of positive psychological capital on surface and deep acting. Drawing on the job demands-resour
customer orientation
Agreeableness (CO) and emotional
and neuroticism significantlylabor have become
predicted critical issues
job satisfaction. in the hospitality
Conclusions: Individualindustry. Applying
personality the emotional
traits account laboraspect
for various conce
t their emotional practice through the emotional labor framework. Emotional labor refers to the management of emotional expression in t
anizations—job satisfaction and their public service motivation in using a structural equation model and provides empirical evidence regar
n the public service arena and in a non-Western context. The results of regression analyses from a dataset of 315 frontline employees in Ta
ght services provided by flight attendants. The performance of flight attendants is primarily based on their emotional intelligence (EI). Thus
labor, defined as “service with authority,” in an academic context. Drawing from previous research on display rules and power, tenure and
their workers—report substantial differences in how they can or must perform various emotions, compared with previous work at conventi
E) were found to positively affect the patient-oriented COB. Furthermore, the EPE was found to positively affect the task-oriented COB. In t
ealimportance
organizations
of to work toparticipation
customer promote theforCOB of theirthe
relieving nursing staffs.
negative The results
effects of this emotional
of employee study prove empirically
labor. From a that a relationship
practitioner exists exam
standpoint, amo
tion with their attempts at emotional labor at work and to study how those attempts lead to work engagement. This research also shows th
, 1998a) and emotional labor (Hochschild in The managed heart: commercialization of human feeling. University of California Press, Berkele
monitoring, emotional expressivity, emotional labor, felt leader authenticity, and authentic leadership (AL) within a unique context – West T
lth care into the public sphere with all that entails, including public accountability and performance measurement. In the UK’s long-standin
motional cognition of facial expressions among Chinese and American subjects in an exploratory study. Results indicate that the two cultura
or and individual job performance in the direct selling industry. Participants were 254 salespeople who completed measures of deep acting
mber of online customer service workers. Research on face-to-face service work has shown that these workers are expected to display cert
orea and Japan), both based on an oriental culture. It confirmed that in both countries emotional labor adhered to company restrictions, bu
face acting
vement, reduces engagement,
organizational commitment whereas job resources
and resilience among(expressive
nurses and emotional network
identify the resources
factors affectingand mentorship)
resilience. boost engagement.
Methods/Statistical Mo
Analysis:
ely correlated with job involvement and
isplay deep acting at the highest level, organizational commitment. It was negatively correlated with emotional labor, turnover intention
on the demographic variables. Conclusions and Recommendations: Even though the Turkish version of the ELS revealed good reliability an
ogether and along with that, are demanded, by the management, to interact nicely with customers and colleagues, which at times may lead
ates the relationship between customers’ participation and money spent. In Study I, 30 in-depth interviews were conducted with customer
more likely to suffer ill effects than those who are able to deep act their emotions. The authors argue that what may stand between surface
ology. However,
employee emotional
focused emotionallabor, which
labor) causes
as the mentalof
predictors stress to the
burnout in workers,
the has not been substituted yet. Therefore, we propose a method
onal labor contributed uniquely to the prediction of burnout beyond the job-focused emotional labor. The data were collected from 236 ho
ness has ‘come out of the cloister.’ As an antidote to mindless cognition and behavior, the practice of mindfulness—with its principle of gro
.ntWomen
servers.reported
While the
thatemotional labor of heightened
LFS engagement workers in the service
their senseindustry has been
of demand, studied
burden, extensively,
stress, littlefood
and guilt with attention has beenLow-income
provisioning. paid to the w
d
olars and LFS proponents to acknowledge the fact that women engaged in LFSs are performing significant emotional carework in their food
ng), are they better performers? Drawing on the framework of activation-inhibition regulatory systems and regulatory fit, we propose (a) t
ly associated with perceived customer orientation and perceived service quality. Perceived customer orientation and perceived service qua
eeling and emotion display rules. When managing their emotions in interactions, workers either display emotions they do not actually feel
en explored. Drawing on work-family enrichment theory, this study investigated the mechanism underlying the relationship between emplo
utcomes for entreprenurs, despite the mixed findings. We evaluate the role of emotional labor in influencing this relationship. Through this
he hospitality industry. Although graduates of hospitality training enter the industry with well-developed hard technical skills, their soft skil
red by individuals and their allied responses, little is known about how such individuals manage their emotional responses to these stresso
counters to coworker interactions using temporally lagged data from a sample of frontline service employees. The results show that surface
insight into the role of daily strain in emotional labor and service performance on a day-to-day basis. Strain was taken into account both a
r emotions through emotional labor when engaging in professional practice in elite sport. To address the research aim a semistructured int
d organizational support in the relationship between emotional labor and job performance in the airline service context. A sample of flight
boxing coaches and the training techniques that they use. Studying both the actions and the intentions of boxing coaches offers insights int
ships between the three emotional labor strategies, teacher burnout, and turnover intention among physical education teachers. A total o
mined whether the two types of emotional labor (i.e., surface vs. deep acting) were significantly associated with depressive symptoms and
tworkers is critical
in customer in the
service social welfare
(p = 0.005),” field because
“emotional a highand
disharmony turnover
hurt (prate is directly
< 0.001),” andrelated to the deterioration
“organizational surveillanceofand
service quality.(p
monitoring Of<the m
0.001
Additionally, there was a significant relationship between emotional labor and the experience of workplace violence among the toll collect
dealing with senior customers in their job on daily bases. The sample of the study consisted of (250) employee within the call center depa
emotional labor competencies based on their perceptions. It follows a quantitative research design adopting survey method. Data were col
s between teachers' emotional labor strategies, the emotional job demands of teaching, trust in colleagues, and teacher efficacy. The resul
entered into by participants as equals. Academics enter into and experience professional environments differently according to culture, ge
ork and attachments
ne cabin crews could to twocustomers’
affect often-conflicting role identities:
“true satisfaction” in the caring
a way thatperson and the professional.
other methods, We of
such as the use explore how health
information care employees
technology systems,
ne. The collected data were then quantitatively analyzed. Active cabin crew members reported having a low level of role ambiguity and a h
ty management literature has neglected to investigate its influence on employee commitment and the mediating roles of work-life balance
hic research. We frame our experiences not simply as “confessional tales,” or personalized accounts of how researchers experience their fie
rface acting for the benefit of both coaches and organizations. The results also showed the significant role of emotional intelligence on the
elates these perceptions to employees' emotional labor and customer service performance. Data from a two-point, time-lagged study of 26
diocentrism and allocentrism dimensions. Employees were surveyed using the Individualism-Collectivism Scale (INDCOL), the Emotional La
t of emotional labor developed in Organization studies does not fully capture our findings. Erotic Capital seems more appropriate, yet we c
literature on co-creation of value with the psychological literature on emotional labor. Specifically, to further the notion that service interac
nsequences. As part of service job, Emotional labor means to express emotions while providing services to customers. Its outcome can be
ith a questionnaire survey. It examined the relationship between hotel frontline employees’ emotional labor strategy selection and its relu
er satisfaction. Particularly for the service companies, employees are also required to show emotional labor in the service delivery in additi
ds
made on the carnival
by the metaphor
oncology used
nurses: by Bojelabor,
emotional (2001)emotional
by clarifying the type
conflict, of carnival
empathy, the metaphor
individual describes,effects.
and organizational in this case the sideshow carniva
ipseffect
ate and maintaining
of emotionalcare and is a big
exhaustion. therapeutic
Emotional value
Labor within
Scale, the Health
Mental relationship
Scale between oncology
and Emotional nurses and
Exhaustion patients
Scale and patients'
for teachers are usedrelative
to inv
ffect on mental health respectively. Emotional exhaustion mediates the relationship between emotional labor and mental health. Emotion
e of compassion and caring in serving citizens. This present study investigates the relationship between public service motivation (PSM) an
forms of emotional labor (i.e. surface acting and deep acting), and emotional exhaustion among Korean fitness employees. A total of 217 p
erature. However, the role of mindfulness has yet to receive sufficient attention in the service sector, especially the casino service sector. Th
g job satisfaction and burnout are of increasing importance. One such factor is emotional labor, which is defined as the work of managing o
viors, and turnover intentions. Our primary research question involved whether the relationships of individual deep acting with perceived t
gies influence customer’s perception of salesperson’s trustworthiness and propensity to continue the relationship with the salesperson diff
physicians, which poses a potential threat to the quality of medical care. Although studies have investigated job burnout and emotional lab
zational contexts, relatively little research has focused specifically on supervisors' experiences of emotional labor and turnover. In the prese
s on employee role stress, emotional labor and emotional exhaustion.
ent than to attempt to reduce surface acting and work burnout in clinical nursing settings.
educators. Additionally the role of emotional labor on the relationship of personality and burnout is also investigated. In this model, job bu
ning the people who are working in health care centers. The purpose of this study is to examine the role of emotional labor towards emplo
ors such as excessive emotional labor, workplace mistreatment, and job insecurity. The present study aimed to explore the associations of t
ositive effects in this study. More specifically, when salespeople were forced to fake their feelings, they were more likely to recognize stress
rformance, good image formation and customer relationship development in tourism, as in other service sectors. Behaviors that are define
tions to digital humanities (DH). In this article, we use genre theory, feminist theory, and theories of emotional labor to explore the importa
rmine
and is the reasonswith
associated of the differences.
negative mentalInoutcomes.
the research, mixed
In this researchpaper,
conceptual methods
we including both
address the quantitative
research and when
question: qualitative techniques
les
nonfinancial rewards on the relationships between surface acting and emotional exhaustion and job satisfaction for people in different prof
r in ways that resemble traditional notions of emotional labor. A key element in this shift lies in the coercive nature of feedback mechanism
emotional labor model in which positive display rule perceptions predict emotional exhaustion both directly and indirectly via emotional l
motional labor by combining emotion regulation with work-home resources theories. We hypothesized that overall perceptions of display ru
(a) providing a novel theoretical contribution to explain emotional labor in professionally-challenging situations (b) examining the requirem
ctices and the consequences for the emotional labor of insurance agents in the Jordanian insurance industry. Many work positions require
is a sub-topic of emotional labor, and those at high risk for “Organizational surveillance and monitoring.” For workplace violence, depressi
and teachers’ emotional labor in Turkish high schools. 450 teachers from 11 high schools in İstanbul, Turkey participated in the study. The p
rough their digital media work. In this article I argue that a ‘stoke imperative’ championed by the surf industry necessitates emotional labo
stry. Through this lens, this review documents the current exploration of emotional labor in academia, specifically in communication studie
the specific emotional labor techniques (surface, deep or natural acting). The
ciated with emotional labor. Changes in such variables, such as teachers’ level of burnout and level of education, may improve managemen
tional leadership and abusive supervision influence employees’ proactive customer service performance and service sabotage through emp
ting displays comprise an expression of emotional labor or a manifestation of commercial friendship. The study explored two samples. Fort
ver, they still know little about how positive leadership affects employees’ emotional labor. Building on social information-processing theor
tion's PPCS and agreed that early consultation is ideal. However, they also described that formally consulting PPCS is extremely difficult be
nce leader–member exchange should be established for nurses who are experiencing emotional labor.
oth are central components of teacher identity and practice. However, few researchers have explored the co-constitutive effects of agency
bor may facilitate task effectiveness and self-expression, but it also may prime customer expectations that cannot be met and may trigger e
yed, and emotional dissonance generated by having to express organizationally desired emotions not genuinely felt. Through this framewo
ed in terms of implications of emotional labor for health and practices through which organizations might intervene to minimize its unhealt
sample of service workers responded (N = 358). Analysis revealed two dimensions of emotional labor: emotive effort, a construct never be
nizational communication, the current literature has been limited by inadequate attention to interaction and a focus on retail service. The p
attempt to cope with role demands by performing surface or deep acting and that the effect of this expenditure of resources on worker bu
ocket computersThis
tive outcomes. every 2 hrextends
study at worktheforliterature
2 weeks. byParticipants
examiningcompleted ratingsbetween
the relationship of emotion regulation,
emotional events,
labor expressed
demands and felt
and wages emotions
at the occupa
age rates for jobs high in cognitive demands. Implications of these findings are discussed
rience completed two separate surveys. Respondents were asked to indicate negative affectivity and political skill, and perceived emotiona
esired emotions. The second purpose was to examine dispositional and situational antecedents of surface acting, deep acting, and the expr
ational belutl'iors. Hmt·e1·er. lillie research has in1·e.wigmed th e moderating effects of emotional intelligence. This paper addresses thi.\
yegulation
investigate the influence
strategies of the extent
for supervisor of service
perceptions butemployees' display of In
not self-perceptions. positive emotions
addition, andmaintaining
difficulty the authenticity of their emotional labor di
s correlations with individual differences was investigated. Hypotheses were tested using ecological momentary assessment of a sample of
tseractions with clients, better internal relationships, and superior program performance. This article tests the effects of emotional labor in
of their jobs.
ned among individuals whose jobs are highly ceremonial in nature.
erkofservice workers.
and customer SurfaceThe
services). acting (faking
authors displayed
argue emotions and hiding
that customer-employee personal feelings)
interactions was positi-vely
have distinct associated
characteristics with emotionalinsider
from organizational awar
1) occurs more frequently than insider verbal abuse, particularly for those with higher emotional labor requirements, and (2) predicts emo
sign. We hypothesized that emotional dissonance partly mediated the relationship between psychological strain at the start and at the end
s are significant predictors of hotel service providers’ deep acting and negative display rules are related to service providers’ surface acting.
sions of emotional labor, Chinese college instructors engaged in deep acting the most and surface acting the least; (b) surface acting had d
roxies for emotional resources. Largely consistent with predictions, results indicated that individuals with a high level of emotional resourc
nt) job-related emotional labor are associated with bidirectional measures of work-family conflict and facilitation. Results indicated that su
ed teachers' intent to leave. Seventy-eight teachers from two low-performing, high-poverty, multi-cultural Texas high schools completed me
rvey data from 285 service interactions between employees and customers show that employees' emotional labor strategies of deep and s
among a sample of bank tellers. Turnover data were collected from organizational records 6 months after participants responded to a surve
= 338)
resourcesupported
or response thetomoderating
positive work effect of perceived
experiences. organizational
In addition, support
two helping (POS) on the
occupations emotional
– nurses' labor/outcomes
aides relationships.
and child care workers – werePOS
sama
differentiate workers' emotional labor with different groups of clients (patients/children; family members).
ted in workplace because it related positively to quality of work life and it did not amplify the work-to-family interference.
as the antecedent of emotional labor. Additionally, we had also confirmed the role of quality of work life as an important mediator between
d a questionnaire method to examine 353 Taiwanese flight attendants’ feelings about emotional labor, the status of their emotional exhau
ation hypothesis and facial feedback hypothesis reveal the bipolar perspectives. Recently, several works have examined the moderating var
es has
ch concerning
examinedthethe
relationships betweenincivility;
effects of customer age and specific emotional
of the research labor
that doesstrategies (deepall
exist, virtually acting, surface
of it has acting,
focused andon
solely expressing
employeenaturally-
mental h
Theoretical and practical implications of the findings and future directions are discussed.
oss-sectional field studies, not much is known about the causal direction of relationships between emotional labor, strain, and performanc
gers and challenges police face in the course of their duties. However, police are also subject to a host of institutional and cultural forces th
) or “good faith” deep acting (modifying inner feelings). We draw on the motivational perspective of emotional labor to argue that individu
ublic. The public is a very broad term, and can include any individuals outside the organization to whom the organizational member provid
ensions
we of service
emphasize behaviors
the value (Bowen & Schneider,
of distinguishing 1988;
between the Ryan &facets
different Ployhart,
of EI2003), we showperception,
(i.e., emotion how each perspective can be correct
emotion facilitation, yetunderst
emotion incomp
sociation between age / gender and job satisfaction as well as psychological health. We also examined whether gender would moderate th
und that customer

ic surface mood
acting (BSA) anddid affect employees’
challenged mood(CSA),
surface acting and their
whileemotional labor
three types of perceptions, and that
deep acting could employees’ self-monitoring
be distinguished, modera
basic deep acting (BDA
pitality employees.
g the psychometric properties of the scales, hypotheses were tested using Partial Least Squares structural equation modeling. Results indic
at emotional
es. labor
People in the can status
lower have positive consequences
categories like on organizational success but negative impact on employees' well-being. Within the co
motional
ment tendlabor. The
to use performance
more of emotional
deep acting labor
in work than appears
those to have
with lower jobboth positive and
commitment; negative
3)Job consequences
commitment related the
can moderate to health. Emotiona
relationship bet
motional dissonance affects negatively job performance, commitment and satisfaction. It also proves that individual differences play an im
hip Questionnaire, The Emotional Labour Scale and the Wisdom Development Scale. Significant relationships between servant leadership a
ed on 494 individual correlations drawn from a final sample of 95 independent studies. Results revealed substantial relationships of emotio
pital system, we provided the first empirical evidence that display rules can be represented as shared, unit-level beliefs. Additionally, contro
of gender.Call
turnover. Fifty-eight bus driversfrom
center employees completed twofinancial
two large daily surveys
serviceover a two-weekcompleted
organizations period, producing
an online415 matched
survey aboutsurveys.
their useResults of hierarch
of surface and d
d practical implications are discussed from the perspective of emotional labor theories.
and team efficacy as a critical mediator, yet methodological limitations do exist in the study. Although data were collected from multiple so
ess.
ned the mediating role of emotional labor in the relationship between the big five, emotional exhaustion and organizational citizenship be
emotions may buffer these effects. In a 4-week study with 85 nurses and police officers, emotion recognition moderated the relationship b
study examined how emotional labor [surface acting (SA) and deep acting] and work–family conflict contribute to explaining variance in bu
ed factors are postulated and tested for influence on emotional labor. However, the influence of culture, as a blanket factor, has been over
ployee strain. Emotional labor strategies were related to employee strain, including turnover intentions, job satisfaction, burnout, and men
mployees to manage their emotions and emotional display for profile making. Therefore, teachers should perform emotional labor. Theore
onal labor, which is an important omission given a growing awareness that religion and spirituality are important components of people’s li
uppressing emotional expression facets of emotional labor, as well as emotional exhaustion, job satisfaction, and affective commitment. Th
pective of the sender and the receiver into account. We tested the influence of the perceived display of positive emotions of Dutch trainee
nts. A total of 370 service employees from Canada completed a questionnaire. Hierarchical regression analyses were performed and the si
nicative
earch interaction-exchanges
paradigm, with
in particular. The white
first partcolleagues. Many
of this paper simplya state
presents that they
brief review of feel they are inona the
the literature ‘parade’, beinglabor
emotional judged
of for appearance,
researchers in th
surface acting. Deep acting refers to the modification of inner feeling in order to express the organizationally desired emotions, whereas su
nally desired emotions) is associated with a range of harmful consequences - employee burnout, work withdrawal, turnover intentions, as w
n organizations
study examinedlike
howcall centres. labor
emotional This study aimsacting
[surface to explore thedeep
(SA) and moderating
acting] role
and of cognitive emotion
work–family regulation strategies
conflict contribute on the
to explaining relationsh
variance
h emotional exhaustion and depersonalization. The results also showed that work–family conflict mediated the relationship between emoti
ns when providing care—two interpersonal stressors that are linked to job burnout. Integrating conservation of resources (Hobfoll, 2002) an
hotel employees responding to the firm's display rules (i.e., emotional labor) and experiencing burnout and job satisfaction. Thus, this study
mmediate supervisors reveals how work contexts (supervisory support) affect work events (interactional justice), and thereby influence th
ly-to-work). Further, it is the first attempt to incorporate the emotional labor to burnout link as the mediating process between abuse and
tivity and empathy which is conceptualized as a two-dimensional construct composed of emotional contagion and empathic concern. It als
yees who provided 522 matched daily surveys over a two-week period, employees who were more variable in their use of surface acting re
mework for emotional labor wherein various aspects of emotional labor are understood through the underlying discordance versus congrue
affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout
have
ng andstarted to study this
job satisfaction wasconcept,
observedbut(r=−.39,
empirical studies
p<.001). are still in their
Furthermore, infancy. Focusing
Self-Emotion onwas
Appraisal a particular
negativelytype of motivational
with surface acting (r
enforcement
health sector.
of EL acting strategies that enhance SRP and customer satisfaction.
strategies, EE and SRP as a form of job-related performance simultaneously.
s of the Spillover-Crossover model, we hypothesized that individuals' surface acting at work would spill over to the home domain, and that
otel employees in China. The conclusions obtained by the authors are: (1) Surface acting positively influences emotional exhaustion; deep
rs, to examine how mainstream beauty standards, body-accepting branding, and customers' diverse feeling rules shape service interaction
l labor during customer interactions. The present study examines the linkage between perceived external prestige and emotional labor stra
as challenges facing them. To help buffer the impact of emotional labor on work exhaustion and related outcomes, EMS stakeholders shou
maintained a stronger positive impact than deep acting on work exhaustion. Key demographics for each of the three samples (type of wor
JRS), negative affectivity (NA), emotional exhaustion (EE), and the negative effect of that strain on customer orientation (CO) in the context
ranged in age from 23 years to 56 years, approximately 61% were female, 52% were married and the mean duration of their work was calc
ons. To date, little research has examined emotional labor in library work, even though strong evidence exists to suggest emotional labor is
simulation where
organizational theyeffectively
support acted as insurance
increases sales representatives. The work-sample task required interacting with a confederate acting as a
the positive
development of economy and competition among service providers, management of employees, feelings is considered as a vital aspect in
explores the role of emotion in this context from a critical feminist perspective, drawing on life history data from a study of the learning bio
ffect of job
equisites forfeedback wasrelations
harmonious tested using regression
between analysis
jobs and withlives,
personal a sample of 168
desirable nurses. Results
workforce showed
retention, that neuroticism
and better waschildren
andmo
fa
rk leadership, receive special attention. Guidelines for new organizational designs for emotional labor in child welfare are offered in conclus
chool
ays psychologists
a significant in adopting
mediating emotional
role in labor strategies.
the relationship between APCsample
and OCB.of 120
TheRomanian schoolnot
results provide psychologists completed
only some evidence bythree
whichself-report
the naturesca
o
n a growing interest in the role that emotions play in the workplace (Fisher & Ashkanasy, 2000). Emotional labor is a key component of effe
ffective outcomes have been linked to burnout. Therefore, the current study seeks to investigate the extent to which emotional labor strate
staff
und thatto perform substantial
employee’s positiveemotional
emotionslabor wheninfluenced
positively providing public
serviceservices. These functions—which
quality. Service can include
quality in turn influenced workingdetection
Customer with difficult clien
er detection of employee emotional surface action strategy positively influenced service satisfaction. Based on the analysis results, suggesti
exploited under capitalist firms' surveillance and discipline. Little has been done to explain the multidimensional complexity of emotional la
de advantages
mple for a number
services-dependent
the services sector.economies. However,
The study reveals a lack
that ofexists
there integration of the
a positive andliteratures that explorebetween
a strong correlation the organizatio
the
tional Labor” and have the ability to create a greater impact on the psychological processes experienced by the employees in their respecti
eld, few studies have provided an integrated picture of how individual dispositions, perceived display rules, and emotional labor behaviors
hingsymptoms.
sive satisfaction and their use of two emotional labor strategies, i.e., deep acting and expression of naturally felt emotions, but it is not a s
ngative
striveinfluence
to improve onstressful
emotional work conditions,
exhaustion. develop programs
In addition, emotionalthat ease job-related
exhaustion stress, influence
has a negative and reduce onthe chances that
organizational depressive sympt
commitment, while
ustion. In addition, this study sheds new light on customer service management within the airline industry by examining flight attendants'
ontrolling perspective” of rewards, satisfaction from performing EL may be undermined by financial incentives, but based on a “valuing per
out an emotionally arousing work event with one’s coworkers) can attenuate the residual anger lingering after a taxing service episode. Par
r subordinates'
strategy, inpersonality moderated
turn, affected the above relationships. Using the questionnaire survey method, we collected data from 2
well-being.
lated to emotional labor strategies in other occupations that have different emotional requirements (e.g., negative display rules).
tional labor suggests that performing emotional labor results in both positive and negative effects on individual outcomes, such as job satis
onality traits on their emotional exhaustion in a mediating model which centers around emotional labor. Data were obtained from 798 tea
literature on salespersons' emotions has been largely overlooked. This paper establishes an integrative emotional labor process model to
th respect to airlines in particular. Thus, this study is to include flight attendants' emotional labor in the model and test its mediating effect
permarket
diates the employees.
relationshipResults
between showed that theemotional
empathyand 2 types ofexhaustion
ELS, surfacein acting andItdeep
teachers. acting, were
was assumed thatnegatively
emotionaland positively
labor can takerelated to JS,
two opposit
ring the research process. However, discussion on the management of difficult emotions has occupied a peripheral place within accounts o
ly true within the field of child life. Notwithstanding, retention and performance of health care professionals have emerged as national age
extends almost three and a half decades of emotional labor research into the study of entrepreneurship by proposing an Affective Entrepr
yees in the hospitality industry in India. Data were collected from 204 frontline hotel employees representing different departments. The r
nces. In addition, we offer recommendations to help librarians manage the emotional aspects of work and discuss implications of librarians
own and hidden
mpromising theirfrom customers)
career. influence
On a societal level,emotional labor,
policy makers butreligious
and little research has
scholars examined
may considerthe individual
findings waysdifferences
to promotethat make employee
an enlightened int
customer
his servicesthe
study extends representatives
prior researchfrom cellular services
by examining and of
the effect banking sectors
employee of Islamabad,
emotional Pakistan was
labor strategies purposivelyemotional
on customers’ chosen for this study. aD
experiences
role of frontline employee creativity in the relationships between frontline employee’s emotional labor strategies and the two aspects of c
practicalof
strategy implications
service it
creativity and emotion
is negatively affected management in service
by surface acting. industry.
However, there are two gaps in the literature. The first gap is the
eration. Findings indicate that emotional labor strategies impact customer buying
dings further reveal the tendency for community members’ use of technology features decisions and those
in stylizing theirrelationships are mediated
posts to induce by in
mindfulness custom
esired to make use of emotions of employees as well and they are desired and expected to keep customer satisfaction at maximum level. A
Jam, Mostafa Khomeini, payambar, Sarem and sherkate naft. 67 percent of the respondents were women and the rest of them were men.
ons for 29 instructors. Situated by the work of Acker, Jaggar, and Hochschild, we find contradictory themes of perceived instructional bias a
spill over to life outside of work, even though a large body of literature examining the spillover from work life to home life indicates that wo
ministered to 338 family-style restaurant employees. The results showed that employees’ emotional labor was positively associated with em
a qualitative research method, this exploratory study reveals four situational and organizational factors that affect employees’ type of EL str
s of emotional labor generated in a Western culture may not apply in other cultures.
fitability, the topic has not been a major topic in hospitality research. Thus, this study aims to, provide answers to the questions “Why do h
er than what one is feeling. This, in turn, helps to prevent decreased job engagement. Third, ethical leadership does not affect the relations
al labor (EL) during instruction remains unclear. Thirty-nine German secondary teachers were surveyed about their EE (trait), and via the ex
nt in the care of vulnerable infants and families. The nature of this labor was contextualized within complex personal, professional, and org
the potential additive and interactive effects of job resources, namely job control, social support, and rewards. In the sample of 208 public
(emotional labor). Deep acting should enhance the positive relationship between prosocial motivation and performance, while surface acti
ofessional identity with the purpose of professional efficacy, it is not clear yet what are the motivational bases of this engagement. We asse
k is called emotional labor, which is a relatively new area of research in teaching. The main aim of this research was to investigate the type o
vice, can prompt employees to express feelings and emotions that are not genuine. Such ‘surface acting' has been found to create stress in
hace
EI. acting and deep acting, forms of emotional labor, on burnout, and the current study additionally showed support for applying COR the
tional labor and job-related well-being (i.e., work engagement, emotional exhaustion, depersonalization). Specifically, based on a social fun
acting is positively related to challenge stress; and hindrance stress mediates the relationship between surface acting and creativity.
on stress by practices
rganizational classifyingasdifferent kindsperception
employees’ of job stress caused by different
of organizational cognitive
support appraisals
is related of surfacing
to the way acting
they express andemotions
their deep acting, andcustom
during reveal
s an important antecedent of emotional labor. Further, the study contributes by exploring the mediation effect of organizational identificati
tisfaction. This type of emotional labor, called surface acting, is often necessary in public service work. In an effort to identify ways to reduc
149; health = 121), whose ages averaged 33.04 (SD = 7.86). Results of the hierarchical multiple regression revealed that job stress did not p
s,
redhotels
in tipas a service providing firms must be able to manage the emotions of employees in order to increase the quality of services and to
size).
ignificant for employees who were less engaged in emotional labor strategies. LMX moderated the relationship between NA and tips such
vestigate the relationship between emotion and activism in order to better understand the potential for using blogs as part of a sustainable
n) on the relationship between emotional intelligence and emotional labor. The results showed that the use of emotion (UOE) had the large
es in India hardly have a presence and just about 1% of studies have been researched empirically. This study tries to corroborate the emoti
companies ininTurkey.
ysmenorrhea The person-Job
call center fit scale,
workers were the organizational
1.88 (95% commitment
confidence interval scale andand
[CI], 1.07–3.28) the1.72
emotional
(95% CI,labor scale were
1.13–2.63), administered.
respectively. Res
The adju
een emotional labor and dysmenorrhea, are needed to support interventions to prevent dysmenorrhea that will further promote the quali
e same associations were seen among the female workers (emotional disharmony: OR=6.91, 95% CI=2.93-16.33; emotional effort: OR=2.2
e helpful for the prevention of fatigue.
artment in two public hospitals in China, respectively. Problem scenarios may cause nurses’ emotional dissonance, and nurses may respon
ve/negative display rules. Less is known about how public employees are affected by the frequency, attentiveness, and variety of emotional
fining the concept of emotional labor. For this, it gropes for methods for reducing conceptual ambiguity. Further, it arranges the concept of
atistics (mean, standard deviation, etc.) and
he innovative job performance and deep acting; there is a positive and significant relationship between the natural feelings and task perfor
labor are explained and a framework of response levels is presented with strategies targeted to each response level: incident, training, sup
nation of the concepts “positive psychology” and “capital”. This study was aimed at an exploration of whether preschool teachers’ emotion
dary school teachers is developed. Research results: exploratory factor analysis shows that teacher’s emotional labor involves three dimens
onals, and do females report higher job satisfaction? Surface acting involves displaying emotions that are not felt, for example, an EMS prof
ences in scale scores were practically or clinically trivial. However, the results also showed that for all EMS respondents, as surface acting in
tional labor on software quality. Accordingly, in this paper we examine the relationships among emotional intelligence labor and software q
s, the confirmatory factor analysis of which was conducted by Basım and Begenirbaş, has been used as data collection tool following the
the subdimension of Deeply Role Play and agree and absolutely agree for the sub-dimension of Natural Emotions.
ping
ses. in
Fora short time andthe
this purpose, benefit from working
personnel the social
infacilities
the 5-starthere. Employees,
hotels who
and holiday are obliged
villages to behave
in Manavgat, to the
Antalya consumers
were in target
set as the the way the com
population
acting in customer service encounters is positively and deep acting is negatively related to employees ego depletion which, in turn, is positi
acting (summoning up the appropriate feelings one wants to display) generally has positive outcomes. Unlike surface acting (faking emotio
h has accelerated, roadblocks, such as fuzzy construct conceptualizations, assumed but untested processes, and methodological stagnation
—to adhere to emotional expectations of their jobs. To date, researchers largely have considered how each strategy functions to predict outc
we call attention to the human costs of “service with a smile” requirements with little benefits. We first review the evidence showing that
orized that emotional labor can put high demands on self-control and diminishes limited regulatory resources. On the basis of this notion,
gulation, in ways directly raised in Gross's target article. Specifically, emotional labor research provides evidence for the “real-world relevan
essed emotions via two emotion regulation strategies: surface acting and deep acting. Despite dynamic theory on the topic, empirical tests
ccessible networks
nteractions. and secure
This research shedsfunds forthe
light on a wide variety
crucial role of
of projects.
employeeUsing a survey ofthat
job satisfaction crowdfunding project founders
can be an important in the culture
consideration industrie
to boost servic
o the ability to sense and regulate one’s own emotions as well as to sense others’ emotional state, while the latter refers to the exercise of e
l aviation industry. Based on in-depth qualitative data combined from two individual studies, we illustrate the processes by which white ins
s compared to women. Extending this concept, the current study examines how gender operates not merely to shield men from emotional
ied within a single framework. In particular, it was hypothesized that English as a foreign language teachers’ emotion regulation and emoti
mocratic attitudes and values within them. In addition, teachers should be in collaboration with the school administration, colleagues, paren
a were obtained from a survey of 230 flight attendants of a global airline company in South Korea. The results show that the emotional labo
eases or counteracts the horse’s capacity to facilitate relationships perceived by humans to be authentic. Video recordings of the human-ho
each emotional labor strategy relates differently to various health and job outcomes, such as burnout and job satisfaction. These findings a
.esurface
members of the
acting andopponents, theand
deep acting) referees, the media,was
job performance and significantly
other stakeholders.
mediatedToby
manage and express
job satisfaction. thesePOS
Finally, emotions appropriately,
significantly moderatedcoac
th
mance), especially in a collectivist society (i.e. South Korea). In addition, this study also confirmed the important role of POS based on the no
ut are managed in various ways by the professional. In an explorative qualitative case study at two Danish social services departments, we
ice orientation toward customers have attracted a great deal of interest in the hospitality industry. However, although the two concepts ha
tions the librarians were feeling were in contrast with the emotional expressions they believe their organization desires. Participants report
lights the role of emotion in teaching. A total of 703 primary and high school teachers in Mainland China were investigated regarding their
conundrum, and more is known about the U.S. context than other cultures. To sort through this in a Confucian culture, we investigate how
egies of surface and deep level acting and burnout for accredited social health activists (ASHA workers or ASHAs).Emotional labor and burn
f emotional labor, we critically explore how children become enrolled in such initiatives. Specifically, we focus on the emotional geographie
up four aspects about teachers’ emotional labor: the definition of the concept of emotional labor, teacher’s emotional display rules, teach
psychological capital. Emotional labor is defined by Hochschild as control of self emotions at work by workers who have a high degree of co
a research is conducted with the aim of exploring the relationship between the sub-dimensions of psychological capital and emotional labo
ces while gathering the news and agreed they do indeed engage in emotional labor, suppressing impulses of sympathy, pity and guilt to ach
fining the concept of emotional labor. In addition, in existing studies, deep acting and surface acting are highly related to a positive outcom
canjob
nd easily trigger aand
satisfaction positive non-tasktobehavior
the intention such
quit. The as OCB,role
mediating negative
of jobemotion thatinemployees
satisfaction experience
the relationship through
between excessive
emotional workload
labor and theor u
inte
on.
cialInbehavior
addition,and
jobemotional
satisfaction significantly
burnout mediated the relationship
and desensitization; between
emotional labor emotional
and deep laborand
behaviors anddesensitization;
the intention toand
quit.feeling of personal
tional labor and conflict management. Emotional labor theory is concerned with employee’s display of emotion in the workplace while con
rategies of deep acting and surface acting which have differential relationships with work exhaustion.
bul. According to the results, the mean score of the scale was 3.01±0.51 in total, 1.68±0.69 in superficial acting dimension, 2.86±1.24 in dee
onal labor on supervisors and the study of supervisors’ emotional labor on subordinates. Finally, the paper identifies several future researc
nd China were recruited for this study. Bivariate correlation showed that both deep acting and the expression of naturally felt emotion wer
no Hotels are growing as part of the hospitality industry in the world. In the Asia-Pacific region, Macau has become the largest gaming desti
ive negative influence on their organizations. Therefore, this study set stress coping strategy and social support as moderating variables, gr
ers' guanxi
inese withemployees’
services personnel officials. Participants
psychological capital were 165 personnel
influence officials andwork
on counterproductive 490 teachers
behavior,from Taiwanese
and explore thepublic elementary
mediation role of and junio
emotiona
terproductive work behavior caused by psychological capital timely and effectively.
nalysis. In addition, whether psychological capital exerted a mediating effect on Job Involvement was investigated. The results show that “d
nsive research has been conducted to understand the nature, consequences, and antecedents of emotional labor. The conceptualizations o
the impact
rvey of emotional
was administered laborData
twice. on job
wasperformance (Duke
collected from 788et al. 2009) and
employees whosuch
workpaucity is aggravated
in service if we consider
industry. Hierarchical samplesanalyses
regression from China. Co
g and customer-directed sabotage, and social sharing of emotion has an important mediated effect between deep acting and customerdire
analyzed using descriptive statistics, Pearson’s correlation coefficients, and stepwise multiple regression analysis. Significant positive correl
as taken center stage, most of these analyses have focused on “riots” and “protests” without much consideration of the emotional and cog
dings. For this aim, a survey is applied to travel agency workers which is one of the emotional laborintensive jobs. According to the results o
erformance evaluations
dimension scores that capture
on emotional labormore than a standard
and progressivizm, set of knowledge,
existentializm, skills, and abilities.
reconstructionizm The paperscores
sub-dimension focuses
on on the experience
emotional of e
labor depen
who selected surface acting were shown to suffer more emotional exhaustion and have less affective commitment, which generated a low
xhaustion and affective commitment as the motivational mechanisms through which emotional labor strategies influence service employee
ple who perceive high expectations to express positive emotions at work are likely to make efforts to internalize their display of positive em
ork. However,
emotional this
labor ideology overlooks
expenditure the fact
might create. As that lawyers
a result, who work
a significant in settings
positive that feature
correlation highorganizational
between client contact citizenship
often laborbehavior
under very
andemo
em
rganizational citizenship behavior has a positive impact. In other words; it can be said that organizational citizenship behavior affects the fu
In a large, occupationally diverse sample, results indicate that occupational EL requirements are positively related to job satisfaction, wher
ects. We address this area but from a different perspective â that of the labor practices involved in taking crowd work as a form of work
tionship between surface acting and absenteeism and the moderating role of surface acting self-efficacy. Drawing on resource perspective
NCAA Division I coaches who completed questionnaires measuring affectivity, the forms of emotional labor, emotional exhaustion, and em
ontline employees in the government sector. A questionnaire was designed and distributed to 625 frontline employees working at service c
wing on the job demands-resources (JD-R) model and the literature on positive work environment, the indirect effects of perceived distribu
plying the emotional
traits account laboraspects
for various conceptoftowork
Donavan and his associates’ 2004 study about the relationship between CO and job satisfaction, this
he impact of emotional labor (i.e., surface acting and deep acting) on service employees’ emotional exhaustion. However, the empirical exa
ment of emotional expression in the workplace. Specifically, the study sought to (a) deconstruct the stressors these special educators percei
rovides empirical evidence regarding what contributes to job satisfaction or burnout in these workers. Among several latent variables, this s
of 315 frontline employees in Taiwan support the concept that different forms of emotional labor have distinct patterns of relationship wit
emotional intelligence (EI). Thus, airlines endeavor to recruit flight attendants with high EI and also conduct continuous EI training even aft
lay rules and power, tenure and gender were hypothesized to influence the extent to which college faculty labored to provide “service with
d with previous work at conventional, hierarchical organizations. First, some emotions not allowed in conventional workplaces are fully per
affect the task-oriented COB. In terms of the moderating effect of JI, JI was found to relate positively to the EPE, patient-oriented COB, and t
ally
m a that a relationship
practitioner exists examining
standpoint, among EL, the
COB, and JI in nurses.
relationship betweenThiscustomer
study contributes to the
participation andrelated literature,
emotional labor enhances
importance of ho
given t
ment. This research also shows that understanding how service employees’ CO moderates the effects of customer participation on beneficia
ersity of California Press, Berkeley, 1983) have been theoretically discussed, empirical research on their relation is lacking. We examined th
within a unique context – West Texas Baptist congregations. Using a sample of 40 Baptist pastors, we employed survey research methods a
rement. In the UK’s long-standing national healthcare system, revelations of several years of neglect and poor oversight at one hospital mig
ults indicate that the two cultural groups interpreted smiling and direct eye-gaze similarly. Although a smiling face elicited positive emotion
mpleted measures of deep acting, surface acting, adaptive selling behavior, and job performance. The analysis results showed that salesper
kers are expected to display certain emotions in the course of their work, a phenomenon known as emotional labor. However, little is know
hered to company restrictions, but the research identified differences between Korean and Japanese salespersons in terms of their emotion
ntorship) boost engagement.
ce. Methods/Statistical Moreover,
Analysis:The the resultswere
participants suggest that thewithin
382 nurses commercialization of human
five years of clinical feelings
career still remains
who had an important
a registered topican
nurses license fo
otional labor, turnover intention and burnout. The variables significantly affected by resilience were emotional labor (F = 17.30, p<.001), job
ELS revealed good reliability and validity in the samples, the psychometric properties of the screening tool should be confirmed in further
leagues, which at times may leads them to pretend positive emotions and feelings; hence suffer emotional labor. Emotional labor is a new
were conducted with customers to examine participation during shopping as well as customers’ awareness of their service employees’ be
what may stand between surface and deep acting is workers’ ability to claim the kind of socially valued role that makes their enactment of e
Therefore, we propose a method called emotional cyborg that substitutes human-emotional representation with the use of attachable dev
data were collected from 236 hospitality management students in a southern university in Turkey. Employee-focused emotional labor cont
fulness—with its principle of grounding attention in the present moment—has been shown to have powerful and positive effects at both t
attention
ood has beenLow-income
provisioning. paid to the women,
differingemployed
audienceswomen,
and demands
youngerof restaurant
women, and servers
women in the
withfront- andwere
children backstages and the
more likely ways these
to report spac
negative
emotional carework in their food provisioning. This research also confirms that considering intersectionality can be important to understan
d regulatory fit, we propose (a) that deep acting represents an activation-oriented regulation strategy and surface acting, an inhibition-orie
tation and perceived service quality were also found to influence customer loyalty intention. The implications of the findings for
motions they do not actually feel or try to make themselves feel an expected emotion. To manage feelings, individuals may use cognitive, bo
the relationship between employees’ emotional labor at work and their spouses’ perceived family quality by focusing on the mediating rol
g this relationship. Through this study we also respond to the call for understanding the role of emotional regulation in entrepreneurial pro
ard technical skills, their soft skills are often underdeveloped. Soft skills make up a significant portion of emotional labor competencies, a c
tional responses to these stressors or the consequences of such behaviors. This article presents novel findings from two studies examining t
es. The results show that surface acting in customer service encounters is positively, and deep acting is negatively, related to ego depletion
n was taken into account both as an antecedent (at the start of the work shift), and as a consequence (at the end of the work shift) of emo
esearch aim a semistructured interview design was adopted. Specifically, eighteen professional sport medicine and science staff provided in
ervice context. A sample of flight attendants working for one major airline company in South Korea participated in this study. The flight atte
boxing coaches offers insights into the increasingly rare experience of adult male mentorship for low-income young men of color. Data for th
cal education teachers. A total of 613 high-school physical education teachers from 47 states across the United States completed online qu
d with depressive symptoms and work-related musculoskeletal disorders in call center workers. A cross-sectional study was conducted with
ation
llanceofand
service quality.(p
monitoring Of<the manyamong
0.001)” factorsthe
affecting turnover of
sub-categories intention, thislabor
emotional research
werefocuses on emotional
significantly high and labor and organizational
indicated “at-risk” levels trust.
of em
e violence among the toll collectors.
oyee within the call center department in the three major telecommunication companies in Jordan. After distributing the questionnaire of
g survey method. Data were collected from 266 teachers working in Siirt Province, Turkey. The results show that teachers have high levels
s, and teacher efficacy. The results from a sample of 1115 Hong Kong primary school teachers showed that surface acting played a dysfuncti
fferently according to culture, gender, race, ethnicity, class, and more. This paper considers from a philosophical perspective entering and in
plore how health
nformation care employees
technology systems, dointerpret
not. personal grief related to patient death, drawing on interviews with 12 health care aides and 13 n
w level of role ambiguity and a high level of overall job performance, but also reported high emotional exhaustion. As results, if the cabin c
diating roles of work-life balance perception and job satisfaction. Referring to emotional labor theory, this paper examines these interconn
researchers experience their fieldwork, but as part of critical methodology itself. We identify three strategies for transforming our emotion
of emotional intelligence on the health-detrimental strategy of surface acting and the health-beneficial strategy of deep acting and genuine
wo-point, time-lagged study of 263 employees and 690 customers reveal that both P–J and P–O fit relate positively to deep acting and nega
cale (INDCOL), the Emotional Labor Scale and the Maslach Burnout Inventory. Filipino employees reported significantly greater allocentrism
ems more appropriate, yet we challenge its emancipatory tale digging into the lived experiences of Dominican resort workers.
er the notion that service interactions are actively influenced by customers as well as employees, a gap in the literature is filled with the ap
customers. Its outcome can be beneficial for customers, employees and organizations, thatâ€™s why airlines want attendants to smile and
or strategy selection and its reluctant variables (antecedents and consequences). Results indicate that the frequency of using deep acting i
or in the service delivery in addition to their physical performance based on the fact that customer satisfaction is directly related to the emo
in this case the sideshow carnival. The sideshow carnival metaphor helps to explain how emotional labor can be used to avoid situations o
effects.
nd patients
Scale and patients'
for teachers are usedrelatives. More astudies
to investigate surveyare
of needed to be
710 college conducted
teachers at the oncology
in Shandong departments
province. The resultswhere the use
college teacher islab
ap
bor and mental health. Emotional exhaustion fully mediates the relationship between surface acting and mental health and the relationsh
blic service motivation (PSM) and customer service behavior, and the mediating role of emotional labor (i.e., emotional regulation strategie
ness employees. A total of 217 participants completed the questionnaires measuring their level of emotional intelligence, surface acting, d
ially the casino service sector. The objective of the current study is to examine whether casino frontline employees’ perceptions of surface
fined as the work of managing one’s emotions and emotional expressions so as to align to the expectations of the job or profession. In this
dual deep acting with perceived team support and extra-role behaviors were conditional on the level of peer deep acting in the team. The p
tionship with the salesperson differently. Specifically, not all dimensions of salesperson’s EI is found to be positive, and only salesperson’s au
d job burnout and emotional labor among physicians, empirical research on the association between job burnout, emotional labor, and cli
labor and turnover. In the present study, supervisors' levels of communication are posited to affect the interactive relation between expre
vestigated. In this model, job burnout (exhaustion, depersonalization and lack of personal accomplishment) is a dependent variable; person
emotional labor towards employees’ burnout with concentrating on the mediating role of job stress. Present study tried to explore the de
d to explore the associations of these stressors with depressive symptoms among women sales workers at a clothing shopping mall in Kore
e more likely to recognize stress or burnout due to emotional dissonance between what they really felt and what they had to express to co
ectors. Behaviors that are defined as emotional labor, sometimes the structure of the organization, sometimes the demographic character
onal labor to explore the importance of discourse mediation and affective labor to DH and the interplay between these areas and academic
and when
tion: qualitative techniques
less used. The population
detrimental of the
to employee study wasWe
well-being? comprised of 280
investigate howteachers
rewards(266 for as
as well quantitative,
for qualitative
of d
ction for people in different professions. Our research provides multiple avenues for future research.
e nature of feedback mechanisms which condition both providers and consumers to perform emotional labor during service encounters. U
tly and indirectly via emotional labor strategies, i.e., deep acting and surface acting. The results reveal that psychological capital moderates
t overall perceptions of display rules relate positively to daily deep and surface acting. Daily surface acting was expected to relate positively
tions (b) examining the requirements for SMSs to enact emotional labor as part of their professional role and (c) building upon other innov
ry. Many work positions require employees to demonstrate enthusiastic responses to customers, partners, or directors; however, these req
For workplace violence, depressive symptoms were high for the group at high risk for the “experience of psychological and sexual violence f
y participated in the study. The participants were asked to fill in the Leadership Function Scale and Emotional Labor Scale during the study.
stry necessitates emotional labour. Stoke is surf vernacular for a clustering of feeling thrilled, joyful, pleased, happy, optimistic, excited and
cifically in communication studies. While a paucity of literature on this topic exists, I explore how a neoliberal agenda creates an expectatio
ation, may improve management of emotions in teaching and improve their well-being.
nd service sabotage through employees’ emotional labor strategies toward customers. Moreover, this study examines whether perceived su
tudy explored two samples. Forty structured in-depth interviews were conducted, 20 with hospitality employees and 20 with customers, el
cial information-processing theory, we examine whether and how a servant leadership style influences employees’ emotional labor. Using a
ng PPCS is extremely difficult because of what the PPCS symbolizes to families and the emotional labor that the provider must manage in i
co-constitutive effects of agency and emotion for language teachers or the role of emotion labor in producing emotional rewards. This artic
cannot be met and may trigger emotive dissonance and self-alienation. However, following social identity theory, we argue that some effec
uinely felt. Through this framework, the article then presents a series of propositions about the organizational-, job-, and individual-level ch
ntervene to minimize its unhealthful consequences among employees. We also attempt to reconcile the findings with some of the related
otive effort, a construct never before identified in the emotional labor literature; and emotive dissonance, an acknowledged dimension tha
d a focus on retail service. The present study extends this body of literature by casting emotional labor as cultural performance and by app
diture of resources on worker burnout depends on the more immediate rewards of the service encounter and the application of internal an
nts, expressed
mands and felt
and wages emotions,
at the well-being,
occupational and performance
level. Theories onthe
describing 537expected
occasions and completed
effects questionnaires containing individual and o
of job demands
cal skill, and perceived emotional labor at time one. Job-induced tension and political behavior were gathered two months later. Results ind
acting, deep acting, and the expression of naturally felt emotions. Results supported a three-dimensional structure separating deep acting,
ence. This paper addresses thi.\· gap in th e literature by in vestigating th e moderating effect of em otional intelligence tilt th e emotional
ticity of their emotional labor display on customers' emotional states and, subsequently, on customers' assessments of the service interacti
ntary assessment of a sample of cheerleading instructors. Results suggest that surface actors can regulate emotions effectively on an episo
he effects of emotional labor in a bureaucratic workforce over time. Multiple regression results show that organizations with more women
associated
istics with emotionalinsider
from organizational awareness. Emotional
interactions, and intelligence
provide twodid not add
studies to the prediction
to compare of va-riance
the frequency in emotional
and strain of verbal labor
abusebeyond situatio
from customer
uirements, and (2) predicts emotional exhaustion over and above insider verbal abuse, regardless of emotional labor requirements. The au
strain at the start and at the end of a work shift. We also tested the mediating role of emotional dissonance between emotional job deman
service providers’ surface acting. Employees ohigh in neuroticism are more likely to fake their emotional expressions (surface acting) when
he least; (b) surface acting had deleterious effects on teacher burnout and satisfaction, but deep acting and authenticity had positive effect
high level of emotional resources (indicated by high emotional intelligence) are more likely than others to deep act, and individuals with c
itation. Results indicated that surface acting was related positively with time-, strain-, and behavior-based work-family conflict and was ass
Texas high schools completed measures of emotional exhaustion, emotive dissonance, emotive effort, communication symmetry and inten
nal labor strategies of deep and surface acting differentially influence customers' service evaluations and that customers' accuracy in detecti
participants responded to a survey that measured emotional labor strategies, emotional exhaustion, and turnover intentions. Results show
or/outcomes relationships.
nd child care workers – werePOS attenuated
sampled, the negative
and thus, effects
the findings mayof not
the generalize
emotional tolabor/job satisfaction
other types and emotional labor/performance r
of occupations.
ily interference.
an important mediator between emotional labor-work-to-family interference.
status of their emotional exhaustion, and the relationship between emotional labor and emotional exhaustion. The research results indica
ve examined the moderating variables affecting the relationship between emotional labor and its consequences in order to solve symptom
acting, andon
sed solely expressing
employeenaturally-felt
mental health emotions).
outcomes.Consistent withstudy
The present our expectations,
was designedwe found that
to replicate age wasresearch
previous positively related
linking to the use
customer of de
incivility
nal labor, strain, and performance. Goal of the present study was therefore to test the direction of effects in a two-wave longitudinal panel
nstitutional and cultural forces that are likely to contribute to burnout. This study examines the variety of ways self-processes, societal and
onal labor to argue that individual differences in customer orientation will directly and indirectly relate to these acting strategies in respons
he organizational member provides a service such as restaurant patrons (e.g., servers), the community (e.g.,
ective can be correct
on facilitation, yetunderstanding,
emotion incomplete in its
andassumptions. We aim to
emotion regulation, asshow how Salovey,
in Mayer, future research in either
& Caruso’s camp
[2000], should more
four-branch specifically
EI model). Doingconsi
so re
ether gender would moderate the association between age and emotional labor strategies. Correlation results showed that age was related
ployees’
nguished,self-monitoring moderated
basic deep acting the relationship
(BDA), perspective takingbetween customer
deep acting mood
(PTDA) and employees’
and positive emotional
refocus deep actinglabor perception. Additionally, wh
(PRDA).
equation modeling. Results indicated that (a) emotional intelligence was positively related to deep acting and satisfaction with life and neg
oyees' well-being. Within the context of the Malaysian hotel industry, this paper discusses the concept and consequences of emotional lab
nces related the
n moderate to health. Emotional
relationship laborsurface
between through dissonance
acting created by surface
and depersonalization. Theacting and/or the
relationship will effort required
be strong whilefor
commitment a sa
is high,
individual differences play an important role as pre-requisites of emotional labor, thus mediating the effect of emotional dissonance on lev
ps between servant leadership and both wisdom development and emotional labor were found. Regression analyses indicated that servant
bstantial relationships of emotion–rule dissonance and surface acting with indicators of impaired well-being (ρs between .39 and .48) and
level beliefs. Additionally, controlling for the influence of dispositional affectivity, individual-level display rule perceptions, and emotion reg
ched surveys.
about their useResults of hierarchical
of surface linear models
and deep acting. revealed were
Their responses that affective
matchedstates worsened when
with supervisors' employees
ratings of overallengaged in surfaceand
job performance acting but
organiz
were collected from multiple sources to avoid common method variance, the design was cross-sectional, which limits the authors' ability t
and organizational citizenship behaviors. Using structural equation modeling it was found that emotionally unstable individuals tended to s
on moderated the relationship between emotional labor and work engagement: Workers with high emotion recognition engaging in emoti
bute to explaining variance in burnout (emotional exhaustion and depersonalization). In a sample of 102 married, female Malay teachers, w
s a blanket factor, has been overlooked thus far. The aim of this study is to measure the complex relationships between emotional labor an
b satisfaction, burnout, and mental well-being in the expected directions. POS moderated these relationships such that POS was related to
perform emotional labor. Theoretically, performing emotional labor will generate emotional dissonance. In this sense, if teaching involves e
ortant components of people’s lives that continue to inform their feelings, thoughts, and behaviors while at work. Accordingly, we review th
n, and affective commitment. The sample of 598 included 71 instructors, 177 assistant professors, 168 associate professors, and 182 profes
itive emotions of Dutch trainee police officers (N = 80) during an interaction with offenders on perceived authenticity and perceived perfor
lyses were performed and the significance of indirect effects was computed using bias-corrected bootstrap 95% confidence intervals. Resu
e’, beinglabor
otional judgedof for appearance,
researchers personal
in the decorum,The
social sciences. communication skills,
second part of this and emotion
paper management
discusses in addition
a doctoral research to investigates
that productivity.the
Theemotio
objecti
lly desired emotions, whereas surface acting refers to the change of emotional expression without facilitating the change of inner emotion
hdrawal, turnover intentions, as well as decreased employee health, job satisfaction, and performance. Results suggest the extent to which
ation
bute strategies on the
to explaining relationship of emotional labor with employee self esteem when the customers are in two basic moods i.e. angry an
variance
the relationship between emotional labor and burnout. However, no moderation effect of work–family on the SA–burnout relationship wa
n of resources (Hobfoll, 2002) and ego depletion (Muraven & Baumeister, 2000) theories, we propose that this creates a resource loss spira
job satisfaction. Thus, this study investigated direct and indirect effects of employees’ EI on two different forms of emotional labor (i.e., em
ustice), and thereby influence the affective (negative emotions), attitudinal (job satisfaction), and behavioral (emotional labor, service quali
ting process between abuse and conflict. Using a sample of 328 individuals working fulltime we examined both the direct relationship of ab
ion and empathic concern. It also examines the impact of emotional labor on job satisfaction and exhaustion. The results confirmed a two-
e in their use of surface acting reported lower levels of job satisfaction and higher levels of work withdrawal. Self-monitoring was positively
ying discordance versus congruence in felt versus displayed emotions. Meta-analytic results from 109 independent studies (total N = 36,61
but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additi
pe of motivational
with surface servicep<.01).
acting (r=−.20, motivation (PSM), this
Self-Emotion article assesses
Appraisal was foundhow PSM and its
to influence jobthree dimensions
satisfaction both (attraction
policy makth
er to the home domain, and that surface acting at home, in turn, would reduce individuals' levels of well-being. Moreover, we predicted cro
ces emotional exhaustion; deep acting negatively influences emotional exhaustion; automatic emotional regulation, however, has little sign
g rules shape service interactions. Despite branding that promoted prideful appreciation for “Real” bodies, the influence of these body-acc
prestige and emotional labor strategies among the pharmaceutical representatives in India. Drawing from the social comparison theory and
utcomes, EMS stakeholders should consider facilitating mentor and/or peer support group programs to enhance the development of strong
f the three samples (type of work, community size, gender) indicate representativeness to previous cohort samples of nationally certified E
er orientation (CO) in the context of the emotional labor (EL) of frontline employees in the hotel industry. Data were collected from self-adm
n duration of their work was calculated as 8.33±6.65 years. No statistically significant difference was found in the emotional labor and burn
sts to suggest emotional labor is a key component of many library jobs. Research on emotional labor shows that there can be positive and
g with a confederate acting as a customer. Departing from previous emotional labor research, we examined display rule explicitness and su
is considered as a vital aspect in providing services to customers and influences organizational out comes. Thus service organization, based
from a study of the learning biographies of more than 100 adults across the United Kingdom. The discussion is informed by analyses of da
t neuroticism
tter waschildren
andmore withWhat’s
families. surfacemore,
acting, and less with
specialized both deepforacting
interventions andemotional
positive job feedback;
laborjob feedbacka fully
key component in rt
ild welfare are offered in conclusion.
completed
evidence bythree
whichself-report
the naturescales
of PCon emotional
affects labor.
OCB but alsoResults showedframework
a theoretical participants
foradopt a distinct
investigating thestrategy when
mediating regulating
role of ELS in negative emo
the relations
labor is a key component of effective job performance, job satisfaction and employee well-being. Arlie Russell Hochschild, in her book “Th
t to which emotional labor strategies result in burnout for employees who work in direct sales. The study was conducted using a survey me
clude
ed workingdetection
Customer with difficult clients, performing thankless regulatory tasks, and helping people cope with personal or community disasters—
d on the analysis results, suggestions are proposed to provide reference for human resource management and use in relative fields.
sional complexity of emotional labor manifested in the helping professions, which must maintain long-term, close relationships with clients
ures correlation
rong that explorebetween
the organization-customer
the interface impedes scholars and managers’ understanding of how to influence salespeople beh
y the employees in their respective workplaces.
, and emotional labor behaviors shape employee outcomes. To clarify and compare results across this growing body of literature, a quantit
lly felt emotions, but it is not a significant predictor of surface acting. Among the three emotional labor strategies, only expression of natur
e chances that
rganizational depressive symptoms
commitment, will occur. commitment has a negative influence on turnover intention. Furthermore, POS moderated
while organizational
by examining flight attendants' emotional labor, particularly interactions with POS.
ves, but based on a “valuing perspective” of rewards, the relationship should be enhanced. We contribute to the literatures on EL and perf
fter a taxing service episode. Participants assumed the role of customer service representatives for a fictitious technical support hotline an
method, we collected data from 210 employees in China. The results of hierarchical regression showed that abusive supervision related pos
negative display rules).
dual outcomes, such as job satisfaction and job burnout. Since affective events are prevalent in library work and evidence suggests positive
ata were obtained from 798 teachers working in primary and high schools in Ankara and Eskisehir. According to the findings of hierarchical
motional labor process model to better understand the emotional component of the sales force in a retail context. Specifically, the paper ex
odel and test its mediating effect between internal marketing and customer-oriented behavior. This study treats two measures of internal m
vely and
tional positively
labor can takerelated to JS, respectively.
two opposite In general, job induction
directions (positivemood characteristics were found
and negative moodto induction).
moderate the relationship
Thus, between
the additional ELSthe
aim of and JS.
study
eripheral place within accounts of research practice. With rare exceptions, the focus of published accounts is concentrated on the analysis o
als have emerged as national agenda items, and hospital administrators are routinely asked to increase performance, reduce turnover, and
y proposing an Affective Entrepreneurial Events Model. Building on organizational behavior research and recent, relevant entrepreneurship
ting different departments. The results of the study demonstrate that surface acting is positively related with emotional exhaustion and tur
discuss implications of librarianship's changing emotional demands.
ysdifferences
to promotethat make employees
an enlightened more or less
interpretation responsive
of religious to theseand
principles display
theirrules.
genderThe present study
egalitarian draws
practices to on concepts
alleviate the from the control
contextual th
emotion
urposively chosen for

