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. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Willing and able to fake emotions: A closer examination of the link between emotional dissonance and employee well-being.

Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on Festinger's (1957) cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the self-competence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Emotional display rules as work unit norms: A multilevel analysis of emotional labor among nurses.

Emotional labor theory has conceptualized emotional display rules as shared norms governing the expression of emotions at work. Using a sample of registered nurses working in different units of a hospital system, we provided the first empirical evidence that display rules can be represented as shared, unit-level beliefs. Additionally, controlling for the influence of dispositional affectivity, individual-level display rule perceptions, and emotion regulation, we found that unit-level display rules are associated with individual-level job satisfaction. We also showed that unit-level display rules relate to burnout indirectly through individual-level display rule perceptions and emotion regulation strategies. Finally, unit-level display rules also interacted with individual-level dispositional affectivity to predict employee use of emotion regulation strategies. We discuss how future research on emotional labor and display rules, particularly in the health care setting, can build on these findings. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Emotion regulation in customer service roles: Testing a model of emotional labor.

The study used a time-sampling method to test aspects of A. Grandey's (2000) emotion regulation model of emotional labor. Eighteen customer service employees from a call center recorded data on pocket computers every 2 hr at work for 2 weeks. Participants completed ratings of emotion regulation, events, expressed and felt emotions, well-being, and performance on 537 occasions and completed questionnaires containing individual and organizational measures. Multilevel analyses supported many aspects of the model but indicated that it has to be implemented precisely in terms of regulating emotion for organizational goals. Results also showed that deep and surface acting had different consequences for employees. Overall, the study found that emotion regulation is a viable platform for understanding emotional labor. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

When clerks meet customers: A test of variables related to emotional expressions on the job.

Interactions between 1,319 sales clerks and customers were observed. Clerk emotional behavior (Rafaeli & Sutton, 1987), clerk sex, wearing a smock and a name tag, the presence of other clerks or other customers, and customer sex were coded. As predicted, female clerks displayed positive emotions more frequently than male clerks, suggesting that sex role socialization may generalize to behavior at work. Male clients, however, received more positive emotional expressions than female clients, suggesting that individuals of both genders attribute higher status to men. Clerks were more likely to display positive emotions when wearing a uniform, suggesting that an organizational identifier such as a smock or name tag may increase an employee's self-awareness. Consistent with Sutton & Rafaeli (1987), clerks were less likely to display positive emotions if a line of customers or a coworker was present. No relationship was observed between work shift (time of day) and the display of positive emotions. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Longitudinal effects of emotional labour on emotional exhaustion and dedication of teachers.

A great number of teachers find teaching fulfilling and are dedicated to it, but others feel emotionally exhausted, indicating that the interaction with pupils can be emotionally demanding. Emotional labor was shown to play an important role for the health of teachers. In a full two-wave longitudinal study over the period of 1 year, the effect of emotional labor on emotional exhaustion and dedication of 102 teachers was investigated. Teachers who were able to influence their emotions to feel the emotion appropriate in a situation (so called deep acting) felt significantly less emotionally exhausted after 1 year. From this result, deep acting can, thus, be characterized as health-beneficial. Once teachers felt emotionally exhausted, they used more surface acting. More dedicated teachers, on the contrary, did neither engage more in deep acting nor in surface acting at Time 2. This indicates that those teachers who are dedicated to teaching seem less likely to act. To prevent emotional exhaustion of teachers, the development of interventions to promote health-beneficial emotional labor is necessary. This can be achieved by fostering deep acting, which reduces emotional exhaustion over longer periods of time. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Emotional labor in American professors.

An online survey was conducted on a national sample of United States professors to examine emotional labor and its relationship to work outcomes. Participants were queried on genuine, faking, and suppressing emotional expression facets of emotional labor, as well as emotional exhaustion, job satisfaction, and affective commitment. The sample of 598 included 71 instructors, 177 assistant professors, 168 associate professors, and 182 professors. A path analysis was conducted testing two models of emotional labor. Results supported a model indicating significant direct relationships between emotional labor, emotional exhaustion, and job satisfaction. Additionally, the relationship between emotional labor and affective commitment was mediated by emotional exhaustion and job satisfaction. Genuine positive expression was the only emotional labor variable to have significant direct relationships with all outcomes. For U.S. faculty, the experience of emotional labor was related to several work attitudes. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Patterns of appraisal and emotion related to taking an exam.

