Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation†

Rupp, Deborah E.; McCance, A. Silke; Spencer, Sharmin; Sonntag, Karlheinz

doi:10.1177/0149206307309261

Cited by 179 publications

(179 citation statements)

References 59 publications

Supporting

Mentioning

169

Contrasting

Unclassified

Order By: Relevance

“…The supervisor, who represents the 5 firm, wants agents to pay full attention to customers' needs and put the greatest effort into satisfying them. However, handling complaining customers is costly for the employees because it often involves confrontation, hostility, and irritation (Rupp et al 2008). In addition, dealing with irritated and disrespectful customers creates an inconsistency between the employees' felt emotions (e.g., angry, upset) and the emotions the organization requires them to display (e.g., calmness, empathy).…”

Section: Conceptual Background and Hypotheses Developmentmentioning

confidence: 99%

The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms

Chan

Lam

2011

J. of the Acad. Mark. Sci.

View full text Add to dashboard Cite

Literature on empowerment as an internal marketing practice primarily documents positive effects on employees' job performance, though increasing evidence suggests conflicting viewpoints. This study adopts an agency theoretical perspective to propose a workload mechanism, according to which the delegation of power from supervisors (principals) to service employees (agents) (i.e., servicing empowerment) is costly to employees and increases their perceived workload, which hampers their performance to serve customers. Using a laboratory experiment and a survey, this research reveals that the perceived workload and extant motivational mechanisms have conflicting effects on employees' service performance. The

show abstract

Section: Conceptual Background and Hypotheses Developmentmentioning

confidence: 99%

The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms

Chan

Lam

2011

J. of the Acad. Mark. Sci.

View full text Add to dashboard Cite

show abstract

“…Undeserved derogatory judgments or information withheld in an unreasonable way are two examples of interactional injustice. Empirical evidence indicates that employees´ perception of interactionally unfair behaviors is one of the affective events that can increase employees´ level of emotion regulation during service encounters (Rupp, et al, 2007;Rupp, et al, 2008;Rupp & Spencer, 2006).…”

Section: Discussionmentioning

confidence: 99%

“…Drawing on affective events theory, Rupp et al (2008) argue that the negative affective condition Emotion Regulation, Distributive Justice and Emotional Exhaustion 21…”

Section: Discussionmentioning

confidence: 99%

See 1 more Smart Citation

The mediating role of distributive justice perceptions in the relationship between emotion regulation and emotional exhaustion in healthcare workers

Martínez‐Íñigo

Totterdell

2016

Work & Stress

View full text Add to dashboard Cite

This research proposes that employees' use of emotion regulation strategies determines their perceptions of fairness in interactions with clients, which in turn influences their emotional exhaustion. Based on social exchange theory, and models of self-control, the investigation tested whether: (1) the type of emotion regulation strategy employees use to meet the emotional demands of their job role partially influences their perceptions of distributive justice, and (2) these perceptions mediate the relationship between emotion regulation and emotional exhaustion.To test this, a longitudinal field survey study of a sample of primary care workers (General Practitioners and Nurses; N = 233) was conducted. Findings showed that the relationship between emotion regulation and emotional exhaustion, was mediated by perceptions of distributive justice.A bootstrapping single mediational analysis showed a significant indirect effect of surface acting and deep acting on emotional exhaustion through distributive justice when interindividual differences at T1 and when intra-individual changes between T1 and T2 were considered. Deep acting indirect effects were not significant for intra-individual changes The findings indicate that employees´ perception of distributive justice has implications for understanding the impact of emotion regulation on well-being.

show abstract

“…al., 2010; Rupp et al, 2008), let alone the role that such injustice may play in the context of organizational change. Accordingly, we examine the effect of perceived injustice with respect to change, and particularly "informational injustice" or the perception that inadequate changerelated information is available (Copranzano et al, 2002), on the development of negative workplace emotions.…”

Section: Introductionmentioning

confidence: 99%

Informational injustice with respect to change and negative workplace emotions

Clercq

Saridakis

2015

Journal of Organizational Effectiveness: People and Performance

View full text Add to dashboard Cite

Purpose -The purpose of this paper is to examine the hitherto unexplored relationship between employees' perceptions of informational injustice with respect to change and their negative workplace emotions, as well as how this relationship might be mitigated by structural and relational features of the organizational context. Design/methodology/approach -The paper draws on quantitative data collected through the 2011 Workplace Employment Relations Survey (WERS). The hypotheses are tested with ordered probit analysis using random effects. Findings -The findings show that informational injustice enhances the development of negative workplace emotions, yet this effect is attenuated at higher levels of job influence, reward interdependence, trust, and organizational commitment.Research limitations/implications -The findings contribute by identifying several contingencies that attenuate the harmful effect of informational injustice with respect to change on negative workplace emotions. The limitations of the study include the lack of data on changespecific outcomes and the reliance on the same respondents to assess the focal variables.Practical implications -The study suggests that organizations facing the challenge of sharing complete information about internal changes can counter the employee stress that comes with limited information provision by creating appropriate internal environments.Originality/value -The study adds to research on organizational change by providing a better understanding of an unexplored driver of negative workplace emotions (i.e., informational injustice with respect to change) and explicating when such informational injustice is more or less likely to enhance these emotions.

show abstract

Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation†

Cited by 179 publications

References 59 publications

The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms

The trade-off of servicing empowerment on employees’ service performance: examining the underlying motivation and workload mechanisms

The mediating role of distributive justice perceptions in the relationship between emotion regulation and emotional exhaustion in healthcare workers

Informational injustice with respect to change and negative workplace emotions

Contact Info

Product

Resources

About