Emotional labour: More of a burden than a benefit?
Abstract views: 61 / PDF downloads: 34
DOI:
https://doi.org/10.31039/plic.2024.11.253Keywords:
Emotional labour, surface acting, deep acting, managing feelings at workAbstract
Hospitality workers, such as flight attendants and waiters, are expected to be courteous, friendly, and polite all the time. Training and managing their own feelings is part of the job. For many, people's true feelings differ from those shown to the outside world, thus prompting them to "put a mask on" throughout their working hours. This practice is called surface acting, which is as essential to this investigation as deep acting. In this context, this study's results were thought-provoking since a statistically significant positive correlation between deep acting and performance was found, while the surface acting–performance relationship was negative. These findings may serve as a warning signal for employers who are expected to keep their employees' mental well-being intact at work.References
Alias, R. (2022). Emotional Labour and Stress. In A. Haque (Ed.), Handbook of Research on the Complexities and Strategies of Occupational Stress (pp. 184-199). IGI Global. https://doi.org/10.4018/978-1-6684-3937-1.ch011
Ashforth, B. E.; Humphrey, R. H. (1993). Emotional Labor in Service Roles: The Influence of Identity. The Academy of Management Review, 18(1), 88–115. https://doi.org/10.2307/258824
Bakker, A. B.; Heuven, E. (2006). Emotional dissonance, burnout, and in-role performance among nurses and police officers. International Journal of Stress Management, 13(4), 423–440. https://doi.org/10.1037/1072-5245.13.4.423
Diefendorff, J. M.; Erickson, R. J.; Grandey, A. A.; Dahling, J. J. (2011). Emotional display rules as work unit norms: a multilevel analysis of emotional labor among nurses. Journal of Occupational Health Psychology, 16(2), 170-186. https://doi.org/10.1037/a0021725
Erickson, R. J.; Ritter, C. (2001). Emotional labor, burnout, and inauthenticity: Does gender matter? Social Psychology Quarterly, 64(2), 146–163. https://doi.org/10.2307/3090130
Fouquereau, E.; Morin, A. J. S.; Lapointe, E.; Mokounkolo, R.; Gillet, N. (2019). Emotional labour profiles: Associations with key predictors and outcomes. Work & Stress, 33(3), 268–294. https://doi.org/10.1080/02678373.2018.1502835
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5(1), 95–110. https://doi.org/10.1037/1076-8998.5.1.95
Hackman, R. (2023, September 5). Emotional labor at work is work. It should be compensated that way. The Washington Post. https://www.washingtonpost.com/opinions/2023/09/05/rose-hackman-emotional-labor-workplace-pay/
Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press.
Houben, V.; Wüstner, K. (2014). Service work without emotional labour? Role expectations of service engineers, their employers and customers in the mechanical engineering industry. Management Revue, 25(1), 50–66. http://www.jstor.org/stable/24331301
Hülsheger, U. R; Schewe, A. F. (2011). On the costs and benefits of emotional labor: a meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361-89. https://doi.org/10.1037/a0022876
Hülsheger, U. R.; Lang, J. W.; Maier, G. W. (2010). Emotional labor, strain, and performance: Testing reciprocal relationships in a longitudinal panel study. Journal of Occupational Health Psychology, 15(4), 505-521. https://doi.org/10.1037/a0021003
Humphrey, R. H.; Pollack, J. M.; Hawver, T. (2008). Leading with emotional labor. Journal of Managerial Psychology, 23(2), 151–168. https://doi.org/10.1108/02683940810850790
Humphrey, R. H.; Ashforth, B.; Diefendorff, J. M. (2015). The bright side of emotional labor. Journal of Organizational Behavior, 36(6), 749-769. https://doi.org/10.1002/job.2019
Lepadatu, D.; Janoski, T. (2018). Just-in-time workforce? Temporary workers as a structural aspect of lean production in the US auto industry. International Journal of Automotive Technology and Management, 18(2), 160-177. http://dx.doi.org/10.1504/IJATM.2018.092189
Lu, Y.; Wu, W.; Mei, G.; Shouying, Z.; Zhou, H.; Li, D.; Pan, D. (2019). Surface Acting or Deep Acting, Who Need More Effortful? A Study on Emotional Labor Using Functional Near-Infrared Spectroscopy. Frontiers in Human Neuroscience, 13 (151), 10 pages. http://dx.doi.org/10.3389/fnhum.2019.00151
McKinsey & Company (2021). Women in the Workplace 2021.
https://womenintheworkplace.com/2021
Morris, A. J.; Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. The Academy of Management Review, 21(4), 986-1010. https://doi.org/10.2307/259161
Serebrenik, A. (2017). Emotional labor of software engineers. In S. Demeyer, A. Parsai, G. Laghari, & B. van Bladel (Eds.), BENEVOL 2017: BElgian-NEtherlands Software eVOLution Symposium, 4-5 December 2017, Antwerp, Belgium (pp. 1-6). CEUR-WS.org. https://ceur-ws.org/Vol-2047/BENEVOL_2017_paper_1.pdf
Steinberg, R. J.; Figart, D. M. (1999). Emotional Labor Since: The Managed Heart. The ANNALS of the American Academy of Political and Social Science, 561(1), 8-26. https://doi.org/10.1177/000271629956100101
Townsend, K. (2005). Emotional Labour in a Production Setting?. TASA Conference 2005, University of Tasmania, 6-8 December 2005
Wang, G.; Seibert, S. E.; Boles, T. L. (2011). Synthesizing what we know and looking ahead: A meta-analytical review of 30 years of emotional labor research. In C. Hartel, N. Ashkanasy, & W. Zerbe (Eds.), What Have We Learned? Ten Years On (pp. 15-43). (Research on Emotion in Organizations; Vol. 7). https://doi.org/10.1108/S1746-9791(2011)0000007006
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Christina Schabasser
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
You are free to:
Share: copy and redistribute the material in any medium or format. The licensor cannot revoke these freedoms as long as you follow the license terms. Under the following terms: Attribution-NonCommercial-NoDerivatives-No additional restrictions.
Authors retain copyright and agree to license their articles with a Creative Commons Attribution-NonCommercial-