Emotional Intelligence as a Moderator of Affectivity/Emotional Labor and Emotional Labor/Psychological Distress Relationships

Emotional labor refers to effort, planning, and control required to display organizationally desired emotions during interpersonal transactions and performed by individuals either through deep acting or surface acting. Deep acting refers to the modification of inner feeling in order to express the organizationally desired emotions, whereas surface acting refers to the change of emotional expression without facilitating the change of inner emotional state. The authors examined the moderating role of emotional intelligence dimensions (self-emotional appraisal; others’ emotional appraisal, use of emotion, and regulation of emotion) in the affectivity (a general positive or negative tendency to experience a particular mood)-emotional labor and emotional labor-psychological distress relationships among 210 university teachers. Specifically, we found that (a) regulation of emotion was a particularly important emotional intelligence dimension in influencing the use of deep acting, both directly and indirectly through the interaction with negative affectivity; (b) positive affectivity emerged as an important affectivity dimension in influencing the use of deep acting both directly and indirectly through the interaction with self-emotional appraisal; (c) negative affectivity was a particularly important affectivity dimension in influencing the use of surface acting, both directly and indirectly through its interaction with emotional intelligence dimensions of self-emotional appraisal and use of emotion; and finally (d) regulation of emotion interacted with deep acting to influence the psychological distress arising from EL requirements.     

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.     

The dimensionality and antecedents of emotional labor strategies

This investigation had two purposes. The first was to determine whether the display of naturally felt emotions is distinct from surface acting and deep acting as a method of displaying organizationally desired emotions. The second purpose was to examine dispositional and situational antecedents of surface acting, deep acting, and the expression of naturally felt emotions. Results supported a three-dimensional structure separating deep acting, surface acting, and the expression of naturally felt emotions. In addition, the dispositional and situational variables exhibited theoretically consistent and distinct patterns of relationships with the three emotional labor strategies. Overall, the results of this study expand the nomological network of surface acting and deep acting and suggest that the expression of naturally felt emotions is a distinct strategy for displaying emotions at work and should be included in research on emotional labor.     

情绪劳动策略对主动破坏行为的影响

如何开展员工情绪劳动管理,避免负面行为结果,是服务行业面对的重要问题。以788名呼叫中心员工为研究对象,本文获得的结果表明:1)表层动作显著促进主动破坏行为,而深层动作的影响不显著。2)政策强度感知显著调节表层动作与主动破坏行为间关系;当政策强度感知较低时,表层动作对主动破坏行为的正向影响更为显著。3)情感社会分享显著调节深层动作与主动破坏行为间关系;当情感社会分享水平较高时,深层动作对主动破坏行为的负向影响更为显著。本研究从资源保存视角提出工作场所开展情绪劳动管理的有效策略。     

Relation Between Emotional Labor and Organizational Citizenship Behavior: An Investigation Among Chinese Teaching Professionals

This study examined the association between emotional labor and organizational citizenship behavior (OCB) and the mediation of work engagement in this relationship. A total of 264 teachers in Mainland China were recruited for this study. Bivariate correlation showed that both deep acting and the expression of naturally felt emotion were positively related to the two dimensions of OCB, namely, OCB toward the individual (OCBI) and OCB toward the organization (OCBO), whereas surface acting was not related to the OCB dimensions. Work engagement was also positively associated with both OCB dimensions. Regression results showed that work engagement partially mediated the relation between deep acting and OCBO, and that between the expression of naturally felt emotion and OCBI. Work engagement also fully mediated the association between deep acting and OCBI, and that between the expression of naturally felt emotion and OCBO. In light of these findings, strategies that encourage employees to display emotions consistent with their inner experience were discussed.     

