Interactions with the public: Bridging job design and emotional labor perspectives

Emotional Labor at a Crossroads: Where Do We Go from Here?

“…If emotion regulation is ineffective, a resource loss spiral makes it harder to recover or protect resources and results in job burnout. From this perspective, the positive relationship of emotional requirements with well-being (Bhave & Glomb 2015, Wharton 1993) derives from gains in motivational resources such as task significance and feedback from clients (Grandey & Diamond 2010). Notably, job requirements to express negative emotions or to just be neutral should not result in the social resource gains that nullify the energy losses, thus explaining why such forms of emotional labor are more distressing (Trougakos et al 2011).…”

“…The original approach to emotional labor was focused on jobs for which there were few motivational and financial resources (Hochschild 1983). However, emotional labor jobs vary in these resources , which may explain the mixed effects on burnout and satisfaction (Grandey & Diamond 2010). High emotional labor jobs greatly differ with respect to their social impact and financial compensation (e.g., education and health-care jobs versus customer service and sales jobs), which predict differences in job satisfaction (Mesmer-Magnus et al 2012).…”

7 Redesigning Work Design Theories: The Rise of Relational and Proactive Perspectives

“…We hope that researchers will begin to systematically investigate whether the experience of harming othersDownloaded by [University of Aberdeen] at 08:07 17 November 2014 or feeling unable to provide, or blocked from providing, the level of help that is needed-contributes to an explanation for the divergent accounts of the two camps of researchers. More generally, it will be valuable for researchers to test these explanations for why the two camps disagree about the effects of interaction outside the organization, as well as to build new theory about factors that may moderate its effects (Grandey & Diamond, 2009).…”

Relational job characteristics and nurses’ affective organizational commitment: the mediating role of work engagement

“…The Job Characteristics Model (Oldham & Hackman 1980) became the dominant job design model because it synthesized and expanded earlier job design theory. In response, job design theories are addressing the relational characteristics of work and their effects on employees (Grandey & Diamond 2010). Given the shifts from manufacturing to knowledge and service economies, there is a need for a broader approach to the study of work organization and design that also emphasizes work's relational aspects.…”