tomers’ emotional this study. and
experiences Deepactual
actingcustomer
and surface acting was
purchasing measured
decisions. Datathrough Emotional
were collected Labor
from 294Scale (Brotheridge andpairs
employee-customer Lee from
Journal
re
ategies and the two aspects of customer service performance. Based on the data of 424 employee–supervisor dyads in China, the empirica
the literature. The first gap is the impact of emotional labor strategy on actual buying decisions (rather than attitudes). The second gap invo
tionships are mediated
sts to induce mindfulness by in
customer cooperation.
satisfaction at maximum level. Although emotion is abstract and very personal under normal conditions, today it has become almost a con
and the rest of them were men. In this study emotional labor is measured by two dimensions: surface acting and deep acting. This two dim
of perceived instructional bias and the value of diversity lessons. Student evaluations result in systematic disadvantage for minority instruc
ife to home life indicates that work experiences influence employees after they leave the workplace. Accordingly, we examined the influen
was positively associated with emotional dissonance, job stress, and turnover intent. However, employees’ emotional dissonance did not ha
t affect employees’ type of EL strategy: (1) the manager–employee relationship; (2) the job's physical demands (3) the quality of EL training
wers to the questions “Why do hospitality employees engage in service sabotage, behaviors?” and “What can hospitality organizations do t
ship does not affect the relationship between authentic emotive expression and job engagement. The sample surveyed are government em
out their EE (trait), and via the experience sampling method on their momentary (state; N = 794) emotional experiences (enjoyment, anxiet
x personal, professional, and organizational layers of demand on the emotions of NICU nurses. Coping strategies included talking with the s
ards. In the sample of 208 public service workers, regression results revealed that display rules that require expression of positive emotions
performance, while surface acting should dampen this relationship. Using a field sample of 214 grocery clerks and supervisor ratings of in
ses of this engagement. We assessed specific emotional regulation strategies adopted in the workplace, the intrinsic/extrinsic motivation fo
arch was to investigate the type of emotional labor strategies Turkish primary school teachers often use and whether emotional labor is a p
as been found to create stress in frontline personnel, but an understanding of how this negative aspect of emotional labor may be minimize
ed support for applying COR theory to naturally felt emotions, a third form of emotional labor. We argued that naturally felt emotions wou
pecifically, based on a social functional account of emotion, we hypothesized that surface acting entails the risk of social disapproval and th
face acting and creativity.
ting
ss andemotions
their deep acting, andcustomer
during revealinginteractions.
the role of hindrance stress
The finding as study
of the psychological
suggestsmechanism through
that on what which surface
the organizations acting
to motivate em
ffect of organizational identification on the relationship between POS and different forms of emotional labor.
n effort to identify ways to reduce the harmful effects of emotional labor for workers, this research further specifies the relationship betwe
evealed that job stress did not predict turnover intention. However, emotional labor increased employees’ turnover intention. Emotional in
se the quality of services and to create value for customers. Controlling emotions of employees also contribute to gain competitive advant
nship between NA and tips such that NA was positively related to tips for employees with a high quality LMX relationship but was negatively
ing blogs as part of a sustainable social movement, as well as to theorize the kind of labor that activism can entail. This study is based on in
e of emotion (UOE) had the largest effect on surface acting during emotional labor, and self-emotion appraisal (SEA) had the largest effect o
dy tries to corroborate the emotional labour and its consequential impact on employee related outcomes in the Indian context as confirme
or scale were
.13–2.63), administered.
respectively. Results revealed
The adjusted that aircrew
OR of emotive effort members whodissonance
and emotive have high for
person-job fit should
dysmenorrhea act less
in sales while were
1.71 their CI,
cust0
at will further promote the quality of health and life of working women.
16.33; emotional effort: OR=2.28, 95% CI=1.00-5.16).
sonance, and nurses may respond with deep action or surface action. In contrast, death-related scenarios may cause emotional excess and
veness, and variety of emotional display, and by emotional dissonance. A survey of local government employees in South Korea is used to a
rther, it arranges the concept of emotional labor; and examines and reviews comparatively the currents of the existing studies and looks fo
e natural feelings and task performance, contextual performance and innovative job performance.
nse level: incident, training, supervision, human resources, and organizational culture. The strategies offer library managers some ideas for
her preschool teachers’ emotional labor is influenced by their psychological capital, and whether their psychological capital is gradually lost
onal labor involves three dimensions including surface acting, active deep acting and passive deep acting; the questionnaire has good reliab
ot felt, for example, an EMS professional who “puts on” a sympathetic face for a patient’s problem but she/he is actually irritated. Thus, su
respondents, as surface acting increased, job satisfaction decreased. Conclusion: Very small, non-meaningful differences in female versus m
intelligence labor and software quality in terms of operational effectiveness, flexibility and responsiveness, using survey data from 62 softw
a collection tool following the

motions.
e consumers
were in target
set as the the way the company
population wants
of the them
study. to the
Upon do, often spend
obtained intensive emotional
permissions, 456 peopleeffort because
working companies
face-to-face withbuy
thethe emotions
customer the e
in vario
depletion which, in turn, is positively associated with employees interpersonally harmful behavior toward coworkers. Hence, ego depletion
ike surface acting (faking emotions), deep acting does not harm employee well-being, and deep acting is positively related with job satisfac
s, and methodological stagnation, have emerged. To provide direction to new scholars and suggestions to seasoned emotional labor resear
strategy functions to predict outcomes in isolation. However, this variable-centered perspective ignores the possibility that there are subpo
view the evidence showing that requiring positive emotions from employees induces dissonance and depleted resources, which hinders ta
ces. On the basis of this notion, we examined 2 moderators of the daily emotional labor process, namely day-specific sleep quality and ind
ence for the “real-world relevance” of emotion regulation and provides answers to questions about the individual, social, and contextual m
eory on the topic, empirical tests have largely ignored within-episode variability in emotional labor, relying on assessments of emotional la
founders
ant in the culture
consideration industries,
to boost we explored
service quality the relationship
and customer between
satisfaction certain social
by facilitating and psychological
employee characteristics and attitudes tow
emotional labor.
e latter refers to the exercise of emotive skills to get the job done. This study examines how emotional intelligence mediates emotional lab
the processes by which white institutional spaces create a complex environment where people of color must navigate racial narratives, ideo
ly to shield men from emotional labor on the job but to also shape the relationship between emotional labor and job satisfaction. Using su
s’ emotion regulation and emotional labor strategies influence teacher burnout. The results yielded via structural equation modeling subst
administration, colleagues, parents and other stakeholders for effective teaching and learning. While fulfilling these roles, teachers should
ults show that the emotional labor strategy performed by flight attendants plays an important role in mediating emotional display rules. Em
ideo recordings of the human-horse interactions of three staff members and four female self-harming clients aged 15–21 years in a residen
job satisfaction. These findings and the conclusions drawn are predicated on compartmentalized treatment of the three strategies. A funda
ese emotions
y, POS appropriately,
significantly moderatedcoaches need to perform
the relationship betweenemotional
surface labor.
actingWith a view
and job to examining
satisfaction, theasdynamic
as well nature ofbetween
the relationship sports coaching wo
deep actin
rtant role of POS based on the norm of reciprocity between an organization and its members.
social services departments, we identified three types of emotional labor: (1) when the social worker shuts off emotions both during and a
er, although the two concepts have strong theoretical relevance to one another, research about what emotional factors affect employee ser
ation desires. Participants reported 83 events, which were analyzed by type of event, interaction partner, feelings and behaviors that were
were investigated regarding their perceptions of school climate, emotional labor strategy and emotional exhaustion via questionnaires. The
cian culture, we investigate how gender moderates the relationship between emotional labor, job satisfaction, and turnover intent. The stu
ASHAs).Emotional labor and burnout are widely associated with jobs that involve high customer interaction. Community health workers wh
cus on the emotional geographies underlining children's participation, including the emotions children exhibit invest, experience and produ
r’s emotional display rules, teachers’ emotional labor strategies and the antecedents and the consequences of teachers’ emotional labor an
ers who have a high degree of contact with coworkers within the organization or with external clients, so as to create an expression, voice o
ogical capital and emotional labour.
of sympathy, pity and guilt to achieve ‘objectivity’ and to avoid being overwhelmed by their feelings. However, our findings show that with
hly related to a positive outcome variable and a negative outcome variable, respectively. It was confirmed that for employees
through excessive
een emotional workload
labor and theor unfair treatment
intention can
to quit was easilywith
tested induce
the aStructural
negative behavior
Equation like CWB.
Model. TheThe two management
respondents behaviors
were 348 of emotio
health workers in
ention to quit.
itization; and feeling of personal achievement and suppressing real feelings.
otion in the workplace while conflict management theory addresses one’s preferred style when conflict arises. This study identifies links be
ting dimension, 2.86±1.24 in deep acting dimension, and 4.49±0.55 in expression of naturally-felt emotions dimension. Nurse academician
identifies several future research directions, including the measurement of emotional labor between supervisors and subordinates, the re
on of naturally felt emotion were positively related to the two dimensions of OCB, namely, OCB toward the individual (OCBI) and OCB towa
become the largest gaming destination in the world. It has recently come to be known as ‘Asia’s Las Vegas’. This study investigated the role
port as moderating variables, grasped what influences emotional labor had on burnout, and grasped whether the stress coping strategy an
e thepublic
ese elementary
mediation role of and junior high
emotional laborschools.
(surfaceResults indicated
and deep acting)that
andthe
thetype of emotional
moderating role ofacting performed
leaders’ by intelligence.
emotional personnel officials was sig
The results sh
tigated. The results show that “deep acting exerted” the strongest influence on Job Involvement in preschool teachers and that high psycho
l labor. The conceptualizations of emotional labor have shifted from job-centered characteristics and expectations to person-centered intra
consider
chical samplesanalyses
regression from China. Considering these gaps in the literature, this study has three research questions. First, do employees at differ
en deep acting and customerdirected sabotage. Results suggested that surface acting and deep acting strategy take effects in different ways
nalysis. Significant positive correlation was found among verbal abuse, emotional labor, and clinical practice stress; verbal abuse accounted
eration of the emotional and cognitive costs to communities and people of color. In contrast to mainstream notions that policing violence i
e jobs. According to the results of this research, emotional labor behaviors of travel agency workers influence job burnout negatively and t
r focuses
scores on on the experience
emotional of emergency
labor depending responders,
on their who work
gender (p<.05); in extreme
between their conditions that
self-efficacy, demandlabor
emotional extensive emotional labor.
and educational Propositio
beliefs scores d
mitment, which generated a low level of creativity. Customer service personnel behaving creatively resulted in superior official job perform
egies influence service employee creativity, and by suggesting the value of employee creativity.
nalize their display of positive emotions through deep acting. People who perceive high expectations to suppress negative emotions at wor
ntact often laborbehavior

onal citizenship under very
andemotionally charged
emotional labor hascircumstances.
been found. ToAs a result,
put it morelawyers must
explicitly; theuse emotional
employees labor to cope
exhibiting with theircitizenship
organizational own feeli
itizenship behavior affects the function of emotional regulation in a positive way. At this point; it can be possible to regulate and manage th
related to job satisfaction, whereas surface acting is negatively related to job satisfaction. Additionally, occupational EL requirements have
ng crowd work as a form of work. Using empirical materials from a study of ride-sharing, we draw inspiration from studies of the immateria
Drawing on resource perspectives, we argue and show that when valued resources are threatened or lost as a result of surface acting, empl
r, emotional exhaustion, and emotional intelligence, which were modified to fit the coaching context. The result indicated that positive affe
e employees working at service counters in 25 ministries in Malaysia. We received responses from 519 employees (response rate = 83%). T
irect effects of perceived distributive and procedural justice on surface and deep acting through service employees' psychological capital w
een CO and job satisfaction, this study aimed to demonstrate how the relationship is established in hospitality. Drawing on person–job fit th
tion. However, the empirical examination of the mechanisms underlying this association is largely missing from prior research. Drawing on
s these special educators perceived, (b) understand how they use emotional labor, and (c) discern how this theory might inform special ed
ong several latent variables, this study confirmed that false face significantly decreases the job satisfaction of social worker and is positively
tinct patterns of relationship with job satisfaction. Furthermore, self-efficacy mediates the positive effect of emotional labor and alleviates
ct continuous EI training even after their recruitment. To meet the demand of excellent flight attendants, a number of universities and colle
labored to provide “service with authority” when interacting with entitled students. Survey results revealed that faculty low in power (unt
entional workplaces are fully permitted at worker cooperatives, including negative emotions, like anger, but also positive emotions, like ent
EPE, patient-oriented COB, and task-oriented COB. In addition, higher values of JI were found to weaken the relationship between the SNE
e,
or enhances
importance of hospital
given and nursing
the benefits administrators
and costs withmanaging
associated with regard tocustomer
EL and COB, and offers aThus,
participation. reference for hospital
managers managers
should magnify th
tomer participation on beneficial deep acting and on destructive surface acting is important in that emotional labor is a potential driver of
ation is lacking. We examined the relations between the two constructs as well as their relations with teachers’ discrete emotions in a sam
oyed survey research methods and correlational analyses to explore the focal relationships. Our results revealed that self-monitoring is pos
oor oversight at one hospital might have contributed to nearly 1,200 deaths. The resulting Francis Report cited, among many factors, undu
ng face elicited positive emotional affective responses from both cultural groups, smiling alone was not sufficient to stimulate more positive
ysis results showed that salespersons' deep acting was positively related to adaptive selling behavior and job performance, whereas salespe
nal labor. However, little is known about emotional communication among online customer service workers. We explored emotional labor
ersons in terms of their emotional labor. However, it verified that both Korean and Japanese salespersons experience exhaustion as a resu
till
ad remains an important
a registered topicand
nurses license for service
involvedproviders to consider
at the Hospital during
Nurses service interactions
Association’s nationwidebecause its program.
education presence Aaffects frontline
total of service em
382 questionnair
nal labor (F = 17.30, p<.001), job involvement (F = 21.53, p<.001), organizational commitment (F = 28.11, p<.001) and burnout (F = 77.85, p
l should be confirmed in further studies. Using a qualitative research design, relatively low surface acting among school administrators mig
labor. Emotional labor is a new concept in business research. It is said to be a product of the rapid growth of service industry. It is proven
ss of their service employees’ behaviors. The interviews revealed two types of customer participation: emotional engagement and physical
that makes their enactment of emotional display rules seem consistent with that role. The authors draw on observations and interviews w
n with the use of attachable devices. In this study, we used AgencyGlass, a device that substitutes the function of human eyes. We conduc
ee-focused emotional labor contributed uniquely to the prediction only for emotional exhaustion dimension of burnout beyond the jobfocu
ful and positive effects at both the individual and the collective level and in fields as wide-ranging as medicine, schooling, prison programs
ckstages and the
e more likely ways these
to report spaces
negative and performances
feelings arefood
connected with racialized and classed. Relying on organizational materials, face-to-face interview
provisioning.
y can be important to understanding the sphere of consumption in agrifood studies.
surface acting, an inhibition-oriented regulation strategy; (b) that these strategies have separate pathways to desirable performance (i.e., aff
ons of the findings for
individuals may use cognitive, bodily, and expressive techniques. Frontline service occupations involve high levels of emotional labor. Gend
by focusing on the mediating role of employees’ emotional labor at home and the moderating role of work-to-family positive spillover. Resu
regulation in entrepreneurial process (Cardon, Foo, Shepherd, & Wiklund, 2012) by looking at the moderating role of emotional labor enga
motional labor competencies, a concept inherent in service industries. Consequently, it is beneficial for graduates of food and beverage prac
ngs from two studies examining the moderating role that emotional labor plays in the relationship between the frequency of organizational
gatively, related to ego depletion. Employees’ ego depletion, in turn, is positively associated with their interpersonally harmful behavior tow
he end of the work shift) of emotional labor (surface acting, deep acting) and emotional dissonance. The participants were 53 Dutch police
cine and science staff provided interviews. The sample comprised sport and exercise psychologists (n=6), strength and conditioning coache
ated in this study. The flight attendants’ official job performance data were provided by the airline company. For data analyses, a series of h
e young men of color. Data for this article come from a 13-month ethnographic study of a South Los Angeles boxing gym and in-depth inter
nited States completed online questionnaires that measured the proposed variables. The goodness-of-fit statistics indicated that the structu
tional study was conducted with 274 workers recruited from a call center in Seoul, South Korea. In adjusted regression models, levels of sur
dl labor and organizational
indicated “at-risk” levels trust. The former
of emotional laborcharacterizes
in those whosocial workers’workplace
experienced tasks in that they arewhereas
violence, regularly in contact
they with service
were “normal” clients. Surf
of emotional lab
distributing the questionnaire of the study; (231) questionnaires were properly filled for statistical analysis. The results of the study showed
w that teachers have high levels of positive psychological capital (all self-efficacy, optimism, trust, extraversion, and hope dimensions) and t
surface acting played a dysfunctional role, but deep acting and expression of naturally felt emotion facilitated teacher efficacy. Trust in coll
phical perspective entering and initiating culturally into academic conferences as a woman. It discusses theories of gender and emotional la
ith 12 health care aides and 13 nurses. Data were analyzed collaboratively using an interpretively embedded thematic coding approach and
austion. As results, if the cabin crew understand the emotional mechanisms with intentionality, then the eventual negative effects can be c
paper examines these interconnections by conducting a three-phase empirical study in the hotel industry. Results of the first study reveal t
ies for transforming our emotional labor into an analytic tool: contextualizing emotions, using emotions to unmask power in the research p
ategy of deep acting and genuine expression.
ositively to deep acting and negatively to surface acting, in accordance with an emotional labor perspective. In addition, P–J and P–O fit are
significantly greater allocentrism and idiocentrism than the Australian sample, presenting a distinctive cultural pattern and highlighting da
ican resort workers.