权变视角下的情绪劳动:调节变量及其作用机制

调节变量是近年来情绪劳动研究关注的重点问题之一。实证研究显示,反映员工个体特征、工作情境特征的多组变量以及文化情境对情绪劳动效应具有显著的调节作用。权变视角下的情绪劳动研究发现:(1)展现规则在组织、行业、文化三个不同水平影响个体在工作场所的情绪表达;(2)表层扮演潜在的消极效应可以借助个体内在的保护机制或通过组织管理干预被削弱、消除,甚至是转化为积极的力量;(3)深层扮演的积极效应具有较高的跨人群、跨情境稳定性;(4)文化情境对情绪劳动作用过程具有重要的约束作用。在一定条件下,情绪劳动要求、情绪劳动行为都可以成为有益于员工的组织生活要素。     

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。     

中小学教师情绪工作策略及特性与工作满意度的关系研究

以情绪工作的资源守恒为理论基础, 通过问卷调查, 探讨了368名中小学教师情绪工作策略及其特性与工作满意度的关系。结果发现:①表面行为策略与工作满意度负相关显著, 主动深度行为策略和被动深度行为策略与工作满意度正相关显著。②情绪表达多样性和持久性与工作满意度负相关显著, 并与表面行为策略成正相关显著, 与被动深度行为策略负相关显著;③表面行为策略在情绪表达多样性对工作满意度的影响起部分中介作用, 被动深度行为策略在情绪表达多样性对工作满意度的影响中起完全中介作用。     

Reappraising faces: effects on accountability appraisals,self-reported valence,and pupil diameter

Many of our emotions arise in social contexts, as we interact with and learn about others. What is not yet clear, however, is how such emotions unfold when we either react to others or attempt to regulate our emotions. To address this issue, 30 healthy volunteers reacted to or reappraised positive or negative information that was paired with neutral faces. While they were doing this task, we assessed pupillary responses. We also asked participants to provide ratings of accountability and experienced emotion. Findings indicated that appraised accountability increased in response to emotional information, and changes in accountability were associated with commensurate changes in valence reports and increased pupil diameter. During reappraisal, accountability and emotion decreased, but pupil diameter increased. The findings highlight the importance of accountability appraisals during the generation and regulation of emotional reactions to others, while also documenting pupillary increases during emotional reactivity and regulation.     

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.     

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.     

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.     

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.     

特质应对与展现规则对情绪劳动的影响

采用2×3组间设计, 检测特质应对(积极与消极)与展现规则(积极、消极、无规则)对情绪劳动的影响。结果表明, 积极应对引起更多深层动作; 积极规则下出现较少表层扮演(与消极应对比)。积极和消极规则都引起较多深层和表层动作。积极应对在积极规则下表层扮演较少(与消极规则比); 消极应对在积极规则下表层扮演较多(与消极规则比)。研究提示, 特质情绪性可能是调节展现规则与情绪劳动关系的重要原因。     

Age and emotional experience during mutual reminiscing

In the present article, the authors examined age differences in the emotional experiences involved in talking about past events. In Study 1, 129 adults in an experience-sampling study reported whether they were engaged in mutual reminiscing and their concurrent experience of positive and negative emotion. Their experiences of positive and negative emotion during mutual reminiscing were compared with emotional experience during other social activities. Age was associated with increasing positive emotion during mutual reminiscing. In Study 2 (n = 132), the authors examined emotions during reminiscing for specific positive and negative events. In this case, age was associated with improved emotional experiences but only during reminiscing about positive experiences. Findings are discussed in terms of socioemotional selectivity theory and the literature on reminiscence and life review.     

Antecedents of mothers' emotional and cognitive responses to infant distress: The role of family,mother, and infant characteristics

The antecedents of mothers' emotional and cognitive responses to infant distress were examined. Participants were 67 mothers and their infants. Mothers completed questionnaires assessing their experiences in the family of origin and current marital relationships both pre‐ and postnatally and their coping strategies prenatally. Infant temperament was observed at 6 months, and mothers were interviewed about their emotional and cognitive responses to infant distress 2 years later to assess their emotional competencies (i.e., accurate identification of negative emotions, emotion efficacy, emotional responses to infant distress, and emotion goals). A childhood history of emotional rejection was negatively associated with empathy and efficacy and positively associated with negative emotions. The association between childhood history and some emotional competencies was moderated by current marital dysfunction, engaged coping, and positive intervening relationships. Maternal marital styles and coping strategies and infant temperament correlated with emotional competencies. Theoretical and clinical implications are discussed from an attachment theory perspective.     

