Negative Effects Of Emotional Labor Research Articles

Workplace spirituality as a means of enhancing service employee well-being through emotional labor strategy choice

This study examines whether workplace spirituality can influence the emotional labor strategy choices and the subjective well-being of service employees. We integrate conservation of resources theory and social role theory to examine the joint effects of workplace spirituality and gender differences on deep acting and surface acting. Our findings suggest that deep acting and surface acting differentially mediate the relationship between workplace spirituality and subjective well-being. Through a moderated mediation analysis, we demonstrate a stronger connection for females between subjective well-being and workplace spirituality through deep acting than for males. The results of this study shed light on how and why workplace spirituality and individual differences influence the emotional labor and subjective well-being of service employees. These results also expand our knowledge of how to help service employees gain and invest resources during their work processes and also provide a new practical way the service organization can decrease the potential negative effects of emotional labor on service employees.

The role of Dark Triad on the link between Emotional Labor and Core Burnout

This study investigates whether the Dark Triad personality traits could be potential moderators of the relationship between the emotional labor and core burnout. The nonexperimental, cross-sectional study was based on a sample of 158 participants from different fields of activity. The results show that only narcissism (at medium and high scores) acts weakly as a moderator for the positive relation between emotional labor and burnout and, contrary to our hypothesis, it buffers the negative effects of emotional labor. These results can be explained in terms of Narcissism' conceptualization and are consistent with the newest proposed distinction form the literature between adaptive and maladaptive nature of this trait. Meanwhile the effects of the other moderators are insignificant. The results highlight both the importance of the emotional factor at work and the role of Dark Triad personality factors for core burnout.

Mitigating the negative effects of emotional labor: A study of disaster response and recovery workers after the 2010 Haiti earthquake

AbstractOne of the most pressing governance challenges around the globe is managing disasters and their underlying risk factors. Little is known about effective strategies to minimize burnout and posttraumatic stress disorder among practitioners involved in addressing this challenge, especially in countries that rely mainly on international aid agencies for the delivery of basic services to their citizens. This article draws on the emotional labor literature to identify routes addressing the negative consequences of doing response and recovery work in postdisaster contexts. Based primarily on surveys and interviews with response and recovery workers involved after the 2010 Haiti earthquake, it advances and extends previous emotional labor theory on the mitigating factors of service workers' burnout. It points to the importance of autonomy and training as well as five coping mechanisms: relying on informal support, utilizing humor, leaving work at work, decompressing alone, and rotating job positions.

Work: What is it good for? Almost everything!

Mumby (2019), in his provocative article, playfully asks, “Work: What is it good for?”, and answers his own question by stating, “Absolutely nothing!” We reach quite a different answer to his question and feel that work is good for “almost everything.” In particular, we want to address comments that he made about the negative effects of emotional labor and about organizational attempts to regulate employees’ emotions. Indeed, we feel that the overwhelming evidence is that work is good for people’s emotional states and their overall well-being.

Association between Emotional Labor, Emotional Dissonance, Burnout and Turnover Intention in Clinical Nurses: A Multiple-Group Path Analysis across Job Satisfaction

This study was conducted to investigate the influence of emotional labor, emotional dissonance, and burnout on nurse's turnover intention and examine the effect of job satisfaction on the relationships among emotional labor, emotional dissonance, burnout, and turnover intention. The sample consisted of 350 nurses recruited from 6 general hospitals in 2 cities in Korea. A multiple-group analysis was utilized. Data were analyzed using SPSS statistics 23 and AMOS 20. In the path analysis, turnover intention was directly related to burnout in clinical nurses who had a high job satisfaction (β=.24, p=.003), while it was indirectly related to emotional dissonance (β=.13, p=.002). In the multiple-group path analysis, turnover intention was directly related to emotional dissonance (β=.18, p=.033) and burnout (β=.26, p=.002) for nurses with low job satisfaction. These results indicate that manuals and guidelines to alleviate the negative effects of emotional labor, emotional dissonance, and burnout, and to increase job satisfaction are strongly required to reduce turnover intention in nurses at the organizational level as well as at the individual level.

Psychological Capital, Emotional Labor and Exhaustion: Examining Mediating and Moderating Models

This study examines the total moderation role that psychological capital plays in the integrative emotional labor model in which positive display rule perceptions predict emotional exhaustion both directly and indirectly via emotional labor strategies, i.e., deep acting and surface acting. The results reveal that psychological capital moderates the direct and indirect relationships between positive display rule perceptions and emotional exhaustion. Psychological capital also moderates the relationship between deep acting, but not surface acting, and emotional exhaustion. These findings suggest that psychological capital generally plays a positive role in the emotion regulation process. It is also noted that although psychological capital can reduce employees’ emotional exhaustion, employees with high psychological capital who practice surface acting may suffer increased emotional exhaustion. Suggestions are offered accordingly for organizations that wish to enhance their employees’ psychological capital and to reduce the negative effects of emotional labor.

