The Relationship Between Emotional Resources and Emotional Labor: An Exploratory Study

The study examines the effects of a subtype of personal resources (i.e., emotional resources) on emotional labor strategies. We examined 2 variables, emotional intelligence and negative affectivity, as proxies for emotional resources. Largely consistent with predictions, results indicated that individuals with a high level of emotional resources (indicated by high emotional intelligence) are more likely than others to deep act, and individuals with comparatively low emotional resources (indicated by high negative affectivity) are more likely than others to surface act. The differential effects of surface acting and deep acting on strain and job satisfaction were examined. Depressed mood was found to mediate the relationship between surface acting and job satisfaction.     

Moderating Role of Affectivity in Emotional Labor and Emotional Exhaustion Among Customer Services Representatives

The present study proposed a moderating role of affectivity in the relationship between modes of emotional labor and emotional exhaustion among customer services representatives. A sample of 232 customer services representatives from cellular services and banking sectors of Islamabad, Pakistan was purposively chosen for this study. Deep acting and surface acting was measured through Emotional Labor Scale (Brotheridge and Lee Journal of Occupational and Organizational Psychology 76:365–379, 2003), positive and negative affectivity (NA) was measured through Positive and Negative Affect Schedule (Watson et al. Journal of Personality and Social Psychology 54:1063–1070, 1988), and emotional exhaustion was assessed through Burnout Scale (Erickson and Ritter Social Psychology Quarterly 64(2):146–163, 2001). Hierarchical regression analyses provided empirical support for the proposed model. Negative affectivity (NA) and deep acting significantly predicted emotional exhaustion. Positive affectivity (PA) significantly decreased the likelihood of being emotionally exhausted as a consequence of deep acting whereas negative affectivity (NA) significantly increased the likelihood of being emotionally exhausted as a consequence of surface acting. Finally, customer services representatives of cellular services and women were found to be more prone to emotional exhaustion as compared to their counterparts. Limitations and suggestions for future research have also been discussed.     

Interpersonal Process of Emotional Labor: The Role of Negative and Positive Customer Treatment

Emotional labor refers to the process of regulating both feelings and expressions in response to the display rules for promoting organizational goals. Existing literature has provided strong evidence for the impact of emotional labor (i.e., surface acting and deep acting) on service employees’ emotional exhaustion. However, the empirical examination of the mechanisms underlying this association is largely missing from prior research. Drawing on the social interaction model of emotion regulation, this article reported 2 daily diary studies examining the role of customer treatment toward employees in channeling emotional labor's impact on employee emotional well‐being. Specifically, Study 1 measured emotional labor at the between‐person level as habitual emotional regulation strategies used by service employees, and Study 2 measured emotional labor at the within‐person level to capture its fluctuations. Results showed that employees engaging in more surface acting were more likely to receive negative treatment from customers, which in turn increased their negative affect and emotional exhaustion. Further, employees engaging in more deep acting were more likely to receive positive treatment from customers, which in turn increased their positive affect. Implications and limitations of these findings were discussed.     

Affectivity,Emotional Labor,Emotional Exhaustion,and Emotional Intelligence in Coaching

This study investigated the relationship among affectivity, emotional labor strategies, and emotional exhaustion, and the moderating effect of emotional intelligence in that relationship. There were 430 NCAA Division I coaches who completed questionnaires measuring affectivity, the forms of emotional labor, emotional exhaustion, and emotional intelligence, which were modified to fit the coaching context. The result indicated that positive affectivity predicted 3 forms of emotional labor. In addition, coaches’ surface acting and genuine expression significantly predicted their emotional exhaustion. Furthermore, emotional intelligence moderated the relationship between surface acting and emotional exhaustion. These results reveal the important role of emotional labor on coaches’ well-being.     

Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”

Although it has often been presumed that jobs involving “people work” (e.g., nurses, service workers) are emotionally taxing (Maslach & Jackson, 1982), seldom is the emotional component of these jobs explicitly studied. The current study compared two perspectives of emotional labor as predictors of burnout beyond the effects of negative affectivity: job-focused emotional labor (work demands regarding emotion expression) and employee-focused emotional labor (regulation of feelings and emotional expression). Significant differences existed in the emotional demands reported by five occupational groupings. The use of surface-level emotional labor, or faking, predicted depersonalization beyond the work demands. Perceiving the demand to display positive emotions and using deep-level regulation were associated with a heightened sense of personal accomplishment, suggesting positive benefits to this aspect of work. These findings suggest new antecedents of employee burnout and clarify the emotional labor literature by comparing different conceptualizations of this concept.     