the literature is filled with the application of the emotional labor framework to the customer perspective. This is done using qualitative met
nes want attendants to smile and act friendly and hospitals want nurses to show concern and compassion towards their clients or customer
frequency of using deep acting is higher than surface acting among hotel frontline employees. Surface acting shows significant difference i
tion is directly related to the emotions displayed by employees. Canalizing employees to perform emotional labor is an important issue. He
an be used to avoid situations of administrative evil that have been partially caused by the separation of mind/body of public servants ope
swhere the use
college teacher islabor is most intense.
a profession required high level of emotional labor, the most frequently used strategy is automatic acting and
mental health and the relationship between automatic acting and mental health. Emotional exhaustion partially mediates the relationship b
e., emotional regulation strategies comprising ‘deep acting’ and ‘surface acting’). Using survey data obtained from 165 service workers in th
nal intelligence, surface acting, deep acting, and emotional exhaustion. The results indicated that emotional intelligence had a positive imp
mployees’ perceptions of surface acting mediate the relationship between mindfulness and emotional exhaustion and to investigate the mo
s of the job or profession. In this study, practitioners (N = 192) were surveyed regarding their work experiences, recognition of display rules
er deep acting in the team. The possibilities were explored in two field studies. Study 1 sampled 195 students in 47 project teams multiple
ositive, and only salesperson’s authentic (deep) emotional strategies are found to influence customer outcomes positively.
urnout, emotional labor, and clinical performance is lacking. This study investigated the effects of job burnout and emotional labor on clini
eractive relation between expressing genuine emotions and engaging in surface acting because the interactive relation is expected to be m
) is a dependent variable; personality (extraversion, neuroticism, agreeableness, openness to experience and conscientiousness) is an inde
ent study tried to explore the degree to which the emotional labor tactics result in burnout for representatives who directly deal with patie
a clothing shopping mall in Korea. A cross sectional study was conducted on 583 women who consist of clothing sales workers and manual
d what they had to express to comply with organizational regulations.
mes the demographic characteristics of the person, and the effects of the social structure play an important role in the emergence of differ
tween these areas and academic structural inequality. By claiming our expertise and making explicit work that is often not visible, we can a
lr as
quantitative,
for qualitative dimensions)
of display who workthe
rules moderate in Siirt city center.
associations Because
between of theacting
surface difficulties to reach the target population, time lim
and emotional
bor during service encounters. Using survey data from 207 sharing economy consumers in the US, we show how different facets of the fee
psychological capital moderates the direct and indirect relationships between positive display rule perceptions and emotional exhaustion.
was expected to relate positively to exhaustion and negatively to flow during work and consequently, to a higher need for recovery at the e
nd (c) building upon other innovative and rigorous forms of data representation that might be used as a pedagogical tool for reflection wit
or directors; however, these required responses occasionally or frequently negate the actual sentiments of employees. Enthusiastic work r
ychological and sexual violence from supervisors and coworkers.” In this way, management of emotional disharmony, a sub-factor of emoti
nal Labor Scale during the study. The data was analyzed with descriptive statistical techniques including arithmetical mean, standard deviati
d, happy, optimistic, excited and satisfied. The surf industry manufactures and commodifies stoke to profit from it. Emotional labour is ofte
eral agenda creates an expectation for communication faculty to perform emotional labor (and how this expectation is greater compared w
y examines whether perceived supervisor power can activate or inhibit the aforementioned trickle-down processes. The present study colle
oyees and 20 with customers, eliciting their respective views of flirting during bar interactions. Findings suggest that flirting derives from m
ployees’ emotional labor. Using a sample of 305 employees in 81 work units of 25 subcorporations at a food company in China, we find tha
t the provider must manage in introducing them. Interventions to encourage the early initiation of palliative care in this population may be
ing emotional rewards. This article addresses these underexplored components of language teaching through reporting on the findings of
heory, we argue that some effects of emotional labor are moderated by one's social and personal identities and that emotional labor stimu
nal-, job-, and individual-level characteristics that are antecedents of each of these four dimensions. Frequency of emotional display, attenti
ndings with some of the related research in psychology suggesting that some forms of required efference may have salutary physiological c
an acknowledged dimension that is further validated by this study. Several viable antecedent constructs of emotional labor also were identi
cultural performance and by applying the concept to a human service organization. A naturalistic study of caregiving communication provid
nd the application of internal and external resources specific to the needs at hand. This model is tested and confirmed using cross-sectiona
aires containing individual and organizational measures. Multilevel analyses supported many aspects of the model but indicated that it has
red two months later. Results indicated that negative affectivity and political skill were significantly related to employee perceived emotion
tructure separating deep acting, surface acting, and the expression of naturally felt emotions. In addition, the dispositional and situational
l intelligence tilt th e emotional labor and bumout relationship. Results support significant direct relationships of both emotional labor and
sessments of the service interaction and their relationship with the service provider. To test the study hypotheses, 223 consumers participa
emotions effectively on an episode-to-episode basis but find the episode more difficult. In addition, surface actors exhibit more general ten
organizations with more women at the street level have higher overall organizational performance. Additionally, emotional labor contribute
nemotional
of verbal labor
abusebeyond situationalsupervisors
from customers, demands, nor
anddid it moderate
coworkers. the relationship
Furthermore, between
they assess si-tuational
whether demands
customer verbal and emotional
abuse is only a labor.
criticalThu
iss
onal labor requirements. The authors conclude that better integration of customer aggression and insider aggression research is needed.
e between emotional job demands and psychological strain at the end of a work shift. Results of structural equation modeling analyses sho
pressions (surface acting) when dealing with guests and those high in extraversion are more likely to try hard to invoke the appropriate em
d authenticity had positive effects; (c) the three dimensions of emotional labor differed in magnitude as predictors of teacher burnout and
deep act, and individuals with comparatively low emotional resources (indicated by high negative affectivity) are more likely than others to
work-family conflict and was associated negatively with work-to-family facilitation. Emotional enhancement was linked negatively to time-b
munication symmetry and intent to leave. Results indicated that emotive dissonance and communication symmetry were significant predic
at customers' accuracy in detecting employees' strategies can intensify this impact. We also investigate the potential moderating effects of
urnover intentions. Results showed that turnover intentions mediated the relationship between deep acting and actual turnover. Additiona
emotional labor/performance relationships. Implications of these results, strengths and limitations of the current study, and directions for
ons.
stion. The research results indicate that: 1) while the degree of emotional labor operating on female flight attendants is on the medium to
ences in order to solve symptoms that can frequently be found. However, there has been little study to verify empirically the moderating ro
ositively related
earch linking to the use
customer of deep
incivility acting
to the and theexhaustion
emotional expression dimension
of naturally-felt emotions,
of burnout andexpand
and to negatively related to
on previous surfacebyacting.
research Further,
examining thewe
n a two-wave longitudinal panel study using a sample of 151 trainee teachers. Longitudinal lagged effects were tested using structural equa
ways self-processes, societal and institutional policing values, and demands for emotional presentation on police officers interact to produce
hese acting strategies in response to display rules. With a survey of more than 500 working adults in customer contact positions, and contr
.,
mp should more
our-branch specifically
EI model). Doingconsider these
so reveals the dimensions to help of
critical importance to the
explain whenregulation
emotion interactions with
facet as the public are
a mediator of motivating andeffects
other EI facet beneficial ve
on job
ults showed that age was related to the use of deep acting and the expression of naturally felt emotions. Furthermore, results showed tha
abor perception. Additionally, when customers were in a good mood, employees’ emotional labor perception was negatively related to em
and satisfaction with life and negatively to psychological distress; (b) deep acting was positively related to work-family conflict and psycholo
d consequences of emotional labor and how important it is for organizations to acknowledge their workers' emotional contribution to the o
uired
whilefor
commitment a stressor
is high, and willfor
be service sector
weak while jobemployees thatismay
commitment low.negatively impact psychological, behavioral and physical wel
t of emotional dissonance on levels of job performance, job satisfaction and intention to quit. When it comes to individual differences as an
n analyses indicated that servant leadership explained 29.3% of the variance in wisdom development and 5.0% of the variance in emotiona
ng (ρs between .39 and .48) and job attitudes (ρs between −.24 and −.40) and a small negative relationship with performance outcomes (ρs
ule perceptions, and emotion regulation, we found that unit-level display rules are associated with individual-level job satisfaction. We also
es
rallengaged in surfaceand
job performance acting but improved
organizational when they
turnover engaged
records in deep
obtained acting.later.
9 months Surface acting
Results was positively
indicate associated
that surface acting iswith workrelated
directly withdraw
to e
which limits the authors' ability to make robust inferences of causality.
unstable individuals tended to surface act and this was associated with increased emotional exhaustion. In contrast, agreeable and extrave
on recognition engaging in emotional labor did not report lower work engagement after 4 weeks, whereas those with low emotion recogniti
married, female Malay teachers, with at least one child living at home, results showed that SA was positively associated with emotional exh
ips between emotional labor and a few of its antecedents and outcomes, including those previously measured and those missed such as c
ps such that POS was related to more positive outcomes for employees who engaged in deep acting but exacerbated negative outcomes fo
this sense, if teaching involves emotional labor, teaching should be per se unpleasant, frustrating, and even alienating. However, many stu
t work. Accordingly, we review the literature on emotional labor and develop a series of research questions that focus on issues such as the
ciate professors, and 182 professors. A path analysis was conducted testing two models of emotional labor. Results supported a model ind
uthenticity and perceived performance success, incorporating the senders’ emotion regulation technique (i.e., deep acting and surface acti
p 95% confidence intervals. Results revealed that: (a) indirect effects were almost absent in the prediction of emotional exhaustion, (b) surf
dition to investigates
rch that productivity.the
Theemotional
objective labor
of thisofarticle is tostudents,
doctoral describeexamining
these women’s experiences
two questions: in line
First, whywith promotiontoopportunities.
is it important For them
study the emotional la
ting the change of inner emotional state. The authors examined the moderating role of emotional intelligence dimensions (self-emotional a
ults suggest the extent to which dissonance exists between felt and expressed emotions moderates the degree to which EL incurs harmful
in two basic moods i.e. angry and happy. The study was done in an experimental setting. The results of the study indicate that the impact o
the SA–burnout relationship was found. The results are discussed with respect to the general literature on the stress–strain relation and w
this creates a resource loss spiral that can be slowed by the presence of a “climate of authenticity” among one's coworkers. We describe th
orms of emotional labor (i.e., emotional effort: EE; emotional dissonance: ED): burnout and job satisfaction. Data were collected from 309
al (emotional labor, service quality, and voluntary turnover) reactions of hotel service employees. The results show that (1) supervisory sup
both the direct relationship of abuse with conflict as well as the indirect relationship through surface acting (emotional labor) and burnout.
on. The results confirmed a two-dimensional structure of emotional labor, emotive dissonance, and emotive effort. Hospitality employees
al. Self-monitoring was positively associated with both the level and variability of surface acting, and the effects of surface acting variability
pendent studies (total N = 36,619) demonstrate that discordant emotional labor states are associated with a range of harmful consequence
atively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and
ensions
on both (attraction
policy making, commitment
through to public
surface acting, whileinterest, and effect
this indirect compassion) affect twobycommon
was moderated emotional
gender. Apart fromlabor activitiesrole,
its mediating (surfac
su
eing. Moreover, we predicted crossover of experiences lived at home between the members of the couple. Participants filled in a diary boo
egulation, however, has little significance on emotional exhaustion. (2) Emotional exhaustion positively influences turnover intention. (3) Em
the influence of these body-accepting discourses was constrained by women's internalization of mainstream fat stigma, resulting in an env
he social comparison theory and social identity theory, the study shows that perceived external prestige influences employees’ emotional
hance the development of stronger camaraderie in different EMS-based organizations (e.g. hospitals, fire services).
samples of nationally certified EMS professionals.
ata were collected from self-administrated questionnaires distributed among frontline employees in room and F&B divisions in Korean delu
in the emotional labor and burnout variables from the results of the analysis according to gender. The highest relationship obtained in the
s that there can be positive and negative effects on individuals such as job satisfaction and job burnout. Research also shows that the nega
d display rule explicitness and subjective performance in a controlled setting. We found that extraversion negatively predicted surface actin
Thus service organization, based on the results of the present study, would be able to identify and manage feeling and emotions of their em
on is informed by analyses of data from interviews with Patricia (39) among a cohort of 30 participants who were interviewed as part of th
ob feedbacka fully
key component in relationship between
the prevention systemneuroticism
for STS. and deep acting. Implications and directions for future research and prac
gy when
iating regulating
role of ELS in negative emotions.
the relationship Factor PC
between analysis revealed
and OCB. that genuine
In addition, actinghave
the results andimportant
surface acting loadimplications
practical the same bipolar factor. Results
for training, motiva
ssell Hochschild, in her book “The Managed Heart”, first coined the term emotional labor to refer to “the management of feeling to create
was conducted using a survey method of 107 bank tellers. The results confirmed the fact that expressing organizationally desired emotions
ersonal or community disasters—are common in public services. We expect the public servants who deliver such services to be both profe
and use in relative fields.
m, close relationships with clients; involves subtle emotional management; and has emancipation-facilitating implications. This comparative
ow to influence salespeople behavior in order to achieve valued organizational outcomes. Thus, in an attempt to inform current theory and
wing body of literature, a quantitative review was developed, along with a theoretically derived path diagram of key emotional labor constr
ategies, only expression of naturally felt emotion significantly influences teaching satisfaction. These findings could be explained by differe
n. Furthermore, POS moderated the relationship between deep acting or surface acting and emotional exhaustion.
to the literatures on EL and performance-contingent rewards with a “full-cycle” inquiry of this question conducted with (a) a field survey o
ous technical support hotline and encountered either neutral or difficult service interactions. After fielding three easy or three difficult calls
abusive supervision related positively to surface acting (regulating facial expression) but negatively to deep acting (regulating inner feeling
k and evidence suggests positive outcomes from emotional labor can be fostered, the ways emotional labor is performed in libraries should
ng to the findings of hierarchical regression analysis, neuroticism and extraversion were found to significantly affect emotional exhaustion
ontext. Specifically, the paper examines the impact of emotional labor and emotional exhaustion in relation to job satisfaction and organiza
reats two measures of internal marketing as antecedent variables and treats surface acting and deep acting in emotional labor as mediator
ationship between
the additional aim ofELSthe
and JS. was to analyze the mediating roleof mood regulation strategies in the relationship between empathy and e
study
is concentrated on the analysis of the emotional phenomena that emerge during the collection of primary research data. Hence, there is a
formance, reduce turnover, and increase patient-care quality. Although human health care professionals are asked to support these initiati
ecent, relevant entrepreneurship models, this conceptual model establishes four areas of understanding. First, we propose a method by wh
h emotional exhaustion and turnover intentions and negatively related to affective organizational commitment. Moreover, deep acting wa
on concepts
alleviate the from the control
contextual theory
emotional model
labor of emotional
experiences labor to
by female address this
employees andlimitation by examining
other relevant groups. the moderating role of proactive per
ale (Brotheridge andpairs

mployee-customer Lee from
Journal of Occupational
retail and in
cell phone stores Organizational Psychology
China. Results 76:365–379,
indicated that choice 2003), positive and negative affectivity (NA) w
isor dyads in China, the empirical results indicate that surface acting decreases employee creativity and extra role performance, while deep
n attitudes). The second gap involves potential intervening variables, such as customer cooperation, that may influence the strength and di
oday it has become almost a concrete product with economic value. Particularly in the health sectors the interest in using emotional labor
ng and deep acting. This two dimensions are covered by 13 items. Factor analysis of questionnaire items indicates a good construct validity
disadvantage for minority instructors that may be heightened for female instructors of color. Non-minority instructors (both male and fema
dingly, we examined the influence of day-to-day surface acting on 3 types of theoretically derived stress outcomes experienced at home: e
emotional dissonance did not have a significant, direct impact on turnover intent. In addition, employees’ job stress was positively associat
ands (3) the quality of EL training; and (4) the frequency, duration and repetition of guest–employee encounters. The findings provide inter
can hospitality organizations do to mitigate them?” Based on conservation of, resources (COR) theory, we hypothesized hospitality employe
ple surveyed are government employees in China.
l experiences (enjoyment, anxiety, anger) and momentary EL (suppression, faking). Teachers reported that in 99 and 39% of all lessons, the
egies included talking with the sisterhood of nurses, being a super nurse, using social talk and humor, taking breaks, offering flexible aid, w
expression of positive emotions did not account for variance in emotional exhaustion whereas display rules that require suppression of ne
erks and supervisor ratings of interpersonal performance with customers, we did not find the amplifying effect of deep acting. We do find
e intrinsic/extrinsic motivation for work, and several job characteristics in a sample of Romanian teachers with the aim to identify motivatio
d whether emotional labor is a predictor of burnout for primary teachers in a Turkish context. Also, the authors explore if there is a significa
emotional labor may be minimized is lacking in the services literature. How a frontline employee's individual attributes might interact with a
that naturally felt emotions would help the performer conserve resources, in contrast to surface acting which depletes the performer’s res
e risk of social disapproval and therefore may be more detrimental for high than for low punishment-sensitive individuals. In contrast, deep
hations
surface acting
to motivate employees to perform expected emotional labor.
or.
specifies the relationship between emotional labor and worker well-being using data from a large sample of public service workers workin
turnover intention. Emotional intelligence led to a reduction in employees’ level of turnover intention. Bank workers reported higher level
bute to gain competitive advantage across rivals. The objective of this paper is to reveal the effects of emotional labor on job attitudes of h
X relationship but was negatively related to tips for employees with a low quality LMX relationship.
n entail. This study is based on interviews with 15 bloggers who have created or written for blogs that focus specifically on Asian American
isal (SEA) had the largest effect on deep acting. In addition, the study found moderating effects of employees’ diversity on the relationship
n the Indian context as confirmed by numerous studies in the western context. Study reveals that there is positive and moderate relationsh
ct
lesless while were
1.71 their CI,
customer that and
0.92–3.16) is, engage in less
1.15 (95% CI,surface acting.
0.67–1.98), The other salient result of this study is affectively and normativ
respectively.
may cause emotional excess and further emotional detachment. We incorporate the emotion regulation theory with the process model of
oyees in South Korea is used to analyze the consequences of these factors for job stress, burnout, and job satisfaction. These factors are fou
the existing studies and looks for the characteristics and correlations of their classification criteria. That is, this study intends to arrange sys
library managers some ideas for effectively managing emotional labor in their organizations. Understanding the effects of emotional labor
hological capital is gradually lost as a result of having to continuously expend emotional labor. 390 samples were adapted to explore the re
he questionnaire has good reliability and validity; confirmatory factor analysis shows that emotional labor questionnaire involving three fa
/he is actually irritated. Thus, surface acting focuses on one’s outward behavior, such as regulating or modifying one’s emotional expression
ul differences in female versus male surface acting, deep acting, and job satisfaction were found. However, surface acting had a substantial
using survey data from 62 software development projects. Moreover, this study explores the moderating effect of project complexity betw
ompanies
o-face withbuy
thethe emotions
customer the employees
in various must of
departments display
thesetohotels
customers in order toAt
were surveyed. ensure customer
the end satisfaction.
of the analysis, The
it was emotions
that employee
coworkers. Hence, ego depletion appears as a key mediating mechanism that transfers the role of distinct emotional labor strategies onto c
ositively related with job satisfaction, organizational commitment, job performance, and customer satisfaction. Emerging research also sug
seasoned emotional labor researchers, we review theoretical perspectives and evidence for emotional labor and its (a) construct developm
e possibility that there are subpopulations of employees who may differ in their combined use of surface and deep acting. To address this is
eted resources, which hinders task performance and threatens well-being. We articulate how formalized emotion display requirements lim
ay-specific sleep quality and individual self-control capacity. In particular, in 2 diary studies (NTOTAL = 171), we tested whether sleep qualit
dividual, social, and contextual moderators of emotion regulation effectiveness.
on assessments of emotional labor focused on the person, day, or interaction level of analysis. The current study elaborated on theory per
characteristics
or. and attitudes toward crowdfunding. We examined how extraversion, surface acting, emotional labor, the social composition
lligence mediates emotional labor in the performance of work duties by using job satisfaction and burnout as criterion variables. Although
ust navigate racial narratives, ideologies, and discourses, while simultaneously attempting to achieve institutional success to reap the mater
bor and job satisfaction. Using survey data collected from 730 registered nurses (667 women and 63 men) at a large Midwestern hospital sy
uctural equation modeling substantiated the negative role of these constructs in burnout. The emotion regulation was measured via the Em
ng these roles, teachers should make a conscientious effort not to reflect their personal problems onto their relationships in schools, and s
ating emotional display rules. Emotional display rules did not directly affect job burnout and work performance, but rather influenced the e
nts aged 15–21 years in a residential treatment facility were analyzed. The findings show that if the staff gave instructions and advice simila
t of the three strategies. A fundamental yet unresolved question concerns whether employees adopt more than one type of emotional lab
mic nature ofbetween
elationship sports coaching world,
deep acting andthis
jobpaper proposes a conceptual model of emotional labor in coaching based on the literature on bot
performance.
off emotions both during and after the meeting; (2) when the social worker defers emotions and processes them at a later time; and (3) w
tional factors affect employee service-oriented commitments is lacking. This empirical study investigated the roles and compared the effect
eelings and behaviors that were displayed, outcomes that resulted from the event, and the reflection participants provided on how they an
haustion via questionnaires. The findings revealed that the teachers’ perceptions of the school climate negatively affected surface acting bu
tion, and turnover intent. The study employs a multigroup structural modeling analysis using a survey of local government employees in Seo
n. Community health workers when interact with people have similar work requirements. Asakti-Anasakti are regarded as bi-polar emotion
ibit invest, experience and produce in these projects, as well as the ways these emotions are regulated, framed and used by urban manage
s of teachers’ emotional labor and also discusses the shortage of contemporary
to create an expression, voice or body gesture which is acceptible to the clients. Emotional
ver, our findings show that with little or no training in this practice and with the majority of journalists achieving not suppression but mere
that for employees
anagement
ents behaviors
were 348 of emotional
health workers labor,
in Turkey. surface
The acting
findings and deep
indicated acting, relation
a negative can havebetween
either a surface
positiveacting
or negative effect
and job on non-task
satisfaction, and behavio
a positiv
ses. This study identifies links between the ways in which one responds to conflict situations and the way in which one monitors and contr
s dimension. Nurse academicians working at public universities for at least 6 years evaluated the emotional labor score in total and in deep
rvisors and subordinates, the research of the relationship between positive leadership behavior and subordinates’ emotional labor, and th
e individual (OCBI) and OCB toward the organization (OCBO), whereas surface acting was not related to the OCB dimensions. Work engagem
This study investigated the role of emotional intelligence and emotional labor (EL) in the casino hotels in Macao. More specifically, this stu
her the stress coping strategy and social support eased the influence on the burnout.
ed by intelligence.
tional personnel officials was significantly
The results show that therelated to teachers'
service perceptions
sector employees’ of the same
psychological type of
capital acting. Teachers'
is significantly perceived
correlated of p
with counte
ol teachers and that high psychological capital alleviated their emotional burden. Moreover, “self-efficacy” and “optimism” mitigated the n
tations to person-centered intrapsychic processes. Emotion regulation theories have been applied to explain the emotional labor process.
ons. First, do employees at different hierarchical positions report different levels of emotional intelligence or does emotional intelligence in
egy take effects in different ways, and each effect varies depending on emotion-based moderator and resource-based moderator respectiv
e stress; verbal abuse accounted for 10.4% of emotional labor and 33.8% of clinical practice stress. These results demonstrate that nursing
m notions that policing violence is increasing, we center the discussion of police brutality in systemic racism by examining the historical rela
nce job burnout negatively and their level of job burnout influences intention to turnover positively. However, any relation between emotio
nsive emotional labor.
and educational Propositions
beliefs are presented
scores depending on theirtoclass
linklevel
humanandresource management
departments practices
and finally, andtheir
between individual and organizational
emotional outcom
labor scores dependin
d in superior official job performance appraisals.
ppress negative emotions at work are likely to engage in superficial displays of emotion through surface acting. We then examined whether
bor to cope
ibiting with theircitizenship
organizational own feelings while maintaining
behavior their
gain a stronger professional
position againstdisplay. Using qualitative
the negative data basedlabor
effects of emotional on semi-structured interview
expenditures. Positive co
ssible to regulate and manage the deep negative effects of emotional labor on the employees by means of organizational motivators.
upational EL requirements have a cross-level moderation effect on the relationship between surface acting and job satisfaction. Nonlinear e
on from studies of the immaterial forms of labor and alternate analyses of political economy that can cast a new light on the context of crow
s a result of surface acting, employees will actively strive to prevent further resource loss by withdrawing from work. We propose, however
result indicated that positive affectivity predicted 3 forms of emotional labor. In addition, coaches’ surface acting and genuine expression si
ployees (response rate = 83%). The data was analyzed using Structural Equation Modeling (SEM). The main findings are: (1) personality fact
mployees' psychological capital were hypothesized. Using data from 263 flight attendants of the largest airline company in South Korea, the
lity. Drawing on person–job fit theory from the perspective of emotional labor, this study examined different effects of emotional labor on
from prior research. Drawing on the social interaction model of emotion regulation, this article reported 2 daily diary studies examining the
s theory might inform special educators' practice. All participants divulged daily stress at work. Furthermore, all conceded that they used e
of social worker and is positively associated with burnout. In addition, commitment to public interest increases social workers’ job satisfacti
f emotional labor and alleviates its negative relationship with job satisfaction. These findings are a reminder that while emotional labor can
number of universities and colleges have established airline service programs. This study examines the relationships among EI, emotional l
ed that faculty low in power (untenured faculty) exhibited higher levels of emotional labor when interacting with students, as compared wi
t also positive emotions, like enthusiasm. In contrast, other emotions must be displayed, even if insincere. Sometimes, these displays are a
e relationship between the SNE and the task-oriented COB.
reference for hospital
us, managers managers
should magnify who
the are responsible
positive for designing
effect of perceived and executing
customer multidisciplinary
participation on emotionalprograms and for managing
labor by increasing frontlinehospital-bas
employees
onal labor is a potential driver of customers’ emotional states and subsequent assessments of service interaction. A third contribution of th
hers’ discrete emotions in a sample of 189 secondary school teachers. The results showed that reappraisal correlated positively with deep
ealed that self-monitoring is positively correlated with surface acting, yet negatively associated with AL, within our sample of West Texas B
ited, among many factors, undue emphasis on reaching national access targets and balancing budgets for substandard care. Scholars of em
fficient to stimulate more positive subject reactions: Smiling needs to be accompanied by direct eye-gaze to fully elicit positive reactions fro
b performance, whereas salespersons' surface acting was negatively related to adaptive selling behavior and job performance. In addition,
rs. We explored emotional labor in an online context by examining the degree of emotional presence in mediated service interactions and i
experience exhaustion as a result of emotional labor. It contributes to the human resources managers in the service industry and emphasiz
ence Aaffects
ram. frontline
total of service employee
382 questionnaires were engagement levels.
collected from January to June 2015. Finally, 340 data that excluded 42 as improper responses wer
<.001) and burnout (F = 77.85, p<.001). But resilience had no significant effect on turnover intention. Improvements/Applications: This stu
mong school administrators might have been found. Using the ELS, comparative studies among school administrators and teachers address
h of service industry. It is proven to have detrimental impact upon the employee psychological and physical health and resultantly on their p
tional engagement and physical effort. Based on Study I, Study II investigated 114 customers, and the moderating role of perceived employ
n observations and interviews with workers in the debt settlement industry to show that men who were agents were able to claim that the
tion of human eyes. We conducted a preliminary study to measure the task-processing time and the subject's cognitive load during the us
n of burnout beyond the jobfocused emotional labor. Deep acting was significantly related to emotional exhaustion. Contrary to previous s
cine, schooling, prison programs, law and negotiation, business, and even the army. This installment of Marketing & Technology introduces
materials, face-to-face interviews, and participant observation conducted from September through December 2013, this article addresses
to desirable performance (i.e., affective delivery) and counterproductive performance (i.e., service sabotage), respectively; and (c) that per
h levels of emotional labor. Gender, race, and class shape the expected emotional displays of individuals in the workplace. In addition, emo
k-to-family positive spillover. Results from a time-lagged three-wave survey of 193 Chinese employee-spouse dyads indicate that, surface ac
ting role of emotional labor engaged in by the enterpreneur during business idea presentation on the relationship between perceived passi
duates of food and beverage practical service to possess emotional labor competencies. This study explored how the emotional labor conce
n the frequency of organizational stressor experience, burnout, turnover intentions, and actual turnover in sport. In study 1, participants (n
rpersonally harmful behavior toward coworkers. Hence, ego depletion appears as a mediating variable that translates the implications of d
articipants were 53 Dutch police officers who completed a three-day diary questionnaire (i.e. 159 measurement occasions). The results of
trength and conditioning coaches (n=5), physiotherapists (n=5), one sports doctor and one generic sport scientist. Following a process of th
ny. For data analyses, a series of hierarchical moderated regression analyses were employed. The results showed differential moderation eff
es boxing gym and in-depth interviews with the gym’s boxing coaches. This article explores two aspects of the training process from the co
atistics indicated that the structural model showed a reasonable fit, χ2(605) = 1391.26 = 2.30, p < 0.01; RMSEA = .05; TLI = .93; CFI = .93. Th
d regression models, levels of surface, but not deep, acting were significantly and positively associated with depressive symptoms. Higher s
contact with service
were “normal” clients. Surface
of emotional labor inacting,
those one
whoof the
did emotional
not. labor
Even after strategies,
being adjustedhas shown
in the a negative
linear impact
regression on employee
the emotional laborHow
sco
The results of the study showed that among the dimensions of EL; surface acting appeared to be the most influential variable on the perfo
on, and hope dimensions) and though relatively low compared to psychological capital competencies, they often display emotional labor b
ted teacher efficacy. Trust in colleagues was found to be an organizational resource for teachers that helped them to cope with the challen
ories of gender and emotional labor and emotional management, focusing on Arlie Hochschild’s foundational work, and affect in gendered
ed thematic coding approach and constant comparison. Participant accounts of preventing, postponing, suppressing, and coping with grief
ventual negative effects can be converted to superior job performance and hospitality offering.
Results of the first study reveal that employees’ positive emotion display and emotional dissonance negatively influence employees’ work-l
unmask power in the research process, and linking emotions to personal biographies. Following ethnographers who question the separatio
e. In addition, P–J and P–O fit are jointly associated with emotional labor, such that the positive link between P–J fit and deep acting is stron
tural pattern and highlighting dangers in making generalizations about societal culture. Idiocentrics in both countries reported using more s
This is done using qualitative methodology (Study 1) and quantitative methodology (Study 2). Descriptive findings in Study 1 are used to gro
owards their clients or customers etc. Emotional labor exists among service providers and customer interaction to provide quality service a
ng shows significant difference in gender, deep acting with a significant difference in age and education level; positive affect and intrinsic re
l labor is an important issue. Here, the internal marketing practices emerge as a managerial tool. Accordingly employees perceptions towa
mind/body of public servants operating in public space. The authors of this article illustrate the application of the sideshow carnival metaph
d strategy is automatic acting and then the deep acting. Surface acting positively correlates with emotional exhaustion and has negatively e
tially mediates the relationship between deep acting and mental health.
ed from 165 service workers in the public sector (Study 1) and 224 service worker-supervisor dyads in the private sector (Study 2) in Thailan
al intelligence had a positive impact on surface acting and a negative impact on deep acting. Furthermore, a negative link between surface
ustion and to investigate the moderating role of a climate of authenticity in the process of their formation of emotional exhaustion. Hierarc
nces, recognition of display rules (standards that guide employees’ emotional expression), surface acting (the form of emotional labor in w
nts in 47 project teams multiple times over the course of a semester. Study 2 surveyed 202 nurses and their supervisors within 35 teams in
omes positively.
out and emotional labor on clinical performance by using the objective structured clinical examination (OSCE) scores of interns and residen
tive relation is expected to be more pronounced for supervisors who communicate less. This study was administered to 144 supervisors in
nd conscientiousness) is an independent variable, while emotional labor (surface acting and deep acting) is a mediating variable. To investi
ves who directly deal with patients. Study is descriptive, quantitative and longitudinal in nature. Therefore, data have been collected two ti
othing sales workers and manual workers using a structured questionnaire to assess demographic factors, occupational stressors, and depre
nt role in the emergence of different emotions in the workplace. For this reason, in our study it was aimed to determine the effect of perso
hat is often not visible, we can advocate for new and varied roles for librarians in digital humanities. Our analysis is informed by both theor
ch the target population, time limitations and the cost over run, representative sampling was preferred. In order to investigate the teachers
w how different facets of the feedback mechanisms employed by sharing economy services influence consumers’ emotional labor. In additi
tions and emotional exhaustion. Psychological capital also moderates the relationship between deep acting, but not surface acting, and em
higher need for recovery at the end of the workday. In contrast, daily deep acting was hypothesized to relate positively to flow and negative
edagogical tool for reflection with students, trainees, and neophytes.
f employees. Enthusiastic work responses may be required, particularly in administration occupations, where association with other individ
isharmony, a sub-factor of emotional labor, is necessary, and improvements to traditional corporate culture that monitors emotional labor
thmetical mean, standard deviation and Pearson correlation coefficient. To test whether the female principals’ leadership behaviors are sig
from it. Emotional labour is often assumed to be what women are ‘naturally’ predisposed to and ‘better at’. It is found that male profession
pectation is greater compared with other fields), the ways in which emotional labor is differentially experienced for women, and how comm
rocesses. The present study collected data from 186 service employees–supervisor pairs at different times. The results of structural equatio
ggest that flirting derives from mixed motives aimed at establishing a special atmosphere. Unlike emotional labor, flirting requires a prior a
d company in China, we find that servant leadership relates negatively to surface acting (i.e., regulating facial expressions) but relates positi
ve care in this population may benefit from a focus on the emotional experiences of providers.
ugh reporting on the findings of a qualitative study with language teachers in tertiary settings in the U.K. and the U.S. The study drew on la
s and that emotional labor stimulates pressures for the person to identify with the service role. Research implications for the micro, meso,
ency of emotional display, attentiveness to display rules, variety of emotions to be displayed, and emotional dissonance are hypothesized t
may have salutary physiological consequences

