Smiling for a Wage: What Emotional Labor Teaches Us About Emotion Regulation

Grandey, Alicia A.

doi:10.1080/1047840x.2015.962444

Cited by 84 publications

(84 citation statements)

References 46 publications

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“…Emotion regulation (i.e., suppression and reappraisal) is called emotional labour (i.e., surface acting and deep acting) when it is tied to display rules in a work setting. The difference between emotional labour and emotion regulation is purely semantic (Grandey, 2015) indicating that they can be used to study the same phenomenon interchangeably. Research using emotion regulation in place of emotional labour leads to similar conclusions (Grandey et al, 2004;Rupp et al, 2008).…”

Section: Emotional Labourmentioning

confidence: 99%

Regulating emotions in response to power distance in meetings

Erks¹,

Nyquist²,

Allen³

et al. 2017

JMD

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Purpose-Meetings are a necessary part of work. This research focuses on how power distance in meetings affects emotional labour, including whether leader-member exchange (LMX) serves as a moderator for this relationship. It is hypothesized that power distance in meetings would lead to higher levels of emotional labour in meeting attendees, and that higher levels of LMX would make this relationship even stronger. Design/methodology/approach-The authors used a panel sample of full-time working adults from a variety of industries who regularly attend meetings. Participants completed a survey with items related to power distance, emotional labour, and LMX. Hypotheses were tested using moderated regression. Findings-Findings reveal that power distance between the meeting leader and attendees does relate positively to emotional labour, both surface and deep acting. In addition, LMX moderates this relationship for deep acting, but not for surface acting indicating that when high levels of both power distance and LMX exist, meeting attendees will engage in more deep acting. Research limitations/implications-The results of this study suggest that meeting leaders influence the behavior of attendees through their perceived power and relationship with the attendees. The power distance measure and cross-sectional nature of the sampling strategy is a limitation that provides opportunities for future research. Practical implications-The practical implications focus on meeting leaders, how they can help meeting attendees make meetings successful and by expressing their true authentic emotions. Originality/value-The current study is one of the first to focus on the power distance present in meetings related to emotional regulation through the social comparison theory. In addition, the current study investigates how LMX can serve as a moderator in this relationship.

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Section: Emotional Labourmentioning

confidence: 99%

Regulating emotions in response to power distance in meetings

Erks¹,

Nyquist²,

Allen³

et al. 2017

JMD

View full text Add to dashboard Cite

show abstract

“…This concept was first introduced in 1983 by the sociologist, Arlie Hochschild (1983) in her groundbreaking volume, and was defined by her as emotional regulation that functions to the norms of the area of business/profession/vocation or of the organization. In this volume the consequences of emotional regulation in the work place in the service sector were examined vis-à-vis the organizational level as well as on the psychological level of the individual worker (Grandey, 2015).…”

Section: Emotional Labormentioning

confidence: 99%

The Relationship between Teachers' Perceptions of Emotional Labor and Teacher Burnout and Teachers' Educational Level

R¹,

Katz²

2019

AJE

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“…Emotional labor berdampak pada kesuksesan organisasi, performansi karyawan serta kepuasan konsumen (Ratnaningsih, 2015). Jika konsumen menerima perlakuan yang ramah dan tulus dari karyawan, maka dengan mudah menimbulkan kepuasan konsumen (Grandey, 2015). Secara garis besar, emotional labor terbagi atas dua strategi yaitu deep acting s t r a t e g y d a n s u r f a c e a c t i n g s t r a t e g y .…”

Section: A Pendahuluanunclassified

Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan

Amaliah

Jufri

Bakar

2019

Berkala Ilmu Perpustakaan dan Informasi

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Introduction. Strategies of Deep Acting and Surface Acting using Emotional Labor in library services have been conducted. The study aims to examine the effect of Emotional Labor on library user satisfaction mediated by Customer-Employee Rapport.Method. There were 86 participants involved in this experimental study. They were undergraduate students in Makassar who were asked to watch the video related to library services by using Deep Acting or Surface Acting strategies.Data Analysis. Hypothesis were examined by using Hayes Process analysis to understand the mediation model.Results and Discussions. Emotional Labor strategy was found to have a relationship to customer satisfaction through Customer-Employee Rapport mediation. Emotional labor strategy was found to have directly affected customer satisfaction and Customer-Employee Rapport. The librarians applied Deep Acting strategy to enhance customer satisfaction and customer-employee rapport was found to be more effective compared to Surface Acting. The librarians’ emotional expression in deep acting enables them to transform the positive emotion between librarians and users, thus, it improves good relationships and customer satisfaction.Conclusion. The librarians’ emotional labor strategies effect on library user satisfaction with customer-employee rapport as the mediation variable. Future research should discuss another library experiment based on gender perspectives.

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Smiling for a Wage: What Emotional Labor Teaches Us About Emotion Regulation

Cited by 84 publications

References 46 publications

Regulating emotions in response to power distance in meetings

Regulating emotions in response to power distance in meetings

The Relationship between Teachers' Perceptions of Emotional Labor and Teacher Burnout and Teachers' Educational Level

Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan

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