Infant emotion regulation: Relations to bedtime emotional availability,attachment security,and temperament

The present study examines the influences of mothers’ emotional availability toward their infants during bedtime, infant attachment security, and interactions between bedtime parenting and attachment with infant temperamental negative affectivity, on infants’ emotion regulation strategy use at 12 and 18 months. Infants’ emotion regulation strategies were assessed during a frustration task that required infants to regulate their emotions in the absence of parental support. Whereas emotional availability was not directly related to infants’ emotion regulation strategies, infant attachment security had direct relations with infants’ orienting toward the environment and tension reduction behaviors. Both maternal emotional availability and security of the mother–infant attachment relationship interacted with infant temperamental negative affectivity to predict two strategies that were less adaptive in regulating frustration.     

A Multilevel Analysis of Relationships Between Leaders' and Subordinates' Emotional Intelligence and Emotional Outcomes

The present study examined relationships between leaders' emotional intelligence (EI) and subordinates' emotion and work attitudes and between leaders' and subordinates' EI and work outcomes. School directors and educators completed measures of EI, affect at work, job satisfaction, and burnout. A series of multilevel analyses found that leaders' use of emotion was positively related to subordinates' work emotionality and attitudes, whereas leaders' emotion regulation and self‐emotion appraisal were negatively related to subordinates' emotion and work attitudes. Leaders' and subordinates' own EI was positively related to their own work emotionality and job satisfaction. These findings support a social interactionist perspective on emotions at work and a multilevel understanding of the effects of leaders' emotions intrapersonally and interpersonally.     

Factor structure of the Korean version of Wong and Law's Emotional Intelligence Scale

This study reports the factor structure of a Korean version of the 16-item Wong and Law Emotional Intelligence Scale (WLEIS) for a sample of 161 Korean university students. Confirmatory factor analysis supported the four-factor model of the WLEIS: (1) self-emotional appraisal, (2) others' emotional appraisal, (3) use of emotion, and (4) regulation of emotion. However, improvement of the model fit after removing three items suggests the need for future research on the cross-cultural measurement invariance of the WLEIS.     

Teachers’ emotions and emotion management: integrating emotion regulation theory with emotional labor research

While the similarities between emotion regulation (Gross in J Personal Soc Psychol 74:224–237, 1998a) and emotional labor (Hochschild in The managed heart: commercialization of human feeling. University of California Press, Berkeley, 1983) have been theoretically discussed, empirical research on their relation is lacking. We examined the relations between the two constructs as well as their relations with teachers’ discrete emotions in a sample of 189 secondary school teachers. The results showed that reappraisal correlated positively with deep acting, whereas suppression correlated positively with surface acting. The findings further suggest that reappraisal and deep acting are linked to experiencing positive emotions, whereas suppression and surface acting are linked to experiencing negative emotions. However, there also were some differences in how emotion regulation and emotional labor were related to teachers’ discrete emotional experiences. Specifically, reappraisal and deep acting strategies were positively related to enjoyment; in addition, deep acting was negatively related to negative emotions such as anxiety, anger, and frustration. By contrast, suppression and surface acting strategies were positively associated with negative emotions (i.e., suppression with anxiety; surface acting with anxiety, anger, and frustration), and surface acting was negatively associated with the positive emotion enjoyment. Implications for integrating research on teachers’ emotion regulation and emotional labor are discussed.     

情绪劳动与抑郁及焦虑的关系：情绪耗竭的中介作用

本研究探讨情绪劳动与抑郁、焦虑的关系,着力考察情绪耗竭在二者之间的中介作用。采用情绪劳动量表、情绪耗竭量表和SCL-90对328名零售业员工进行调查。结果表明：表面行为与情绪耗竭、抑郁及焦虑没有显著相关;深度行为对情绪耗竭、抑郁及焦虑有显著的负预测作用;情绪耗竭在情绪劳动与抑郁及焦虑之间起完全中介作用。     

Emotional labor among trainee police officers: The interpersonal role of positive emotions

The aim of this study is to get an insight of the interpersonal process of emotional labor, and the role of positive emotions in the interaction between the sender and receiver, while taking both the perspective of the sender and the receiver into account. We tested the influence of the perceived display of positive emotions of Dutch trainee police officers (N?=?80) during an interaction with offenders on perceived authenticity and perceived performance success, incorporating the senders’ emotion regulation technique (i.e., deep acting and surface acting). Consistent with hypotheses, results of structural equation modeling analyses showed that perceived authenticity mediates the relationship between the perceived display of positive emotions and perceived performance success, while the specific senders’ emotion regulation technique was not related to perceived performance success. Furthermore, results showed that perceived performance success mediated the relationship between the perceived display of positive emotions and senders’ felt positive emotions after the interaction, controlling for senders’ positive affect.     