Emotional Labor and Depressive Symptoms in Bank Clerks: The Moderating Role of Emotional Clarity

Emotional labor is a serious risk factor for psychological problems such as increased burnout and decreased psychological well-being. This research examined the effects of emotional labor on depressive symptoms and the role of emotional clarity as a moderating factor in this relationship. A total of 127 bank tellers from 9 branches in Seoul, Korea completed the following questionnaires: The Korean version of the Emotional Labor Scale (K-ELS), Trait Meta Mood Scale (TMMS), and Center for Epidemiological Studies Depression Scale (CES-D). The results of hierarchical regression analyses indicated that emotional labor had a significant positive correlation with depressive symptoms, and emotional clarity moderated this relationship even after controlling for gender difference and work position. When emotional clarity was low, a higher degree of emotional labor was associated with greater depressive symptoms. On the other hand, when emotional clarity was high, the effect of emotional labor on depressive symptoms was not significant. Such results suggest that the ability to clearly recognize emotion can potentially buffer the negative effects of emotional labor. Thus, enhancing emotional clarity may be a part of an effective intervention program for depressed emotional laborers.

Empowering Leadership Research: Current Developments and Future Directions

The purpose of this symposium is to shed light on key new directions in empowering leadership research as reflected in the following questions: When is empowering leadership most effective, that is, what are important boundary conditions of the effect of empowering leadership? Do the effects of empowering leadership spill over from a focal team to affect outcomes in another team? Can empowering leadership reduce negative effects of emotional labor? And, how do leaders respond to empowered employees depending on their own empowerment role identity? Specifically, the presentations included in the symposium address how task-related self-efficacy beliefs moderate the effect of empowering leadership on followers’ task performance via contextual performance (Presentation 1), how subordinates’ goal orientations act as boundary conditions of empowering leadership and how - depending on employees’ goal orientations - empowering leadership is differentially linked to employee creativity and in-role performance via distinct mechanisms (Presentation 2), how empowering leadership in one team can spill over to fuel team-directed proactivity in another team (Presentation 3), how empowering leadership can help to avoid depersonalization resulting from deep- acting behaviors (Presentation 4), and how a leader’s empowerment role identity can cause a leader to experience identity threat and engage in social undermining when confronted with self-leading employees (Presentation 5). The discussant, Kathryn Bartol, will summarize themes across papers, highlight future research directions, and lead an interactive discussion between presenters and audience. Empowering Leadership and Follower Performance - The Moderating Role of Task-Related Self-Efficacy Presenter: Florian Scholz; U. of Potsdam Presenter: Eric Kearney; U. of Potsdam Empowerment Spillover: When Empowering Leaders in One Team Generate Proactivity in Another Team Presenter: Troy Smith; U. of Nebraska-Lincoln Presenter: Gilad Chen; U. of Maryland Presenter: Bradley L. Kirkman; North Carolina State U. Presenter: Pengcheng Zhang; Huazhong U. of Science and Technology Presenter: Jiing-Lih Farh; Hong Kong U. of Science and Technology Linking Empowering Leadership to Creativity and In-Role Performance: The Role of Goal Orientations Presenter: Tobias Dennerlein; Erasmus U. Rotterdam Presenter: Daan van Knippenberg; Erasmus U. Rotterdam Presenter: Joerg Dietz; U. of Lausanne When Are Leaders Most Likely to Undermine Their Self-Leading Employees? Presenter: Payal Nangia Sharma; The Wharton School, U. of Pennsylvania Presenter: Joo Hun Han; Rutgers U. Presenter: Bradley L. Kirkman; North Carolina State U. Presenter: David P. Lepak; UMass Putting

Dimensional comparatives of organizational citizenship and emotional labor: A study on accommodation companies

This study determines the effects of organizational citizenship behavior on the emotional labor by depending on the theory that exhibiting organizational citizenship behavior might reduce the negation emotional labor expenditure might create. As a result, a significant positive correlation between organizational citizenship behavior and emotional labor has been found. To put it more explicitly; the employees exhibiting organizational citizenship behavior gain a stronger position against the negative effects of emotional labor expenditures. Positive correlation occurs, in the superficial entreating phase of emotional labor. While employees are harmonizing their real feelings which appear in the phase of deep entreating according to the norms of organization and the duty, organizational citizenship behavior has a positive impact. In other words; it can be said that organizational citizenship behavior affects the function of emotional regulation in a positive way. At this point; it can be possible to regulate and manage the deep negative effects of emotional labor on the employees by means of organizational motivators.

