Emotion work in the Hellenic frontline services environment: how it relates to emotional exhaustion and work attitudes

Abstract

Publisher's copyright statement:Additional information: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. with emotional exhaustion and work attitudes. In particular, emotion work was related to emotional exhaustion solely by means of interactions, and the largest part of the relationship of emotion work with work attitudes was also due to interaction effects. In the cases that main effects were present these were mainly caused by an allegedly secondary dimension of emotion work, the variety of displayed emotions, and not by any of the primary dimensions. The national cultural characteristics provided an account for the identified relationship pattern between emotion work, emotional exhaustion and work attitudes. In general, the study revealed the importance of the interactions between the dimensions of emotion work, and was also suggestive of the role of the national cultural context in the way emotion work is associated with outcomes that are of interest to employees and organizations.

Emotional After-effects of Change: Empirical Evidence from an Indian Organization

“…Bozionelos and Kiamouthe (2008) suggest that though emotional exhaustion has been theoretically considered as an outcome of emotion work after review, they found that limited empirical evidence concurs with this view. Logically, therefore, Bozionelos and Kiamouthe (2008) suggest that emotion work should relate to work attitudes.…”

“…Surface acting involves the suppression of felt emotions combined with the adoption of an emotional mask; which is a process that imposes substantial strain, and is potentially psychologically and physically draining. In particular, Bozionelos and Kiamouthe (2008) indicated that frequent engagement in surface acting, that is the regular disguise of felt emotions, was especially emotionally taxing and is is detrimental to employees" well-being (Brotheridge and Grandey 2002). Surface acting has been considered as primary dimensions of emotion work, while frequency, intensity and variety have been considered as secondary dimensions, described as "emotion-related role requirements" (Brotheridge and Lee 2003).…”

“…However despite requiring effort too, deep acting leads to internalization of one"s job role and, hence, reduces dissonance between felt and displayed emotions (Totterdell and Holman 2003). Further Bozionelos and Kiamouthe (2008) suggest that deep acting may become emotionally taxing if the individual also tries to experience intensely the emotions she/he tries to internalize, or if a large variety of emotions need to be internalized; because this will require the deployment of psychological resources in greater degree and in a multitude of occasions, respectively. Therefore, the interactions of surface and deep acting with the three secondary dimensions of emotion work should be tested for their relationship with emotional exhaustion.…”

The relationship between emotion work and burnout. A comparative study in various groups of health care workers

“…Az érzelmi munka és a kiégés között található összefüggést több kutatás vizsgálta, melyek szerint az érzelmi munka önmagában képes bejósolni a kiégés valamennyi komponensét (Bozionelos & Kiamou, 2008;Le Blanc, Bakker, Peeters, van Heesch, & Schaufeli, 2001;Martínez-Iñigo, Totterdell, Alcover & Holman, 2007;Zapf és mtsai, 2001). Zapf szerint a kiégés arra utal, hogy a dolgozó nem képes többé menedzselni az érzelmeit annak érdekében, hogy betartsa az érzelemkifejezéssel kapcsolatos munkahelyi elôírásokat, követelményeket (Zapf, 2002).…”

Bridging the contradictions of social constructionism and psychoanalysis in a study of workplace emotions in India

“…Other scholars have noted that emotional labour itself is culturally specific (Das et al, 2008), and different cultures draw the line between genuine and artificial emotional performances very differently (e.g. Bozionelos and Kiamou, 2008). Culture is intimately tied to the way emotional labour is understood -not only in specifying emotion rules appropriate to different situations, but also in stipulating what counts as an emotion rule and what constitutes emotional hypocrisy.…”