emotional labor also were identified and incorporated into an emerging model of emotional labor. In Phase 2, revised scales were adminis
caregiving communication provides descriptive data on performances of emotional labor and implications for understanding the qualities o
d confirmed using cross-sectional survey responses from 236 working adults. Research and practical implications are discussed.
e model but indicated that it has to be implemented precisely in terms of regulating emotion for organizational goals. Results also showed t
to employee perceived emotional labor, which further influenced employees' use of political behaviors and job-induced tension. Implicatio
he dispositional and situational variables exhibited theoretically consistent and distinct patterns of relationships with the three emotional
hips of both emotional labor and emotional intelligence on burnottt. Th e self-awareness dimension of emotional intelligence also moderat
theses, 223 consumers participated in a simulated service encounter in which actors played the roles of service employees. In a 2 x 2 facto
e actors exhibit more general tendencies to devalue themselves and experience fewer positive emotions.
nally, emotional labor contributes to organizational productivity over and above its role in employee turnover and client satisfaction
mands
verbal and emotional
abuse is only a labor.
criticalThus,
issueworkers’ level ofinemotional
for employees intelligence
jobs requiring did labor,
emotional not appearto influence
measured theO*NET
with both nature job
of the emotional
codes labor tha
and self-reporte
aggression research is needed.
equation modeling analyses showed that psychological strain at the start of a work shift had a positive effect on the experience of emotion
ard to invoke the appropriate emotions (deep acting). Results further indicate that surface actors are more exhausted and cynical than deep
edictors of teacher burnout and satisfaction; and (d) both the emotional labor scale and the burnout scale conformed to the three-factor m
ty) are more likely than others to surface act. The differential effects of surface acting and deep acting on strain and job satisfaction were e
t was linked negatively to time-based work-to-family conflict and strain-based family-to-work conflict. Finally, relationship management wa
symmetry were significant predictors of teachers' intent to leave, even when controlling for emotional exhaustion and professional tenure.
e potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for
g and actual turnover. Additionally, surface acting had indirect effects on turnover through emotional exhaustion and turnover intentions
current study, and directions for future research are discussed.
attendants is on the medium to high side, the attendants’ perception of emotional exhaustion is only medium; 2) female flight attendants’
ify empirically the moderating role of the employee's coping strategy towards emotional labor. This study elaborates a different result of em
ated
ious to surfacebyacting.
research Further,
examining thewe found
effects ofthat trait positive
customer incivilityaffect partially-mediated
on customer someInofaddition,
service quality. the age-strategy relationships.
two models were proposed and teste
were tested using structural equation modeling. Results revealed that the emotional labor strategy of surface acting led to increases in subs
police officers interact to produce burnout. Using data collected from a survey of police officers in the Pacific Northwest (N = 109), we asses
mer contact positions, and controlling for affective disposition, we find that customer orientation directly increases “good faith” acting whi
rare
of motivating andeffects
other EI facet beneficial versus
on job draining and dysfunctional to the employees.
performance.
urthermore, results showed that the conditional indirect effect of deep acting between age and job satisfaction was significant, and the sig
on was negatively related to employees’ service performance, while employees’ self-monitoring moderated the relationship between custo
work-family conflict and psychological distress; (c) satisfaction with life was negatively related to psychological distress; and finally (e) work-f
' emotional contribution to the organizational performance. Some suggestions in terms of human resources (HR) practices to assist hotel e
ical, behavioral and physical well-being. Job/ task and organizational demands are the stressors which lead to acute reactions at psychologi
es to individual differences as antecedents of emotional labor, researchers’ interest by now has been focused almost entirely on the “big fi
5.0% of the variance in emotional labor. These findings taken together support prior claims that servant leadership fosters growth and deve
with performance outcomes (ρs between −.20 and −.05). Overall, deep acting displayed weak relationships with indicators of impaired we
al-level job satisfaction. We also showed that unit-level display rules relate to burnout indirectly through individual-level display rule percep
associated
face acting iswith workrelated
directly withdrawal, and state
to employee negative affect mediated this relationship. Results also revealed moderating effects of gender:
turnover
contrast, agreeable and extraverted individuals engaged in more deep acting and this had a positive association with self-reported citizens
those with low emotion recognition did. These effects pertained to both surface and deep acting. The results suggest that emotional labor
y associated with emotional exhaustion and depersonalization. The results also showed that work–family conflict mediated the relationship
ured and those missed such as culture. A structural equation modeling approach is used to identify the complex relationships inherent amo
acerbated negative outcomes for employees who engaged in surface acting. Gender moderated these relationships such that women were
en alienating. However, many studies found that emotional labor of teaching would bring desirable outcomes to teachers, such as: increase
s that focus on issues such as the interplay between organizational and religious expectations for emotional displays toward others, as well
r. Results supported a model indicating significant direct relationships between emotional labor, emotional exhaustion, and job satisfaction
i.e., deep acting and surface acting). Consistent with hypotheses, results of structural equation modeling analyses showed that perceived a
of emotional exhaustion, (b) surface acting significantly mediated the relations between affective commitment and cynicism, and (c) expres
omotion
portant toopportunities. For them,
study the emotional going
labor to work involves
of doctoral a multilayered
students? And second, performance: (1) they
can the topic “The must engage
emotional in doctoral
labor of racialized,students
gendered impress
while cond
nce dimensions (self-emotional appraisal; others’ emotional appraisal, use of emotion, and regulation of emotion) in the affectivity (a gene
gree to which EL incurs harmful consequences. The dissonance forms of emotional labor (surface acting and emotional dissonance) partial
study indicate that the impact of emotional labor on employee self esteem does get moderated differently by positive and negative emoti
n the stress–strain relation and work– family conflict.
one's coworkers. We describe this climate and how it differs from other work climates. We then propose that a work unit with a climate of
n. Data were collected from 309 customer-contact hotel employees and managers in the United States. Results of structural equation mod
ts show that (1) supervisory support relates positively to supervisory interactional justice; (2) supervisory interactional justice is negatively
(emotional labor) and burnout. Our results suggest that abusive supervision influences conflict and the relationship is partially mediated t
ve effort. Hospitality employees with higher positive affect tend to experience less emotive dissonance while individuals with higher negati
ffects of surface acting variability on job satisfaction and work withdrawal were weaker when self-monitoring was high. The results for deep
a range of harmful consequences (health-, attitudinal-, and performance-related), whereas congruent emotional labor states do not incur
p between emotional labor and work performance. We further found that supervisory support moderated the relationships between emoti
emotional
Apart fromlabor activitiesrole,
its mediating (surface acting
surface andwas
acting deep acting).
also Using data
a moderator from
of the a surveyintelligence-job
emotional of certified public management
satisfaction students,Hierarchical
relationship. the results m
s
Participants filled in a diary booklet during five consecutive working days (N = 150 participants and N = 750 occasions). The results of multi
uences turnover intention. (3) Emotional labor strategies influence turnover intention through the role of emotional exhaustion. Implicatio
am fat stigma, resulting in an environment characterized by deep ambivalence toward larger body size. This ambivalence allowed hierarchie
fluences employees’ emotional labor strategies directly as well as through organizational identification. Contributions of the study to theor
and F&B divisions in Korean deluxe tourist hotels, where EL is intense. The results of the structural equation analysis indicated a positive as
hest relationship obtained in the emotional labor scale subdimensions was between faking emotions and hiding emotions (r=0.44; p<0.01).
esearch also shows that the negative outcomes from emotional labor may be buffered to some extent by factors such as support from the o
egatively predicted surface acting, whereas emotional stability and self-monitoring positively predicted surface acting. The positive display
feeling and emotions of their employees in providing high quality and superior services to target customers and in addition to promote th
o were interviewed as part of this study. The author first considers the ontological position of the article and critical feminist perspectives o
ons for future research and practices are suggested.
dimplications
the same bipolar factor. Results
for training, sustain
motivating, andthe necessity
evaluating to investigate the impact of profession on emotional labor performed by employees
professors.
management of feeling to create a publicly observable facial and bodily display”. In this paper, the perceived Emotional Labor in the Hotel In
ganizationally desired emotions while interacting with customers is emotionally taxing. Significant correlations were found not only concern
r such services to be both professionally competent and empathic when interacting with the public. Unfortunately, the popular caricature
g implications. This comparative analysis between social workers and lay helpers in Taiwan aims to fill this empirical gap. Meanwhile, it sug
mpt to inform current theory and practice on services management, I draw mainly from theory on emotional labor, service climate, and cus
m of key emotional labor constructs. Evidence from our structural meta-analytic model based on 116 primary studies demonstrates that e
ngs could be explained by differences in the nature of various emotional labor strategies. Implications for teaching and teacher education a
nducted with (a) a field survey of diverse occupations in the United States, (b) an experimental call center simulation with U.S. college stud
three easy or three difficult calls, participants were given the opportunity to engage in social sharing by talking about (a) the facts that just
p acting (regulating inner feeling). Openness personality moderated the relationships between abusive supervision and the two emotional
or is performed in libraries should be studied. This research explores the key components of emotional labor: perceptions of display rules a
tly affect emotional exhaustion whereas other dimensions of personality were not found to be predictive of emotional exhaustion. In gene
n to job satisfaction and organizational commitment. Findings suggest that emotional labor predicts both job satisfaction and organizationa
g in emotional labor as mediators to construct a model of customer-oriented behavior. A survey of flight attendants from six airlines was co
tionship between empathy and emotional exhaustion. Materials and Methods:A sample of 168 teachers from Łódź and its surroundings co
research data. Hence, there is a comparative absence of a dialogue around the emotional dimensions of working with secondary data sou
re asked to support these initiatives, few evidence-based models are available to guide intervention. This correlational study (N = 241) exam
irst, we propose a method by which affect influences the entrepreneurial processes. Second, we demonstrate how what we already know
ment. Moreover, deep acting was observed to have a negative influence on emotional exhaustion. The findings of the study indicate that fre
moderating role of proactive personality. Results indicate that proactive individuals are highly responsive to different types of display rules
ve and negative affectivity (NA) was measured through Positive and Negative Affect Schedule (Watson et al. Journal of Personality and Socia
tra role performance, while deep acting increases employee creativity, role-prescribed performance and extra role performance; employee
may influence the strength and direction of the relationship. The current field study on mobile phone shops in China fills the
nterest in using emotional labor grows increasingly in line with increasing significance of quality and use of emotional labor is deemed as o
dicates a good construct validity of the measurement instrument and reliability of questionnaire items which extracted by Cronbach's alph
nstructors (both male and female) gain privileges by avoiding dealing with diversity directly which is reflected in student evaluations throu
utcomes experienced at home: emotional exhaustion, work-to-family conflict, and insomnia. In an experience sampling field study of 78 bu
job stress was positively associated with turnover intent.
nters. The findings provide interesting theoretical insights and useful practical implications with regard to the means to establish a suitable
ypothesized hospitality employees’ emotional labor, specifically, emotional dissonance, to be a major source of service sabotage. We also h
in 99 and 39% of all lessons, they experienced enjoyment and anger, respectively, whereas they experienced anxiety less frequently. Teach
ng breaks, offering flexible aid, withdrawing from emotional pain, transferring out of the NICU, attending memorial services, and reframing
es that require suppression of negative emotions were emotionally taxing. Job resources were uniformly associated with decreased emotio
ffect of deep acting. We do find the dampening effect for surface acting, such that surface acting buffers those with low prosocial motives,
with the aim to identify motivational dimensions associated with emotional labor.
hors explore if there is a significant variation in emotional labor in terms of gender and school type (public/private). A survey was conducte
al attributes might interact with a service work context to build deep, as opposed to surface, acting is the current focus. Applying job dema
ich depletes the performer’s resources. Furthermore, the negative effects of surface acting were extended beyond burnout, by integrating
tive individuals. In contrast, deep acting is hypothesized to hold the promise of social approval and therefore may be more beneficial for hig
of public service workers working in a variety of occupations (n = 1,395). The analyses test a mediator and moderators of the relationship b
nk workers reported higher level of turnover intention than health workers. In order to reduce turnover intention among employees in serv
tional labor on job attitudes of hotel employees by considering the mediating and moderating roles of social support and job autonomy. To
s specifically on Asian American issues. Through an analysis of the bloggers’ interviews and their blogging archive, I argue that emotion can
ees’ diversity on the relationship between emotional intelligence and emotional labor, and the effects of others’ emotion appraisal (OEA) o
positive and moderate relationship between emotional labour and organizational role stress for the overall sample irrespective of the demo
study is affectively and normatively committed aircrews don’t prefer surface acting, conversely, continuously committed employees engage
eory with the process model of emotional labor to form a new model and verify the cause of nursing emotional conflict as an emotional sc
satisfaction. These factors are found to affect the dependent variables in different ways.
this study intends to arrange systematically and examine theories on emotional labor suggested hitherto, and suggest a future direction of
g the effects of emotional labor and developing the tools that can offset potential negative outcomes can create a more positive work clim
s were adapted to explore the relationship between psychological capital and emotional labor in Taiwanese preschool teachers. This study
questionnaire involving three factors is established, which further verifies the validity of scale on emotional labor among primary and seco
fying one’s emotional expression. Deep acting focuses on modifying inner feelings, where one attempts to “actually feel” the emotions on
surface acting had a substantial negative relationship to job satisfaction while deep acting did not. Continued research into emotional labo
effect of project complexity between the EL and the quality of the new software product. The results reveal a positive relationship between
tion. The
it was emotions
that employees constantly
conflict, trythe
one of to contain may leadoftoemotional
sub-dimensions the phenomenon of significantly
labor, was burn-out in time. This studyaffecting
and positively was conducted to
the emotio
emotional labor strategies onto coworker harming. Moreover, we found emotion regulation self- efficacy to critically shape the role of surfa
tion. Emerging research also suggests that a third form of emotional labor, natural and genuine emotional labor, is a frequently used emoti
or and its (a) construct development and measurement, (b) chronic and momentary determinants, (c) prediction of employee well-being, a
nd deep acting. To address this issue, we conducted 2 studies that examined surface acting and deep acting from a person-centered perspe
motion display requirements limit self-determination by threatening the autonomy, competence, and belongingness needs of employees. F
, we tested whether sleep quality moderates the influence of emotional dissonance (the perceived discrepancy between felt and required
t study elaborated on theory pertaining to within-episode emotional labor dynamics, utilizing a call center simulation to examine how shift
nal labor, the social composition of project backers, and project success all relate to enjoyment and future intentions of using crowdfunding
as criterion variables. Although findings are mixed with regard to job satisfaction, a statistically significant relationship exists in the mediati
tional success to reap the material rewards of these elite institutional settings. In these distinct environments, people of color experience a
at a large Midwestern hospital system in the U.S., we show that in addition to engaging in less emotional labor than women, men benefit fr
ulation was measured via the Emotion Regulation Questionnaire developed by Gross and John. The scale comprises two subscales: cogniti
eir relationships in schools, and should try to behave in compliance with formal and informal norms as professionals. However, it is possible
ance, but rather influenced the emotional labor strategy used by flight attendants. Among emotional labor strategies, deep acting enhance
ve instructions and advice similar to traditional equestrian sports in combination with viewing the horse as an object, EASW is not facilitate
e than one type of emotional labor in the workplace. In this study, we adopted latent profile analysis (LPA) to examine the behavioral profile
g based on the literature on both emotional labor and sports. We identify three main types of emotional labor (surface acting, deep acting
es them at a later time; and (3) when emotions dominate, and a case gets ‘under the skin’ of the social worker. Emotional labor can have bo
e roles and compared the effects of emotional determinants that affect service orientation of hotel managers and line employees. Data we
cipants provided on how they and their organization could have handled the situation differently. The findings show that emotional labor e
atively affected surface acting but positively affected deep acting. Surface acting positively predicted emotional exhaustion, and deep actin
al government employees in Seoul, South Korea. Results indicate that for both women and men, authentically expressed emotion contribu
re regarded as bi-polar emotional states wherein an individual high in asakti forms emotional attachments more quickly as compared to a
med and used by urban managers and policy-makers in participatory planning activities. Our theoretical framework intersects research on
eving not suppression but merely a deferment of upsetting emotions, emotional labor can have serious implications for those reporters wh
ativejob
and effect on non-task
satisfaction, and behavior
a positiveofrelation
employees, depending
between surfaceon which
acting one
and thethey wouldto
intention choose. Thus,athe
quit. While purpose
weak of relation
waspaper
foundisbetw
to c
n which one monitors and controls emotional displays. The experience of conflict tends to generate negative emotions while display rules g
l labor score in total and in deep acting dimension higher than the others (p<0.05). In conclusion, they performed mid-level emotional labo
dinates’ emotional labor, and the integrated research between supervisors’ and subordinates’ emotional labor.
e OCB dimensions. Work engagement was also positively associated with both OCB dimensions. Regression results showed that work engag
Macao. More specifically, this study aimed was to examine the impact of EI on the relationships among EL acting strategies and their conseq
hers' perceived
correlated of personnel officials
with counterproductive work was related
behavior, to greater
deep guanxi
acting plays with
the personnel
mediation roleofficials
between than
thewas perceived
two, and thatinauthenticity.
leaders’ emoti
and “optimism” mitigated the need for psychological satisfaction of work in preschool teachers. In addition, “optimism” exerted a mediatin
ain the emotional labor process. Various conceptualizations, theoretical perspectives, and major findings are reviewed and discussed in the
or does emotional intelligence increase as the job position increases? Second, do employees at different hierarchical positions report differ
urce-based moderator respectively
esults demonstrate that nursing students are exposed to verbal abuse during clinical practice and may consequently suffer from greater pra
by examining the historical relationship between African Americans, violent policing, and resistance. In this article, we introduce and conc
ver, any relation between emotional labor and intention to turnover was not found.
dual and organizational
motional outcomes;onpropositions
labor scores depending thatachievement
their academic can inform future research and(p<.01).
and departments hypothesis testing
Besides, in this area.significant positive corre
a statistically
ting. We then examined whether these relationships held across job types within the IT/IS industry, an understudied industry with regard to
ed on semi-structured
l labor interviews
expenditures. Positive with twenty
correlation lawyers
occurs, in thein the Midwestern United States, I show that the lawyers interviewed in this study co
organizational motivators.
and job satisfaction. Nonlinear effects are also observed for surface acting: the initial negative relationship of surface acting with job satisf
a new light on the context of crowd labor that might matter for CSCW researchers.
rom work. We propose, however, that surface acting self-efficacy can help buffer the resource depleting effects of surface acting leading to
acting and genuine expression significantly predicted their emotional exhaustion. Furthermore, emotional intelligence moderated the relati
findings are: (1) personality factors of employees drive their EI, affectivity, emotional labor, emotional exhaustion, and CWB and (2) EI and
ne company in South Korea, the results indicated that perceived distributive and procedural justice were positively related to service emplo
nt effects of emotional labor on the relationship. The findings of this study suggested that employee CO is positively related with job satisfa
daily diary studies examining the role of customer treatment toward employees in channeling emotional labor's impact on employee emoti
e, all conceded that they used emotional labor to conceal their feelings from students; most acknowledged such acting as a survival skill. T
ases social workers’ job satisfaction significantly. This study has implications for the management of emotional labor. By educating emotion
r that while emotional labor can be taxing, the potential for job satisfaction to increase, rather than decrease, through effective manageme
ationships among EI, emotional labor (EL), emotional exhaustion (EE), and commitment to customer service (CCS) among pre-flight attenda
g with students, as compared with colleagues high in power (tenured faculty). Additionally, tenure had a mitigating effect on emotional lab
Sometimes, these displays are accomplished through surface acting, like pretending to happily accept the slow pace of committee-led chan
ms and for managing
y increasing frontlinehospital-based human resources.
employees’ understanding of customer participation. Second, the finding that CO plays a more critical role in the redu
action. A third contribution of this study is the use of a new concept, which will be called person-customer fit (PCF), to reflect employees’ p
correlated positively with deep acting, whereas suppression correlated positively with surface acting. The findings further suggest that rea
thin our sample of West Texas Baptist pastors. Emotional expressivity is negatively related to surface acting, but not deep acting, and positi
substandard care. Scholars of emotional labor note these trends with interest, because emotional labor is essential to nursing practice. But
o fully elicit positive reactions from subjects. Study results suggest that global hospitality standards should reflect findings of psychological r
nd job performance. In addition, adaptive selling behavior partially mediated the relationship between emotional labor strategies and job p
ediated service interactions and its relationship with workers' acting strategies (i.e., surface acting, deep acting). Further, we examined if em
he service industry and emphasizes that cultural differences should be considered in understanding the emotional labor and burnout of ser
ed 42 as improper responses were analyzed using t-test, ANOVA, Pearson
ovements/Applications: This study revealed that the important individual factor of resilience had a positive influence on organizational com
ministrators and teachers addressing the relations to commitment, job satisfaction, exhaustion, and other factors can be conducted.
health and resultantly on their performance. So, emotional labor has become a new challenge for the modern managers and therefore, th
erating role of perceived employees’ emotional labor on the relationships between customer participation and spending money. Even whe
gents were able to claim that they were educating clients rather than selling to them. This made it possible for them to avoid feeling that th
ct's cognitive load during the use of AgencyGlass. The result suggests that the AgencyGlass can perform joint attention similar to humans;
xhaustion. Contrary to previous study findings, employee-focused emotional labor dimension of surface acting was not related to any burno
rketing & Technology introduces mindfulness to managers and explores its potential for enhancing the service encounter. We begin by revi
mber 2013, this article addresses this gap. Findings indicate that the emotional labor that servers engage in the frontstage is processed in ba
e), respectively; and (c) that performance is optimized when momentary regulation strategies are aligned with activation- and inhibition-or
the workplace. In addition, emotional labor, particularly surface acting, may have negative consequences for individuals' psychological well
se dyads indicate that, surface acting at home mediates the relationship between surface acting at work and spousal ratings of family qualit
onship between perceived passion, quality of the presenter and investment intention. We confirmed our theory by studying 161 matched
d how the emotional labor concept presents within a training restaurant environment. A qualitative approach using observation and in-dep
sport. In study 1, participants (n=487) completed measures of organizational stressors (OSI-SP), emotional labor (ELS), burnout (ABQ), and
t translates the implications of distinct emotional labor strategies into coworker harming. Moreover, emotion regulation self-efficacy moder
ment occasions). The results of multilevel analyses showed that, as hypothesized, daily strain at the start of the work shift was positively re
ientist. Following a process of thematic analysis, the results were organized into the following overarching themes: (a) factors influencing e
owed differential moderation effects of the three sources of support at work. Specifically, the positive relationship between deep acting an
the training process from the coach’s point of view: the creation and enforcement of rules to differentiate the boxing gym from “the street
SEA = .05; TLI = .93; CFI = .93. The results also revealed that teacher burnout was positively associated with surface acting and negatively a
h depressive symptoms. Higher surface acting levels were significantly and positively associated with low back pain; higher deep acting leve
pact on employee
the emotional laborHowever,
scores forrepresenting
the above 4 asub-categories
psychological were
state of
stillemployees toward
significantly their
high in organization,
those organizational
who experienced trustviolenc
workplace leads
influential variable on the performance of the employees and the most one used among the sample of the study. In addition to that, it ap
y often display emotional labor behaviors. It was also found out that PsyCap competencies teachers possess have an impact on their tende
d them to cope with the challenges brought about by the emotional demands of teaching. The results indicate that teachers should perfor
nal work, and affect in gendered social relations, considering Sara Ahmed’s theorization of the feminist killjoy and the affect alien. It applies
ppressing, and coping with grief revealed implicit meanings about the nature of grief and the appropriateness of grief display. Employees o
vely influence employees’ work-life balance which in turn drives employees’ affective commitment. Results of the second study confirm em
phers who question the separation between data and analysis, we explore how emotions and power intersected in two key ethnographic “m
en P–J fit and deep acting is stronger, and the negative link between P–J fit and surface acting is weaker when P–O fit is high. Emotional lab
countries reported using more surface acting and experiencing greater burnout than others. Therefore, coping and support mechanisms m
ndings in Study 1 are used to ground the development of a measure assessing a critical component of the emotional labor model–display r
ction to provide quality service and to get customer satisfaction. This research describes that emotional labor has major two types, firstly s
el; positive affect and intrinsic regulation have relatively positive correlation with deep acting. Surface acting is positively related to emotio
gly employees perceptions towards internal marketing practices that are considered to have important consequences on companies, and t
of the sideshow carnival metaphor by showing how emergency professionals in the area of natural disaster management have become mo
exhaustion and has negatively effect on the mental health. Deep
private sector (Study 2) in Thailand, our findings revealed that deep acting (but not surface acting) partially mediated the relationship betw
a negative link between surface acting and emotional exhaustion was found, whereas no significant link was displayed between deep actin
of emotional exhaustion. Hierarchical linear modeling results indicate that casino frontline employees’ perceived mindfulness has a signific
he form of emotional labor in which employees manage their external emotional expression), job satisfaction, and burnout (consisting of e
r supervisors within 35 teams in a hospital. The multilevel results of both studies showed that the relationships between individual deep ac
CE) scores of interns and residents. Specifically, this cross-sectional study utilized the Maslach Burnout Inventory and the Emotional Labor
ministered to 144 supervisors in four Chinese hotel companies. The results showed that the interactive effects of genuine emotions and su
s a mediating variable. To investigate the relationship among above stated variables, correlation and multiple regression analysis were cond
, data have been collected two times from same respondents by applying simple random sampling technique. Data were collected by nurse
occupational stressors, and depressive symptoms. Multiple regression analyses were performed to explore the association of these stressor
to determine the effect of personal demographic variables on the emotional labour of hotel employees in the tourism sector. In our researc
nalysis is informed by both theory and practice, and it takes a dialogic approach that depends upon the interactions between the two.
order to investigate the teachers’ emotional labour behaviors, “Emotional Labour Behaviors Scale” which was adapted by Kaya (2009) was
umers’ emotional labor. In addition, we show how platforms and their policies matter in encouraging emotional labor, indicating the need t
g, but not surface acting, and emotional exhaustion. These findings suggest that psychological capital generally plays a positive role in the e
e positively to flow and negatively to exhaustion and consequently, to a lower need for recovery at the end of the workday. In turn, need fo
re association with other individuals is a substantial part of the job. The sample population for this review comprised 28 insurance agencie
e that monitors emotional labor is necessary. Violence from colleagues and supervisors in the workplace must also be reduced.
pals’ leadership behaviors are significant predictor of teachers’ emotional labor simple regression was used. The results indicated that fema
’. It is found that male professional freesurfers are competent at employing strategies for doing emotional labour when doing digital media
nced for women, and how communication studies as a gendered field exacerbates expectations to perform such labor. Moreover, I highligh
. The results of structural equation modeling indicate that transformational leadership positively predicted employees’ proactive customer
al labor, flirting requires a prior acquaintance with the customer. Managers indirectly encourage hospitality employees to flirt to maintain a
al expressions) but relates positively to deep acting (i.e., regulating inner feelings) at work. We also find that the indirect effect of servant l
nd the U.S. The study drew on language teachers' questionnaire (n = 30) and semi-structured interview (n = 25) responses in identifying the
mplications for the micro, meso, and macro levels of organizations are discussed.
al dissonance are hypothesized to lead to greater emotional exhaustion, but only emotional dissonance is hypothesized to lead to lower job
e 2, revised scales were administered to a second sample of service workers (N = 427) for reliability and validity purposes. Structural equati
for understanding the qualities of emotional expression and cultural performance in human service organizations.
ations are discussed.
onal goals. Results also showed that deep and surface acting had different consequences for employees. Overall, the study found that emo
d job-induced tension. Implications of the current study and directions for future research are discussed.
nships with the three emotional labor strategies. Overall, the results of this study expand the nomological network of surface acting and de
otional intelligence also moderated th e emotional labor and burnout relmionship. Implications f or researche practice are discussed.
rvice employees. In a 2 x 2 factorial design, the employees varied both the extent of their smiling behavior and their emotional labor displa
ver and client satisfaction
nature of the
*NET job emotional
codes labor that was
and self-reported performed given situational demands. Rather,the key role of emotional intelligence seemed to be as
display
ect on the experience of emotional dissonance and psychological strain at the end of a work shift. Emotional dissonance partly mediated th
exhausted and cynical than deep actors and the mediating role of emotional labor between burnout and job and personality characteristic
conformed to the three-factor model with a Chinese sample.
train and job satisfaction were examined. Depressed mood was found to mediate the relationship between surface acting and job satisfacti
lly, relationship management was related negatively to both directions of behavior-based work-family conflict, but was associated positivel
austion and professional tenure. These results and their practical implications for school administrators are discussed.
utcomes but find no support for such an effect.
ustion and turnover intentions
um; 2) female flight attendants’ emotional labor has a significant positive correlation with their emotional exhaustion; and 3) among the pe
elaborates a different result of emotional labor according to the coping strategy. The analysis result supports this research's assumption. In
gy relationships.
models were proposed and tested in which emotional labor mediated the relationship between customer incivility and outcomes. Data from
ce acting led to increases in subsequent strain while deep acting led to increases in job performance. In contrast, there was no indication o
fic Northwest (N = 109), we assess three primary hypotheses: (a) The greater the emotional management required of officers, the greater w
ncreases “good faith” acting while it moderates the relationship of display rules with “bad faith” acting.
ction was significant, and the significant effect was found in both gender groups. Limitations and practical implications are discussed.
d the relationship between customer mood and employee mood. When employees were in a bad mood, the degree of social support they
cal distress; and finally (e) work-family conflict was positively related to psychological distress
s (HR) practices to assist hotel employees provide quality service while dealing more effectively with the strain associated with the perform
to acute reactions at psychological, physiological and behavioral levels. These reactions finally affect the health outcomes in the form of se
ed almost entirely on the “big five” model. The results in practically all of these cases are often quite surprising and contradictory. Here an
dership fosters growth and development of followers.
s with indicators of impaired well-being and job attitudes but positive relationships with emotional performance and customer satisfaction
dividual-level display rule perceptions and emotion regulation strategies. Finally, unit-level display rules also interacted with individual-leve
ed moderating effects of gender: the within-individual relationships were stronger for females than for males.
ciation with self-reported citizenship behaviors. The implications of the results for future research and practice are discussed.
lts suggest that emotional labor be not necessarily detrimental to workers' engagement. Instead, the impact of emotional labor hinges upo
onflict mediated the relationship between emotional labor and burnout. However, no moderation effect of work–family on the SA–burnou
mplex relationships inherent among emotional labor and other relevant factors, namely, personality, culture, work experience, job autonom
tionships such that women were more likely than men to report positive consequences when engaging in deep acting. POS and gender inte
es to teachers, such as: increase in job satisfaction, commitment, self-esteem, and work effectiveness. This article argues that the contradi
l displays toward others, as well as the ability of religious support and beliefs to buffer the negative effects of emotional labor on individua
exhaustion, and job satisfaction. Additionally, the relationship between emotional labor and affective commitment was mediated by emoti
nalyses showed that perceived authenticity mediates the relationship between the perceived display of positive emotions and perceived p
ent and cynicism, and (c) expression of naturally felt emotions significantly mediated the relation between affective commitment and feeli
e of
in doctoral
racialized,students
gendered impression
while management
conducting at the generalized bureaucratic level; and (2) they rely on instructions grounded in race-b
their doctoral
motion) in the affectivity (a general positive or negative tendency to experience a particular mood)-emotional labor and emotional labor-ps
nd emotional dissonance) partially mediate the effects of organizational EL display rules on burnout.
y by positive and negative emotional regulation strategies.
hat a work unit with a climate of authenticity should provide a self-regulatory break from emotional labor with patients, thus replenishing
sults of structural equation modeling showed that EI had a direct, positive effect on EE and personal accomplishment and a direct, negative
nteractional justice is negatively associated with negative emotions; (3) negative emotions relate positively to surface acting and negatively
lationship is partially mediated through the surface acting to burnout path.
le individuals with higher negative affect exert more effort to enact emotional labor. A positive relationship was found between emotional
ng was high. The results for deep acting were inconsistent. Overall, our results demonstrate how the concepts of surface acting variability a
otional labor states do not incur these harmful consequences. We identify different patterns of worker- and work-related correlates on the
the relationships between emotional labor and job satisfaction and burnout.
nagement students,Hierarchical
ction relationship. the results multiple
show that PSM is negatively
regression associated
analysis revealed with
that surface
surface acting
acting andpredict
could positively
job associated
satisfactionwith
overdeep acting.emoti
and above Amo
0 occasions). The results of multilevel analyses show that daily surface acting at work has an indirect relationship with daily well-being thro
motional exhaustion. Implications and suggestions for human resource management practice are discussed in the study.
s ambivalence allowed hierarchies between women to be reified, rather than dissolved; although plus-sized employees and customers expr
ntributions of the study to theory and to human resource management practices are discussed.
n analysis indicated a positive association between all three workplace stressors and NA and between NA and EE. There was also a relation
iding emotions (r=0.44; p<0.01). In the explanation of emotional exhaustion and depersonalization levels of the employees, the hiding emo
ctors such as support from the organization, or job autonomy. Individual differences such as personality traits and attitudes toward custom
face acting. The positive display rule condition positively predicted deep acting, which further predicted subjective performance in the form
rs and in addition to promote the spirit of service providing and effectiveness of employees, create some competitive advantages for them
d critical feminist perspectives on women’s experiences of work. Second, the author examines the theory of emotional labor and the ongo
l labor performed by employees.
d Emotional Labor in the Hotel Industry is studied. This study also analyses its relationship to selected antecedent variables and outcome va
ons were found not only concerning the scores for emotional labor strategies and core burnout, but also between the respective subscales
tunately, the popular caricature of faceless and uncaring bureaucrats shows that we have a long way to go in this area.
empirical gap. Meanwhile, it suggests that the entire professional system orchestrates different tools--including collective-ritual-like semina
al labor, service climate, and customer satisfaction to provide a more complete view of how salespeople emotion regulation and emotiona
ary studies demonstrates that examining affective dispositions and emotional labor constructs and the pattern of positive and negative res
eaching and teacher education are put forward.
simulation with U.S. college students, and (c) a multilevel study of Taiwanese sales firms. Overall, financial rewards for service performance
lking about (a) the facts that just transpired, (b) the feelings aroused by the encounters, or (c) the positive aspects of the experience, or the
pervision and the two emotional labor strategies, such that the relationships were stronger for employees with lower openness. Findings of
or: perceptions of display rules and the emotion regulation strategies of surface and deep acting. Data were collected from a sample of Am
of emotional exhaustion. In general, personality traits were found to predict emotional labor and all dimensions of emotional labor were fo
ob satisfaction and organizational commitment, while emotional exhaustion only predicts job satisfaction.
ttendants from six airlines was conducted, and the research validated the model by SEM, demonstrating that internal marketing significantly
om Łódź and its surroundings completed a set of questionnaires: Emotional Labor Scale; MoodRegulation Scales, Maslach Burnout Inventor
working with secondary data sources. This article highlights some of the complex ways in which emotions enter the research process during
orrelational study (N = 241) examined links among organizational-level climate variables, turnover-related attitudes, and emotional labor in
ate how what we already know from emotional labor research can affect the outcomes for entrepreneurs and their stakeholders. Third, we
ings of the study indicate that frequent use of surface acting may have detrimental consequences for employees as well as for the organiza
o different types of display rules that prompt the use of different emotional labor strategies, highlighting the importance of how display exp
. Journal of Personality and Social Psychology 54:1063–1070, 1988), and emotional exhaustion was assessed through Burnout Scale (Ericks
xtra role performance; employee creativity mediates
in China fills the
emotional labor is deemed as one of the basic conditions of providing service quality. Emotional labor is generally accepted as one of the
ch extracted by Cronbach's alpha was suitable. The effect of each independent variable on the dependent variable was measured by using
ted in student evaluations through the process of “ducking diversity”. The organizational structure of required diversity courses marginalize
nce sampling field study of 78 bus drivers, we found that daily surface acting was connected to increases in each of the outcomes noted abo
he means to establish a suitable work environment that encourages hospitality employees to perform genuine or deep acting while minim
ce of service sabotage. We also hypothesized burnout to have, a mediating effect, while emotional intelligence has a buffering effect on th
ed anxiety less frequently. Teachers reported suppressing or faking their emotions during roughly a third of all lessons. Furthermore, EE wa
emorial services, and reframing loss to find meaning in work. The organization had strong staffing, but emotional labor was not recognized
sociated with decreased emotional exhaustion. Moreover, coworker support significantly attenuated the harmful impact of emotional dem
hose with low prosocial motives, presumably by allowing them to “act” like they want to help others. This helps to explain the weak relation
/private). A survey was conducted with the participation of 370 primary school teachers from Ankara, Turkey. Results indicated that Turkish
urrent focus. Applying job demands–resources theory, this study investigates how a frontline employee's customer orientation helps to dev
beyond burnout, by integrating interpersonally targeted organizational citizenship behavior (OCB-I). Specifically, we found that naturally fe
re may be more beneficial for high than for low reward-sensitive individuals. Hypotheses were tested in a sample of 237 service workers (N
moderators of the relationship between emotional labor and worker well-being. The findings suggest that surface acting emotional labor i
ention among employees in service occupations, emotional demands placed on them should be reduced while their level of emotional inte
al support and job autonomy. To this end, a questionnaire was employed to employees of hotels operating in Antalya Province. Results of t
archive, I argue that emotion can play a foundational role in generating activist interventions and building the necessary community require
hers’ emotion appraisal (OEA) on surface acting were shown to be significantly higher among female employees than among males. Furthe
sample irrespective of the demographic influences. This relationship proved to be higher and positive for the female married segment thu
ly committed employees engage in more surface acting. At the end, the implications of the findings are discussed.
tional conflict as an emotional scenario.
and suggest a future direction of research on emotional labor on the basis thereof. In addition, it attempts to look for positive aspects of th
create a more positive work climate and better customer service.
e preschool teachers. This study also discussed the human resource management issues related to preschool teachers based on the researc
al labor among primary and secondary school teachers.
“actually feel” the emotions one wishes to display, such as compassion for a patient’s problem. Methods: A large sample of 24,586 (33.9%
ued research into emotional labor, including its impact on EMS professionals is recommended, as well as role play training to help EMS prof
l a positive relationship between the variety of emotions displayed during the projects, operational effectiveness and flexibility while emoti
me. This studyaffecting

nd positively was conducted to reveal
the emotional the relationship
burnout between the but
and depersonalization, emotional labor and and
was significantly burn-out levelsaffecting
negatively of shopping mall employees,
the sense of personalwho
ach
o critically shape the role of surface acting. The positive, indirect relationship between surface acting and coworker harming, through ego d
labor, is a frequently used emotional labor strategy that has positive effects for both employees and customers. We examine how identity p
iction of employee well-being, and (d) influence on organizational performance. On this path, we introduce emotional labor as a dynamic i
g from a person-centered perspective. Using latent profile analysis, we identified 5 emotional labor profiles—non-actors, low actors, surfac
ngingness needs of employees. Further, via an organizational justice lens, we argue that emotional labor is an unfair labor practice because
ancy between felt and required emotions) on daily psychological well-being (ego depletion, need for recovery, and work engagement). In a
simulation to examine how shifts in customer incivility impacted on continuous measures (captured every 200 milliseconds) of participants
ntentions of using crowdfunding in the culture industries. Crowdfunding appears to advantage culture producers with particular personalit
relationship exists in the mediation between emotional labor and burnout. Specifically, the ability to regulate one’s own emotions decreas
nts, people of color experience an unequal distribution of emotional labor as a result of negotiating both everyday racial micro-aggressions
bor than women, men benefit from their emotion management in ways that women do not. Gender moderates the relationship between t
omprises two subscales: cognitive reappraisal (an antecedent-focused factor aimed at changing the way a situation is construed so as to de
essionals. However, it is possible to predict that the regulation of emotions may have a negative impact on teachers in terms of their psych
strategies, deep acting enhanced job performance and reduced burnout, while surface acting improved work performance but increased b
an object, EASW is not facilitated. EASW seems to be facilitated when the horse is perceived as a subject by both staff and clients, provide
to examine the behavioral profile (i.e., class) of employees’ deployment of emotional labor strategies and how these profiles relate to job s
abor (surface acting, deep acting, and genuine expression) and the associated psychological costs (psychological effort, emotional dissonan
ker. Emotional labor can have both positive and negative effect on the work, and knowledge about different kinds of emotional labor can a
ers and line employees. Data were collected from 309 customer-contact hotel managers and line employees in the United States. Results o
ngs show that emotional labor exists primarily when interacting with customers, colleagues, and superiors. Librarians performed significan
onal exhaustion, and deep acting had no significant effect on emotional exhaustion. Moreover, emotional labor mediated the relationship
cally expressed emotion contributes to job satisfaction. But when workers must express an emotion they do not actually feel, the level of jo
more quickly as compared to a person who is high in anasakti. Results from 116 ASHA workers bring forth that Asakti-Anasakti mediates t
amework intersects research on emotional labor with recent geographic literature on children, urban governance, and emotions. We explo
plications for those reporters who engage in it.

rpose of relation
waspaper
foundisbetween
to clarifydeep
the relationship between emotional labor and non-task behavior more specifically.
ve emotions while display rules govern appropriate
formed mid-level emotional labor in general.
results showed that work engagement partially mediated the relation between deep acting and OCBO, and that between the expression o
cting strategies and their consequential behavioral outcomes. Some results were statistically significant and supported the concept of EI an
n was
the perceived
two, and thatinauthenticity. Theseintelligence
leaders’ emotional results indicate the benefits associated with teachers' impressions of personnel officials' authentic e
n, “optimism” exerted a mediating
e reviewed and discussed in the entry.