In Their Own Words: Stories of Emotional Labor from the Library Workforce

This research investigates emotional labor events in libraries. Twenty-three librarians kept work diaries for 5 days recording details of interactions with customers and fellow employees in which the emotions the librarians were feeling were in contrast with the emotional expressions they believe their organization desires. Participants reported 83 events, which were analyzed by type of event, interaction partner, feelings and behaviors that were displayed, outcomes that resulted from the event, and the reflection participants provided on how they and their organization could have handled the situation differently. The findings show that emotional labor exists primarily when interacting with customers, colleagues, and superiors. Librarians performed significantly more surface acting than deep acting in regulating their emotional expressions and reported feeling a wide range of emotions during the events. The findings lead to some suggestions for library managers to consider in order to lessen the negative effects of emotional labor in the workplace.

직무관련 정서상태가 직무열의 및 직무탈진에 미치는 영향: 감정노동의 매개효과

본 연구에서는 첫째, 서비스 업종에 종사하는 종업원들의 감정노동에 영향을 미치는 선행요인으로서 직무관련 정서상태의 효과를 검증하였으며, 둘째, 감정노동의 결과요인으로서 선행연구에서 주로 다루었던 부정적 직무태도 뿐만 아니라 긍정적 직무태도에 대한 감정노동의 효과를 고찰하였다. 마지막으로 종업원들이 과업환경에서 경험하는 직무관련 정서와 직무태도 간의 관계를 매개하는 감정노동의 효과를 검증하였다. 국내 15개 서비스 기업에 종사하는 150명의 종업원을 대상으로 실시한 설문분석 결과, 직무관련 긍정 정서상태는 종업원으로 하여금 내면행동을, 직무관련 부정 정서상태는 표면행동을 유발함이 검증되었다. 또한 내면행동은 긍정적인 직무태도인 직무헌신과 직무활력을 증진시켰으며, 표면행동은 냉소주의와 소진을 증가시켰다. 마지막으로 내면행동은 직무관련 긍정 정서상태와 긍정적인 직무태도(직무헌신, 직무활력) 간의 관계를, 표면행동은 직무관련 부정 정서상태와 부정적인 직무태도(냉소주의, 소진) 간의 관계를 각각 매개하였다. 본 연구는 종업원들의 감정노동전략이 인지적 혹은 반응적 메커니즘을 수반하여 직무관련 정서상태와 직무태도 간의 관계를 매개함을 검증하였다는 점에서 이론적 의의가 있다. 또한 실무적으로 본 연구 결과를 토대로 볼 때, 서비스 직무를 수행하는 종업원들의 서비스 질을 향상시키고 긍정적인 직무태도를 유도하기 위해서는 단순히 부정적 정서를 유발하지 않는 직무환경을 유지하는 수동적 관리보다도 긍정적 정서를 증진시킬 수 있는 과업환경을 조성하는 것이 중요함을 제안할 수 있다. 향후 연구에서는 종단적 데이터 측정이나 측정 소스의 다양화 등의 시도가 필요하다. 【This study had three purposes. First, the effects of job-related affective states on emotional labor (deep acting and surface acting) of employees engaging in service job were examined. Second, previous studies focused on the negative effects of emotional labor on job attitudes. On the other hand, this study dealt with not only the negative effects of emotional labor but also its positive effects. In particular, this study examined the effects of emotional labor on positive job attitudes, such as job commitment and job involvement, as well as negative job attitudes, such as exhaustion and cynicism. Finally, this study examined the mediation effect of emotional labor on the relationship between the job-related affective state and job attitudes. The data was collected from 150 employees working in 15 service firms in Korea. The results were as follows. First, the positive job-related affective state increased the deep-acting. On the other hand, negative job-related affective state increased surface-acting. Second, the main effect of deep-acting on positive job attitudes (dedication and vigor) was significant. In addition, the main effects of surface-acting on the negative job attitudes (exhaustion and cynicism) was significant. Finally, the mediating effect of deep-acting on the relationship between positive job-related affective state and positive job attitudes was significant. In addition, surface-acting mediated the relationship between negative job-related affective state and negative job attitudes. The theoretical and practical implications of this study are provided in the discussion session.】

What Library Managers Should Know about Emotional Labor

This article presents emotional labor in a library context and offers library managers strategies to minimize the negative effects of emotional labor on both staff and users. The components of emotional labor are explained and a framework of response levels is presented with strategies targeted to each response level: incident, training, supervision, human resources, and organizational culture. The strategies offer library managers some ideas for effectively managing emotional labor in their organizations. Understanding the effects of emotional labor and developing the tools that can offset potential negative outcomes can create a more positive work climate and better customer service.

