Display Rules Research Articles

뇌졸중환자 간병인의 감정노동이 소진에 미치는 영향

Purpose: The purpose of this study was to explore the impact of emotional labor on burnout in stroke patients' caregivers. Methods: Data were collected from 141 paid caregivers working at 3 hospital across Gyeonggi province from January to April 2014. Results: The caregivers' level of emotional labor showed 2.9/5.0 points and burnout, 2.5/5.0. A significant correlation was found among attentiveness to required display rules (p=.007), emotional dissonance (p=.001) and burnout. In a multiple regression, age (β=.279, p=.001) and emotional dissonance (β=.193, p=.046) were associated with burnout in caregivers. These factors attributed to 16.9% of variance in the burnout of caregivers. Conclusion: These results suggest that burnout in stroke patients' caregivers can be influenced by emotional dissonance as well as physical condition such as age. Accordingly, it is necessary to be develop support program to deal with mental labor to improve their mental health and lighten their workload for caregivers.

Revisiting the debate on the relationship between display rules and performance: considering the explicitness of display rules.

We argue that the strength with which the organization communicates expectations regarding the appropriate emotional expression toward customers (i.e., explicitness of display rules) has an inverted U-shaped relationship with service delivery behaviors, customer satisfaction, and sales performance. Further, we argue that service organizations need a particular blend of explicitness of display rules and role discretion for the purpose of optimizing sales performance. As hypothesized, findings from 2 samples of salespeople suggest that either high or low explicitness of display rules impedes service delivery behaviors and sales performance, which peaks at moderate explicitness of display rules and high role discretion. The findings also suggest that the explicitness of display rules has a positive relationship with customer satisfaction.

A Literature Review on Teachers’ Emotional Labor

In view of the teachers’ professional characteristics, teachers are rated as high emotional workers. By reviewing the literatures of Chinese and foreign teachers’ emotional labor research, this paper sums up four aspects about teachers’ emotional labor: the definition of the concept of emotional labor, teacher’s emotional display rules, teachers’ emotional labor strategies and the antecedents and the consequences of teachers’ emotional labor and also discusses the shortage of contemporary studies about teachers’ emotional labor tentatively.

Separated from the Self: A Conceptual Model of the Emotional Labor-Dishonesty Relationship

This paper proposes a conceptual model explaining the differential effects of integrative and differentiating emotional display rules on emotional labor, felt authenticity, acts of dishonesty, and ...

Emotion display rules for anger and pride depend on hierarchy of authority and position power

This research integrates basic research on emotion and power with research on emotion display rules in providing a theoretical rationale for the influence of hierarchy of authority and position pow...

Emotional Labor in Korean Local Government: Testing the Consequences of Situational Factors and Emotional Dissonance

ABSTRACTThe study of emotional labor in public administration has a strong foundation. Emotional labor scales have been operationalized that measure emotion work, personal efficacy, type of acting, and positive/negative display rules. Less is known about how public employees are affected by the frequency, attentiveness, and variety of emotional display, and by emotional dissonance. A survey of local government employees in South Korea is used to analyze the consequences of these factors for job stress, burnout, and job satisfaction. These factors are found to affect the dependent variables in different ways.

Who can enjoy the unavoidable emotional labor

The purpose of this study was to examine the positive effect of self-monitoring among emotional display rules (fostering positive emotion(FPE) & suppressing negative emotion(SNE)) and consequential work attitude (job burnout & work engagement). A sample of 191 hotel employees were participated in this study and data were analyzed by SPSS. The results are as follows. First, the main effect of FPE on work engagement was supported, but the main effect of SNE on job burnout was not. Second, the main effects of self-monitoring on engagement and burnout were supported. Third, the moderation effects of self-monitoring which buffer the relationship of SNE on burnout and which facilitate the relationship FPE on engagement were significant. Finally, the implications and limitations were discussed.