erarchical positions report different levels of emotional labour or does emotional labour increase as the job position increases? Third, do le
equently suffer from greater practice stress and emotional labor. The results are expected to be used as fundamental data that can help im
is article, we introduce and conceptualize emotional and cognitive labor as consequences for people of color as they navigate everyday life
tistically significant positive correlation was established in the following three, the positive correlation between self-efficacy and grade level
erstudied industry with regard to either emotional labor or political skill. We found that perceptions of positive display rules and levels of p
wyers interviewed in this study cope with their own feelings by using emotional labor to suppress the spontaneous expression of personal f
p of surface acting with job satisfaction is exacerbated at high levels of surface acting. Overall, this study enriches current research findings
ffects of surface acting leading to withdrawal. Using data from two sources, collected at two points in time, we surveyed 121 nurses and link
intelligence moderated the relationship between surface acting and emotional exhaustion. These results reveal the important role of emo
austion, and CWB and (2) EI and affectivity impact emotional labor, emotional exhaustion and CWB. Through the integrated model, we hav
ositively related to service employees' psychological capital, which, in turn, fostered deep acting but not surface acting. Deep acting was ne
positively related with job satisfaction and deep acting while negatively related with surface acting. This study also found that emotional la
abor's impact on employee emotional well-being. Specifically, Study 1 measured emotional labor at the between-person level as habitual e
d such acting as a survival skill. Teachers expressed relief at having a language for their emotional work, suggesting that the theory offers a
onal labor. By educating emotional laborers to reappraise situations to increase their job satisfaction and avoid burnout, reappraisal training
ase, through effective management of such labor should not be underestimated.
e (CCS) among pre-flight attendants in the undergraduate airline service programs. The results of the study revealed that the better pre-flig
itigating effect on emotional labor amongst male faculty, but heightened stress amongst female faculty. Together, the data suggest that, co
slow pace of committee-led change. Other times, through deep acting, members internalized new emotional reactions, such as pride, inste
ys a more critical role in the reduction of surface acting has important managerial implications. The recruitment and selection of frontline e
fit (PCF), to reflect employees’ perceived fit with customers. Although many researchers have investigated the relationship between custom
findings further suggest that reappraisal and deep acting are linked to experiencing positive emotions, whereas suppression and surface ac
g, but not deep acting, and positively related to genuine emotional displays. We also found that surface acting is negatively associated with
essential to nursing practice. But is emotional labor a universal construct, or is it particular to cultural context? How much can be imported
reflect findings of psychological research on emotional labor and also that business normative guidelines should encourage the display of s
otional labor strategies and job performance. These suggestions will allow human resource managers to select the right employees and pre
ting). Further, we examined if emotional presence and acting strategies predict job satisfaction as well as burnout. Data collected from 130
otional labor and burnout of service industry employees.
e influence on organizational commitment. Thus, resilience should be actively promoted and a program developed to enhance the resilienc
actors can be conducted.
dern managers and therefore, they are trying to find ways to reduce or eliminate it. The purpose of this study is to empirically test the med
and spending money. Even when customers were highly involved in the purchasing process, they spent less money when they observed e
for them to avoid feeling that they were taking advantage of customers who might have been better off without the service they sold them
int attention similar to humans; however, its attentional shift is weaker than in humans.
ting was not related to any burnout dimensions. The study findings suggest essential recommendations for researchers and industry manag
vice encounter. We begin by reviewing the two main conceptualizations of mindfulness: the cognitive and the contemplative. We then expl
the frontstage is processed in backstage spaces where servers interact out of earshot of customers. In this space, servers mitigate the stres
with activation- and inhibition-oriented traits. Empirically, across two studies, we employ a multilevel approach (i.e., within- and between-p
or individuals' psychological well-being.

d spousal ratings of family quality. Although deep acting at work is positively related to deep acting at home, deep acting at home is not sig
heory by studying 161 matched responses from entrepreneurs and investors during business idea pitch events. Results confirmed a positive
ch using observation and in-depth semistructured interviews was used. The findings provide interesting insights into how students experie
labor (ELS), burnout (ABQ), and turnover intentions. In study 2, a 6-month longitudinal design was used to examine measures of organizati
on regulation self-efficacy moderates the role of surface acting. The positive indirect relationship between surface acting and coworker har
of the work shift was positively related to daily surface acting and unrelated to daily deep acting. Furthermore, daily surface acting mediate
themes: (a) factors influencing emotional labor enactment, (b) emotional labor enactment, and (c) professional and personal outcomes. Th
tionship between deep acting and job performance was strengthened by perceived supervisor and coworker support. The negative relation
the boxing gym from “the street” and the use of “emotional regimens” in training. The coaches in this study acted as “old head” mentors fo
h surface acting and negatively associated with genuine expression. Further, teacher burnout was positively associated with turnover inten
ack pain; higher deep acting levels were significantly and inversely associated with low back pain. Study findings could inform occupational
ozation, organizational
experienced trustviolence.
workplace leads toOn
positive attitudes
comparing the and behaviors.
present scores This
with research
13 other also explores
service antecedents
occupations, it wasoffound
emotional labor
that toll and organ
collectors had
e study. In addition to that, it appeared that organizations which have a call center department tend to train their employees on the bases
s have an impact on their tendency to display emotional labor behaviors. The study presents valuable theoretical and practical implication
cate that teachers should perform emotional labor wisely.
oy and the affect alien. It applies these lenses to explore problematic experiences of women initiates at conferences. The paper proceeds w
ess of grief display. Employees often struggled to find the time and space to deal with grief, and faced normative constraints on grief expre
of the second study confirm emotional labor’s impact on their work-life balance perception. Conversely, job satisfaction is solely influence
ected in two key ethnographic “moments”: collecting data and writing the research narrative.
en P–O fit is high. Emotional labor partially mediates the interactive effects of P–J and P–O fit on service interaction quality and customer s
oping and support mechanisms may be beneficially adapted to the Filipino sample's distinctive cultural orientation, to maximize benefits an
emotional labor model–display rules. Study 2 assesses the psychometric soundness of the newly developed customer display rules scale us
bor has major two types, firstly surface acting (faking emotion), secondly deep acting (try to modify inner feelings). First one is not harmful
ng is positively related to emotional exhaustion and turnover intention. Furthermore, frontline employees in hotels have presented job bur
sequences on companies, and the way internal marketing practices affect employees ‘emotional labor behavior are the matters of concern
management have become more professionalized over the last several decades. This professionalization has led to a focus on the rational
mediated the relationship between PSM and customer service behavior. We also found that the relationship between PSM and emotional
as displayed between deep acting and emotional exhaustion. The results also revealed that different types of emotional labor fitness emplo
ceived mindfulness has a significant negative influence on their surface acting, which ultimately has a significant positive effect on their em
tion, and burnout (consisting of emotional exhaustion, depersonalization, and personal accomplishment). Multiple regression analyses show
ships between individual deep acting and outcome variables were dependent upon the level of peer deep acting in the team. As expected,
entory and the Emotional Labor Questionnaire as measurement instruments. A total of 225 interns and residents in central Taiwan answere
ects of genuine emotions and surface acting on turnover intentions were strengthened when supervisors communicated with other colleag
ple regression analysis were conducted. Questionnaires were used to collect the data from 199 secondary level teachers of private schools.
ue. Data were collected by nurse practitioners and also medical professionals regarding staffs from the private and government hospitals lo
the association of these stressors with depressive symptoms. Scores for job stress subscales such as job demand, job control, and job insec
the tourism sector. In our research we have reached conclusion that because of their emotional labor in the emotional labor process.of the
eractions between the two.
was adapted by Kaya (2009) was administered to the teachers in the study. This scale was adapted for educational field. For the quantitative
tional labor, indicating the need to analyze the topic on a fine-grained level. We conclude by deriving propositions for future research and p
rally plays a positive role in the emotion regulation process. It is also noted that although psychological capital can reduce employees’ emo
d of the workday. In turn, need for recovery was expected to associate negatively to vigor at bedtime through reduced relaxation during leis
comprised 28 insurance agencies in Jordan. Data were collected by questionnaire; the final number of usable survey forms was 193, with a
ust also be reduced.
. The results indicated that female principals display leadership functions in a high level. In addition to this, teachers display surface acting
labour when doing digital media work, such as micro-celebrity. However, this involves negotiating expectations, traits, and values of mascu
m such labor. Moreover, I highlight the shifting perception of the field and the related moves to expand emotional labor. Finally, I discuss wa
employees’ proactive customer service performance via deep acting, whereas abusive supervision was positively associated with employe
employees to flirt to maintain an appropriate customer feeling. Customers saw flirting as a kind of game employees ‘play’ to increase profi
at the indirect effect of servant leadership on surface/deep acting via affective trust is stronger than the indirect effect via cognitive trust. O
= 25) responses in identifying the most common emotions experienced by these teachers and how their relationships with students engend
hypothesized to lead to lower job satisfaction. Implications for future theory development and empirical research on emotional labor are d
lidity purposes. Structural equation modeling also was used to establish relationships among emotional labor’s dimensions and various an
verall, the study found that emotion regulation is a viable platform for understanding emotional labor.
network of surface acting and deep acting and suggest that the expression of naturally felt emotions is a distinct strategy for displaying emo
che practice are discussed.
and their emotional labor display by engaging in surface or deep acting. The results show that the authenticity of employees' emotional la
nal intelligence seemed to be as a predictor of the perceived situational demands,which, in turn, predicted the nature of emotional labor t
al dissonance partly mediated the relationship between psychological strain at the start and psychological strain at the end of a work shift.
ob and personality characteristics is found to be rather weak. Managerial implications for hotel operators are discussed.
n surface acting and job satisfaction.

flict, but was associated positively with both directions of work-family enhancement. Results support the expansion of job-related emotion
discussed.
exhaustion; and 3) among the perspectives of emotional labor, the qualities of “deep emotional masking” and “multiformity” have a signifi
ts this research's assumption. In other words, it was found that it is highly probable to have only negative consequences of emotional labor
ncivility and outcomes. Data from 120
ntrast, there was no indication of reverse causation: Neither strain nor job performance had a significant lagged effect on subsequent surfa
equired of officers, the greater will be their levels of burnout, (b) The greater the dissonance between officer’s own values and those of var
mplications are discussed.
he degree of social support they obtained moderated the relationship between their mood and service performance. Managerial implicatio
rain associated with the performance of emotional labor are also offered.
ealth outcomes in the form of several illnesses such as depression, hypertension, coronary heart disease and alcoholism. In this relationshi
ising and contradictory. Here an alternative, more conservative and more productive approach to individual differences is used and the res
mance and customer satisfaction (ρs .18 and .37). A meta-analytic regression analysis provides information on the unique contribution of e
o interacted with individual-level dispositional affectivity to predict employee use of emotion regulation strategies. We discuss how future
tice are discussed.

ct of emotional labor hinges upon workers' ability to correctly identify interaction partners' emotions.
f work–family on the SA–burnout relationship was found. The results are discussed with respect to the general literature on the stress–stra
e, work experience, job autonomy, and job satisfaction; job satisfaction was identified as being dependent on emotional labor and all other
deep acting. POS and gender interacted with deep acting in predicting cynicism such that POS was related to reduced cynicism in response
article argues that the contradictory findings would be caused by the misconceptions and misinterpretations of the concept of emotional
of emotional labor on individual employees. Our hope is that these ideas spark interdisciplinary research on emotional labor that draws on
mitment was mediated by emotional exhaustion and job satisfaction. Genuine positive expression was the only emotional labor variable to
ositive emotions and perceived performance success, while the specific senders’ emotion regulation technique was not related to perceived
affective commitment and feelings of professional inefficacy. These findings suggest that specific emotional labor strategies may represen
instructions grounded in race-based survival strategies to cope with challenges they face in unwelcoming work environments with concret
nal labor and emotional labor-psychological distress relationships among 210 university teachers. Specifically, we found that (a) regulation
with patients, thus replenishing resources and buffering against strain from emotional labor. We tested this multilevel prediction by survey
mplishment and a direct, negative effect on ED and depersonalization. EI was also found to indirectly affect job satisfaction and emotional ex
to surface acting and negatively to deep acting; (4) surface acting leads to lower job satisfaction, whereas deep acting leads to higher job s
p was found between emotional contagion and emotive dissonance, and emotive effort and job satisfaction. The results also suggested a ne
epts of surface acting variability and deep acting variability can extend theory and research on emotional labor as well as on self-monitoring
d work-related correlates on the basis of emotional discordance–congruence, as well as interesting occupational differences in these relatio
ssociated with
atisfaction overdeep acting.emotional
and above Among theintelligence
PSM dimensions, attraction to policy making is positively associated with surface acting; compassio
dimensions.
onship with daily well-being through daily surface acting at home. In addition, we found a bi-directional crossover of surface acting at hom
d in the study.
d employees and customers expressed gratitude to have Real Style as a “safe space” to work and shop, workers experienced gender segreg
and EE. There was also a relationship in the opposite direction with EE and CO, as hypothesized. The moderating effect of organizational lev
of the employees, the hiding emotions variable of the emotional labor variable was found to be statistically significant.
aits and attitudes toward customers also impact the effects of emotional labor on employees. Because emotional labor is a critical issue in
ubjective performance in the form of observer-rated positive emotional displays.
ompetitive advantages for themselves. Totally, 136 questionnaires were distributed to nurses, serving in a community hospital, which the r
of emotional labor and the ongoing challenge of accounting for exploitative power relations in field work. Finally, the author suggests that
cedent variables and outcome variables and determines a good model fit for the same.
etween the respective subscales. The regression analysis indicated the intensity of emotions being regulated in service encounters as the b
in this area.
uding collective-ritual-like seminars, professional knowledge, the institution of supervision, and tempo-spatial segmentation--to facilitate th
motion regulation and emotional deviance, and the organization’s practices and service climate shape customer satisfaction. I discuss and e
ttern of positive and negative results helps to clarify and add specificity to the literature. Results were consistent with the perspective that s
rewards for service performance enhanced, rather than undermined, satisfaction from EL requirements and effort (i.e., surface acting) with
aspects of the experience, or they were asked to complete a filler task. Results from quantitative data revealed that participants who engag
with lower openness. Findings of our study contribute to the literature on workplace emotions and negative leadership.
e collected from a sample of American librarians in 46 states from public, academic, special, and K–12 libraries who completed a survey. Bi-
sions of emotional labor were found to affect emotional exhaustion. Further, findings of mediation analysis showed that surface acting was
at internal marketing significantly and positively influences customer-oriented behavior. In the analysis of the mediating effects of emotiona
cales, Maslach Burnout Inventory, and Empathic Sensitivity Scale. Results: The results provided mixed supportfor the hypotheses indicating
nter the research process during secondary analysis, and the ways in which we engaged with and managed emotional states such as anger
attitudes, and emotional labor in the field of child life. Hypotheses were tested through correlational and hierarchical regression analytic pr
and their stakeholders. Third, we discuss how the entrepreneur’s performance of emotional labor shapes the entrepreneurial environment
oyees as well as for the organization. Managerial implications of the study are discussed.
e importance of how display expectations are framed for employees.
ed through Burnout Scale (Erickson and Ritter Social Psychology Quarterly 64(2):146–163, 2001). Hierarchical regression analyses provided
enerally accepted as one of the role requirements of the employee and expresses the efforts for exhibiting certain emotions requested by
variable was measured by using regression model. All independent variables were accounted for about 66 percent of the variability , but th
red diversity courses marginalizes the scholarship and emotion work of minority instructors and inherently reproduces the very inequalities
each of the outcomes noted above. Moreover, surface acting had an indirect effect on emotional exhaustion and insomnia via state anxiet
uine or deep acting while minimizing incidents of surface acting. While the study was conducted in Israel and its conclusions should be gen
ence has a buffering effect on the mediated relationship, between emotional dissonance and service sabotage via burnout. The results of m
all lessons. Furthermore, EE was reflected in teachers’ decreased experiences of enjoyment and increased experiences of anger. On an int
otional labor was not recognized, supported, or rewarded. The findings can contribute to the development of interventions to nurse the nu
armful impact of emotional demands. Based on these findings, this study suggests, rather than emphasizing negative display rules, it is mo
elps to explain the weak relationship of prosocial motives with performance and suggests implications for research and practice.
ey. Results indicated that Turkish primary school teachers mostly engage in genuine emotions in their relationships with students. Female t
ustomer orientation helps to develop positive work engagement, even in the face of contextual demands. Engagement is then linked positi
fically, we found that naturally felt emotions were positively related to OCB-I. Finally, we established that interpersonal influence could act
ample of 237 service workers (N = 1,584 daily reports) who completed a general survey and daily surveys over the course of 10 working da
surface acting emotional labor is harmful to workers because it increases feelings of self-estrangement. In addition, a worker’s sense of se
while their level of emotional intelligence should be enhanced.
in Antalya Province. Results of the analyses support that emotional labor has a negative effect on emotional exhaustion. Emotional labor a
he necessary community required for contributing to social change, but can also have a deleterious impact on the individuals involved. It is
oyees than among males. Furthermore, the effects of the use of emotions (UOE) on deep acting were larger in the FOH than in the BOH. H
he female married segment thus creating latitude for policymakers to examine the nuances.
to look for positive aspects of the results of emotional labor.

ol teachers based on the research results and proposed some suggestions for future research.
A large sample of 24,586 (33.9% response rate) nationally certified EMS professionals filled out a short paper and pencil survey in the Fall,
ole play training to help EMS professionals increase their deep acting skills
veness and flexibility while emotional dissonance is found to be negatively associated with flexibility and responsiveness. These findings als
of shopping
ffecting mall employees,
the sense of personalwho work in shopping
achievement. malls andthat
It was indicated areemotional
supposed effort
to reflect
wasthe corporateand
significantly culture.
oworker harming, through ego depletion, is buffered among employees with higher emotion regulation self-efficacy. These findings shed n
mers. We examine how identity processes shape how employees experience emotional labor, and we maintain that when employees identi
e emotional labor as a dynamic integration of three components (i.e., emotional requirements, emotion regulation, and emotion performa
s—non-actors, low actors, surface actors, deep actors, and regulators—and found that these actor profiles were distinguished by several em
an unfair labor practice because employees in such circumstances are (1) undervalued by the organization (constituting distributive injustic
very, and work engagement). In addition, we examined 3-way interactions of self-control capacity, sleep quality, and emotional dissonance
200 milliseconds) of participants’ felt emotions, surface acting, deep acting, and vocal tone during a single interaction. Results provided evi
ducers with particular personality structures while disadvantaging others. In sum, crowdfunding seems beneficial but might be useful only
ate one’s own emotions decreases burnout. Implications for training and development are discussed.
veryday racial micro-aggressions and dismissive dominant ideologies that deny the relevance of race and racism. As a result they must acti
erates the relationship between two dimensions of emotional labor (i.e., surface acting – covering emotion and deep acting) and two outco
situation is construed so as to decrease its emotional impact) and expressive suppression (a response-focused element targeted at inhibitin
teachers in terms of their psychology. Burnout can be described as one of those impacts. Purpose of the Study: The purpose of this resear
ork performance but increased burnout. Such results suggest that airlines can improve their flight attendants’ performance and reduce bur
by both staff and clients, provided that the staff gave meaning to the horse’s behavior. The staff needed to highlight empathy for the horse w
how these profiles relate to job satisfaction and burnout. Three latent classes were identified, and the results showed that employees with
ogical effort, emotional dissonance, and feeling of authenticity), and link them to the key outcomes of job satisfaction and job burnout. Our
nt kinds of emotional labor can aid professional discussion about emotions at the work place as well as the psychosocial working environm
es in the United States. Results of hierarchical regression analysis revealed that display rule perception, emotional intelligence, and sense o
. Librarians performed significantly more surface acting than deep acting in regulating their emotional expressions and reported feeling a w
abor mediated the relationship between the teachers’ perceptions of the school climate and emotional exhaustion. Programs aimed at im
o not actually feel, the level of job satisfaction varies according to gender. While it is not associated with either job satisfaction or turnover
that Asakti-Anasakti mediates the relationship between emotional labor strategies and burnout.
rnance, and emotions. We explore the idea of children's and young people's emotional labor through an analysis of a collaborative effort b
ore specifically.
d that between the expression of naturally felt emotion and OCBI. Work engagement also fully mediated the association between deep ac
d supported the concept of EI and EL acting strategies. The survey was administered in five star casino hotels in Macao. Frontline employee
f personnel officials' authentic emotional displays. Therefore, emotional authenticity might be important for an individual's ability to under
b position increases? Third, do levels of emotional labour predict levels of job performance across different positions in organizations? We
ndamental data that can help improve the quality of practical education and the practice environment and develop nursing education prog
or as they navigate everyday life, including interactions with policing agents.
een self-efficacy and grade levels (p<.05), the positive correlation between meta-cognitive awareness and departments (p<.05), and the po
itive display rules and levels of political skill differed by job type, but that perceptions of negative display rules, surface acting and deep acti
taneous expression of personal feelings, while working to evoke a display of emotions that does not run afoul of traditional standards of leg
riches current research findings by incorporating the role of the occupational context, and provides insight into alternative evaluations of E
we surveyed 121 nurses and linked these data to absenteeism data collected 12 months postsurvey. Results showed direct effects of surfac
eveal the important role of emotional labor on coaches’ well-being.
gh the integrated model, we have studied the indirect roles of emotional labor and emotional exhaustion. This is one of the few studies tha
rface acting. Deep acting was negatively related to emotional exhaustion, while surface acting showed a positive relationship. Emotional ex
udy also found that emotional labor mediates the positive relationship between CO and job satisfaction. This study did not find a moderatin
tween-person level as habitual emotional regulation strategies used by service employees, and Study 2 measured emotional labor at the w
ggesting that the theory offers a framework for supporting special educators as they face the emotional demands of the job.
oid burnout, reappraisal training and education are expected to result in increases in positive emotions and decreases in negative emotion
revealed that the better pre-flight attendants understand their emotions and use them appropriately, the more they display their true em
gether, the data suggest that, compared to customer-service settings, emotional performance requirements in academia are both different
nal reactions, such as pride, instead of resentment, when helping coworkers even after their own shifts had ended.
ment and selection of frontline employees should incorporate an assessment of the level of CO. The results of this study strongly suggest th
the relationship between customers and frontline employees, the research has primarily focussed on the employees’ perceived fit with the
ereas suppression and surface acting are linked to experiencing negative emotions. However, there also were some differences in how emo
ting is negatively associated with genuine emotion displays and felt authenticity, while felt authenticity and AL are positively correlated. Ho
ext? How much can be imported from one study to the next? We compare nurse job stress in individualist and collectivist countries and rev
hould encourage the display of smiling faces along with direct eye-gaze to motivate a positive customer experience. No support was found
lect the right employees and prepare them to meet customers' varied requirements through using deep acting, demonstrating adaptive se
urnout. Data collected from 130 online customer service workers indicated that they perceive the highest emotional presence in phone co
veloped to enhance the resilience of nurses.
dy is to empirically test the mediating role of relationship conflict and conflict management styles on the relationship of personality and em
ss money when they observed employee inauthenticity as manifested in Surface Acting. However, Deep Acting positively moderated the re
ithout the service they sold them. Men were able to help clients in a way that did not conflict with their role as salespeople. Women agent
researchers and industry managers.

he contemplative. We then explore the service encounter from the perspective of emotional labor and show how mindfulness can change
space, servers mitigate the stress associated with the emotional labor demands from the frontstage by relying on racialized and classed dis
oach (i.e., within- and between-person), a multisource approach (i.e., self, coworker, customer), and a multicontext approach (i.e., banks an
me, deep acting at home is not significantly related to family quality. Work-to-family positive spillover strengthens the relationship between
ents. Results confirmed a positive indirect effect of perceived passion on intention to invest. The relationship was mediated by investor’s ev
sights into how students experience emotional labor while in practical training. It is significant that these findings indicate that the student
examine measures of organizational stressors (OSI-SP), emotional labor (ELS), turnover intentions, and actual turnover. Study 1 showed tha
surface acting and coworker harming, via ego depletion, is buffered among employees with higher emotion regulation self-efficacy. These fi
ore, daily surface acting mediated the relationship between strain at the start of the work shift and (a) service performance and (b) strain a
ional and personal outcomes. The findings provide a novel contribution to understanding the professional demands faced by practitioners
er support. The negative relationship between surface acting and job performance was exacerbated by perceived supervisor support, indica
y acted as “old head” mentors for their fighters and used emotional regimens to encourage a particular form of masculinity with their ama
y associated with turnover intention. Mediation analysis showed that teacher burnout fully mediated the trajectory from emotional labor s
dings could inform occupational health nurses as they delineate differentiated strategies, according to the nature of surface and deep actin
nts
wasoffound
emotional labor
that toll and organizational
collectors trust.level
had the highest Interaction characteristics
in “emotional disharmonyof emotional
and hurt,”labor are considered
“organizational for the former,
surveillance and supervisory
and monitoring,” and “
n their employees on the bases of surface acting in order for them to be able to deal with all types of customers and present the best perf
oretical and practical implications for research on PsyCap and emotional labor at school organizations.
nferences. The paper proceeds with a theoretical discussion of gender, emotional labor, and affect. Then the paper discusses women acade
mative constraints on grief expression at work. Findings illustrate the complex ways health care employees negotiate and maintain both car
ob satisfaction is solely influenced by emotional dissonance. Work-life balance and job satisfaction further drive employees’ commitment. R
teraction quality and customer satisfaction; service interaction quality relates positively to customer satisfaction. These findings have multi
ntation, to maximize benefits and minimize the harm of enacting emotional labor.
d customer display rules scale using two samples and further quantitatively assesses the customer emotional labor framework. Findings of
eelings). First one is not harmful for employees in service job because it is supposed to be in-line with organizational objectives. Second on
in hotels have presented job burnout and obvious turnover intention.
havior are the matters of concern. The purpose of this study is to examine how internal marketing activities in tourism enterprises affect th
as led to a focus on the rational mind over the emotional body. By engaging in emotional labor, emergency professionals are engaging in ca
hip between PSM and emotional regulation strategies depended on levels of customer hostility and gender groups. Contrary to our hypothe
of emotional labor fitness employees utilize can impact various employee well-being outcomes. In addition, emotional intelligence was fou
ficant positive effect on their emotional exhaustion. In addition, the significant positive association between surface acting and emotional e
Multiple regression analyses showed that display rule recognition was positively related to surface acting, and surface acting was positively
acting in the team. As expected, individual and peer surface acting had only direct relationships with the same outcomes. These findings pr
idents in central Taiwan answered structured questionnaires before beginning their OSCE. The major statistical analysis method employed
ommunicated with other colleagues less intimately but that there was not an effect related to the extent to which they communicated with
evel teachers of private schools. The results of correlation and multiple regression showed the negative impact of personality on burnout, p
vate and government hospitals located in Gujranwala. Study findings highlighted the negative consequences of emotional labor strategies s
mand, job control, and job insecurity were higher among sales workers than among manual workers (p < 0.01). The multiple regression an
e emotional labor process.of the fewer experience of workers experienced workers should be given priority in face-to-face communication
ational field. For the quantitative dimension of the research, 266 scales were analysed by using percentage, means, frequency and standar
sitions for future research and practical recommendations.

ital can reduce employees’ emotional exhaustion, employees with high psychological capital who practice surface acting may suffer increas
gh reduced relaxation during leisure. Fifty Dutch and Polish employees first filled in a survey, and then a diary for five consecutive workdays
ble survey forms was 193, with a response rate of 64.3%. Results show that the popularity levels of controlling enthusiastic responses are id
teachers display surface acting rarely and exhibit deep acting and genuine emotions in a high level. Pearson correlation and simple regress
tions, traits, and values of masculinity. It is also found that digital media technologies direct a professional sport ‘technosoma’ that network
otional labor. Finally, I discuss ways to move forward in a neoliberal academia.
sitively associated with employees’ service sabotage through surface acting. Furthermore, being perceived as a powerful supervisor is an im
mployees ‘play’ to increase profits. Flirting comprises an element of hospitality employees’ informal protocol, irrespective of the customer
direct effect via cognitive trust. Our research reveals that servant leadership influences employees’ emotional labor more through affective
ationships with students engendered emotion labor as well as emotional rewards. We consider these aspects of teacher experience in term
search on emotional labor are discussed as well.
bor’s dimensions and various antecedent variables, facilitating development of a model of emotional labor.
stinct strategy for displaying emotions at work and should be included in research on emotional labor.
ticity of employees' emotional labor display directly affects customers' emotional states. However, contrary to expectations, the extent of e
d the nature of emotional labor that was performed. Workers with higher levelsof emotional intelligence were found to be more likely to pe
strain at the end of a work shift. Results are discussed in light of conservation of resources theory (Hobfoll, S. E. (1988). The ecology of stre
re discussed.
xpansion of job-related emotional labor to include other- as well as self-focused aspects.
and “multiformity” have a significant predictive effect on emotional exhaustion.
onsequences of emotional labor only when emotional labor is executed through deep acting and surface acting, but the reverse in the cas
agged effect on subsequent surface or deep acting. Overall, results support models of emotional labor suggesting that surface and deep acti
er’s own values and those of various reference groups, the greater will be their levels of burnout, and (c) In combination, value dissonance
rformance. Managerial implications and suggestions for future research were also provided.
nd alcoholism. In this relationship of emotional labor and health outcomes social support, interpersonal competence, coping and defense m
al differences is used and the results show, for example, that performance of employees belonging to the “T” type in Jung’s typology, and s
on the unique contribution of emotion–rule dissonance, surface acting, and deep acting in statistically predicting well-being and performa
rategies. We discuss how future research on emotional labor and display rules, particularly in the health care setting, can build on these fin
eral literature on the stress–strain relation and work–family conflict.

on emotional labor and all other variables were identified as being independent. Findings revealed a negative relationship between emotio
to reduced cynicism in response to deep acting for women but not for men. These results indicate that organizational policies and training
ons of the concept of emotional labor.
on emotional labor that draws on a wider body of perspectives in management.
only emotional labor variable to have significant direct relationships with all outcomes. For U.S. faculty, the experience of emotional labor
que was not related to perceived performance success. Furthermore, results showed that perceived performance success mediated the re
al labor strategies may represent psychological mechanisms intervening in the relationship between affective commitment and burnout de
work environments with concrete ceilings. Our analysis of these aspects of workplace behavior reveals that black women co-mingle etique
lly, we found that (a) regulation of emotion was a particularly important emotional intelligence dimension in influencing the use of deep ac
s multilevel prediction by surveying 359 health care providers nested within 48 work units at a large, metropolitan hospital. We find that m
ob satisfaction and emotional exhaustion through the mediating roles of personal accomplishment and ED, respectively. Additionally, ED w
deep acting leads to higher job satisfaction; and (5) job satisfaction leads to higher service quality and lower turnover. The implications sug
n. The results also suggested a negative relationship between emotive effort and emotional exhaustion. An unexpected negative relationsh
bor as well as on self-monitoring.
tional differences in these relationships. Lastly, we find discordant forms of emotional labor partially mediate the effects of organizational d
d with surface acting; compassion is negatively associated with surface acting and positively associated with deep acting; and commitment
ossover of surface acting at home and well-being between both members of the couple. These findings indicate that emotional labor has im
rkers experienced gender segregation of jobs, and thinner employees were privileged with special tasks. Further, managers and white (but
rating effect of organizational level on the workplace stressors–NA relationships was also confirmed. In addition, in an alternative model, w
significant.
otional labor is a critical issue in library work, and because evidence suggests positive outcomes can be fostered, there is a need to study ho
community hospital, which the results from analysis of them based on simple linear regression and multiple hierarchical regression show th
Finally, the author suggests that the nexus of emotional labor and empathy/complicity in research is an area worthy of further investigation
ed in service encounters as the best predictor for burnout in the case of the sample in discussion. Likewise, in a second model, the variety o
tial segmentation--to facilitate the multidimensional emotional labor. The results show that social workers delivering services to the stigma
omer satisfaction. I discuss and examine the following: the compositional effects of emotional labor and emotional deviance and the influe
stent with the perspective that surface acting emotion regulation strategies have a pattern of negative relationships with work outcomes o
d effort (i.e., surface acting) with customers. Performing EL by modifying feelings (i.e., deep acting) was positively related to job satisfaction
aled that participants who engaged in difficult (vs. neutral) customer interactions reported more surface acting and felt more anger. Engagi
e leadership.
ries who completed a survey. Bi-variate and multi-variate correlations, as well as ANOVAs, were used to test relationships among emotiona
s showed that surface acting was the only mediator in the relation between neuroticism and emotional exhaustion.
he mediating effects of emotional labor, surface acting and deep acting show a partially significant mediating effect on the “relationship be
portfor the hypotheses indicating that both types of emotional labor, negative mood induction and emotional exhaustionwere positively in
d emotional states such as anger, sadness, and horror. The concepts of emotional labor and emotional reflexivity are used to consider the w
ierarchical regression analytic procedures. Contributions to practice and recommendations for future research are discussed.
he entrepreneurial environment. And last, we use the extreme emotional conditions provided by the entrepreneur’s environment to furth
cal regression analyses provided empirical support for the proposed model. Negative affectivity (NA) and deep acting significantly predicted
g certain emotions requested by the sector or hiding certain emotions undesired by the sector. The purpose of this study is to specify the si
percent of the variability , but the remaining 34 percent were not explained by the regression model. The results showed the emotional la
reproduces the very inequalities they are designed to combat.
on and insomnia via state anxiety.
nd its conclusions should be generalized with caution, it sheds light on (contextual) aspects of EL that receive little attention in the literatur
age via burnout. The results of moderated mediation, regression analyses of the data from 309 customer-contact hotel employees in the U
d experiences of anger. On an intra-individual level, all three emotions predict EL, whereas on an inter-individual level, only anger evokes EL
of interventions to nurse the nurse, and to ultimately facilitate NICU nurses’ nurturance of stressed families. These have implications for st
ng negative display rules, it is more favorable for organizations to specify appropriate expressions of job-related emotions. When workers a
research and practice.
tionships with students. Female teachers use deep and surface acting strategies more often than males. Also, private school teachers were
Engagement is then linked positively to the beneficial behavior of deep acting which, in contrast to surface acting, has been identified as a l
terpersonal influence could act as a resource, buffering the negative effects of surface acting on reduced personal accomplishment, a facet
over the course of 10 working days. Multilevel analyses showed that surface acting was detrimental to well-being, and more strongly so for
addition, a worker’s sense of self-efficacy in emotional labor performance is shown to reduce the negative effects of surface acting.
nal exhaustion. Emotional labor also has a positive effect on job satisfaction. In addition there are mediating and moderating roles of job au
t on the individuals involved. It is only through recognizing the ambivalent role of emotion within the affective labor of activism online that
er in the FOH than in the BOH. However, results showed that the effects of regulation of emotion (ROE) on deep acting were significantly st
per and pencil survey in the Fall, 2011 to test the research question. Gender, surface acting, deep acting, and job satisfaction were
sponsiveness. These findings also indicate that expressing a large range of emotions and feelings in daily team interactions enablesteams t
f-efficacy. These findings shed new light on the complex and far-reaching consequences of emotional labor, illustrating its relevance for thi
tain that when employees identify with their roles, emotional labor augments and affirms their identity. Person-job fit is an important mod
gulation, and emotion performance), interpret personal and organizational moderators, and point to innovative new methodological appro
were distinguished by several emotional labor antecedents (positive affectivity, negative affectivity, display rules, customer orientation, and
(constituting distributive injustice); (2) disrespected by customers (constituting interactional injustice); and (3) self-undermined by organiz
ality, and emotional dissonance on indicators of day-specific psychological well-being (Study 2). Our results indicate that the negative relati
interaction. Results provided evidence that customer behavior causally influences within-episode changes in emotions, emotion regulation
neficial but might be useful only for particular types of artists and therefore should not supplant other traditional financing modes.
acism. As a result they must actively seek ways to engage in forms of resistance that promote counter narratives and protect themselves fr
and deep acting) and two outcome measures (i.e., job satisfaction and turnover intention). Results support theoretical claims that men’s p
sed element targeted at inhibiting the outward signs of inner feelings). Emotional labor strategies were assessed through the Teacher Emo
tudy: The purpose of this research is to determine the relationship between teachers' emotional labor and burnout level. Method: The sam
nts’ performance and reduce burnout by promoting the use of deep acting. This study provides a practical insight into why airline companie
highlight empathy for the horse when the horse is not able to fulfill its task without adding depth to the client’s performance, to avoid raisin
ts showed that employees with these different profiles reported significantly different levels of job satisfaction and burnout. These results
atisfaction and job burnout. Our model also includes individual difference variables of emotional intelligence and positive affectivity as mo
psychosocial working environment for the social workers, factors which help improve practice. The study showed that emotional labor is a
otional intelligence, and sense of accomplishment have positive effects, whereas depersonalization has a negative effect, on service orient
essions and reported feeling a wide range of emotions during the events. The findings lead to some suggestions for library managers to co
haustion. Programs aimed at improving the school climate and the teachers’ use of appropriate emotional labor strategies should be imple
ther job satisfaction or turnover intent for men, it affects both for women. Theoretical and managerial implications are discussed.
nalysis of a collaborative effort between local nonprofits, government agencies, youth organizations and research institutions aimed at add
he association between deep acting and OCBI, and that between the expression of naturally felt emotion and OCBO. In light of these findin
els in Macao. Frontline employees of hotels participated in the survey, and a total of two hundred electronic questionnaires were used for d
or an individual's ability to understand another's personal identity.
t positions in organizations? We address the research questions with a sample of 245 managerial professionals from business organizations
develop nursing education programs.
departments (p<.05), and the positive correlation between selfefficacy
ules, surface acting and deep acting did not. In particular, analysts and managers have higher perceptions of positive display rules and highe
oul of traditional standards of legal professionalism. Their use of emotional labor to cope with their feelings came in four forms: expression
into alternative evaluations of EL.
ts showed direct effects of surface acting on absenteeism; in addition, higher surface acting self-efficacy minimized the detrimental effects
This is one of the few studies that have effectively integrated the five constructs into a single framework to study their effects on CWB.
ositive relationship. Emotional exhaustion, in turn, increased turnover intention. This study offers contributions to our understanding of po
is study did not find a moderating effect of job position on the direct relationships among CO, emotional labor, and job satisfaction. Theore
asured emotional labor at the within-person level to capture its fluctuations. Results showed that employees engaging in more surface acti
mands of the job.
d decreases in negative emotions, and to improve employees’ performance in their organizations.
more they display their true emotions and modify their bad feelings to desirable emotions required for effective in-flight customer service
ts in academia are both different and dynamic.
s of this study strongly suggest that service organizations can greatly benefit from hiring individuals with a higher CO for frontline positions
employees’ perceived fit with their organization and members of the organization and overlooked the importance of PCF.
ere some differences in how emotion regulation and emotional labor were related to teachers’ discrete emotional experiences. Specifically,
AL are positively correlated. However, no relationships between self-monitoring, deep acting, felt authenticity, and AL were revealed. Thu
and collectivist countries and reveal a statistically significant relationship: The higher a country’s individualism index, the greater the freque
perience. No support was found for tailoring facial expressions related training to customers’ cultural backgrounds.
cting, demonstrating adaptive selling behavior, and minimizing the detrimental effect of surface acting as much as possible.
emotional presence in phone conversations, followed by email and chat. Although there was little relationship between emotional presenc
elationship of personality and emotional Labor. In this cross-sectional study, respective data is collected from randomly selected 450 bank
ting positively moderated the relationship between customer participation and spending money. These findings help shed light on the circ
le as salespeople. Women agents, by contrast, were not able to style themselves educators. Instead, clients and employers expected them
ow how mindfulness can change surface acting into deep acting, thereby significantly improving the service encounter for both the consum
ying on racialized and classed discourse about their customers, processes that may, in turn, contribute to the reproduction of social hierarc
ticontext approach (i.e., banks and restaurants) to test regulatory fit as applied to emotional labor. In two studies, we support separate activ
thens the relationship between surface acting at work and surface acting at home. The implications for theory and management practice a
p was mediated by investor’s evaluation of the quality of the presenter. Emotional labor moderated the relationship such that low levels of
ndings indicate that the students begin to develop emotional labor competencies in the training restaurant. The study offers practical and r
ual turnover. Study 1 showed that surface acting moderated the relationship between the frequency of organizational stressors and burnou
n regulation self-efficacy. These findings shed new light on the complex and far-reaching consequences of emotional labor. We demonstrat
ice performance and (b) strain at the end of the work shift. Additionally, as predicted, daily surface acting was particularly related to emoti
demands faced by practitioners and are discussed in relation to the development of professional competencies and the welfare and perfor
ceived supervisor support, indicating the reverse buffering effect. Perceived organizational support showed only main effects on employee
rm of masculinity with their amateur boxers that simultaneously embraced and forbade certain expressions of “street” masculinity.
rajectory from emotional labor strategies to turnover intention. The results highlight the impact of emotional labor on physical education t
nature of surface and deep acting, to promote psychological and physical health in call center workers.
dveillance
for the former, and supervisory
and monitoring,” support and autonomy
and “organizational supportiveare tested
and for thesystem”.
protective latter. To examine the relationships among the variables, the res
omers and present the best performance they can.
he paper discusses women academics’ experiences generally and at conferences, including educational research conferences, with referenc
negotiate and maintain both caring and professional identities in the context of cultural and material constraints. Implications of emotiona
drive employees’ commitment. Results of the third study partially replicate these results: Emotional labor negatively impacts on employees
action. These findings have multiple theoretical and practical implications.
nal labor framework. Findings of each study, the implications of this work, and avenues for future research are addressed.
nizational objectives. Second one can be harmful if it is not controlled by employees because it can cause emotional conflicts among emplo
s in tourism enterprises affect the behavior of emotional labor of the staff working in tourism enterprises. In this study, the effects of intern
y professionals are engaging in carnivalesque behavior that helps to repair the mind/body connection. If the connection is not repaired, the
groups. Contrary to our hypotheses, public employees with high PSM resorted to surface acting to cope with hostile customers, whereas p
n, emotional intelligence was found to play an important role in selecting health-detrimental strategy of surface acting among fitness empl
n surface acting and emotional exhaustion is moderated by the authentic climate. A higher degree of authenticity within the climate weake
nd surface acting was positively related to emotional exhaustion and depersonalization while negatively related to job satisfaction and pers
ame outcomes. These findings provided general support for our model and suggested that team-level effects are an important theoretical a
tical analysis method employed was logistic regression. After adjustment for covariates, first-year residents were less likely than other resid
o which they communicated with many colleagues. The findings extend previous literature by demonstrating that a lack of intimate commu
pact of personality on burnout, positive impact of personality on emotional labor, and the negative impact of emotional labor on job burno
s of emotional labor strategies such as job stress and burnout. Results also divulged that emotional labor strategies (attentiveness, variety,
0.01). The multiple regression analysis revealed the association between occupation and depressive symptoms after controlling for age, edu
y in face-to-face communication with tourists.
e, means, frequency and standard deviation for descriptive statistical techniques. T-test, ANOVA tests were used for the differences among
surface acting may suffer increased emotional exhaustion. Suggestions are offered accordingly for organizations that wish to enhance their
ary for five consecutive workdays, twice per day: at the end of the workday and before sleep. Multilevel path analyses largely supported the
ling enthusiastic responses are identified with a few undesired mental results, for example, push and compassion fatigue. This finding sugg
on correlation and simple regression revealed that there is a negative correlation between leadership behaviors of female principals and su
sport ‘technosoma’ that networks emotional labour for profit. The article extends a small body of literature on how emotional labour is pra
as a powerful supervisor is an important factor to maximize the benefits of transformational leadership. The theoretical and practical impl
col, irrespective of the customer’s message. Customers perceived flirting as a blatant violation of the normative commercial friendship. Ben
nal labor more through affective trust than cognitive trust. We discuss the theoretical and practical implications of our findings.
ects of teacher experience in terms of discourses of teaching-as-caring and Foucault’s (1983) concept of ethical self-formation.
to expectations, the extent of employee smiling does not influence customer emotions, providing no support for the existence of primitive
ere found to be more likely to perceive the need to frequently display emo-tions as part of their work role and perform deep acting in resp
S. E. (1988). The ecology of stress. New York: Hemisphere Publishing Corporation).
acting, but the reverse in the case of emotional labor through genuine emotion. Such an analysis result indicates that the emotional labore
esting that surface and deep acting causally precede individual and organizational well-being.
n combination, value dissonance and emotional labor should produce higher levels of burnout than either would independently produce. R
mpetence, coping and defense mechanism play the role of buffers.
T” type in Jung’s typology, and scoring high on “Power” value dimension (Schwartz), is less affected by emotional dissonance than perform
dicting well-being and performance outcomes. Furthermore, a mediation analysis confirms theoretical models of emotional labor which su
are setting, can build on these findings.
tive relationship between emotional labor and job satisfaction and a surprising positive relationship between emotional labor and neurotici
anizational policies and training opportunities aimed at improving POS and use of deep acting over surface acting could be valuable for org
e experience of emotional labor was related to several work attitudes.

