Book chapter
Synthesizing What We Know and Looking Ahead: A Meta-Analytical Review of 30 Years of Emotional Labor Research
What Have We Learned? Ten Years On, pp.15-43
Research on Emotion in Organizations, v. 7, Emerald
2011
DOI: 10.1108/S1746-9791(2011)0000007006
Abstract
The purpose of the current chapter is to meta-analytically examine the nomological network around emotional labor. The results show that negative display rules, high level of job demand, frequent contacts with customers, and lack of autonomy and social support are significantly related to surface acting, whereas display rules, opportunities to display various emotions, and frequent, intensive, and long time contacts with customers are significantly related to deep acting. Further, people high on negative affectivity and neuroticism are more likely to surface act, whereas people high on positive affectivity and extraversion are more likely to deep act. In addition, surface acting is mainly associated with undesirable work outcomes, whereas deep acting is mainly related to desirable work outcomes.
Details
- Title: Subtitle
- Synthesizing What We Know and Looking Ahead: A Meta-Analytical Review of 30 Years of Emotional Labor Research
- Creators
- Gang Wang - University of IdahoScott E. Seibert - University of IowaTerry L. Boles - University of Iowa
- Contributors
- CEJ Hartel (Editor)N M Ashkanasy (Editor)W J Zerbe (Editor)
- Resource Type
- Book chapter
- Publication Details
- What Have We Learned? Ten Years On, pp.15-43
- Series
- Research on Emotion in Organizations; v. 7
- DOI
- 10.1108/S1746-9791(2011)0000007006
- ISSN
- 1746-9791
- Publisher
- Emerald; Bingley
- Number of pages
- 29
- Language
- English
- Date published
- 2011
- Academic Unit
- Management and Entrepreneurship
- Record Identifier
- 9984962550402771
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