Who Can Enjoy the Unavoidable Emotional Labor: A moderation of self-monitoring

The purpose of this study was to examine the positive effect of self-monitoring among emotional display rules (fostering positive emotion(FPE) & suppressing negative emotion(SNE)) and consequential work attitude (job burnout & work engagement). A sample of 191 hotel employees were participated in this study and data were analyzed by SPSS. The results are as follows. First, the main effect of FPE on work engagement was supported, but the main effect of SNE on job burnout was not. Second, the main effects of self-monitoring on engagement and burnout were supported. Third, the moderation effects of self-monitoring which buffer the relationship of SNE on burnout and which facilitate the relationship FPE on engagement were significant. Finally, the implications and limitations were discussed.

The Emotional Expressions of Chinese People in Batam Island

Chinese people have long been a subject in the social history in Indonesia and their emotional expressions in front of the public especially have been affected by history. The previous empirical research findings in the Batam Island showed that Chinese people had unique emotional expression and this uniqueness may inflict interpersonal conflict with people of other ethnicities. This research was held to describe the emotional expression of the Chinese in the Batam Island. Their expressions compared with those of non Chinese. The adapted Display Rules Assessment Inventory (Matsumoto & Yoo, 2007) were distributed to the research participants (men and women in the Batam Island, totally 195 Chinese and 132 non Chinese). The analysis data result were presented in percentage and it showed that there were several similarities and differences between these two ethnic groups on (1) the display rules of seven basic emotions and (2) the display rules of emotion toward targeted persons, both in public and in private places. Based on the socioculutral paradigm, this finding will help solve any interpersonal – related problems faced by the Chinese with people of other ethnicities in the Batam Island.

Good acting requires a good cast: A meso-level model of deep acting in work teams

Summary This study proposes and tests a meso-level model of deep acting in work teams that draws on emotional contagion theory to explain how shared means of complying with display rules can arise in work teams. We argue that the presence of influential deep actors can lead to greater convergence (lower dispersion) on individual deep acting in the team. That is, team members behave more similarly. When a team has greater convergence, deep acting by individual members should be related to lower emotional exhaustion and higher job satisfaction and in-role performance. In a sample of mature work teams, these hypotheses received general support. Our findings suggested that team-level deep acting effects can foster benefits for team members (lower emotional exhaustion and higher satisfaction) and organizations (higher job performance). Copyright © 2014 John Wiley & Sons, Ltd.

철도여행인솔자의 감정노동이 감정부조화와 직무만족에 미치는 영향 - 감정부조화의 매개효과와 감정표현규범몰입의 조절효과 -

Based on 288 railroad tour conductors who were never been studied as research objective with the need of broadening to other industries, this study categorizes the emotional labor into deep-acting and surface-acting and analyzes what effects those have on emotional dissonance and job satisfaction respectively. It also analyzes the mediating effect of emotional dissonance between emotional labor and job satisfaction, and the moderating effect of immersion in emotional display rules between emotional labor and emotional dissonance. The followings are the summarized results of analysis. First, railroad tour conductors’ deep-acting negatively influences on the emotional dissonance, but their surface-acting positively influences on the emotional dissonance. Second, in terms of job satisfaction, deep-acting has a positive impact on it whereas surface-acting has a negative impact. Third, emotional dissonance influences negatively on job satisfaction. Fourth, as to the mediating effect of emotional dissonance, deep-acting and surface-acting both have a partial mediating effect on emotional dissonance as well as a positive influence on job satisfaction. Lastly, after the moderating effect of immersion in emotional display rules having been studied, immersion in emotional display rules does not appear to have a positive moderating effect on emotional dissonance of deep-acting but it does have an effect on dissonance of surface-acting With the results mentioned above, this study suggests the theoretical & practical implication as well as the direction of further research.