rmance success mediated the relationship between the perceived display of positive emotions and senders’ felt positive emotions after the
tive commitment and burnout development or alleviation. Further research is needed to fully understand how each emotional labor strateg
t black women co-mingle etiquette and emotion management to gain acceptance and promotions, which strengthens race/ethnic group so
in influencing the use of deep acting, both directly and indirectly through the interaction with negative affectivity; (b) positive affectivity em
politan hospital. We find that medical workers experiencing more mistreatment by patients are more likely to be managing emotions with
, respectively. Additionally, ED was found to directly affect depersonalization and indirectly affect job satisfaction through emotional exhau
er turnover. The implications suggest important recommendations for hotel managers.
unexpected negative relationship was found between emotional dissonance and emotional exhaustion. Managerial implications discuss tr
ate the effects of organizational display rules on burnout, whereas congruent states do not mediate this relationship.
h deep acting; and commitment to public interest is not associated with surface acting or deep acting.
icate that emotional labor has implications not only for employees themselves, but also for their partner at home – on a daily basis.
rther, managers and white (but not black or Latina) customers used body-disparaging “fat talk” to elicit workers' emotional labor while con
dition, in an alternative model, we found that NA partially mediates the relationship between JRS and EE; whereas, NA fully mediates the re
tered, there is a need to study how emotional labor is carried out in libraries, and to identify management techniques for emotional labor t
e hierarchical regression show that emotional labor strategies influences on job performance and organizational commitment and in additi
a worthy of further investigation.
in a second model, the variety of emotions required in work settings as part of the work role together with the intensity subscale account
delivering services to the stigmatized clients of foreign spouses engage in three distinct types of emotional labor: First, social workers must
motional deviance and the influence of their group-level manifestations on customer satisfaction, the mediating role of group emotional la
ationships with work outcomes of job satisfaction and stress/exhaustion (but not with job performance), whereas deep acting emotion regu
sitively related to job satisfaction regardless of rewards, beyond personality traits. Results have implications for reward structures and enha
ting and felt more anger. Engaging in social sharing was beneficial: All three types of social sharing were effective in reducing the anger aro
st relationships among emotional labor constructs, job satisfaction, and job burnout. Results show evidence of significant associations with
ng effect on the “relationship between value of needs and customer-oriented behavior”. However, surface acting and deep acting show a m
nal exhaustionwere positively intercorrelated. Moreover, deep acting was a significant mediator in the relationship between empathy ande
exivity are used to consider the ways in which we “worked with” and “worked on” emotion. In doing so, we draw on our collective experien
arch are discussed.
epreneur’s environment to further understand the concepts associated with emotional labor
eep acting significantly predicted emotional exhaustion. Positive affectivity (PA) significantly decreased the likelihood of being emotionally
e of this study is to specify the significance of the concept of emotional labor in the health sectors defined as the effort paid by the health e
results showed the emotional labor of the nurses is above the average level and deep acting was more than surface acting. Job autonomy
ve little attention in the literature.
ontact hotel employees in the U.S. supported all, the hypotheses in this study. The implications of the findings and future research directio
idual level, only anger evokes EL. Explained variances in EL (within: 39%, between: 67%) stress the relevance of emotions in teaching and w
es. These have implications for staff retention, job satisfaction, and delivery of care.
ated emotions. When workers are at risk of burnout, provision of job resources can help ease the burden and reduce job stress.
o, private school teachers were found to use deep acting strategies and display genuine emotions more often than public school teachers.
acting, has been identified as a less stressful form of emotional labor.
ersonal accomplishment, a facet of burnout, and OCB-I. Moreover, we used a broader sample of 95 school employees than typical school s
-being, and more strongly so for high than for low punishment-sensitive individuals. The results are consistent with the idea that heightene
effects of surface acting.
g and moderating roles of job autonomy and social support between emotional exhaustion and emotional labor, and emotional labor and j
tive labor of activism online that we can work toward more sustainable participation and impact.
deep acting were significantly stronger in the BOH than in the FOH.
nd job satisfaction were
eam interactions enablesteams to launch superior software products when unexpected events make a project complicated and
r, illustrating its relevance for third parties not directly involved in a customer service encounter and highlighting important mechanisms an
erson-job fit is an important moderator that influences whether emotional labor enhances or hinders employee well-being. Emotional labo
ative new methodological approaches. Overall, we provide a new road map to jump-start the field in exciting new directions.
rules, customer orientation, and emotion demands–abilities fit) and differentially predicted employee outcomes (emotional exhaustion, jo
d (3) self-undermined by organizational policies (constituting procedural injustice). We then argue for bringing light to the dark side of emo
indicate that the negative relations of day-specific emotional dissonance to all day-specific indicators of well-being are attenuated as a fun
in emotions, emotion regulation, and vocal tone, and that these key emotional labor variables significantly relate to each other at the mom
itional financing modes.
atives and protect themselves from denigration while minimizing the risk of severe consequence. Our data suggest that a more nuanced co
t theoretical claims that men’s privileged status shields them from having to perform emotional labor as frequently as women. Further, wh
sessed through the Teacher Emotional Labor Strategy Scale designed by Yin. This test consists of three parts: surface acting (which refers to
d burnout level. Method: The sample for this survey study consists of 410 teachers working in the schools located in the city center of Kütah
nsight into why airline companies need to pay attention to how employees observe emotional display rules, and should select an appropri
ent’s performance, to avoid raising defense mechanisms. The essence of EASW were perceived as eased by staff members when they focus
tion and burnout. These results provide support to a person-centered approach to understand the outcomes of performing emotional labo
ce and positive affectivity as moderators. Directions for future research and its implications are discussed.
showed that emotional labor is a multidimensional concept, hence it is not just managed in different ways by social workers; it is always rel
negative effect, on service orientation. The results of this study also indicated that for line employees, display rule perception and deperson
stions for library managers to consider in order to lessen the negative effects of emotional labor in the workplace.
labor strategies should be implemented in schools in Mainland China.
ications are discussed.
search institutions aimed at addressing the lack of public green space in a disenfranchised urban community in California. The empirical ev
nd OCBO. In light of these findings, strategies that encourage employees to display emotions consistent with their inner experience were d
c questionnaires were used for data analysis.
nals from business organizations in mainland China. Significant differences were found on emotional intelligence between those in senior p
f positive display rules and higher levels of political skill than do programmers and technical support personnel. These findings encourage f
s came in four forms: expression of genuine emotion, deep acting, surface acting, and detachment. The findings suggest that despite wide
nimized the detrimental effects of surface acting on absenteeism. We also found support for the mediating role of affective commitment in
study their effects on CWB.

tions to our understanding of positive psychological capital and implications for emotional labor in service management. Limitations and fu
abor, and job satisfaction. Theoretical and practical implications of the study findings are also discussed.
ees engaging in more surface acting were more likely to receive negative treatment from customers, which in turn increased their negative
ective in-flight customer services. Also, the more pre-flight attendants employ EL, the more exhausted they are emotionally. As the first stu
higher CO for frontline positions because CO signals a better job-person fit.
ortance of PCF.
otional experiences. Specifically, reappraisal and deep acting strategies were positively related to enjoyment; in addition, deep acting was n
ticity, and AL were revealed. Thus, we identified cases where leader authenticity may be threatened within an organizational context with s
sm index, the greater the frequency of emotional-labor-demanding job stress.
much as possible.
hip between emotional presence and acting strategies, those who engage in surface acting are less satisfied with their job and more likely
om randomly selected 450 bank managers through self-administered questionnaires. Structural equation modeling technique with AMOS s
dings help shed light on the circumstances in which customer participation is strengthened (leading to greater spending) or weakened.
s and employers expected them to adopt a therapeutic role with their clients. However, this role conflicted sharply with the expectation tha
e encounter for both the consumer and provider. We also explore the other benefits of mindfulness and their application to the service enc
he reproduction of social hierarchies.
udies, we support separate activation and inhibition pathways, plus regulatory fit, in that deep acting is beneficial to affective delivery for t
eory and management practice are discussed.

lationship such that low levels of emotional labor engaged in by the entrepreneurs strengthened the mediated relationship between perce
t. The study offers practical and relevant implications useful to both training providers and industry professionals. Avenues for future resea
ganizational stressors and burnout in sport. Further, surface acting acted as an important mechanism through which burnout mediated the
emotional labor. We demonstrate the relevance of emotional labor to third parties not directly involved in customer service encounters and
was particularly related to emotional dissonance when strain at the start of the work shift was high.
ncies and the welfare and performance of sport medics and scientists.
d only main effects on employee performance with no moderation effects.
s of “street” masculinity.
nal labor on physical education teachers’ well-being and intention to leave the teaching profession.
hips among the variables, the research conducts structural equation model analysis on 242 social workers in South Korea. The analysis confi
earch conferences, with reference to relevant higher education research as well as anecdotal evidence, relating these experiences to the th
traints. Implications of emotional labor for discourse and practice in health care settings are discussed.
negatively impacts on employees’ work-life balance and job satisfaction which both drive their commitment. This study helps to understand
are addressed.
emotional conflicts among employees. Emotional Conflicts mean contradiction between employeesâ€™ personal feelings and the feelings w
In this study, the effects of internal marketing activities on to the behavior of emotional labor of employees were examined. The survey wa
e connection is not repaired, the rational mind will take over and the public space wherein the emergency professional exists can co-opt th
ith hostile customers, whereas private-sector workers with high PSM relied on deep acting when customer hostility was low but not when
rface acting among fitness employees.
enticity within the climate weakens the positive impact of surface acting on casino employees’ emotional exhaustion.
lated to job satisfaction and personal accomplishment. Results suggest that emotional labor may be an important aspect of the work of sch
ts are an important theoretical and practical consideration for understanding emotional labor within teams and organizations.
s were less likely than other residents to obtain high OSCE scores. The odds of high OSCE performance among interns and residents with hi
ng that a lack of intimate communication will increase intentions to leave among supervisors who express less genuine emotions and who e
of emotional labor on job burnout. Discussion, suggestions, implications, and recommendations selection and training are provided.
trategies (attentiveness, variety, frequency and emotional dissonance) have significant and positive association with employees’ burnout. M
oms after controlling for age, educational level, cohabiting status, and occupational stressors (sβ = 0.08, p = 0.04). A significant interaction e
used for the differences among the variables. As a result of the research, findings indicated that there were significant differences in the te
ations that wish to enhance their employees’ psychological capital and to reduce the negative effects of emotional labor.
h analyses largely supported these hypotheses suggesting that surface acting has unfavorable implications, whereas deep acting has favora
passion fatigue. This finding suggests plans for work positions and highlights the significance of applying appropriate procedures in hiring an
viors of female principals and surface acting. However, teachers display deep acting and genuine emotions more frequently when the fema
on how emotional labour is practised by men in sport.
he theoretical and practical implications are further discussed.
ative commercial friendship. Benefits and costs of flirting to both employee and customer are discussed. Practical implications are offered.
tions of our findings.
hical self-formation.
port for the existence of primitive emotional contagion in service interactions. Furthermore, employee emotions exert an influence on cust
and perform deep acting in response to these situational demands.
icates that the emotional laborer's coping strategies are worth focusing on as the new moderating variables between the emotional labor a
would independently produce. Results provide mixed support for these hypotheses suggesting that value dissonance only exhibits indepen
otional dissonance than performance of their “F” and “Low-power” colleagues. Emotional dissonance may cause different levels of emotio
dels of emotional labor which suggest that surface acting partially mediates the relationship of emotion–rule dissonance with well-being. I
en emotional labor and neuroticism but not extraversion, which are both defined by cultural values. Job autonomy, affected by work experi
acting could be valuable for organizations. Results also illuminate the important and complicated moderating role of POS and gender in th
s’ felt positive emotions after the interaction, controlling for senders’ positive affect.
ow each emotional labor strategy impact on relevant individual and organizational outcomes.
strengthens race/ethnic group solidarity.
ectivity; (b) positive affectivity emerged as an important affectivity dimension in influencing the use of deep acting both directly and indirec
y to be managing emotions with patients, and this response further contributes to the employees' job-related burnout. As predicted, mana
action through emotional exhaustion while EE directly affects personal accomplishment and indirectly affects job satisfaction through pers
Managerial implications discuss training and acting techniques to more effectively manage employee emotional labor.
t home – on a daily basis.
rkers' emotional labor while confronting thinner workers for defying aesthetic expectations. This research offers a more nuanced understa
whereas, NA fully mediates the relationships between CRS/WERS and EE. Practical implications are discussed in detail and limitations of the
techniques for emotional labor that will yield positive outcomes for both employees and organizations. Empirical research on emotional la
tional commitment and in addition to it, variable of emotional intelligence moderates these influences too.
h the intensity subscale account for approximately 20% of the variance in burnout. Performance did not show the expected relationship wi
labor: First, social workers must show positive emotions ingenuously; thenmaintain detached, free-emotion selves for objective judgment
ating role of group emotional labor and group emotional deviance on the relationship between service climate and customer satisfaction,
hereas deep acting emotion regulation strategies have a pattern of positive relationships with all of these work outcomes.
s for reward structures and enhancing job satisfaction with this increasingly common form of labor.
ffective in reducing the anger aroused by handling demanding customers. Findings from qualitative analyses suggested that different mech
e of significant associations with emotional labor among library employees in both the perception of display rules, as well as in surface and
acting and deep acting show a more significant mediating effect on the “relationship between authorized autonomy and customer-oriente
tionship between empathy andemotional exhaustion. The analyzed link was also mediated by negative mood induction, whereas positive m
e draw on our collective experiences of working on two collaborative projects with ChildLine Scotland in which a secondary analysis was con
likelihood of being emotionally exhausted as a consequence of deep acting whereas negative affectivity (NA) significantly increased the lik
as the effort paid by the health employees who are
n surface acting. Job autonomy has the most positive impact on increasing emotional labor where as jobs hierarchy systems has the most
ings and future research directions were, discussed.
ce of emotions in teaching and within the context of teacher burnout. Beyond implying the importance of reducing anger, our findings sug
and reduce job stress.
ften than public school teachers. Finally, it was found that emotional labor is a significant predictor of burnout among Turkish primary schoo
employees than typical school samples, including teacher, aides, and administrators, to investigate whether the results would extend beyo
ent with the idea that heightened sensitivity to social disapproval aggravates the negative effects of surface acting.
labor, and emotional labor and job satisfaction.

ect complicated and
ghting important mechanisms and boundary conditions of such spillover effects.
oyee well-being. Emotional labor may also have positive outcomes when organizations grant more autonomy and adopt positive display ru
ng new directions.
comes (emotional exhaustion, job satisfaction, and felt inauthenticity). Our results reveal new insights into the nature of emotion regulatio
ing light to the dark side of emotional labor with a “modest proposal”: Organizations and customers should abandon formalized emotion d
ell-being are attenuated as a function of increasing day-specific sleep quality and that self-control capacity moderates this interaction. Spec
y relate to each other at the momentary level of analysis. Further, by modeling lagged effects, we were able to gain insight into the causal d
suggest that a more nuanced conceptualization of resistance and the context in which resistance occurs is needed in order to understand
equently as women. Further, when male nurses do perform higher levels of emotional labor, they are shielded from the negative effects of
s: surface acting (which refers to strategy in which people hinder and cover their felt emotions or fake unfelt feeling for the aim of showing
ocated in the city center of Kütahya. The data was collected using the Emotional Labor Scale and the Burnout Scale. Descriptive statistics, t-
s, and should select an appropriate emotional labor strategy to improve in-flight service quality over the long term.
y staff members when they focus on the client’s emotions and help the client understand that the horse is acting in response to the client’s
mes of performing emotional labor.
by social workers; it is always related to the specific emotion culture and the community of practice at the work place.
ay rule perception and depersonalization have more influence on predicting service orientation than for managers, whereas depersonaliza
ty in California. The empirical evidence is drawn from a research project in which we engaged a group of 9–11 year old children in a variety
th their inner experience were discussed.
gence between those in senior positions (i.e., director or above) and ordinary employees. In addition, the results show that among ordinar
nnel. These findings encourage further research on the relationship between emotional labor and political skill, along with further compar
dings suggest that despite wide scholarly discussion of alternative conceptions of professionalism, the need to expand these discussions am
g role of affective commitment in explaining this interaction effect. These results suggest that the effects of surface acting on absenteeism
management. Limitations and future research directions are discussed.
in turn increased their negative affect and emotional exhaustion. Further, employees engaging in more deep acting were more likely to rec
y are emotionally. As the first study on pre-flight attendants’ EI, this study contributes to the existing body of knowledge on EI, EL, EE, and C
nt; in addition, deep acting was negatively related to negative emotions such as anxiety, anger, and frustration. By contrast, suppression an
an organizational context with strong emotional display rules, suggesting a boundary condition for AL. Additionally, we advance propositio
ed with their job and more likely to experience burnout. In addition, those who feel a higher degree of emotional presence over the phone
modeling technique with AMOS software is used for data analysis. The results show that relationship conflict and conflict management style
ater spending) or weakened.

sharply with the expectation that agents be effective salespeople and forced women agents to feign feelings of care and optimism. Clients
eir application to the service encounter: adaptability, flexibility, and creativity. We conclude by sharing resources for managers interested in
neficial to affective delivery for those higher in two activation traits—namely, extraversion and openness—and that surface acting predicts
ated relationship between perceived passion, quality of the presenter and intention to invest.
ionals. Avenues for future research are also presented.
gh which burnout mediated the relationship between the frequency of organizational stressors and turnover intentions. Study 2 showed th
customer service encounters and highlight important mediators and boundary conditions of these indirect relations.
n South Korea. The analysis confirms that emotional labor increases turnover intention whereas trust reduces it. The analysis also demonst
ating these experiences to the theories. It thus aims to tie together theoretical insights, higher education scholarship, and ordinary real-life
t. This study helps to understand the relevance of hotel employees’ commitment, and thus, their increased retention in the firm. Implicatio
rsonal feelings and the feelings which organization desires. But in fact, deep acting is positively related with organizational commitment, jo
s were examined. The survey was conducted on 136 employees working in hotel businesses operating in the Kocaeli province tourism secto
professional exists can co-opt the professional leading them to be unable to see the potential evil acts they might commit.
hostility was low but not when customer hostility was high. Lastly, in both samples, our mediated moderation analyses revealed that PSM
exhaustion.
portant aspect of the work of school psychologists—impacting both job satisfaction and burnout. Limitations and implications for research
s and organizations.
ng interns and residents with high interaction component scores in emotional labor were significantly higher than those with low interacti
ess genuine emotions and who engage in more surface acting.
and training are provided.
ation with employees’ burnout. Moreover, findings also identified that job stress also significantly mediates the relationship between emoti
0.04). A significant interaction effect between occupation and social support was also observed in this model (sβ = −0.09, p = 0.02). The m
e significant differences in the teachers’ emotional labour behavior scores. The significant differences were found in the scores of the numb
otional labor.
, whereas deep acting has favorable implications for daily well-being at work and recovery after work.
propriate procedures in hiring and training employees.
more frequently when the female principals exhibit leadership function effectively.
actical implications are offered.
otions exert an influence on customer outcomes that are of interest to marketers.
s between the emotional labor and its consequences.
dissonance only exhibits independent effects on burnout rooted in depersonalization, whereas effects of emotional dissonance vary depen
cause different levels of emotional labor in different personalities depending on their motivation, cognitive style and values, and eventuall
ule dissonance with well-being. Implications for future research as well as pragmatic ramifications for organizational practices are discussed
tonomy, affected by work experience and extraversion, had a positive relationship with job satisfaction.
ting role of POS and gender in the emotional labor process. Future research directions for scholars investigating the emotional labor proces
p acting both directly and indirectly through the interaction with self-emotional appraisal; (c) negative affectivity was a particularly importa
ed burnout. As predicted, managing emotions with patients was unrelated to burnout for workers in a unit with a climate of authenticity.
cts job satisfaction through personal accomplishment. Finally, personal accomplishment was found to mediate the depersonalization–job s
onal labor.
offers a more nuanced understanding of the ties between aesthetic labor and emotional labor, while highlighting some of the factors that p
d in detail and limitations of the study and future research directions are also suggested.
mpirical research on emotional labor is reviewed, and a research agenda for exploration of this important construct in the field of librariansh
ow the expected relationship with burnout and emotional labor. These findings represent a basis for new antecedents on the implications
on selves for objective judgments; and finally display unpleasant emotions to empower clients. In reality, however, the emancipatory promi
mate and customer satisfaction, and the role of explicitness of display rules in shaping salespeople emotion regulation.
work outcomes.
s suggested that different mechanisms might have contributed to the effectiveness of the three types of social sharing. Future research dir
y rules, as well as in surface and deep acting. Perception of display rules showed mixed results with job burnout and job satisfaction. Surfa
autonomy and customer-oriented behavior”. Finally, this study proposes managerial implications and suggestions for future research.
od induction, whereas positive mood inductiondid not emerge as a significant mediator. Conclusions: The study provided insight into the ro
hich a secondary analysis was conducted on children’s narratives of distress, worry, abuse, and neglect.
NA) significantly increased the likelihood of being emotionally exhausted as a consequence of surface acting. Finally, customer services repr
hierarchy systems has the most negative impact on doing emotional labor. The results of the study also shows, hospital expectations oblige
reducing anger, our findings suggest the potential of enjoyment lessening EL and thereby reducing teacher burnout.
out among Turkish primary school teachers.
er the results would extend beyond the classroom to the overall school setting. In general, results from our study provided further support
my and adopt positive display rules that call for the expression of positive emotions. Recent research also indicates that emotional labor st
the nature of emotion regulation in emotional labor contexts and how different employees may characteristically use distinct combination
d abandon formalized emotion display expectations and replace such efforts with more humanistic practices that support and value emplo
moderates this interaction. Specifically, compared with low self-control capacity, the day-specific interaction of emotional dissonance and
e to gain insight into the causal direction in the relationships among these continuously measured variables. Moreover, we showed for the
needed in order to understand the everyday experiences of people of color.

ded from the negative effects of covering emotion and their deep acting correlates with higher job satisfaction—a status bonus—compare
elt feeling for the aim of showing the appropriate emotions needed for their profession), deep acting (which refers to the kind of strategy in
out Scale. Descriptive statistics, t-tests, ANOVA and regression analysis were used for analyzing the data. Findings: Results indicate that the t
acting in response to the client’s and the staff’s behavior through mentalizing and enacting emotional labor in regarding the horse as a subj
work place.
anagers, whereas depersonalization has no effect on service orientation for managers. Emotional exhaustion had no significant effect on se
–11 year old children in a variety of planning activities involving participatory mapping, use of visual media, and focus groups.
results show that among ordinary employees, emotional intelligence and emotional labor are important predictors of job performance. Mo
skill, along with further comparisons of emotional labor and political skill across job types within a single industry. The findings also sugges
d to expand these discussions among law students and practitioners is still pressing.
f surface acting on absenteeism are less detrimental for employees with high surface acting self-efficacy as these individuals are less negati
ep acting were more likely to receive positive treatment from customers, which in turn increased their positive affect. Implications and limi
of knowledge on EI, EL, EE, and CCS. The findings of the study also provide practical implications that effective assessment and education o
tion. By contrast, suppression and surface acting strategies were positively associated with negative emotions (i.e., suppression with anxiety
ditionally, we advance propositions gleaned from our research regarding the influence of the omnibus (e.g., community religiosity) and disc
otional presence over the phone tend to experience higher job satisfaction and less burnout. These findings suggest that online customer s
t and conflict management styles fully mediate the relationship between personality and emotional Labor. This study will open new vistas o
gs of care and optimism. Clients, coworkers, and employers, the authors show, shaped workers’ freedom to define their emotional labor in
ources for managers interested in implementing mindfulness training.
—and that surface acting predicts service sabotage for those lower in an inhibition trait: conscientiousness. We empirically rule out mood as
ver intentions. Study 2 showed that surface acting moderated the relationship between the organizational stressor frequency and turnover
relations.
ces it. The analysis also demonstrates that autonomy and supervisory support enhance organizational trust, while surface acting is affected
cholarship, and ordinary real-life experiences of gendered social relations in conference activities.
d retention in the firm. Implications for management and research are discussed.
h organizational commitment, job satisfaction, customer satisfaction and job performance. Emotional labor has four dimensions: frequency
he Kocaeli province tourism sector and the hypotheses developed to investigate whether the internal marketing policies applied by hotel op
y might commit.
tion analyses revealed that PSM had a positive effect on customer service behavior via deep acting only for male workers across different le
ns and implications for research and practice are discussed.
her than those with low interaction scores. A high score in the interaction dimension of emotional labor was associated with strong clinical
s the relationship between emotional labor and burnout.

del (sβ = −0.09, p = 0.02). The multiple regression analysis stratified by occupation showed that job demand, job insecurity, and workplace
found in the scores of the number of teachers, the working time at schools, the type of graduated faculty, and the type of the school. The
motional dissonance vary depending on the type of burnout under consideration. Implications for theory, research, and practice are discus
e style and values, and eventually may have considerably different impact on their job performance and job satisfaction.
nizational practices are discussed in conclusion.
ating the emotional labor process, its consequences, moderators and its cross-cultural relevance are discussed.
ctivity was a particularly important affectivity dimension in influencing the use of surface acting, both directly and indirectly through its int
t with a climate of authenticity.

iate the depersonalization–job satisfaction relationship. Managerial implications for human resource practices are provided.
ghting some of the factors that prevent stigmatized groups from successfully reclaiming status within consumer contexts.
onstruct in the field of librarianship is presented.
antecedents on the implications of emotional labor in the Romanian workplace.
owever, the emancipatory promise of the profession is compromised as follows. Social workers are observed to re-racialize foreign spouses
n regulation.
ocial sharing. Future research directions and implications for practice are discussed.
rnout and job satisfaction. Surface acting was found to be associated consistently with job burnout and decreased job satisfaction, while de
estions for future research.

study provided insight into the role of empathy and emotional
g. Finally, customer services representatives of cellular services and women were found to be more prone to emotional exhaustion as comp
ows, hospital expectations oblige the nurses to perform duties which their job responsibilities and do not expect them to do emotional labo
burnout.
study provided further support for COR theory, and also suggest that interpersonal influence training might be beneficial to reduce the ne
ndicates that emotional labor strategies may improve leadership effectiveness. Research opportunities on the bright side of emotional labo
istically use distinct combinations of emotion regulation strategies to manage their emotional expressions at work.
es that support and value employees, engendering positive climates and an authentically positive workforce.
on of emotional dissonance and sleep quality was more pronounced when trait self-control was high. For those with low trait self-control, d
s. Moreover, we showed for the first time that surface acting and deep acting are used simultaneously to manage emotional labor demand
tion—a status bonus—compared to that of their female colleagues. Implications for gender theory, emotional labor, and nursing policy and
h refers to the kind of strategy in which individuals try to change their felt emotions with the aid of some cognitive techniques, such as dist
ndings: Results indicate that the teachers exhibit surface acting the least in terms of emotional labor. This is followed by deep acting and na
r in regarding the horse as a subject. The results indicate the need for higher demands on staff members in order to facilitate EASW. Depen
on had no significant effect on service orientation for either group. Managerial implications and suggestions for future research are provide
a, and focus groups.

edictors of job performance. Moreover, emotional labor has a moderating effect in the association between emotional intelligence and job
ndustry. The findings also suggest that emotional labor capabilities and level of political skill be a consideration when selecting and matchin
these individuals are less negatively affected by the drain on the motivational resources that keep them feeling attached to their workplac
tive affect. Implications and limitations of these findings were discussed.
tive assessment and education of EI by university-based airline service programs can contribute to service excellence of airlines.
ns (i.e., suppression with anxiety; surface acting with anxiety, anger, and frustration), and surface acting was negatively associated with the
, community religiosity) and discrete context on leader emotional labor and authenticity. We conclude with practical recommendations for
s suggest that online customer service workers also engage in emotional labor.
This study will open new vistas of research by proving that emotional labor can be controlled and reduced by using appropriate conflict m
o define their emotional labor in satisfying ways.
We empirically rule out mood as the explanation for these effects, propose future research to apply regulatory fit to other outcomes and c
stressor frequency and turnover intentions—but not actual turnover—over time. These results highlight the importance of surface acting in
t, while surface acting is affected by the variety of emotions displayed and the duration of emotional labor.
r has four dimensions: frequency of appropriate emotional display, frequency of interactions, attentiveness to display rules and variety of e
eting policies applied by hotel operators affect the behavior of emotional labor and the hypotheses developed for this purpose were tested
r male workers across different levels of customer hostility. These effects were observed even after controlling for the effects of emotional
s associated with strong clinical performance. The findings suggest that interventions which motivate positive attitudes and increase interp
d, job insecurity, and workplace mistreatment were significantly associated with depressive symptoms in both occupations (p < 0.05), altho
and the type of the school. The questions related to the qualitative dimension of the research were asked to the teachers with different b
esearch, and practice are discussed.
b satisfaction.
ctly and indirectly through its interaction with emotional intelligence dimensions of self-emotional appraisal and use of emotion; and finally
tices are provided.

umer contexts.
ed to re-racialize foreign spouses and enact a welfare system that prejudices against lower classes; the professional language seems alienati
creased job satisfaction, while deep acting strategies were less strongly associated with negative outcomes. Findings suggest that library m
to emotional exhaustion as compared to their counterparts. Limitations and suggestions for future research have also been discussed.
xpect them to do emotional labor.
ht be beneficial to reduce the negative effect of surface acting among school employees. Deep acting is also recommended as a useful strat
the bright side of emotional labor are abundant.
hose with low trait self-control, day-specific sleep quality did not attenuate the negative relations of emotional dissonance to day-specific w
manage emotional labor demands.
onal labor, and nursing policy and practice are discussed.

ognitive techniques, such as distraction so as the appropriate emotion occurs), and natural acting (which refers to the instance when indivi
followed by deep acting and naturallyfelt emotions. In terms of burnout, teachers have the highest burnout level when they experience e
order to facilitate EASW. Depending on whether the staff and the clients focus on performance or on emotions, different positive or negati
s for future research are provided.

n emotional intelligence and job performance, such that high levels of emotional intelligence were more likely to be associated with high l
tion when selecting and matching IT/IS personnel to particular job types. Once IT/IS personnel are hired, the findings of this study indicate
eling attached to their workplace and, in turn, keep them at work. This study extends our understanding of emotional labor processes and
excellence of airlines.
as negatively associated with the positive emotion enjoyment. Implications for integrating research on teachers’ emotion regulation and em
h practical recommendations for leaders seeking to balance authenticity with emotional display rules associated with unique roles and con
by using appropriate conflict management style and by verifying the pivotal role of personality in relation to emotional labor, relationship
tory fit to other outcomes and contexts, and suggest practical implications for services.
e importance of surface acting in understanding how individuals respond to organizational stressors encountered in sport, expanding our u
to display rules and variety of emotional expressions & emotional dissonance. These dimensions have their own antecedents and consequ
ped for this purpose were tested with structural equation model as the SmartPLS 2.0. The literature of the study as conceptually has been
ing for the effects of emotional intelligence (Study 1) and personality traits (Study 2). Theoretical and practical implications as well as aven
tive attitudes and increase interpersonal interaction skills among physicians should receive higher priority.
oth occupations (p < 0.05), although the strength of statistical associations were slightly different. We found negative associations of social
to the teachers with different branches and gathered data were analysed using content analysis technique. According to the participant te
al and use of emotion; and finally (d) regulation of emotion interacted with deep acting to influence the psychological distress arising from
essional language seems alienating to front-line practitioners; and finally, in the process of privatizing welfare services, social workers are li
. Findings suggest that library managers should clearly communicate display rule expectations to employees and work to build staff suppor
h have also been discussed.
o recommended as a useful strategy to handle emotional labor over surface acting.

onal dissonance to day-specific well-being. Implications for research on emotional labor and for intervention programs are discussed.
efers to the instance when individuals simultaneously experience and present the appropriate emotion for their job). Burnout was measure
ut level when they experience emotional exhaustion, which is followed by a lack of personal accomplishment and depersonalization, respe
tions, different positive or negative outcomes on communication, self-confidence, self-esteem, and self-image will be likely to emerge.
kely to be associated with high levels of job performance when the demand of emotional labor increased. The relationship does not hold t
he findings of this study indicate that development programs for them should include training that will increase their emotional labor capa
f emotional labor processes and provides insights into the active process whereby employees are driven by the motivation to conserve reso
chers’ emotion regulation and emotional labor are discussed.
iated with unique roles and contexts, as well as recommendations for scholars seeking to conduct research in such settings. We also provid
to emotional labor, relationship conflict and the choice of conflict management style.
ntered in sport, expanding our understanding of the positive and negative responses component of the meta-model of stress, emotions, an
eir own antecedents and consequences. This study investigates antecedents and consequences of emotional labor in subsequent sections.
study as conceptually has been extensively reviewed and after the analysis the findings of the research have been interpreted according to
tical implications as well as avenues for future research are discussed.
nd negative associations of social support (sβ = −0.22, p < 0.01) and emotional effort (sβ = −0.17, p < 0.01) with depressive symptoms in ano
e. According to the participant teachers opinions, the reasons for the significant differences of emotional labour behavior scores are differe
ychological distress arising from EL requirements.
are services, social workers are likely to reduce the amount of services in the name of empowerment. Paradoxically, these exhausted profes
es and work to build staff support to help meet those expectations. Library employees should be aware of occasions when they use surface
n programs are discussed.
their job). Burnout was measured by the Maslach Burnout Inventory comprising three subscales: emotional exhaustion, depersonalization
ent and depersonalization, respectively. Results of the regression analysis show that surface acting and naturally-felt emotions are the impo
age will be likely to emerge.

