Scribd Logo
Upload

Welcome to Scribd!

  • 30 Year Meta Analysis

    Uploaded by

    Adnan Adil
    8 views15 pages
    meta-analysis of 30 years of research on emotional labor

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    meta-analysis of 30 years of research on emotional labor

    Copyright:

    © All Rights Reserved
    Download as PDF or read online from Scribd
    Flag for inappropriate content
    8 views15 pages

    30 Year Meta Analysis

    Uploaded by

    Adnan Adil
    meta-analysis of 30 years of research on emotional labor

    Copyright:

    © All Rights Reserved
    Download as PDF or read online from Scribd
    Flag for inappropriate content
    of 15
    CHAPTER 1 SYNTHESIZING WHAT WE KNOW AND LOOKING AHEAD: A META-ANALYTICAL REVIEW OF 30 YEARS OF EMOTIONAL LABOR RESEARCH Gang Wang, Scott E. Seibert and Terry L. Boles ABSTRACT The purpose of the current chapter is to metasanalytically examine the nomological network around emotional labor. The results show that negative display rules, high level of job demand, frequent contacts with customers, and lack of autonomy and social support are significantly related to surface acting, whereas display rules, opportunities to display various emotions, and frequent, intensive, and long time contacts with customers are significantly related to deep acting. Further, people high on negative affectivity and neuroticism are more likely to surface act, whereas people high on positive affectivity and extraversion are more likely to deep act. In addition, surface acting is mainly associated with undesirable work outcomes, whereas deep acting is mainly related to desirable work outcomes. ‘What Have We Learned? Ten Years On ‘Research on Emotion in Organizations, Volume 7, 15-43 ont © 2011 Emerald Group Paige All rights of reproduction in any form res ISSN 140571 a1 1109174971 GOCOTTOS 6 GANG WANG ET AL, INTRODUCTION Emotional labor was first proposed by sociologist Arlie Russell Hochschild (1983) almost three decades ago. According to Hochschild (1983), emotional labor refers to “the management of feelings to create a publicly observable facial or bodily display ... for a wage” (p. 7). She goes on to propose that emotional labor includes two “feeling rules”: surface acting and deep acting. Surface acting takes place when service workers display emotions that are not actually felt in order to comply with organizational display rules. In contrast, deep acting refers to changing one's internal feelings to express emotions that others expect to see in a given situation. Moreover, Hochschild (1983) regards emotional labor as an occupational characteristic and suggests that those who work in “people” occupations engage in more emotional labor than those who work in occupations that require extensive interaction with data or things. Based on her observations of fight attendants and debt collectors, Hochschild (1983) argues that external organizational regulations (eg. display rules) lead service providers to lose their sense of personal control and even to experience depersonalization in their work roles. As such, she believes that emotional labor generates negative consequences for service providers, such as burnout, emotional dissonance, and strain, The first 15 years following Hochschild’s (1983) introduction of emotional labor to the literature witnessed the burgeoning of theoretical research on the conceptualization of this construct (eg, Ashforth & Humphrey, 1993; Morris & Feldman, 1996) but only sporadic empirical examination of Hochschild’s propositions (e.g., Wharton, 1993). Attempts to treat emotional labor as an occupational level variable and measure characteristics of an occupational setting as indicators of emotional labor id not provide support for Hochschild’s (1983) claim that emotional labor ‘would have uniformly negative outcomes for service employees (Wharton, 1993). Confused by the empirical results and enlightened by theoretical advancements on the construct of emotional labor (eg, Ashforth & Humphrey, 1993; Morris & Feldman, 1996), some emotional labor researchers (e.g, Pugliesi, 1999; Zapf, Vogt, Seifert, Mertini, & Isic, 1999) began to examine this ‘construct from a “micro” or individual-level perspective. The change of level of analysis enabled researchers to investigate the nomological network of emotional labor in great detail and opened a new era in emotional labor research. Since Puglies's (1999) and Zapf and colleagues’ (1999) pioneering work, over 0 empirical studies have examined the emotional labor construct itself and its various antecedents ‘Synthesizing What We Know and Looking Ahead 7 and consequences. at the individual-level of analysis (¢.g., Brotheridge & Lee, 2003; Diefendorff, Croyle, & Gosserand, 2005; Grandey, 2003; Zhang & Zhu, 2008). ‘Over the years, emotional labor has been defined and conceptualized

    You might also like