Emotional Labor in Knowledge-Based Service Relationships: The Roles of Self-Monitoring and Display Rule Perceptions.

Shenghua Huang,Lifang Tang,Hongbiao Yin

doi:10.3389/fpsyg.2019.00801

Shenghua Huang, Lifang Tang + Show 1 more

Open Access

https://doi.org/10.3389/fpsyg.2019.00801

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Abstract

Focusing on knowledge-based service relationships, this study examined knowledge-based service workers’ (i.e., school teachers) emotional labor process and the consequential outcomes for their well-being. The study also examined the roles of two antecedents, namely, teachers’ perceptions of display rules and self-monitoring tendencies. A sample of 1,656 school teachers participated in the study. The results showed that self-monitoring generally had stronger, though maladaptive, effects than display rule perceptions on individuals’ use of emotional labor strategies (ELS) (i.e., surface acting and deep acting) and well-being (i.e., anxiety, depression, contentment, and enthusiasm). Both self-monitoring and display rule perceptions were positively related to two ELS. There were relatively stronger relationships between self-monitoring and surface acting, and between display rule perceptions and deep acting. Surface acting was positively related to anxiety and depression and negatively related to contentment and enthusiasm. Deep acting was positively related to anxiety, contentment, and enthusiasm. The examination of indirect effects showed that self-monitoring was positively related to anxiety and depression and negatively related to enthusiasm and contentment. Display rule perceptions were weakly, but positively, related to anxiety and depression. These results suggest that self-monitoring may be less beneficial than previously thought. Knowledge-based service workers’ display rule perceptions and deep acting may not necessarily be harmful to their well-being, but reflect their role identification and commitment. Theoretical contributions and practical suggestions of this study were discussed.

Highlights

Employees’ emotional labor has emerged as an essential way to cultivate customer satisfaction and loyalty and to forge and maintain sound customer relationships (Totterdell and Holman, 2003; Côté, 2005; Grandey et al, 2005; Hülsheger et al, 2015)
The results indicate an acceptable model fit of the hypothesized model: χ2 = 3079.59, df = 508, p = 0.00, root mean square error of approximation (RMSEA) = 0.055, SRMR = 0.063, comparative fit index (CFI) = 0.91, Tucker-Lewis Index (TLI) = 0.90
Deep acting was positively associated with anxiety (β = 0.11, p < 0.01), contentment (β = 0.10, p < 0.01), and enthusiasm (β = 0.10, p < 0.01), no significant relationship was found between deep acting and depression (β = 0.06, n.s.)

Summary

Introduction

Employees’ emotional labor has emerged as an essential way to cultivate customer satisfaction and loyalty and to forge and maintain sound customer relationships (Totterdell and Holman, 2003; Côté, 2005; Grandey et al, 2005; Hülsheger et al, 2015). A large number of studies have investigated the effects of the emotional labor process on employees’ mental health and well-being (Holman et al, 2008). These studies generally revealed some negative effects of emotional labor on service employees. Emotional labor process depletes limited mental resources and leads to employees’ emotional exhaustion and reduced job satisfaction (Grandey, 2000; Hülsheger and Schewe, 2011; Humphrey et al, 2015). Positive emotional expressions achieved through faking and hiding result in employees’ sense of inauthenticity (Grandey, 2000; Humphrey et al, 2015)

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