The relationship does not hold true for the managerial positions in our sample. This study suggests that the interaction effect between em
ease their emotional labor capabilities and their level of political skill.
y the motivation to conserve resources and prevent further losses.

h in such settings. We also provide candid insights regarding the challenges we encountered in researching leader authenticity within a high
eta-model of stress, emotions, and performance. These findings also highlight potentially deleterious emotion-management behaviors that
al labor in subsequent sections.
ve been interpreted according to the literature. Findings show that internal marketing practices are positively and significantly related to su
with depressive symptoms in another multiple regression model for sales workers. Emotional dissonance (sβ = 0.23, p < 0.01) showed positi
bour behavior scores are different occupational definitions, being ready for the teaching profession, exhibiting more efforts and interest, m
doxically, these exhausted professionals turn to lay helpers for ingenuously caring for clients, a group over which the professional system ha
occasions when they use surface acting and work to develop stronger deep acting techniques. The study contributes to an understanding o
al exhaustion, depersonalization, and reduced personal accomplishment.
urally-felt emotions are the important predictors for both emotional exhaustion and the depersonalization of teachers. However, deep acti
e interaction effect between emotional intelligence and emotional labor does not hold equally true for employees in different positions.
leader authenticity within a highly religious context.
tion-management behaviors that practitioners might consider when aiming to support individuals encountering organizational stressors in s
ely and significantly related to surface acting and deep acting. Moreover, findings do not provide any empirical evidence to support the dire
sβ = 0.23, p < 0.01) showed positive association with depressive symptoms in this model. The result of this study indicated that reducing oc
ting more efforts and interest, more close relationships, and the negative effects of staying much more at school on the teachers. The parti
which the professional system has little control and that seems unable to perform the required emotional labor.
ontributes to an understanding of the influence of emotion management in the library workplace.

of teachers. However, deep acting does not have a significant impact on emotional exhaustion and depersonalization. Teachers' lack of per
ployees in different positions.
ering organizational stressors in sport.
rical evidence to support the direct relationship between internal marketing practices and emotional mismatch. In addition to that, in the s
study indicated that reducing occupational stressors would be effective for women sales workers to prevent depressive symptoms. In partic
chool on the teachers. The participant teachers expressed their solutions as solving the teachers’ time and place problems, constituting m
onalization. Teachers' lack of personal accomplishment is predicted by all aspects of emotional labor. Aspects of emotional labor, as a who
atch. In addition to that, in the study some issues such as the importance of emotional labor for tourism enterprises and the relationship b
nt depressive symptoms. In particular, promoting social support could be the most effective way to promote women sales workers’ mental h
place problems, constituting more imteractive relationships among students and colleagues and preparing effective working schedule
cts of emotional labor, as a whole, explain 7% of the emotional exhaustion level of teachers, 16% of depersonalization, and 15% of the lack
nterprises and the relationship between the practices of internal marketing and emotional labor are discussed and suggested
e women sales workers’ mental health.
g effective working schedule

sonalization, and 15% of the lack of personal accomplishment. Conclusion and Recommendations: This study considers emotional labor as
sed and suggested
dy considers emotional labor as a role that should be taken by teachers as a part of their occupational professionalism. However, it is possi
essionalism. However, it is possible that the roles expected from teachers may be based on dominance, non-professional or unethical beha
on-professional or unethical behaviors. Thus, it is important to reveal the reasons behind teachers' surface acting behaviors. Therefore, des
acting behaviors. Therefore, designing such studies on the basis of a qualitative approach will contribute to a deeper understanding of thes
a deeper understanding of these behaviors.
Title Author Year Journal Abstract
Cassandra S. Franklin, Lecturer in Law at the UCLA School of Law and a former litigati
Gender andJennifer L. 1996 UCLA Wome emotional
tional labor)labor
andmay ease the stress
its consequences forofindividual
individuals who workjob
employees' in legal
satisorganizations, i
Emotional Ronnie J. 1999 The Annalsfaction,
officers.productivity, and
Police For Susan Ehrl 1999
Emotional Labor in Service WorkThe Annals strumental approach to human personality and social interaction
Robin Leid 1999 The Annals raises troubling moral issues
quences of emotional labor at work for workers' private lives. This ar
Amy S. ticle reviews each area and concludes with suggestions for future re
The PsychoWharton 1999 The Annalssearch on the psychological
and behaviors consequences
culturally defined as feminine, of emotion
and, in the aggregate, women spend m
Emotional Marcia L. B 1999 The Annalsture
are associated with
of law firms. traits culturally defined as masculine, and, on average, men spe
Emotional Jennifer L. 1999 The Annalsof the components of emotional labor available and represent a start
Emotional Ronnie J. S 1999 The Annalsing
andpoint for refinement
structures. In addition,of this increasingly
sociologists and important typetheorists
organizational of work. suggest that org
When CarinJeffrey Ka 1999 Social Ser selective hiring, formal meetings, and informal gatherings. Based on in-depth intervi
Seeking EmSherianne 2000 Managemen Although
to nursingboth scholars
education andand practitioners
their views of the continue to privilege
lack of valuing the “rational”
of nurses’ work byaspects
others
Emotional Angela He 2001 Nursing In of supporting them in relation to the emotional aspects of their work is explored.
Fit and fle Maguire, J 2001 Sociology oThe contemporary
economic United
perspectives; andStates fitnessa industry,
it permits in conjunction with the medical en
more grounded
Women Teac Lesley Bart 2001 Anthropoloexplanation of social change.
UnderstandJames M. 2003 Journal of dynamic, process-oriented approach to understanding emotional labor is presented
Women's jo Mary Elle 2004 Public AdmJob segregation-the tendency for men and women to work in different occupations-
Clinical emEric B. La 2005 JAMA We first present a model of clinical empathy and describe the mechanisms involved.
Going AbovErin K. Sha 2005 Journal of This paper offers an ethnographic account of the emotional labor of adventure guid
Hooked onBonnie
a K. 2008 NEW SOLUT Emotional
This paper labor is ahome
finds its subtleinbut serious occupational
a graduate student’s essayhazard
which that
ledistolikely to spread rat
the realization
Emotional R Wright, K 2008 Wisdom indiscourses serve a similar emotional management function. Schools are thus consid
The Sociol Amy S. Wh 2009 Annual RevEmotional labor refers to the process by which workers are expected to manage the
Beyond cogMeredith 2009 Public AdmHow do the
We have concepts
organized ourofresponse
emotional tolabor and artful
this article affectsections.
into four translateFirst,
intowe
ourexplore
understt
Affective l LD Kiel, D 2009 Public Admsome questions about employee training and selection. The conclusion speaks to ou
work FaciliMANCINI, 2009 Administration in Social Work
chool of Law and a former litigation attorney, reviews Jennifer L. Pierce's Gender Trials: Emotional Lives in Contemporary Law Firms. Pierce
who workjob
ployees' in legal
satisorganizations, it is unlikely to have a significant effect on the gendered hierarchies of law firms. For those hierarchies to ch
al interaction
vate lives. This ar
ons for future re
on
n the aggregate, women spend more time in these activities than men. Teaching and service clearly involve substantial amounts of emotio
uline, and, on average, men spend more time in these activities. Although research and administration also involve emotional labor, their e
d represent a start
nt typetheorists
ational of work. suggest that organizations invest energy, time, and money into creating a uniform mentality through
erings. Based on in-depth interviews with seven frontline workers at a Canadian youth shelter, this article explores the concept of emotiona
oaluing
privilege the “rational”
of nurses’ work byaspects of organization,
others within this article
the healthcare system.demonstrates the centrality of emotion in the organizing process. The case stu
The importance
ects of their work is explored.
conjunction with the medical endorsement of exercise and the marketing of lifestyle consumption, has made possible the emergence and
nded
ng emotional labor is presented, utilizing concepts from control theory models of behavioral self-regulation. Emotional labor is characteriz
to work in different occupations-is often cited as the reason that women's wages lag men's. But this begs the question: What is it about w
scribe the mechanisms involved. Then we review the research on emotional labor and acting methods. We also discuss the value of learnin
motional labor of adventure guides at Wanderlust, an outdoor adventure trip provider. Three of the guide responsibilities involved emotion
hazard
say whichthat
ledistolikely to spread rapidly
the realization as the global
that teaching service
for social economy
justice continues course
in a foundations to grow.cannot
Emotional labor
ignore the requires
emotional more than
labor just actingCritica
of teachers. frien
unction. Schools are thus considered battlegrounds for dominance and control of teachers’ emotional lives. Recovering the emotional worl
ers are expected to manage their feelings in accordance with organizationally defined rules and guidelines. Hochschild's (1983) The Manag
affect translateFirst,
four sections. intowe
ourexplore
understanding of leadership?
the relevance Where
of emotional would
labor andone find affective
affective leadershipleadership in practice? ToSecond,
to local government. addresswe
these questions,
ask what the aut
tion. The conclusion speaks to our concerns for the proper consideration of these skills in local government.
Contemporary Law Firms. Pierce, who is Assistant Professor of Sociology at the University of Minnesota, conducted a fifteen-month case st
firms. For those hierarchies to change, those who want a different structure must come into positions of power to institutionalize the chan
e substantial amounts of emotional labor, but this labor is generally not seen as involving valued skills and is consequently poorly rewarde
o involve emotional labor, their emotional aspects are largely ignored, while intellectual, technical, or leadership skills are emphasized and
ty through
xplores the concept of emotional labor by workers who struggle with their organization’s culture and its demands on them. I suggest that t
organizing process. The case study method combines observation at a 911 center, interviews with dispatchers, and analysis of selected call
de possible the emergence and rapid growth of health and fitness services. This paper brings together the sociological fields of work, cons
n. Emotional labor is characterized as involving a discrepancy monitoring and reduction process, whereby perceptions of emotional displa
the question: What is it about women's jobs that causes them to pay less? We argue that emotional labor offers the missing link in the exp
also discuss the value of learning about emotional labor and acting methods in creating an empathic treatment relationship. Last, we disc
esponsibilities involved emotion work: ensuring safety, generating fun, and encouraging a sense of community. This created a demanding a
quires more
motional than
labor just actingCritical
of teachers. friendly and being
concepts suchhelpful to customers;
as ideology, hegemony theand
worker must manage
domination hisconsidered
must be or her emotions to create
as cognitive a company-dic
frameworks and
. Recovering the emotional world of teachers thus serves as a counter-discourse to the current technical-rationalist educational discourse.
. Hochschild's (1983) The Managed Heart introduced this concept and inspired an outpouring of research on this topic. This article reviews
ent.ToSecond,
e? addresswe
these questions,
ask what the workdays
the authors of civil
may have servants
missed in theirare examined. Based
presentation. on interviews
The third and focus groups, the authors set forth in
section asks
t.
nducted a fifteen-month case study of litigation attorneys and paralegals, analyzing the gender differences in emotional labor performed b
ower to institutionalize the change.
is consequently poorly rewarded. In contrast, research and administration

ership skills are emphasized and highly compensated. Aside from differences in the propensity of women and men to engage in different ac
emands on them. I suggest that the negative consequences of the demand for emotional labor can be mitigated when workers both identif
hers, and analysis of selected calls. Departing from most treatments of emotional labor, this article features workers who not only suffer thr
sociological fields of work, consumption, and physical culture, suggesting how the structure and organization of personal training impacts
perceptions of emotional displays and emotional display rules are continuously compared. If a discrepancy between emotional displays an
offers the missing link in the explanation. Tasks that require the emotive work thought natural for women, such as caring, negotiating, em
tment relationship. Last, we discuss future research and implications for the medical community.
nity. This created a demanding and prescriptive set of emotional expectations for guides, which they attempted to manage using a variety o
motions to create
ed as cognitive a company-dictated
frameworks experience
and emotional for customers.
management systems The
thatpractice of emotional
delimit and prescribe labor in “feelings”
proper an unsupportive work environment
for teachers proe
as well. Current
ationalist educational discourse. We conclude with suggestions for eliciting and nurturing teacher narratives that speak to their emotional l
on this topic. This article reviews theory and research on emotional labor with a particular focus on its contributions to sociological underst
s groups, the authors set forth in their own words how social work ers, 911 operators, corrections officials, detectives, and child guardians e
in emotional labor performed by male and female attorneys and paralegals. Pierce takes the position that litigation attorneys, predominat
nd men to engage in different activities and the gendered reward structure associated with these activities, even when the tasks are the sa
gated when workers both identify positively with their work and have a strong sense of solidarity with their coworkers.
workers who not only suffer through, cope with, and resist emotional labor but sometimes also seek it out. For these 911 dispatchers, em
on of personal training impacts upon how fitness is sold. Drawing from interviews with personal trainers, the occupation is discussed as a c
y between emotional displays and display rules is detected, individuals are proposed to use emotion regulation strategies to reduce the dis
, such as caring, negotiating, empathizing, smoothing troubled relationships, and working behind the scenes to enable cooperation, are re
pted to manage using a variety of strategies. While guides came to see their organizational role as a persona that they enacted on trail, the
upportive
gs” work environment
for teachers produces
as well. Current work-related stress, which has a wide range of potentially serious health effects. Though many emp
educational
s that speak to their emotional labor.
tributions to sociological understandings of workers and jobs. The sociological literature on emotional labor can be roughly divided into two
detectives, and child guardians experience their work. These interviews reveal the centrality of emotion work in the service exchange and
litigation attorneys, predominately male, are held to a standard of "Rambo" lawyering, while paralegals, predominately female, are expect
s, even when the tasks are the same, the type and intensity of emotional labor required of the sexes may differ
r coworkers.
t. For these 911 dispatchers, emotional labor is a fun, exciting, and rewarding part of their work. In addition to providing a description of th
he occupation is discussed as a combination of frontline service work, emotional labor, and flexible work strategies, resulting in a variety o
ation strategies to reduce the discrepancy. The goal hierarchy aspect of control theory is used to describe emotional labor in the broader co
es to enable cooperation, are required components of many women's jobs. Excluded from job descriptions and performance evaluations,
na that they enacted on trail, they resisted the notion that they were acting. Overall, the examination of emotional labor of guides makes a
ealth effects. Though many employers do not acknowledge the existence of emotional labor, it is a real occupational hazard that may gener
r can be roughly divided into two major streams of research. These include studies of interactive work and research directly focused on em
ork in the service exchange and underscore affective leadership in practice. The authors conclude that the most important challenge facing
edominately female, are expected to adopt a "mothering" persona. According to Pierce, the nonreciprocal emotional labor that lawyers an
n to providing a description of these neglected positive functions of emotional labor, this article speaks to a broader issue: the role of emo
trategies, resulting in a variety of job roles: the representation of the fitness club, the brokering of clients’ consumer relationships with the
emotional labor in the broader context of job performance and explain how positive and negative outcomes can result from the emotional
s and performance evaluations, the work is invisible and uncompensated. Public service relies heavily on such skills, yet civil service system
motional labor of guides makes apparent the extent to which outdoor adventure resembles fantasy. However, the fantastical characteristics
upational hazard that may generate life-altering effects on physical and emotional health. While no official regulations or identification stan
research directly focused on emotions and their management by workers. The first uses emotional labor as a vehicle to understand the org
most important challenge facing public administrators is not to make work more efficient but to make it more humane and caring Affective
emotional labor that lawyers and paralegals perform in these roles is a significant force both in perpetuating and in destabilizing the gend
a broader issue: the role of emotional labor in the construction of organizational community.
consumer relationships with the fitness industry, the motivation of clients through service relationships, and the entrepreneurial cultivation
s can result from the emotional labor process.Propositions are developed throughout the paper
uch skills, yet civil service systems, which are designed on the assumptions of a bygone era, fail to acknowledge and compensate emotion
er, the fantastical characteristics tend to be overshadowed by the discourse of authenticity that surrounds outdoor adventure.
regulations or identification standards specify emotional labor as an occupational hazard, some guidelines exist regarding its outcome: occ
s a vehicle to understand the organization, structure, and social relations of service jobs, while the second focuses on individuals' efforts to
ore humane and caring Affective leadership, and recogni tion of the centrality of emotional labor therein, are the means by which this app
ng and in destabilizing the gendered hierarchical structure of law firms. Franklin agrees that emotional labor plays a role in supporting the
d the entrepreneurial cultivation of a client base and semi-professional authority.
ledge and compensate emotional labor
outdoor adventure.
s exist regarding its outcome: occupational stress. Emotional labor should be recognized as an occupational hazard by the Occupational Saf
focuses on individuals' efforts to express and regulate emotion and the consequences of those efforts. The concept of emotional labor has
are the means by which this approach is championed.
or plays a role in supporting the hierarchical structure of law firms. She contends, however, that Pierce's book oversimplifies the roles of liti
hazard by the Occupational Safety and Health Administration (OSHA), but this hazard does not lend itself to regulation through standards.
concept of emotional labor has motivated a tremendous amount of research, but it has been much less helpful in providing theoretical gu
ook oversimplifies the roles of litigators and paralegals and glosses over the powerful role of the structure itself in maintaining that hierarch
to regulation through standards. The business culture that demands its performance is questioned.
elpful in providing theoretical guidance for or integration of the results generated by these bodies of work. H7
tself in maintaining that hierarchy. According to Franklin, not all successful litigation lawyers are "Rambos." Franklin maintains that, althoug
Franklin maintains that, although
Title Author Year
PROFESSIONAL FEELINGS AS EMOTIONAL LABOR (abstract) NIZA YANAY, GOLAN SHAHAR 1998
An examination of the emotional labor construct and its effects on emp Jones, James R. 1999
Taking Care of Hopes and Dreams in a Plastic Box" The emotional labor Erica J. Moser 1999
Humor as emotional labor. (Abstract) Sidle, Stuart Daniel 2000
A Study on the Relationship between Emotional Labor and Depressive SKim SY, Chang SJ, Kim HR, Roh 2002
The impact of display rules and emotional labor on psychological well-beCropanzano, Russell, Howard M 2003
Emotional display rules and emotional labor: the moderating role of co Gosserand, Robin H.,Diefendor 2005
A reconceptualization of the emotional labor construct: On the develop Rubin, R. S., Tardino, V. M. S., 2005
The interaction effect of emotional intelligence and emotional labor on jo
Wong, Chi-Sum Wong, Ping-Ma 2005
The Influence of Social Comparisons of Interactional Justice on EmotionaSpencer, Sharmin 2005
The challenges of emotional labor and emotional dissonance for the hosMurphy RJ 2005
When customers lash out: the effects of customer interactional injusticeRupp, Deborah E.,Spencer, Sh 2006
The effects of extraversion on employee positive affective delivery: The SL Lin, WH Ou, ST Chen 2006
Service with a smile: Do emotional intelligence, gender, and autonomy Johnson, Hazel-Anne M.,Spector 2006
The Relations of Emotional Labor to Emotional Exhaustion and TurnoverLee, Soo-Yun; Yang, Hae-Sool; 2008
The Study on the Emotional Labor, Emotional Exhaustion and Turnover ILee, Soo-Yun; Yang, Hae-Sul; 2008
The Effects of Fashion Product Salesperson's Emotional Labor, Self-Effi Lee, Kyung-Bok; Chung, Myung 2008
Chapter 15 – The Context of Care: Reconsidering Culture, Structure, a Rebecca J. Erickson 2008
Emotional labor and work performance : Job satisfaction, burnout, and sWing LAM,Ziguang CHEN,Qing 2008
Emotional labor and well-being: Comparing two models (Abstract) Mauro Giacomantonio, Stefano 2008
Angry, guilty, and conflicted: Injustice toward coworkers heightens emo Spencer, Sharmin,Rupp, Debor 2009
The Influence of Emotional Intelligence and Affectivity on Emotional LabFrancis Yue-lok Cheung , Cath 2009
REDUCING SERVICE AGENTS' EMOTIONAL LABOR BY EMOTION-FOCUSE Ling-Hsiu Chen; Shang-Ping Li 2009
Licensed Funeral Directors: An Empirical Analysis of the Dimensions an JR Smith, KD Dorsey, AL Mosle 2009
"Emotional intelligence and job performance: The importance of emotion Newman, D. A., Joseph, D. L., 2010
The impact of emotional labor on job engagement (Abstract) Xiaoqian Liu ; Xupei Li ; Yu Sh 2010
An evaluation of the relationship between emotional labor and volunteers' Chen-Yang Shih ; Pei-Wen Lia 2010
The Effects of Unconsciousness and Emotional Labor on Service Quality: Yongyu Chen ; Xiucheng Fan ; 2010
The impact of emotional labor on work–family outcomes (Abstract) Nancy J. Yanchus, Lilian T. Eby, 2010
Psychological capital as a moderator between emotional labor, burnout,Cheung, Francis,Tang, Catheri 2011
The Effect of Emotional Intelligence and Emotional Labor on Task Perfo Onay, Meltem 2011
A MULTILEVEL INVESTIGATION OF SELF-MONITORING AND VARIABILITY Brent A. Scott; Christopher M. 2011
Neuroticism and emotional labor : The mediating role of job feedback (AZiguang CHEN; Jian An ZHONG 2011
Emotional Labor and Emotional Exhaustion Does Co-worker Support Matt Magdalene Ang Chooi Hwa 2012
A Survey of Circulation Librarians' Emotional Labor and Emotional ExhaustChen Su-May Sheih 2012
STUDYING THE EFFECT OF HOSPITALITY INTERNS' PERSONALITY TRAITS Yi-Min Li; Ying-Huei Kung; Tz- 2012
Emotional Labor and Emotional Exhaustion. (Abstract) Ang Chooi Hwa, Magdalene 2012
EFFECTS OF EMOTIONAL LABOR ON ORGANIZATIONAL PERFORMANCE IN Jiun-Lan
S Hsu 2012
A Multilevel Model Linking Emotional Labor and Employee Creativity (AbHongping Zhang; Shandong U.; 2013
Exploring the Boundaries and Mechanisms of the Effects of Emotional LaNai-Wen Chi;Pei-Chi Chen 2013
Path Linking Emotional Labor Strategies to Turnover Intention: Effect of Sushanta Kumar Mishra 2013
Work-family spillover effects of emotional labor (Abstract) XY Liu, HK Kwan, FH Yim, J Jin 2013
Roles of Training and Mentoring on the Interns' Emotional Labor-ServiceIJ Wang, NW Chi 2013
Emotional Labor and Emotional Exhaustion: Mediating Role of CustomerY Zhan, J Shi 2013
Steven Rogelberg
Faking it for the Higher-Ups: Status and Emotional Labor in Workplace MJohn Kello 2014
In Search of a Relational Antecedent of Emotional Labor:A Social NetworN a Yoon
Gary Kim
Greguras 2014
Mental Construal and Perceived Job Control as Antecedents of EmotionaJennifer Zophy Gillespie
George Washington U. 2014
Dynamic Effect of Emotional Labor on Outcomes: Role of Time and Leade Natalia Lorinkova
Pei-Chi Chen 2014
The Interactive Effects of Emotional Labor and Service Behaviors on Bui Ya-Yun Ruby Tsai 2015
The Mediating Effects of Emotional Labor Strategies on Regulatory FocusZ Geng, X Yang, H Zheng, C Li 2015
A model of the moderating influence of emotional intelligence on the r Van Dijk, Pieter A; Kirk-Brown, 2004
Emotional Labor; Surface Acting and Deep Acting, Which one is Better? Shulei, Ma Miner, Huang 2006
Journal Abstract
Journal of Contemporary EthnographEmotional labor is what workers do with their feelings to comply with organizational role
Thesis This dissertation is a quantitative study of the role of emotions in employee workplace ou
Thesis This thesis attempts to explore the emotional labor that a nurse performs when she is com
Thesis The primary objective of this study was to examine the impact of encouraging humor on t
Korean J Occup Environ Med. This study was designed to identify the relationship between emotional labor and depress
Emotional and physiological processeDisplay rules are formal and informal norms that regulate the expression of workplace em
Journal of Applied Psychology The authors examined whether commitment to emotional display rules is a necessary con
Emotions in organizational behavior A close examination of the emotional labor literature reveals a myriad of conceptualizatio
Emotions in organizational behavior Although emotional intelligence has been a popular concept in the media, there have bee
Thesis This lab study drew on fairness theory (Folger & Cropanzano, 2001), emotion regulation th
Clinical leadership & management reCompetitive pressures are forcing hospital leaders to closely examine the role of direct ca
Journal of Applied Psychology Using affective
The purpose ofevents theory
this study wastotointegrate
examine multifoci justice and
the relationship emotional
among labor (EX),
extraversion (EL), this
emotila
Asian Journal of Management and Huacting. The authors discussed the implications for theory and practices, and made suggesti
Journal of Occupational Health PsychThis survey study of 176 participants from eight customer service organizations investigate
The Journal of the Korea Contents A In this paper, I show the factors which have an effect on the emotional exhaustion and tur
Journal of the Korea Society of Com This study shows the factors which have an effect on the emotional exhaustion and turno
The Research Journal of the CostumeThe purposes of this study were to extract the effects of emotional labor, self-efficacy and
Book chapter Social scientists' ability to understand the effects of the context of care requires an analys
Academy of Management Annual CoUsing quantitative data from 206 hotel frontline employees and 111 employee-supervisor
Giornale italiano di psicologia Summary. Starting from the theory of Hochschild (1983) about emotional labor, workers a
Journal of Applied Psychology This study drew on fairness theory and affective events theory to explain why individuals'
Journal of Individual Differences We investigated how affectivity and emotional intelligence (EI) influence the use of emoti
Social Behavior & Personality To
Thisuncover the effectiveness
study addresses of human
the emotive resource
dissonance andstrategy
emotivefor emotional
effort labor,of
dimensions this study w
emotiona
International Management Review An inverse relationship resulted with higher levels of emotive effort, indicating lower level
Industrial and Organizational PsycholReports an error in "Emotional intelligence and job performance: The importance of emoti
Web Society (SWS), 2010 IEEE 2nd From the perspective of positive psychology, this study examines the relationship between
Industrial Engineering and Engineer The study used questionnaire survey research to examine the relationships among service
Service Sciences (ICSS), 2010 Interna A survey of 250 flight attendants in Taiwan was undertaken in order to examine the relatio
Journal of Vocational Behavior Theory and research on emotional labor at work is applied to the study of the work–famil
International Journal of Stress Man In this study, we examined the relationship between emotional labor and burnout as well
Ege Academic Review In business life, emotional labor means the expected emotions those are to be exhibited b
Academy of Management ProceedingIn a multilevel study, we extend theory on emotional labor by examining both average lev
Social Behavior and Personality The present study aims at investigating the effects of personality traits on employees’ pre
Journal of Management Research This study examines the emotional labor process, operationalized as surface acting and de
Journal of Educational Media & LibraAt the front line of library service, circulation librarians devote considerable efforts to perf
Pakistan Journal of Statistics As the number of hospitality interns in company hiring is gradually increased in the hospit
Journal of Management Research This study examines the emotional labor process, operationalized as surface acting and de
Pakistan Journal of Statistics In the society where service industry is the mainstream, Emotional Labor has become the
Academy of Management ProceedingDrawing on conservation of resources theory, this research built and tested a multilevel m
Academy of Management ProceedingThe present study is designed to investigate how emotional labor (EL) predicts both positi
Academy of Management ProceedingThe linkages among emotional labor strategies, emotional exhaustion and turnover intenti
Academy of Management ProceedingThe emotional taxing nature of emotional labor at work has been increasingly recognized,
Academy of Management ProceedingThe implementation of intern program is very important and beneficial for the hospitality
Academy of Management ProceedingEmotional labor refers to the process of regulating both feelings and expressions in respon
Academy of Management ProceedingThis series of studies drew on the expectation states theory of status and socioemotional
Academy of Management ProceedingWe explore the relationship between individual¡¯s social network position and emotional
Academy of Management ProceedingResearch on surface acting (i.e., faking or suppressing emotions to meet display rules) and
Academy of Management ProceedingWe extend the literature on emotional labor by examining the differential effects of surfac
Academy of Management ProceedingBased on the Task-Relationship-Self (T-R-S) framework of service behaviors, we examined
Academy of Management ProceedingAlthough the effect of regulatory focus on creativity in laboratory studies is well-documen
Creating Tourism Knowledge The aim of this paper is to present a conceptual model of the relationship between emoti
Acta Psychologica Sinica The study was to investigate which one of the emotional labors, surface acting and deep a
ply with organizational role requirements. This article explores the concept in professional organizations, examining the psychotherapeutic
s in employee workplace outcomes. Specifically, the construct of emotional labor was examined as to its effect on job satisfaction, emotion
se performs when she is communicating with NICU parents. This is original exploratory research. Besides the medical duties that are requir
of encouraging humor on task satisfaction, task stress and performance. Another objective was to investigate whether individuals differ in
emotional labor and depressive symptoms among Korean industrial service employees. METHODS: The case group consisted of 331 employ
expression of workplace emotion. Organizations impose display rules to meet at least three objectives: please customers, maintain interna
play rules is a necessary condition for emotional display rules to affect behavior at work. Results using structural equation modeling reveale
myriad of conceptualizations contributing to a current state of theoretical disorientation. The purpose of this chapter is to clarify the natu
n the media, there have been few scientifically rigorous studies designed to examine its roles in the workplace. Following the exploratory ev
2001), emotion regulation theory (Gross, 1998) and affective events theory (Weiss & Cropanzano, 1996) to explain why injustice extended t
xamine the role of direct caregivers in improving the level of satisfaction for the treatment and services received by patients. Often, the clin
emotional
ong labor (EX),
extraversion (EL), this lab study
emotional examined
labor (surfacethe effects
acting andof customer
deep acting)interactional
and employeejustice on ELaffective
positive perceived by both
delivery the self
(EPAD). Dataand others.
were Parti
collecte
practices, and made suggestions for further studies.
ice organizations investigated how individual factors moderate the impact of emotional labor strategies on employee well-being. Hierarchi
motional exhaustion and turnover intention in call center workers who perform emotional labor using telephone without direct confronting
tional exhaustion and turnover intention in call center tole-communicators who perform emotional labor using telephone without direct co
onal labor, self-efficacy and burnout on customer-oriented selling behavior of salesperson by literature review and to examine the effect va
t of care requires an analysis of the ways in which proximate structures, as well as diffuse status characteristics, affect the performance of
d 111 employee-supervisor dyads in two studies, we examined how the emotional labor of hotel employees in hospitality industry was ass
t emotional labor, workers are supposed to use two different ways to regulate the expressions of emotions required from display rules (Ekm
to explain why individuals' emotional labor is impacted by injustice extended toward coworkers by their customers. Pairs of participants w
influence the use of emotional labor strategies at work among 486 Chinese employees. Hierarchical regression analyses showed that nega
motional
ort labor,of
dimensions this study was
emotional designed
labor to explore
and their the relationships
relationships between
to the emotional human resource
exhaustion, management
depersonalization, practices
personal and the consequence
accomplishments, and j
effort, indicating lower levels of depersonalization. No support was revealed for higher levels of emotive dissonance being indicative of low
ce: The importance of emotion regulation and emotional labor context" by Daniel A. Newman, Dana L. Joseph and Carolyn MacCann (Indu
es the relationship between emotional labor and job engagement. Results of the 258 sample survey showed emotional labor has a certain
relationships among service training (ST), the frequency of contacting difficult customers (FQ), emotional labor (EL) and positive affective d
order to examine the relationships between unconsciousness, emotional labor and service quality using the structural equation model (SEM
the study of the work–family interface to explore how emotional experiences in both the work and the family domain relate to the experie
al labor and burnout as well as job satisfaction. Besides, we also explored whether psychological capital (PsyCap) moderated the emotional
s those are to be exhibited by employees while they are serving. The last phenomenon employees can add to their labor process is their fe
examining both average levels and consistency in surface acting and deep acting over time. Seventy-eight employees provided 522 matche
ty traits on employees’ preference of emotional labor strategies. Data from a sample of 167 front line nurses was used to explore the relati
zed as surface acting and deep acting, as performed by hotel employees in Sabah, Malaysia. It also investigates the influence of emotional
considerable efforts to performing "emotional labor", i.e., maintaining a pleasant manner while dealing with difficult patrons. Using questi
ually increased in the hospitality related industries, it is important for employers to understand how to tap the personality traits of hospital
zed as surface acting and deep acting, as performed by hotel employees in Sabah, Malaysia. It also investigates the influence of emotional
onal Labor has become the primary work connotation for workers in service industry. Abundant Emotional Labor has resulted in more rapi
ilt and tested a multilevel moderated mediation model linking emotional labor (surface and deep acting) to employee creativity using surve
bor (EL) predicts both positive and negative aspects of service performance (i.e., customer-rated affective delivery and service sabotage) an
austion and turnover intention were examined among the pharmaceutical representatives in India. The study found the indirect linkage of
een increasingly recognized, but the effects of emotional labor at work on employees' spouses have not yet been explored. Drawing on the
eneficial for the hospitality industry. However, hotels often ask hospitality interns to engage in high levels of emotional labor but they often
gs and expressions in response to the display rules for promoting organizational goals. Existing literature has provided strong evidence for t
status and socioemotional behavior and conservation of resources theory to explain why individuals might engage in emotional labor outs
ork position and emotional labor. Specifically, by presenting friendship network centrality within an organization as a relational antecedent
ns to meet display rules) and deep acting (i.e., attempting to experience emotions to meet display rules) indicates that surface acting typica
differential effects of surface acting versus deep acting on near- and long-term emotional exhaustion. Combining arguments from conserv
ce behaviors, we examined whether service sweethearting behaviors and customer orientation behaviors interact with emotional labor str
ory studies is well-documented, the mechanism that explains that effect in a real workplace with various job requirements remains unclear
relationship between emotional labor, emotional intelligence, burnout and the service experience. The ability of the service provider to de
s, surface acting and deep acting, had better effect on later performance and self authenticity. Combined Muraven, Tice & Boumeister(199
xamining the psychotherapeutic discourse of objectivity, neutrality, and care as feeling rules. Based on a study in a residential psychiatric fa
ffect on job satisfaction, emotional exhaustion, and organizational citizenship behavior (OCB). In addition, several purported moderators pe
he medical duties that are required of nurses, they provide emotional labor. The nurses perform emotional labor by consoling, educating an
ate whether individuals differ in their responses to working in an environment where humor is encouraged. For this study, 122 students at
e group consisted of 331 employees who were performing emotional labor at department stores, hotels, and family restaurants in Seoul. T
ase customers, maintain internal harmony, and promote employee well-being. Despite these valid intentions, display rules can engender em
ctural equation modeling revealed that display rule commitment moderated the relationships of emotional display rule perceptions with su
his chapter is to clarify the nature of the construct and specify a more unified research model. To maximize theoretical clarity, the present
ace. Following the exploratory evidence provided by a recent study, the study reported in this chapter replicated the finding that emotiona
explain why injustice extended toward others (coworker-directed justice: CJ) affects personal levels of emotional labor. Pairs of participants
eived by patients. Often, the clinical laboratory's sole representative in bedside care is the phlebotomist. Despite the physical and behavior
by both
ivery the self
(EPAD). Dataand others.
were Participants
collected from a played
samplethe role first
of 303 of customer-service representatives
line employees, and the responseinrate
a workplace simulation
was 86.57%. and were
The results exposed
revealed that Et
employee well-being. Hierarchical regression analyses indicated that gender and autonomy were significant moderators of the relationshi
phone without direct confronting with clients. I empirically show that emotional exhaustion decreases job satisfaction and increases turnov
sing telephone without direct confronting with clients. This study empirically shows that emotional exhaustion decreases job satisfaction a
iew and to examine the effect variables on customer-oriented selling behavior empirically. The questionnaire was administered to 400 sale
stics, affect the performance of emotional labor. This chapter reconsiders the cultural label in light of Hochschild's original theoretical form
es in hospitality industry was associated with affective and behavioral outcomes. We found that surface acting was negatively related to job
required from display rules (Ekman, 1973): deep acting is to modify inner feelings; surface acting is to modify only expressions. Deep actin
ustomers. Pairs of participants worked side by side as customer-service representatives for a simulated organization. They interacted with f
ssion analyses showed that negative affectivity was a significant correlate for surface acting, while EI was a significant correlate for both de
t practices
personal and the consequences
accomplishments, and jobofsatisfaction
emotionalconsequences
labor of serviceofagents in Taiwan's
emotional service
labor with industry.
respect Resultsfuneral
to licensed indicated that allFour
directors. human resour
hypothese
ssonance being indicative of lower levels of job satisfaction; and higher level of emotive effort resulting in higher levels of job satisfaction. I
eph and Carolyn MacCann (Industrial and Organizational Psychology: Perspectives on Science and Practice, 2010[Jun], Vol 3[2], 159-164). In
ed emotional labor has a certain prediction on job engagement: the surface acting has a negative correlation with dedication, deep acting h
abor (EL) and positive affective delivery (PAD) using a sample of 184 first line volunteers, and the response rate was 77%. The results reveal
e structural equation model (SEM). Results suggest that unconsciousness has negative impact on the emotional expression, interaction and
mily domain relate to the experience of work–family conflict and work–family enrichment, and ultimately attitudinal and health outcomes. E
yCap) moderated the emotional labor-burnout or job satisfaction associations. In total, 264 full-time Chinese school teachers in China were
to their labor process is their feelings. Especially in health sector, employees are expected to show their feelings to their patients/clients. I
employees provided 522 matched daily surveys over two weeks. Within individuals, surface acting was associated with lower job satisfactio
es was used to explore the relationship between neuroticism and deep acting, as well as the mediating role of feedback in this relationship
ates the influence of emotional labor on emotional exhaustion, and the potential role of co-worker support in moderating the proposed re
th difficult patrons. Using questionnaires, this study examines frequency of encountering difficult patrons, emotional labor, and degree of
the personality traits of hospitality interns and their emotional labor to the best advantage, as the intangible performance of hospitality int
ates the influence of emotional labor on emotional exhaustion, and the potential role of co-worker support in moderating the proposed re
Labor has resulted in more rapid emotional exhaustion that emotional dissonance is likely enhanced. In the environments with longer wo
o employee creativity using survey data from a major high-tech manufacturing company in China that was structured into work teams. We
delivery and service sabotage) and the mechanisms and boundary conditions of EL-service performance relationship. Based on the emotion
udy found the indirect linkage of emotional labor strategies (surface acting and deep acting) on turnover intention through emotional exhau
t been explored. Drawing on the Conservation of Resources Theory, this study investigated the mechanism underlying the relationship betw
of emotional labor but they often receive lower compensation than formal employees, which might influence interns' motivation for servic
s provided strong evidence for the impact of emotional labor (i.e., surface acting and deep acting) on service employees’ emotional exhau
t engage in emotional labor outside of customer-facing interactions and how variability in emotional labor across these situations may be d
zation as a relational antecedent of emotional labor with customers, this study attempts to demonstrate how individual¡¯s friendship netwo
dicates that surface acting typically has substantial negative effects on employee well-being, whereas deep acting has displayed weaker rela
mbining arguments from conservation of resources and leadership theories, we position and explain the temporally bound relationship betw
nteract with emotional labor strategies in enhancing long-term customer relationships (i.e., customer intentions to build long-term relation
b requirements remains unclear. In this study we proposed and tested the role of emotional labor strategy as a different mediating mecha
lity of the service provider to deal with the inherent stresses and emotional demands of their working environment as they perform emoti
Muraven, Tice & Boumeister(1998)'s dual-task paradigm and Gross (1998)'s emotion regulation paradigm, conducting two kinds of emotion
udy in a residential psychiatric facility in Israel, the authors found that counselors labored to display aspired professional feelings despite th
everal purported moderators perceived job autonomy, task variety, trait positive and negative affectivity, gender, organizational commitmen
labor by consoling, educating and listening to the parents. I use the work of Arlie Hochschild (1983) as a basis for explaining the emotional
d. For this study, 122 students at two Midwestern universities were asked to make a brief presentation in front of a camera for a "film proje
nd family restaurants in Seoul. The control group in this study consisted of 150 employees (90 officers in Seoul and 60 manufacturing work
ns, display rules can engender emotional labor, a potentially deleterious phenomenon. We review three mechanisms by which emotional l
l display rule perceptions with surface acting, deep acting, and positive affective delivery at work, such that the relationships were strong a
e theoretical clarity, the present model separates behaviors, emotional states, and situational demands. In addition, we suggest that the co
cated the finding that emotional intelligence and the nature of job requirement (i.e., emotional labor) have an interacting effect on job sati
tional labor. Pairs of participants played coworkers working side by side as customer services representatives for a simulated software orga
espite the physical and behavioral challenges presented by difficult patients, laboratory managers expect phlebotomists to perform their d
e.57%.
simulation and were
The results exposed
revealed to either
that EX did notinteractionally fair or unfair
affect EPAD directly; customers.
EX influenced Results
surface showed
acting that unfairly
positively but did treated participants
not affect engaged
deep acting; surfac
nt moderators of the relationships between emotional labor strategies and the personal outcomes of emotional exhaustion, affective well-
satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for efficient manageme
tion decreases job satisfaction and increases turnover intention. Therefore the emotional exhaustion is the important managing factor for
ire was administered to 400 salespersons who were selling clothes, cosmetics, shoes, leather products and accessories in department store
schild's original theoretical formulation and recent sociological theorizing about the structure–culture distinction. Theory and research on
ting was negatively related to job satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfa
dify only expressions. Deep acting has good consequences on subjective well-being whereas surface acting has bad consequences on subje
anization. They interacted with fair/unfair customers as well as observed face-to-face service encounters between their coworker and fair/u
significant correlate for both deep acting and expression of naturally felt emotion. Positive affectivity and EI interacted with each other to
indicated
uneral that allFour
directors. human resourcewere
hypotheses practices (recruitment,
formulated. Emotiveselection, socialization
dissonance resulted and training,
in higher performance
levels appraisal,
of emotional and reward systems
exhaustion.
higher levels of job satisfaction. Implications for future research are also discussed.
2010[Jun], Vol 3[2], 159-164). In the original article, there were errors in Figure 1: "Emotional Labor" was incorrectly labeled as "Emotion
on with dedication, deep acting has a positive correlation with dedication, and emotional strategy has a positive correlation with all the thr
rate was 77%. The results revealed that service training (ST) influenced emotional labor (EL) positively; frequency of contacting difficult cus
tional expression, interaction and deep acting. But unconsciousness has positive impact on the surface acting and the variety of emotions r
ttitudinal and health outcomes. Emotional intelligence is also examined as a moderator of the relationship between emotional labor and aff
se school teachers in China were recruited. Results showed that PsyCap was related to emotional labor, burnout, and job satisfaction in the
elings to their patients/clients. In control of these feelings, emotional intelligence of an employee affects his/her individual business succe
ociated with lower job satisfaction and higher work withdrawal, while deep acting was associated with higher job satisfaction, and affective
e of feedback in this relationship. Results show that Neuroticism was associated with less job feedback, more surface acting, and less deep
t in moderating the proposed relationship. Using a self-administered survey questionnaire, data were obtained from a total of 137 hotel w
emotional labor, and degree of emotional exhaustion among university circulation librarians in Taiwan. Meanwhile, the current study also
le performance of hospitality interns may influence organizational citizenship behavior. It becomes an important lesson for the hospitality
t in moderating the proposed relationship. Using a self-administered survey questionnaire, data were obtained from a total of 137 hotel w
he environments with longer working hours, employees' emotional exhaustion in service industry is likely to get more serious. Emotional di
structured into work teams. We found a positive relationship between surface acting and psychological detachment, which, in turn, was ne
ationship. Based on the emotional contagion and the resource depletion perspectives, the present study developed a multi-level (i.e., indiv
tention through emotional exhaustion. The study also found evidence of the moderated mediation effect of perceived organizational suppo
underlying the relationship between employees' surface acting at work and their spouses' perceived family quality by examining the medi
nce interns' motivation for service performance. In the present study, we recruited 244 hospitality intern students from 34 hotels to examin
ce employees’ emotional exhaustion. However, there is a lack of research in exploring the mechanisms of this association. Drawing on the
across these situations may be detrimental to employees. Three samples of working adults were asked to report on their levels of emotion
ow individual¡¯s friendship network in an organization affects one¡¯s emotional labor through the mediating effects of state-positive affect,
acting has displayed weaker relationships with employee well-being (Hülsheger & Schewe, 2011). We conducted two studies that sought t
mporally bound relationship between of emotional labor, emotional exhaustion and employee job performance. We articulate and test how
ntions to build long-term relationships and customer loyalty). We collected data from 80 organizations across diversified service industries u
as a different mediating mechanism through which frontline employees¡¯ regulatory focus affects their creativity in the service industry by
ronment as they perform emotional labor has an impact on their behavior and consequently the quality of service provided. Emotional int
conducting two kinds of emotional labor by instructions before watching emotional (most sadness and pain) eliciting film, while emotional
professional feelings despite the absence of memos, protocols, or training sessions. Who told them to do so? How did they know what to
ender, organizational commitment, co-worker social support, type of emotional display required positive or negative)) of emotional labor's
asis for explaining the emotional labor that nurses perform when communicating with parents. In order to obtain the data for this study, I in
ont of a camera for a "film project". In one condition participants were encouraged to be humorous; in the other condition participants we
eoul and 60 manufacturing workers in Incheon) who were not expected to perform emotional labor. A structured questionnaire was used to
echanisms by which emotional labor can create worker alienation, burnout, stress, and low performance. Though not as widely discussed,
t the relationships were strong and positive when commitment to display rules was high and weak when commitment to display rules was
addition, we suggest that the construct of perceived emotional dissonance is an important mediator between situational demands and em
e an interacting effect on job satisfaction. Using a sample of 307 respondents from six different jobs, this interaction effect was confirmed.
es for a simulated software organization. As part of their roles, they interacted with customers previously trained to exhibit either fair or un
phlebotomists to perform their duties in a consistently efficient and friendly manner. However, time constraints often prevent phlebotomist
rly treated
did participants
not affect engaged
deep acting; surfaceinacting
highernegatively
levels of EL and
and found
deep it more
acting difficult
positively to comply
affected with
EPAD. In display rules
addition, thethan didofparticipants
results who
path analysis wer
reveal
tional exhaustion, affective well-being, and job satisfaction. Females were more likely to experience negative consequences when engaging
ng factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pressure in call center w
e important managing factor for efficient management of call center. To weaken emotional exhaustion, it is necessary to decrease time pres
accessories in department stores located in Kwang-ju city during August 18-24, 2006. Data collected from 307 salespersons were analyzed
nction. Theory and research on emotion, and particularly emotion management would benefit from reframing the approach as contextual
as positively related to job satisfaction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate t
has bad consequences on subjective wellbeing. The goal of the research is to understand the way emotional labor (deep and surface actin
etween their coworker and fair/unfair customers. Results indicated that participants' emotional labor increased both as a result of unfairne
EI interacted with each other to influence the adoption of various emotional labor strategies. For instance, individuals with positive affectiv
e appraisal,
onal and reward systems) can reduce emotional exhaustion and enhance the feelings of personal accomplishment for service agent
exhaustion.
incorrectly labeled as "Emotion Labor" and "Emotion Regulation" was incorrectly labeled as "Emotional Regulation." The correct version of
sitive correlation with all the three dimensions of job engagement (vigor, dedication, absorption). Job requirement works as a moderator in
quency of contacting difficult customers (FQ) affected emotional labor (EL) negatively; emotional labor (EL) has a positive effect on voluntee
ng and the variety of emotions required to be expressed. The emotional expression, interaction and deep acting can impact upon service q
between emotional labor and affective responses to work and family life. A model focusing on emotional experiences in the both the work
rnout, and job satisfaction in the hypothesized direction. Furthermore, PsyCap moderated the association between emotional labor and th
his/her individual business success as much as his/her individual performance. In this respect the basic subject of this research is to determ
her job satisfaction, and affective states generally mediated these relationships. Between individuals, variability (versus consistency) in surfa
ore surface acting, and less deep acting; while feedback was positively related to deep acting. Additionally, feedback fully mediated the rela
ined from a total of 137 hotel workers. Findings on the consequences of emotional labor were consistent with expectations: surface acting
eanwhile, the current study also analyzes effects of circulation librarians' personal background factors on these three variables, and the cor
ortant lesson for the hospitality industries on how to effectively shorten the training schedule of hospitality interns and boost their perform
ined from a total of 137 hotel workers. Findings on the consequences of emotional labor were consistent with expectations: surface acting
o get more serious. Emotional dissonance therefore would be increased, causing burnout, decreasing job satisfaction, and increasing turno
achment, which, in turn, was negatively related to creativity. Additionally, deep acting was positively related to psychological attachment, w
eveloped a multi-level (i.e., individual-level and service encounter-level) and multi-source (i.e., servers and customers) model to address th
of perceived organizational support (POS) on the relationship between surface acting and turnover intention. However, in case of the relatio
y quality by examining the mediating roles of employees' emotional exhaustion and surface acting at home. Based on 193 employee-spous
udents from 34 hotels to examine the relationship between interns' emotional labor and service performance and explore whether hotels
this association. Drawing on the social interaction model of emotion regulation and the emotion as social information model, the present a
report on their levels of emotional labor during workplace meetings. Results indicated that participants engaged in emotional labor during
g effects of state-positive affect, self-perception and role-identification. Data collected from 105 employees from 9 branches of a Korean ba
ducted two studies that sought to identify antecedents of emotional labor and employee well-being. Using construal level theory, we theor
ance. We articulate and test how leader inclusiveness may be an antidote for the negative effects of emotional labor. Survey data collected
ss diversified service industries using a multisource, multiphase research design. The data is comprised of 207 employee-customer dyads.
eativity in the service industry by integrating regulatory focus theory, emotion regulation theory and the creativity literature. Empirical resu
f service provided. Emotional intelligence is said to include the ability to manage emotions in one's self and others and enables the ability t
n) eliciting film, while emotional consequences in subjective report,expressive behavior and physiological responses were measured, and th
so? How did they know what to feel? The authors claim that therapeutic discourse constitutes professional feelings through the use of spe
negative)) of emotional labor's effect on these outcome variables were analyzed. In an extension of the work of, among others, Morris an
obtain the data for this study, I interviewed 14 NICU nurses and observed the unit of the children's hospital and the NICU nurses. These int
e other condition participants were encouraged to be serious. It was hypothesized that humor will help increase task satisfaction and perfo
ctured questionnaire was used to estimate each participants level of emotional labor, general characteristics, job content, job satisfaction, a
Though not as widely discussed, emotional labor sometimes has propitious consequences. We discuss the potential benefits of emotional l
ommitment to display rules was low. These findings suggest that motivation plays a role in the emotional labor process in that individuals m
een situational demands and emotional labor behavior, thereby disentangling the emotional state from behavior.
teraction effect was confirmed. Furthermore, this study argues that the nature of job requirement could be estimated from Holland's occu
rained to exhibit either fair or unfair behaviors. They also observed fair or unfair face-to-face service encounters between their coworkers a
aints often prevent phlebotomists from engaging in lengthy conversations with their patients to build trust or convey compassion. Balancing
es
hethan didofparticipants
results who
path analysis were fairly
revealed that treated. The above
EX influenced EPADlink
onlywas partially
through mediated
surface actingbybut
anger. Our findings suggest that customers are a
not deep
ve consequences when engaging in surface acting. Autonomy served to alleviate negative outcomes for individuals who used emotional lab
ase time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This study makes a cont
necessary to decrease time pressure in call center work. To weaken turnover intention, it is important to strengthen superior support. This
307 salespersons were analyzed by using descriptive statistics, factor analysis, t-test, ANOVA, Duncan-test, correlation, regression analysis
ming the approach as contextual as opposed to cultural or structural. Through an analysis of the emotion management experiences of 1158
burnout were found to mediate the relationship between emotional labor and work performance. We further found that supervisory emoti
nal labor (deep and surface acting) affects well-being, comparing two models provided by the literature. Brotheridge & Lee (2002) found au
ased both as a result of unfairness directed toward themselves as well as toward their coworkers. These effects were mediated by both dis
individuals with positive affectivity and regulation of emotion, a key facet of EI, tended to use more deep acting and the expression of natu
ccomplishment for service agents.
gulation." The correct version of the Figure 1 is present in the erratum. (The following abstract of the original article appeared in record 20
irement works as a moderator in the relations between emotional strategy and vigor, and the relations between emotional strategy and ab
has a positive effect on volunteers' positive affective delivery (PAD). The study discusses the implications for theory and practices. The resu
acting can impact upon service quality.
xperiences in the both the work and family domains is proposed and tested using path analysis. Results indicate that emotional labor in bo
between emotional labor and the outcome variables. For instance, positive association between surface acting on depersonalization as we
ject of this research is to determine "emotional intelligence" and "emotional labor" dimensions of nurses who have close relationship with
bility (versus consistency) in surface acting was associated with job dissatisfaction and work withdrawal. Self-monitoring played a variety of
feedback fully mediated the relationship between neuroticism and deep acting. Implications and directions for future research and practic
with expectations: surface acting positively influenced emotional exhaustion, whereas deep acting was negatively related to emotional exh
hese three variables, and the correlation between them. The results suggested that university circulation librarians "scarcely" or "occasiona
y interns and boost their performance at the same time. A questionnaire survey was used to study whether the background variables have
with expectations: surface acting positively influenced emotional exhaustion, whereas deep acting was negatively related to emotional exh
atisfaction, and increasing turnover, and working efficiency and quality would be directly reduced. With the supervisors and staff in Bullfigh
d to psychological attachment, which had a positive association to creativity. Further, team creative efficacy moderated the relationships th
d customers) model to address the proposed research questions. The EL and customer data were collected from 61 restaurant servers and 3
n. However, in case of the relationship between deep acting and turnover intention, the study did not find any support for the moderated m
e. Based on 193 employee-spouse dyadic and time-lagged data, we found that emotional exhaustion and surface acting at home successive
nce and explore whether hotels can use intern training and mentoring programs to enhance the effectiveness of intern students' emotiona
nformation model, the present article focused on the interpersonal functions of emotion regulation and reported two studies examining th
gaged in emotional labor during their workplace meetings and that their surface acting was positively related to the presence of higher-sta
s from 9 branches of a Korean banking firm supported most of the hypotheses. We found that the more central position one occupies in th
construal level theory, we theorized that “high-level agents” (i.e., individuals with a higher mental construal who tend to identify their acti
onal labor. Survey data collected across two points in time from 114 matched employee-supervisor dyads across multiple hotels demonstra
207 employee-customer dyads. The results show that employee deep acting positively predicts customer satisfaction, leading to stronger lo
eativity literature. Empirical results based on a sample of 346 service employee¨C supervisor dyads found that promotion focus positively a
d others and enables the ability to moderate negative emotions and to enhance pleasant ones depending on their utility. It is proposed tha
esponses were measured, and then two effects of emotional labors, e. g. later mathematics performance and self authenticity, were tested
l feelings through the use of specific concepts and techniques. However, the term professional feelings disguises a complicated process of
ork of, among others, Morris and Feldman (1996), the study reported herein assessed emotional labor as a multidimensional construct, co
l and the NICU nurses. These interviews and observations allowed me to better understand and portray the emotional labor that nurses pe
rease task satisfaction and performance while lowering stress when being humorous was consistent with the participant's mood and perso
cs, job content, job satisfaction, and any depressive symptoms. The measurements for emotional labor were performed only on the case gr
potential benefits of emotional labor as well.
abor process in that individuals must be committed to display rules for these rules to affect behavior.
e estimated from Holland's occupational model. Results supported this argument. Implications for future career and human resource mana
unters between their coworkers and the customers. Results revealed that participants who had interacted with unfair customers experience
or convey compassion. Balancing task requirements with people skills prompts phlebotomists to develop coping strategies that emphasize
gs suggest that customers are a viable source of justice, and customer behavior impacts the effort required of service workers to adhere to
ividuals who used emotional labor strategies often. Contrary to our hypotheses, emotional intelligence did not moderate the relationship b
support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing factor in administration
trengthen superior support. This study makes a contribution in providing the fact that emotional exhaustion is an important managing fact
correlation, regression analysis and path analysis. The results were as follows: First, Salesperson's emotional labor was composed of two fa
management experiences of 1158 registered nurses, support is provided for this proposal by showing how structure and culture combine to
her found that supervisory emotional support moderated the relationships between emotional labor and job satisfaction and burnout.
otheridge & Lee (2002) found authenticity as mediator of this relation, whereas Grandey (2000) suggests that facial feedback could have a
ffects were mediated by both discrete emotions and fairness-related counterfactual thinking and were significant even when the participan
acting and the expression of naturally felt emotion but less surface acting than employees who were low in regulation of emotion. Furtherm
nal article appeared in record 2010-13370-010). Comments on the original article Emotional intelligence: Toward clarification of a concept
ween emotional strategy and absorption.
or theory and practices. The results also suggest that focusing on developing human resource strategies for volunteers could enhance unde
dicate that emotional labor in both the work and family domains relate to affective responses to each respective domain, which in turn rela
cting on depersonalization as well as negative association with job satisfaction was weaker when PsyCap was high. In addition, positive asso
who have close relationship with patients and prove that it may be possible to be increase their performance level they demonstrated. A su
f-monitoring played a variety of roles in the above processes, exhibiting both main and moderating effects on emotional labor.
s for future research and practices are addressed.
atively related to emotional exhaustion. Interestingly, co-worker support had reverse buffering effect on the relationship between deep ac
brarians "scarcely" or "occasionally" encountered difficult patrons, among whom the most frequently encountered types were the "externa
r the background variables have any influence on personality traits, emotional labor, and organizational citizenship behavior, and then com
atively related to emotional exhaustion. Interestingly, co-worker support had reverse buffering effect on the relationship between deep ac
e supervisors and staff in Bullfight Group as the research subjects, data for 235 questionnaires is subjected to SEM analyses. The results sho
y moderated the relationships that psychological detachment and psychological attachment both had with creativity; these relationships w
from 61 restaurant servers and 305 customers (individual-level N = 61, service encounter-level N = 305) and the hierarchical linear modelin
any support for the moderated mediation effect of POS. Implications of the study were discussed.
urface acting at home successively mediated the relationship between surface acting at work and spouse ratings of family quality. Implicati
ess of intern students' emotional labor. Our data was collected from multiple time phases (at the start and end of the internship) and multi
ported two studies examining the role of customer treatment toward employees in explaining emotional labor’s impact on emotional exha
ed to the presence of higher-status attendees in these meetings. Additionally, increased variability in surface acting across workplace meeti
ntral position one occupies in the whole friendship network within an organization, the more likely that person is to do deep acting throug
al who tend to identify their actions in terms that are more abstract) are less likely to surface act and more likely to deep act as compared t
across multiple hotels demonstrate empirical support for our predictions. The findings are discussed in terms of their implications for our u
atisfaction, leading to stronger long-term customer relationships. In addition, employee surface acting negatively predicts customer satisfa
that promotion focus positively affects frontline employee creativity through increasing deep acting and decrease surface acting, while prev
on their utility. It is proposed that the ability of a service provider to regulate, perceive and manage emotions in themselves and service eci
nd self authenticity, were tested as well. The results; (1) One need to pay significant effort and feel difficult to perform surface nd deep-acti
guises a complicated process of negotiation between different ideologies. The difference between two groups of counselors indicates that
a multidimensional construct, consisting of frequency of emotional display; intensity of emotional display; duration of emotional display; re
e emotional labor that nurses perform. I will use Hochschild theory of emotional labor to explain the data. The data that I obtained demon
he participant's mood and personality. On the other hand, it was hypothesized that humor will not affect the participants positively when b
e performed only on the case group and not the control group. RESULTS: While the mean values of job satisfaction, job insecurity, and the
areer and human resource management research concerning emotional intelligence are discussed.
with unfair customers experienced negative counterfactual thinking, anger, and subsequently engaged in higher emotional labor compared
oping strategies that emphasize professional demeanor, the display of skillful technical judgment, and the creation of an image of personal
d of service workers to adhere to organizationally sanctioned emotional display rules.
d not moderate the relationship between the emotional labor strategies and personal outcomes. Results demonstrated how the emotional
anaging factor in administration of call center worker.
n is an important managing factor in administration of call center tole-communicators.
nal labor was composed of two factors; emotional labor toward the customer and emotional labor toward the organization. Second, Salesp
tructure and culture combine to differentially affect nurses' experience of emotion and their performance of both surface and deep acting
ob satisfaction and burnout.
hat facial feedback could have a role in the relation. So far, both models are coherent with the data. The analysis of the procedures reveale
ificant even when the participants themselves had been treated fairly.
regulation of emotion. Furthermore, mediation analyses revealed that EI was a mediator between positive affectivity and deep acting. We
oward clarification of a concept by Cary Cherniss (see record 2010-13370-002). Cherniss (2010) described three issues that need to be add
volunteers could enhance understanding of how volunteers manage their emotions on duty and suggestions for the further studies.
ective domain, which in turn relates to work–family conflict and work–family enrichment. In turn, consistent with previous research work–
as high. In addition, positive association between deep acting and job satisfaction was further reinforced among participants with high PsyC
ce level they demonstrated. A survey has been made among 72 nurses work in Celal Bayar University Hospital. The results are quite remark
on emotional labor.
e relationship between deep acting and emotional exhaustion. The implications of the findings for the training of Malaysian hotel workers
untered types were the "externally attributive" and "critical" ones. Nevertheless, circulation librarians were found high emotional labor wo
zenship behavior, and then compare the different results.From the research results, it can be seen that personality traits may promote the
e relationship between deep acting and emotional exhaustion. The implications of the findings for the training of Malaysian hotel workers
to SEM analyses. The results show that, Emotional Labor presents significantly direct effects on Organizational Performance; Organizationa
creativity; these relationships were stronger when team creative efficacy was high. This yielded moderated mediation effects where team
d the hierarchical linear modeling analyses was performed to test the hypotheses. The results showed that server extraversion can modera
atings of family quality. Implications for theory, research, and management practice were discussed.
end of the internship) and multiple sources (self and supervisor ratings). We found that interns' deep acting was positively related to servic
abor’s impact on emotional exhaustion. Study I relied on a two-wave lagged design to collect longitudinal data from 751 service employees
ce acting across workplace meetings was positively related to reported levels of post-meeting emotional exhaustion above and beyond the
rson is to do deep acting through the mediating effects of state-positive affect and positive self-perception. In line with social capital discus
likely to deep act as compared to “low-level agents” (i.e., individuals with a lower mental construal who tend to identify their actions in te
ms of their implications for our understanding of emotional labor and outcomes, as they are experienced over time.
atively predicts customer satisfaction, which in turn harms customer relationships. Moreover, employees¡¦ service sweethearting behavior
crease surface acting, while prevention focus negatively affects frontline employee creativity through increasing surface acting. Our study c
ns in themselves and service ecipients will reduce negative psychological consequences of performing emotional labor and enable then to
t to perform surface nd deep-action in emotional labors, and deep-action would engage more attention; (2) Both surface-action and deep-
ups of counselors indicates that both scientific and intersubjective knowledge represent modes of emotional control. The authors claim, th
duration of emotional display; required variety of expressed emotions; emotional dissonance, and; demands for the expression of positive
The data that I obtained demonstrated that nurses perform emotional work when communicating with parents. More research is needed
he participants positively when being humorous was inconsistent with his or her mood or personality. In fact it was hypothesized that those
tisfaction, job insecurity, and the level of depressive symptoms of the employees who were working in the area of emotional labor were hig
gher emotional labor compared with participants who were treated fairly. Additionally, participants who had witnessed unfair treatment e
creation of an image of personal concern for the patient's illness and well-being. While these behaviors may or may not be authentic, the p
emonstrated how the emotional labor process can influence employee well-being.
he organization. Second, Salesperson's emotional labor had negative significant influence on customer-oriented selling behavior. Specifical
of both surface and deep acting. Consistent with Hochschild's original statement that the emotion-management perspective be used as a
alysis of the procedures revealed that data were collected only people were supposed to express positive emotions. The models were test
e affectivity and deep acting. We discussed limitations as well as practical and research implications of findings.
three issues that need to be addressed en route to considering emotional intelligence (EI) a useful construct for personnel psychology: (a) e
ons for the further studies.
nt with previous research work–family conflict relates to domain-specific satisfaction (job, life) and health outcomes (burnout, depression).
mong participants with high PsyCap but not among participants with low PsyCap. Finally, the relationships of PsyCap with depersonalization
ital. The results are quite remarkable and significant relations were found between all variables used in the model. In addition, positive and
ning of Malaysian hotel workers in terms of effective emotion management are also discussed in this paper.
e found high emotional labor workers who mostly performed emotional labor along the dimensions of "dealing with others' negative emoti
rsonality traits may promote the consistent manifestation of organizational citizenship behavior. Also, emotional labor has significant influe
ning of Malaysian hotel workers in terms of effective emotion management are also discussed in this paper.
onal Performance; Organizational Commitment appears remarkably direct effects on Emotional Labor; and Organizational Commitment rev
d mediation effects where team creative efficacy moderated the mediated effects of surface and deep acting on creativity through psycholo
server extraversion can moderate the relationship between EL and customer-rated affective delivery, whereas conscientiousness can buffe
g was positively related to service performance. Additionally, we found that intern training and mentoring programs act as moderators on
data from 751 service employees and Study II relied on a daily diary design to collect multilevel data from 149 service employees. Results sh
xhaustion above and beyond the effect of within-meeting emotional labor.
. In line with social capital discussions, these findings suggest that friendship networks within organizations serve as critical resource for bo
end to identify their actions in terms that are more concrete), thus leading to more beneficial well-being outcomes. Additionally, we propos
service sweethearting behaviors can enhance the indirect effects of deep acting on building long-term customer relationships and mitigat
easing surface acting. Our study contributes to the creativity, emotional labor and regulatory focus literatures by introducing a new mechan
otional labor and enable then to provide the 'expected' emotional experience in the service encounter.
) Both surface-action and deep-action resulted in decreased sadness, but deep-action activated stronger physiological response (e. g. less
nal control. The authors claim, thus, that emotional labor in professional service organizations is the product of contested professional disco
ds for the expression of positive emotions and/or suppression of negative emodons (i.e., "efference demands"). The participants were 151
rents. More research is needed to further explore the topic.
ct it was hypothesized that those who perceive being humorous as emotional labor will have higher stress, and lower task satisfaction. In a
area of emotional labor were higher than the others, the mean values of job demand, and job control in the same group were lower than t
ad witnessed unfair treatment extended to their coworkers by the customers also felt emotionally challenged and thus engaged in high lev
ay or may not be authentic, the patient's perception of the behavior is genuine. Caregivers who perform procedures directly on patients, su
ented selling behavior. Specifically, the emotional labor toward the organization negatively influenced on customer-oriented selling behavio
ement perspective be used as a lens through which to examine social structure, as well as self and interaction, the results provide new insig
emotions. The models were tested using an experiment in which half of the participants were asked to express positive emotions and the o
ct for personnel psychology: (a) empirical evidence that EI predicts job performance, (b) distinguishing between models of EI and models of
outcomes (burnout, depression). Partial support was found for the proposed moderating effect of emotional intelligence.
of PsyCap with depersonalization as well as job satisfaction were more salient among employees who reported infrequent use of expressio
e model. In addition, positive and significant relationship has been found between "deep behavior" which is one of the dimensions of "emo
aling with others' negative emotions" and "expressing one's positive emotions". Besides, circulation librarians "scarcely" or "occasionally" f
tional labor has significant influence on organizational citizenship behavior.
Organizational Commitment reveals notably direct effects on Organizational Performance.