Emotional Competence as a Mediator of the Relationship Between Internet Addiction and Negative Emotion in Young Adolescents in Hong Kong

Excessive use of the Internet in adolescents has been consistently found associated with multiple health concerns, especially negative emotions, and adversely affected one’s quality of life. While emotional competence is considered an important protective factor for youth development, its role in the relationship between Internet addiction and negative mental health outcomes has not been thoroughly investigated. The present study tested the mediation vs. moderation effects of emotional competence in the relation between Internet addiction and negative emotion in young adolescents based on 404 Hong Kong secondary school students (age = 12.4 ± 0.8 years). The results of structural equation modeling supported the mediation effect of emotional competence, but not its moderation effect. Internet addiction has both a direct influence on adolescents’ negative emotions, and an indirect effect through decreasing emotional competence. In particular, regulation of emotion appeared to be the only emotional competence dimension that mediates the relationship between Internet addiction and negative emotions. The findings suggest the importance of promoting emotional regulation competence to improve the quality of life of adolescents with Internet addiction problems.

     

Emotions naturally and laboriously expressed: Antecedents,consequences, and the role of valence

The emotion regulation literature has focused primarily on comparing the methods of surface acting and deep acting, yet scholars have also noted the importance of naturally felt emotions as a means for achieving a desired emotional display. The literature has also mainly examined positive displays, yet there are many situations that call for the display of negative emotions. To advance theory and research, we draw from theory on central principles of approach/avoidance motivation to understand why an individual would choose a given emotional display method, as well as the extent to which a given method is beneficial versus harmful to individuals. In doing so, we identify the valence of the emotion being displayed as a critical factor influencing the benefits and detriments of emotional display methods. Results of a 3-week experience-sampling study of 218 employees revealed that mood was associated with the natural display of positive emotion, promotion focus was associated with deep acting, and prevention focus was associated with surface acting. In positive display contexts, displaying emotion naturally was most beneficial (in terms of effects on emotional exhaustion, job satisfaction, and work withdrawal), whereas surface acting was most detrimental. In negative contexts, this relationship pattern was reversed.     

A Meta‐Analytic Structural Model of Dispositonal Affectivity and Emotional Labor

The exponential growth of the service economy has increased the attention that organizational researchers have paid to the concept of emotional labor. Although much progress has been made in the field, few studies have provided an integrated picture of how individual dispositions, perceived display rules, and emotional labor behaviors shape employee outcomes. To clarify and compare results across this growing body of literature, a quantitative review was developed, along with a theoretically derived path diagram of key emotional labor constructs. Evidence from our structural meta‐analytic model based on 116 primary studies demonstrates that examining affective dispositions and emotional labor constructs and the pattern of positive and negative results helps to clarify and add specificity to the literature. Results were consistent with the perspective that surface acting emotion regulation strategies have a pattern of negative relationships with work outcomes of job satisfaction and stress/exhaustion (but not with job performance), whereas deep acting emotion regulation strategies have a pattern of positive relationships with all of these work outcomes.     

Lesson of emotions in the family: The role of emotional intelligence in the relation between filial piety and life satisfaction among Taiwanese college students

This study investigated the relationships between reciprocal filial piety beliefs, emotional intelligence, and life satisfaction among Taiwanese young adults. A total of 481 college students from Taiwan were recruited for the study. Structural equation modelling was employed to analyze the data. The analysis produced the following results. First, reciprocal filial piety was positively related to all of the four types of emotional intelligence: self‐emotional appraisal (SEA), others' emotional appraisal (OEA), regulation of emotion (ROE), and use of emotion (UOE). Second, both ROE and UOE had a positive association with life satisfaction whereas SEA and OEA had a nonsignificant association with life satisfaction. Third, the two types of emotional intelligence, ROE and UOE, mediated the relation between reciprocal filial piety and young adults' life satisfaction. The findings suggest that reciprocal filial piety, representing high‐quality interaction between children and parents, can facilitate individuals' ability to control and use their emotions, which in turn improves their life satisfaction.     

