Identifying the complex relationships among emotional labor and its correlates

Gürsoy, Doğan; Boylu, Yasin; Avcı, Umut

doi:10.1016/j.ijhm.2010.10.009

Cited by 72 publications

(61 citation statements)

References 73 publications

(164 reference statements)

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“…The findings are consonant to the empirical results of (Schaufeli and Bakker, 2007) suggesting that people at work experience emotional demands whereby, they experience bad behavior from the work environment or from the clients which depletes their engagement with the work. The findings also have confirmed the assertions of studies (Gursoy et al, 2011;Zhao and Mattila, 2013) suggesting that stressful things at work can damage employees' positive behaviors and outcomes. The findings hence underline that any elements that ignite emotional sensitivities at the workplace can be dangerous not only the person experiencing but also for the organization he/she works for.…”

Section: Assessment Of Structural Modelsupporting

confidence: 81%

Abuse, emotions, and workload in the distribution business: Implications for employees’ engagement

al.¹

2019

Int. j. adv. appl. sci.

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Distribution networks and services are one of the major business drivers in any economy. The present study attempted to examine what is the impact of some of the deleterious work prospects on employees working in the distribution businesses on their psychological work wellbeing. Therein, the study examined the role and impact on work stressors including abusive supervision, emotional demands and workload on employees work engagement. Five major distribution companies were sampled in the present study to examine these relationships on the staff level employees. Structural equation modelling using PLS 2.0 M3 resulted in significant negative impact of abusive supervision on employees' work engagement. Accordingly, emotional demands also posed a significant negative impact on employees' psychological resources thus decreasing their work engagement. In parallel, workload also reported a significant negative impact in a similar fashion. The study has forwarded noteworthy implications based on findings for the distribution businesses in particular and service based occupations in general. The study also sheds light on limitation and scope for future studies.

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Section: Assessment Of Structural Modelsupporting

confidence: 81%

Abuse, emotions, and workload in the distribution business: Implications for employees’ engagement

al.¹

2019

Int. j. adv. appl. sci.

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“…Most studies have focused on the influence of emotional labor on work attitude (Abraham, 1999;Grandey, 2003), stress (Brotheridge, 1999;Pugliesi, 1999), and satisfaction (Lam and Chen, 2012;Gursoy et al, 2011); however, little is known regarding the relationship between emotional labor and service sabotage. Emotional labor has a certain level of importance in employee deviance.…”

Section: Emotional Labor-service Sabotage Relationshipmentioning

confidence: 99%

Emotional Labor and Service Sabotage in the Hospitality Industry: The Mediating Role of Emotional Exhaustion

Lai¹,

Sun²,

Chu³

2020

JTHM

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This study explored the relationships among two emotional labor types (surface acting and deep acting), emotional exhaustion, and service sabotage, and examined the mediating effect of emotional exhaustion on the emotional labor-service sabotage relationship. The proposed study model was tested using data collected from 323 frontline employees in 10 international tourist hotel restaurants in Taiwan. Structural equation modeling was used to examine our hypotheses. The empirical results indicate that (i) surface and deep acting has significant positive and negative influences on emotional exhaustion, respectively; (ii) emotional exhaustion has a positive and significant relationship with service sabotage; and (iii) emotional exhaustion has a complete mediating effect on the surface acting-service sabotage relationship but a partial mediating effect on the deep acting-service sabotage relationship.

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“…Duygusal emek, çalışanlar üzerinde bir baskı ve stres meydana getirmektedir (Kim, 2008). İşgörenler duygusal emek sürecinde yaşadıkları duygusal çelişkiyi en aza indirgemek veya doğal olarak gösterdikleri davranışları kendi iç dünyalarında teşvik etmek için kaynaklara ihtiyaç duymaktadırlar (Gursoy, Boylu ve Avci, 2011). Kaynakların korunumu teorisi, bireylerin değerli beceri ve kaynaklarını korumak istediklerini ve bu kaynakları kazanmak için mücadele ettiklerini varsaymaktadır (Hobfoll, 1989).…”

Section: İşveren Markası Ve Duygusal Emekunclassified

İşveren Markası İşe Adanmayı Nasıl Etkiler? Duygusal Emeğin Aracılık Rolü

Gürlek

Tuna

Yeşiltaş

2020

Afyon Kocatepe Üniversitesi Sosyal Bilimler Dergisi

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Bu araştırma işveren markasının duygusal emek ve işe adanma üzerindeki etkilerini incelemeyi amaçlamaktadır. Geliştirilen teorik model yapısal eşitlik modellemesi kullanılarak test edilmiştir. Araştırmada kullanılan veriler Ankara ilinde faaliyet gösteren beş yıldızlı otel işletmelerinin işgörenlerinden elde edilmiştir. Bulgulara göre, işveren markası duygusal emeğin yüzeysel davranış boyutunu anlamlı olarak etkilemezken, derin ve doğal davranış boyutlarını olumlu ve anlamlı olarak etkilemektedir. Diğer yandan, derin ve doğal davranışlar işe adanma üzerinde olumlu ve anlamlı bir etkiye sahipken, yüzeysel davranış işe adanma üzerinde anlamlı bir etkiye sahip değildir. Aracılık etkisi açısından, derin ve doğal davranışlar işveren markasının işe adanma üzerindeki etkisine aracılık etmektedir. Sonuç olarak, bu araştırma işveren markasının örgütlere sunduğu yararlardan bir kesit sunarak alanyazına katkı sağlamaktadır.

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Identifying the complex relationships among emotional labor and its correlates

Cited by 72 publications

References 73 publications

Abuse, emotions, and workload in the distribution business: Implications for employees’ engagement

Abuse, emotions, and workload in the distribution business: Implications for employees’ engagement

Emotional Labor and Service Sabotage in the Hospitality Industry: The Mediating Role of Emotional Exhaustion

İşveren Markası İşe Adanmayı Nasıl Etkiler? Duygusal Emeğin Aracılık Rolü

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