간호사의 건강증진행위에 영향을 주는 요인: 자기효능, 감정노동을 중심으로

Purpose: This study examined self-efficacy, emotional labor, and health promoting behaviors. It also investigated factors affecting health promoting behaviors of nurses working for tertiary and general hospital. Methods: Between June and July 2013, a convenience sample of 233 subjects was collected from 2 tertiary hospitals and 4 general hospitals. The data analysis was done with ANOVA, t-test and stepwise multiple regression. Results: Emotional labor of the subjects was slightly lower than that of other nurses and the average level of health promoting behaviors was lower than the median. Health promoting behaviors were differentiated by education, hospital type, and monthly income. Self-efficacy showed positive correlation with HPLP-II, but emotional labor showed negative correlation with self-efficacy and HPLP-II. The most significant factor affecting health promoting behaviors was self regulation(16.3%). The combination of self regulation, attentiveness to required display rules, BSN, preference to task difficulty, and monthly income(<TEX>${\geq}300$</TEX>) accounted for 25.4% of health promoting behavior. Attentiveness to required display rules was a negative factor of HPLP-II. Conclusion: When developing health promotion programs for nurses, self-efficacy should be considered and further research is needed to identify mediating variables between emotional labor and health promoting behaviors.

Display rules for kindness: Outcomes of suppressing benevolent emotions

Research categorizing emotions according to the intrapersonal pleasure they elicit (e.g., happiness) suggests that suppression of positive emotions is inconsequential. The present research explores the hypothesis that, due to deeply held social norms, suppression of positive interpersonal emotions (e.g., compassion), as part of job requirements, may be undesirable. The first study presented service-related interactions that stimulated interpersonal emotions toward customers, and a request for a written response congruent with display rules of emotional suppression. The results indicated that suppressing benevolent emotions causes more discomfort than suppression of malevolent or neutral emotions. Responses also indicated less inclination to suppress benevolent emotions compared to malevolent or neutral emotions. Study 2, a field study, was of service employee–customer dyads. The results showed that withholding benevolent emotions is negatively related to customer satisfaction through the mediation of employee sense of inauthenticity, and that withholding malevolent emotions is directly and positively related to customer satisfaction.

Recognising emotional expressions of complaining customers

Purpose– This study aims to test service providers’ ability to recognise non-verbal emotions in complaining customers of same and different cultures.Design/methodology/approach– In a laboratory study, using a between-subjects experimental design (n= 153), we tested the accuracy of service providers’ perceptions of the emotional expressions of anger, fear, shame and happiness of customers from varying cultural backgrounds. After viewing video vignettes of customers complaining (with the audio removed), participants (in the role of service providers) assessed the emotional state of the customers portrayed in the video.Findings– Service providers in culturally mismatched dyads were prone to misreading anger, happiness and shame expressed by dissatisfied customers. Happiness was misread in the displayed emotions of both dyads. Anger was recognisable in the Anglo customers but not Confucian Asian, while Anglo service providers misread both shame and happiness in Confucian Asian customers.Research limitations/implications– The study was conducted in the laboratory and was based solely on participant’s perceptions of actors’ non-verbal facial expressions in a single encounter.Practical implications– Given the level of ethnic differences in developed nations, a culturally sensitive workplace is needed to foster effective functioning of service employee teams. Ability to understand cultural display rules and to recognise and interpret emotions is an important skill for people working in direct contact with customers.Originality/value– This research addresses the lack of empirical evidence for the recognition of customer emotions by service providers and the impact of cross-cultural differences.

In the eye of the beholder: emotional labor in academia varies with tenure and gender

Expanding from the customer-service perspective, the present research investigated emotional labor, defined as “service with authority,” in an academic context. Drawing from previous research on display rules and power, tenure and gender were hypothesized to influence the extent to which college faculty labored to provide “service with authority” when interacting with entitled students. Survey results revealed that faculty low in power (untenured faculty) exhibited higher levels of emotional labor when interacting with students, as compared with colleagues high in power (tenured faculty). Additionally, tenure had a mitigating effect on emotional labor amongst male faculty, but heightened stress amongst female faculty. Together, the data suggest that, compared to customer-service settings, emotional performance requirements in academia are both different and dynamic.