Perceiving Affective Content in Ambiguous Visual Stimuli: A Component of Emotional Intelligence

Emotional intelligence involves the accurate appraisal and expression of emotions in oneself and others and the regulation of emotion in a way that enhances living. One aspect of emotional intelligence is the ability to recognize the consensually agreed upon emotional qualities of objects in the environment. One hundred thirty-nine adults viewed 18 reproductions of faces, color swatches, and abstract designs and rated the emotional content of these visual stimuli. Three scores were extracted, including consensual accuracy, amount, and range of emotion perceived. These scores were compared with other aspects of emotional intelligence such as empathy and related to constructs such as alexithymia and neuroticism. A general ability to perceive consensual emotional content in visual stimuli was found, and it was most strongly associated with the ability to respond empathically to others.     

Spillover Effects of Emotional Labor in Customer Service Encounters Toward Coworker Harming: A Resource Depletion Perspective

This research examines how the implications of emotional labor can transfer from customer encounters to coworker interactions using temporally lagged data from a sample of frontline service employees. The results show that surface acting in customer service encounters is positively, and deep acting is negatively, related to ego depletion. Employees’ ego depletion, in turn, is positively associated with their interpersonally harmful behavior toward coworkers. Hence, ego depletion appears as a mediating variable that translates the implications of distinct emotional labor strategies into coworker harming. Moreover, emotion regulation self‐efficacy moderates the role of surface acting. The positive indirect relationship between surface acting and coworker harming, via ego depletion, is buffered among employees with higher emotion regulation self‐efficacy. These findings shed new light on the complex and far‐reaching consequences of emotional labor. We demonstrate the relevance of emotional labor to third parties not directly involved in customer service encounters and highlight important mediators and boundary conditions of these indirect relations.     

The primacy of perceiving: emotion recognition buffers negative effects of emotional labor

There is ample empirical evidence for negative effects of emotional labor (surface acting and deep acting) on workers' well-being. This study analyzed to what extent workers' ability to recognize others' emotions may buffer these effects. In a 4-week study with 85 nurses and police officers, emotion recognition moderated the relationship between emotional labor and work engagement: Workers with high emotion recognition engaging in emotional labor did not report lower work engagement after 4 weeks, whereas those with low emotion recognition did. These effects pertained to both surface and deep acting. The results suggest that emotional labor be not necessarily detrimental to workers' engagement. Instead, the impact of emotional labor hinges upon workers' ability to correctly identify interaction partners' emotions.     

员工负性情绪对情绪劳动策略的影响

情绪劳动指的是员工在工作中按照组织的要求来调节自己的情绪感受和表达, 是服务行业普遍关注的问题。本研究基于自我调节理论(Self-Regulation Theory), 探讨了员工个体内负性情绪对情绪劳动策略的影响效应, 以及个体间水平上员工工作年限和情绪智力对该效应的跨层次调节作用。通过分析收集自210名呼叫中心员工14个工作日的追踪数据, 本研究发现员工每天的负性情绪显著抑制了深层动作; 工作年限和情绪智力显著调节了个体内负性情绪对情绪劳动策略的影响效应。数据分析结果支持了情绪劳动的研究中自我调节理论的作用, 本研究也据此讨论了理论意义和实践应用价值。     

Ability Emotional Intelligence Predicts Quality of Life beyond Personality,Affectivity, and Cognitive Intelligence

The current study explored the incremental validity of the ability emotional intelligence test to predict suicidal ideation (a subjective indicator of Quality of Life) beyond the ‘Big Five’ personality dimensions, affectivity, and general cognitive ability in a sample of 184 university students (mean age 29.50 years). Hierarchical regression analyses revealed that after controlling for demographic variables, the Big Five personality traits, affectivity, and the cognitive intelligence, the block of ability emotional intelligence scores explained a statistically significant increment of variance in suicidal ideation. It is noteworthy that the predictive power of the ability emotional intelligence appeared to be mostly due to the contribution of its two branch scores–regulation of emotion and understanding of emotion. Findings are discussed with reference to emotional intelligence theory and suicidal behaviors.