ng on creativity through psychological detachment and attachment respectively. These findings shed new light on the role of emotional lab
reas conscientiousness can buffer the relationship between surface acting and customer-rated service sabotage. In addition, the aforemen
programs act as moderators on the intern emotional labor and service performance relationship. Theoretical and practical implications we
49 service employees. Results showed that employees engaging more surface acting were more likely to be mistreated by customers whic
s serve as critical resource for both emotional laborers and organizations.
utcomes. Additionally, we proposed a two-stage moderating role of perceived job control such that control moderates both the relation fro
stomer relationships and mitigate the indirect effects of surface acting on harming long-term customer relationships. Finally, when custome
es by introducing a new mechanism through which individual¡¯s motivation orientations affect creativity, identifying regulatory focus as a m
hysiological response (e. g. less increased in R-R interval). (3) surface-action resulted in poorer performance in mathematics and lower self
ct of contested professional discourse.
nds"). The participants were 151 employees and their supervisors in 2 divisions of a large private hospital in the Midwestern United States.
and lower task satisfaction. In addition, it was hypothesized that personality will be related to performance. Most hypotheses were not su
e same group were lower than those who were not performing emotional labor. Overall, it was found that performing emotional labor and
ged and thus engaged in high levels of emotional labor. These effects were significant even when the participants themselves had been trea
ocedures directly on patients, such as phlebotomists, must be able to find the right balance of scripted, authentic, and projected behaviors
ustomer-oriented selling behavior, but the emotional labor toward the customer positively influenced on customer-oriented selling behavio
on, the results provide new insights into the gendered and racialized performance of emotional labor and the multidimensional context th
ress positive emotions and the other half negative emotions. Comparing these two conditions and measuring deep acting and surface acti
ween models of EI and models of emotional and social competence (ESC), and (c) some unresolved EI measurement problems. A recentme
al intelligence.
rted infrequent use of expression of naturally felt emotion. Limitations and implications of the study were discussed.
s one of the dimensions of "emotional labor" and factors those form dimensions of "emotional intelligence" We can conclude that this pos
ans "scarcely" or "occasionally" felt emotionally exhausted. In general, a positive correlation was found between librarians' frequency of en
ght on the role of emotional labor and work team context in shaping employee creativity.
otage. In addition, the aforementioned interactive effects can be explained by customer positive and negative moods, respectively. Theoreti
cal and practical implications were also discussed.

e mistreated by customers which in turn increased their experienced emotional exhaustion, and employees engaging more deep acting we
moderates both the relation from mental construal to surface acting and the relation from surface acting to well-being. Results from two s
ationships. Finally, when customer orientation behaviors and service sweethearting behaviors are both high, the effects of surface acting on
dentifying regulatory focus as a motivational antecedent of emotional labor strategies, and extending the application field of regulatory foc
e in mathematics and lower self authenticity. Conclusion: If it is needed to keep smiling under sad experience, deep-action is a positive one
n the Midwestern United States. Employee participants completed questionnaires comprising several scales used to measure all the variabl
e. Most hypotheses were not supported by the results. However, direct relationships were discovered. There were direct relationships betw
performing emotional labor and having high levels of job insecurity were related to increased depressive symptoms, and conversely, job sa
ipants themselves had been treated fairly. These findings are consistent with the deontic approach to justice (Folger, 1998, 2001; Cropanza
thentic, and projected behaviors to satisfy patient expectations and maintain their own level of job satisfaction. The inability of the phlebot
ustomer-oriented selling behavior. Third, Salesperson's emotional labor positively influenced on burnout. Specifically, emotional labor towa
the multidimensional context that shapes emotional experience.
ing deep acting and surface acting we found evidence supporting the authenticity model rather than the facial feedback model.
surement problems. A recentmeta-analysis ( Joseph & Newman, 2010) illuminates the first of these topics while considering the second and
discussed.
e" We can conclude that this positive and significant relation affects employee's job performance in a positive way.
ween librarians' frequency of encountering difficult patrons and degree of emotional exhaustion, while a negative correlation was found b
tive moods, respectively. Theoretical and practice implications are also discussed.
es engaging more deep acting were more likely to be positively treated by customers which in turn reduced felt emotional drain. Implication
o well-being. Results from two studies conducted in Singapore and the U.S. on employees across industries indicate that mental construal
h, the effects of surface acting on customer satisfaction becomes positive, which leading to stronger customer relationships. Theoretical an
pplication field of regulatory focus theory to the frontline service context.
nce, deep-action is a positive one.

s used to measure all the variables of interest. The supervisor participants completed questionnaires that rated the level of OCB exhibited b
re were direct relationships between extraversion and task satisfaction and extraversion and stress. There were also direct relationships be
ymptoms, and conversely, job satisfaction played a role in reducing depressive symptoms. Similarly, in the sub-sample of the emotional lab
ce (Folger, 1998, 2001; Cropanzano, Goldman, & Folger, 2003) that suggests that individuals' concern for justice stems in part from non-ins
tion. The inability of the phlebotomist to handle high levels of emotional dissonance may lead to burnout, job dissatisfaction, and increase
pecifically, emotional labor toward organization significantly influenced on burnout, but emotional labor toward customer did not influenc
acial feedback model.
while considering the second and therefore provides empirical tests for many of Cherniss’s conceptual ideas. Regarding the third issue, we
negative correlation was found between librarians' emotional labor and degree of emotional exhaustion.
felt emotional drain. Implications and limitations were discussed.

s indicate that mental construal indirectly improves well-being through the decreased use of surface acting. Additionally, the negative effec
mer relationships. Theoretical and practical implications are discussed.

ated the level of OCB exhibited by their subordinates. Among the major findings in the study, the data suggest that emotional dissonance a
were also direct relationships between sense of humor and task satisfaction and sense of humor and task stress. Furthermore, there was a
sub-sample of the emotional labor group, high levels of job insecurity, and performing high degrees of emotional labor, and low job satisfac
stice stems in part from non-instrumental motives. Such evidence for coworker directed justice effects on EL also suggests that the relation
job dissatisfaction, and increased personnel turnover.
oward customer did not influenced on burnout. Fourth, Salesperson's self-efficacy positively influenced on customer-oriented selling behav
s. Regarding the third issue, we also point to recent developments in EI measurement based on situational judgment testing (SJT; MacCann
. Additionally, the negative effect of mental construal on surface acting was stronger when perceived job control was high. The results wer
gest that emotional dissonance and efference demands had the strongest effects on the outcome variables. In addition, organizational com
stress. Furthermore, there was a direct negative relationship between positive mood and task stress. In the humor condition sense of humo
otional labor, and low job satisfaction were associated with depressive symptoms. CONCLUSIONS: These results suggest that performing em
EL also suggests that the relationship between justice and emotional labor may be more complex than was once thought (Rupp & Spencer,
customer-oriented selling behavior. Fifth. Salesperson's self-efficacy negatively influenced on burnout. Finally, Salesperson's burnout negati
judgment testing (SJT; MacCann & Roberts, 2008; Orchard et al., 2009). In this commentary, we focus particularly on two key concepts we
ontrol was high. The results were relatively more mixed regarding the moderating role of job control on well-being and the relation betwee
. In addition, organizational commitment strongly ameliorated the negative effects of emotional labor on job satisfaction. Of lesser significa
humor condition sense of humor scores were related to humorous performance. Two of hypotheses were supported by the results. There
sults suggest that performing emotional labor is related to an increase in depressive symptoms. In other words, involuntary emotional expr
s once thought (Rupp & Spencer, in press).
ally, Salesperson's burnout negatively influenced on comer-oriented selling behavior. The direct effect of salesperson's self-efficacy on custo
ticularly on two key concepts we believe are necessary to understand the relationship between EI and job performance: emotion regulation
ell-being and the relation between mental construal and deep acting. This study contributes to our limited understanding of the conditions
ob satisfaction. Of lesser significance were data indicating a tendency for (employee-rated) OCB to be increased when employees were req
supported by the results. There was a significant positive correlation between one's believe that they were allowed to be oneself and task
ords, involuntary emotional expression and low job satisfaction in the workplace may influence the level of depressive symptoms in worker
lesperson's self-efficacy on customer-oriented selling behavior was large than the indirect effect of salesperson's self-efficacy mediate burn
performance: emotion regulation and emotional labor. First, we emphasize the value of distinguishing between the different facets of EI (i.e
understanding of the conditions under which employees are motivated to surface or deep act as well as the conditions under which surfac
ased when employees were required to express predominantly positive emotions.
e allowed to be oneself and task satisfaction. There was also a significant negative relationship between how much stress subjects reported
depressive symptoms in workers. It is, therefore, imperative that further research be undertaken, which considers the importance of emo
rson's self-efficacy mediate burnout. But the indirect effect of salesperson's emotional labor mediate burnout was large than the direct eff
ween the different facets of EI (i.e., emotion perception, emotion facilitation, emotion understanding, and emotion regulation, as in Mayer,
e conditions under which surface acting affects well-being.
ow much stress subjects reported feeling and how much they believed they were allowed to be themselves. These findings have several pra
onsiders the importance of emotional labor, and its adverse effect on the mental health of service workers.
out was large than the direct effect of salesperson's emotional labor on customer- oriented selling behavior.
emotion regulation, as in Mayer, Salovey, & Caruso’s [2000], four-branch EI model). Doing so reveals the critical importance of the emotion
. These findings have several practical implications. First, they can help managers understand the impact of putting humor rules in place. S
tical importance of the emotion regulation facet as a mediator of other EI facet effects on job performance. Second, we demonstrate the v
f putting humor rules in place. Second, they add support to the theory of personality job fit. Third, they provide validity related evidence fo
. Second, we demonstrate the vital role of context in the EI–job performance relationship, illustrated by stronger EI criterion validity finding
ovide validity related evidence for the SHRQ. Finally, they support the findings that having a sense of humor can serve as a buffer against st
onger EI criterion validity findings for high emotional labor jobs.

r can serve as a buffer against stressful experience.

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Title Author Year

healthcare system. The importance

hips. One hundred

und that customer

st, research and administration

urposively chosen for

ican resort workers.

h vertical and horizontal, is associated with deep acting.

being, and job

ale (Brotheridge andpairs

pe and intensity of emotional labor required of the sexes may differ

may have salutary physiological consequences

ations are discussed.

ust be committed to display rules for these rules to affect behavior.

ver and client satisfaction

dership fosters growth and development of followers.

l labor performed by employees.

tional conflict as an emotional scenario.

create a more positive work climate and better customer service.

me. This studyaffecting

plications for those reporters who engage in it.

ve emotions while display rules govern appropriate

formed mid-level emotional labor in general.

n, “optimism” exerted a mediating

e reviewed and discussed in the entry.

or individuals' psychological well-being.

overshadowed by the discourse of authenticity that surrounds outdoor adventure.

che practice are discussed.

n surface acting and job satisfaction.

s themselves had been treated fairly.

ncivility and outcomes. Data from 120

mplications are discussed.

e importance of how display expectations are framed for employees.

ons for theory, research, and management practice were discussed.

to look for positive aspects of the results of emotional labor.

or as they navigate everyday life, including interactions with policing agents.

veloped to enhance the resilience of nurses.

researchers and industry managers.

sitions for future research and practical recommendations.

orm for the benefit of attorneys.

provide the 'expected' emotional experience in the service encounter.

xpansion of job-related emotional labor to include other- as well as self-focused aspects.

providers and their patients.

discussed limitations as well as practical and research implications of findings.

2002; Seymour and Sandiford, 2005; Colley, 2006).

or an individual's ability to understand another's personal identity.

develop nursing education programs.

departments (p<.05), and the positive correlation between selfefficacy

into alternative evaluations of EL.

omers and present the best performance they can.

action. These findings have multiple theoretical and practical implications.

y in face-to-face communication with tourists.

iate negative outcomes primarily at the higher levels of emotional labor.

es to deploy emotional regulation strategies when faced with unfair customers.

e experience of emotional labor was related to several work attitudes.

eals notably direct effects on Organizational Performance.

s for future research.

ve little attention in the literature.

effects of surface acting.

th emotional laborers and organizations.

higher CO for frontline positions because CO signals a better job-person fit.

eory and management practice are discussed.

he theoretical and practical implications are further discussed.

and perform deep acting in response to these situational demands.