Dynamic Effect of Emotional Labor on Outcomes: Role of Time and Leader Inclusiveness

We extend the literature on emotional labor by examining the differential effects of surface acting versus deep acting on near- and long-term emotional exhaustion. Combining arguments from conservation of resources and leadership theories, we position and explain the temporally bound relationship between of emotional labor, emotional exhaustion and employee job performance. We articulate and test how leader inclusiveness may be an antidote for the negative effects of emotional labor. Survey data collected across two points in time from 114 matched employee-supervisor dyads across multiple hotels demonstrate empirical support for our predictions. The findings are discussed in terms of their implications for our understanding of emotional labor and outcomes, as they are experienced over time.

Serving with spirit: an integrative model of workplace spirituality within service organizations

Service organizations are uniquely subject to the effects of emotional labor. To address these impacts, we examine workplace spirituality (WPS) as a valuable resource within the emotional labor context of service organizations and propose an integrative model that encompasses the effects of WPS on employees, customers, and the organization. We posit that organizations that possess the WPS values of respect, humanism, and integrity, and an ethical organizational climate can buffer the negative effects of emotional labor through increased employee satisfaction and organizational commitment. Similarly, we propose that WPS can positively influence customer satisfaction and loyalty and also organizational performance and sustainability directly through its WPS values and ethical climate, and indirectly through employee satisfaction and commitment and customer satisfaction and loyalty. Our conceptual integrative model provides testable propositions related to WPS within the emotional labor context of service organizations. Implications for theory and practice are outlined.

韓国人日本語学習者による文末表現の使用の一考察

Purpose: This study was conducted to investigate the influence of emotional labor, emotional dissonance, and burnout on nurse’s turnover intention and examine the effect of job satisfaction on the relationships among emotional labor, emotional dissonance, burnout, and turnover intention. Methods: The sample consisted of 350 nurses recruited from 6 general hospitals in 2 cities in Korea. A multiple-group analysis was utilized. Data were analyzed using SPSS statistics 23 and AMOS 20. Results: In the path analysis, turnover intention was directly related to burnout in clinical nurses who had a high job satisfaction (β=.24, p=.003), while it was indirectly related to emotional dissonance (β=.13, p=.002). In the multiple-group path analysis, turnover intention was directly related to emotional dissonance (β=.18, p=.033) and burnout (β=.26, p=.002) for nurses with low job satisfaction. Conclusion: These results indicate that manuals and guidelines to alleviate the negative effects of emotional labor, emotional dissonance, and burnout, and to increase job satisfaction are strongly required to reduce turnover intention in nurses at the organizational level as well as at the individual level.

감정 노동에서 표현 규칙의 공정성에 대한 지각과 문제 중심 스트레스 대처의 조절효과에 관한 연구

The moderators that relieve negative effects of emotional labor have been studied such as job characteristics and situational variables. But as reviewing these studies, they focused on the degree of emotional on certain condition, there's no distinction between that degree and moderating effects. So we should focus on the moderating variables as a organizational involvement. In this study, I hypnotized the mediating effect of job stress between emotional labor and organizational effectiveness. Then I explored moderating role of 'fairness perception of emotional labor' and 'problem-focused stress coping'. This study tested these relationships using data from 166 employees of domestic security service company. From this data, I found that emotional labor increases job stress and job stress fully mediates the relationship between individual attitude(job satisfaction, turnover intention). And one who perceives display rule fairer, feels less job stress than who is not. Lastly, one who copes more problem-focused when he/she experiences job stress, have less negative effect on turnover intention.

Spirituality, religion, and emotional labor in the workplace

Emotional labor is the regulation of emotional displays as part of a work role. To date, minimal research has considered how spirituality and religion impact the performance and consequences of emotional labor, which is an important omission given a growing awareness that religion and spirituality are important components of people’s lives that continue to inform their feelings, thoughts, and behaviors while at work. Accordingly, we review the literature on emotional labor and develop a series of research questions that focus on issues such as the interplay between organizational and religious expectations for emotional displays toward others, as well as the ability of religious support and beliefs to buffer the negative effects of emotional labor on individual employees. Our hope is that these ideas spark interdisciplinary research on emotional labor that draws on a wider body of perspectives in management.

The primacy of perceiving: Emotion recognition buffers negative effects of emotional labor.

There is ample empirical evidence for negative effects of emotional labor (surface acting and deep acting) on workers' well-being. This study analyzed to what extent workers' ability to recognize others' emotions may buffer these effects. In a 4-week study with 85 nurses and police officers, emotion recognition moderated the relationship between emotional labor and work engagement: Workers with high emotion recognition engaging in emotional labor did not report lower work engagement after 4 weeks, whereas those with low emotion recognition did. These effects pertained to both surface and deep acting. The results suggest that emotional labor be not necessarily detrimental to workers' engagement. Instead, the impact of emotional labor hinges upon workers' ability to correctly identify interaction partners' emotions.