The relationship between momentary emotions and well-being across European Americans,Hispanic Americans,and Asian Americans

Cultural differences in the emphasis on positive and negative emotions suggest that the impact of these emotions on well-being may differ across cultural contexts. The present study utilised a momentary sampling method to capture average momentary emotional experiences. We found that for participants from cultural contexts that foster positive emotions (European Americans and Hispanic Americans), average momentary positive emotions predicted well-being better than average momentary negative emotions. In contrast, average momentary negative emotions were more strongly associated with well-being measures for Asian Americans, the group from a cultural context that emphasises monitoring of negative emotions. Furthermore, we found that acculturation to American culture moderated the association between average momentary positive emotions and well-being for Asian Americans. These findings suggest the importance of culture in studying the impact of daily emotional experiences on well-being.     

Emotional Responses to Disfigured Faces: The Influences of Perceived Anonymity,Empathy, and Disgust Sensitivity

Two experiments investigated self-reported emotional reactions to photographs of people with attractive, unattractive, or structurally disfigured faces. In Experiment 1, participants viewing disfigured faces reported raised levels of sorrow and curiosity but not raised levels of negative emotions. In Experiment 2, there was more negative emotion and less positive emotion reported under conditions of relatively high anonymity, compared to low anonymity, specific to disfigured faces, suggesting that self-reports are influenced by social desirability. Trait empathy was associated with sorrow and negative emotions when viewing disfigured faces. Disgust sensitivity was associated with negative emotions and inversely associated with positive emotions.     

Knowing what you're feeling and knowing what to do about it: Mapping the relation between emotion differentiation and emotion regulation

Individuals differ considerably in their emotion experience. Some experience emotions in a highly differentiated manner, clearly distinguishing among a variety of negative and positive discrete emotions. Others experience emotions in a relatively undifferentiated manner, treating a range of like-valence terms as interchangeable. Drawing on self-regulation theory, we hypothesised that individuals with highly differentiated emotion experience should be better able to regulate emotions than individuals with poorly differentiated emotion experience. In particular, we hypothesised that emotion differentiation and emotion regulation would be positively related in the context of intense negative emotions, where the press for emotion regulation is generally greatest. To test this hypothesis, participants' negative and positive emotion differentiation was assessed using a 14-day diary protocol. Participants' regulation of negative and positive emotions was assessed using laboratory measures. As predicted, negative emotion differentiation was positively related to the frequency of negative emotion regulation, particularly at higher levels of emotional intensity.     

Rumination,emotional intensity and emotional clarity

It has been suggested that a high tendency to ruminate presents a deficient emotion regulation. Past research found that people with high tendency to ruminate show sustained attention for negative stimuli and increased negative thinking, which may result in intensified experiences of negative emotions. Moreover, high level of rumination was associated with low emotional understanding. Accordingly, we hypothesized (1) high ruminators (HR) experience more intense emotional reactions than low ruminators (LR) for negative but not positive emotions, (2) LR have higher emotional clarity than HR, and (3) there would be the same pattern of results for brooding but not for reflective pondering. Participants completed a demographic questionnaire, a rumination response style questionnaire, and the Beck Depression Inventory-II. They also rated emotional intensity and identified emotion type for scene pictures from the CAP-D (Categorized Affective Pictures Database). The highest (HR) and lowest (LR) quarters of ruminators were compared on levels of emotional intensity and emotional clarity. We found HR experienced negative emotions more intensely than LR, with no difference for positive emotions. In contrast to our hypothesis, the two groups did not differ in their emotion understanding. This pattern of results was found for brooding but not for reflective pondering. Our research sheds light on the mechanism underlying rumination and emotion regulation.