The importance of emotional display rules for employee well-being: A multi-group comparison

‘Serving with a smile’ has generally been associated with negative effects for employee well-being. The present study investigated whether emotional display rules also relate to positive outcomes by distinguishing demands to suppress negative emotional response (negative display rules) from demands to express positive emotions (positive display rules). In line with the job demands-resources model, outcomes involved emotional exhaustion and work engagement. Participants were employees in three occupational groups in the human service profession: sales (N = 480), healthcare (N = 399), and education (N = 220). The outcomes of a multi-group analysis in LISREL revealed for all three occupational groups that negative display rules were related to emotional exhaustion while positive display rules were associated with work engagement. Together, these findings suggest that ‘serving with a smile’ can enhance employee well-being, when the emphasis is on showing positive affects instead of suppressing negative affects.

Are emotional labour strategies by nurses associated with psychological costs? A cross-sectional survey

BackgroundEmotional labour is an integral part of the role of nurses with surface and deep acting as the core emotional labour strategies. Surface acting involves the regulation of emotional expression with the aim of bringing it in line with organizational display rules, whereas deep acting aims at modifying the situation or perception of situations in order to change felt emotions, accordingly. ObjectivesSince surface acting is thought to consume more cognitive control resources than deep acting, the study examines whether nurses’ cognitive control deficits as a stable personal vulnerability factor exert stronger adverse interactive influences with surface acting on job strain than with deep acting. DesignA cross-sectional questionnaire survey was conducted in combination with absence data referring to a time period of 12 months after administration of the questionnaires. SettingA hospital and three nursing homes for the elderly located in a federal state in Germany. ParticipantsQuestionnaires were distributed to the whole nursing staff of which 195 nurses filled in the questionnaire and permitted collecting their absence data (73% participation rate). MethodsIn addition to descriptive statistics and bivariate correlations, confirmatory factor analyses and hierarchical moderated regression analyses were performed. ResultsFindings revealed significant positive relations of surface acting and cognitive control deficits with indicators of job strain, whereas deep acting was unrelated to strain. In addition, surface acting was found to interact stronger with cognitive control deficits in its relation to strain than deep acting. Compared to nurses with low levels of cognitive control deficits, the adverse influences of surface acting on burnout, depressive symptoms, and sum of days absent were much stronger when high levels of cognitive control deficits were reported. ConclusionsConsequently, interventions are needed to inform nurses on the detrimental influences of surface acting and train them in the daily use of deep acting as the healthier emotional regulation strategy. In addition, interventions targeted at the enhancement of the individual capacity for self-control would be beneficial to nurses’ health.

The effects of emotional display rules on flight attendants’ emotional labor strategy, job burnout and performance

This study investigates the effects of emotional display rules of an airline on the emotional labor strategies of flight attendants (i.e., deep acting, surface acting), job burnout, and work performance. Data were obtained from a survey of 230 flight attendants of a global airline company in South Korea. The results show that the emotional labor strategy performed by flight attendants plays an important role in mediating emotional display rules. Emotional display rules did not directly affect job burnout and work performance, but rather influenced the emotional labor strategy used by flight attendants. Among emotional labor strategies, deep acting enhanced job performance and reduced burnout, while surface acting improved work performance but increased burnout. Such results suggest that airlines can improve their flight attendants’ performance and reduce burnout by promoting the use of deep acting. This study provides a practical insight into why airline companies need to pay attention to how employees observe emotional display rules, and should select an appropriate emotional labor strategy to improve in-flight service quality over the long term.

Design and Implementation of Middleware for Wireless Sensor Networks

Middleware supports programming abstract which facilitate the programmer task and bridge the gap between the application and the hardware. Middleware for wireless sensor networks (WSNs) can help bridge the gap and remove impediments. This paper designs GWSN, a middleware WSNs, whose architecture is composed of runtime support, application development kits, and software development kits. Runtime support in GWSN is the core of WSNs middleware and supports executing and maintenance of WSNs applications. Application development kits includes many basic function kits, such as display editor, rule editor, and workflow editor, which support the application development of WSNs. Software development kits provides easy-to-use application programming interface.

Service work without emotional labour? Role expectations of service engineers, their employers and customers in the mechanical engineering industry

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