Abstract
This paper discusses the trend of the emotional labor research object from the external customers to the internal customers of the organization, and separately reviews the study of subordinates’ emotional labor on supervisors and the study of supervisors’ emotional labor on subordinates. Finally, the paper identifies several future research directions, including the measurement of emotional labor between supervisors and subordinates, the research of the relationship between positive leadership behavior and subordinates’ emotional labor, and the integrated research between supervisors’ and subordinates’ emotional labor.
Highlights
Emotional labor refers to the employees who express and adjust their emotions according to the way expected by the organization in their interpersonal interaction of the work
There are various scholars who proposed the classification of many emotional labor strategies from different angles, later scholars mainly focus on this two path divisions in empirical research
Scholar Wu (2008) thinks that there are three main reasons for this phenomenon: Firstly, as stated above, Hochschild put forward the concept of emotional labor according to the service research of first-line flight attendant, of which there are many discussions of emotional expression and regulation about the works of flight attendant service; Secondly, because of the frequent contact between first-line service personnel and customers, emotional labor is relatively important to the requirement of the mood
Summary
Emotional labor refers to the employees who express and adjust their emotions according to the way expected by the organization in their interpersonal interaction of the work. The concept officially being put forward by Hochschild in 1983, have been largely researched by later scholars, which has accumulated fruitful results, including from the initial qualitative research to empirical research later on, from the psychological level of personal emotion research to organizational behavior study of workplace emotional labor research. Humphrey think supervisors need the emotional labor on subordinates They proposed concept “leadership through the emotional labor on subordinates between the upper and lower levels”, which has opened up a new research direction of emotional labor in the future [2]. This paper holds that, whether from Hochschild’s definition of emotional labor, or from the other scholars’ arguments, the concept of emotional labor applies to organizations in the process of interaction between supervisors and subordinates, and the study should be conducted within and outside the organization. There are various scholars who proposed the classification of many emotional labor strategies from different angles, later scholars mainly focus on this two path divisions in empirical research
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