Recent research has suggested strong relations between characteristic patterns of appraisal along emotionally relevant dimensions and the experience of specific emotions. However, this work has relied primarily upon ratings of remembered or imagined past events associated with the experience of relatively pure emotions. The present investigation is an attempt to examine cognitive appraisals and emotions during an emotional event in which subjects experience complex emotional blends. Subjects described both their cognitive appraisals and their emotional states just before taking a college midterm examination and, again, immediately after receiving their grades on the exam. Analysis of the ratings revealed that at both times the majority of subjects who felt emotion experienced complex blends of two or more emotions. Correlation and regression analyses indicated that even in the context of these blends, patterns of appraisal, highly similar to those discovered in our earlier research on remembered emotions (Smith & Ellsworth, 1985), characterized the experience of emotions as they were actually felt. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Discrepancy-based and anticipated emotions in behavioral self-regulation.

Discrepancies between one's current and desired states evoke negative emotions, which presumably guide self-regulation. In the current work we evaluated the function of discrepancy-based emotions in behavioral self-regulation. Contrary to classic theories of self-regulation, discrepancy-based emotions did not predict the degree to which people engaged in self-regulatory behavior. Instead, expectations about how future self-discrepancies would make one feel (i.e., anticipated emotions) predicted self-regulation. However, anticipated emotions were influenced by previous discrepancy-based emotional experiences, suggesting that the latter do not directly motivate self-regulation but rather guide expectations. These findings are consistent with the perspective that emotions do not necessarily direct immediate behavior, but rather have an indirect effect by guiding expectations, which in turn predict goal-directed action. (PsycINFO Database Record (c) 2011 APA, all rights reserved)     

Reducing the negative effects of emotion work in service occupations: Emotional competence as a psychological resource.

Although emotion work and emotional competence focus on similar processes, there has been a lack of integration between the 2 concepts. Emotion work is the regulatory effort to express organizationally desired emotions, whereas emotional competence encompasses skills that focus on how people deal with and regulate their own affect and that of others. The general hypothesis of this study was that emotional competence can be regarded as an important personal resource in emotion work because it moderates the relationships between work characteristics, emotional dissonance, and outcome variables. Eighty-four service employees completed a questionnaire on their working conditions and their well-being. In addition, peer ratings for emotional competence were completed. The authors found that emotional competence moderated most of the proposed relationships between work characteristics and emotional dissonance, between emotional dissonance and outcome variables, and between work characteristics and outcome variables. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Angry, guilty, and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms.

This study drew on fairness theory and affective events theory to explain why individuals' emotional labor is impacted by injustice extended toward coworkers by their customers. Pairs of participants worked side by side as customer-service representatives for a simulated organization. They interacted with fair/unfair customers as well as observed face-to-face service encounters between their coworker and fair/unfair customers. Results indicated that participants' emotional labor increased both as a result of unfairness directed toward themselves as well as toward their coworkers. These effects were mediated by both discrete emotions and fairness-related counterfactual thinking and were significant even when the participants themselves had been treated fairly. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The pro-protein convertase PC1 is induced in the transected sciatic nerve and is present in cultured Schwann cells: comparison with PC5, furin and PC7, implication in pro-BDNF processing

Emotional dissonance, or person-role conflict originating from the conflict between expressed and experienced emotions, was examined. The study was based on a reconceptualization of the emotional labor construct, with dissonance as a facet rather than a consequence of emotional labor. The effects of emotional dissonance on organizational criteria were isolated, thereby explaining some of the conflicting results of earlier studies. Empirically, job autonomy and negative affectivity as antecedents of emotional dissonance, and emotional exhaustion and job satisfaction as consequences of emotional dissonance, were explored. Self-monitoring and social support were tested as moderators of the emotional dissonance-job satisfaction relationship. Significant relationships with job autonomy, emotional exhaustion, and job satisfaction were found. Social support significantly moderated the emotional dissonance-job satisfaction relationship.     

Episodic processes in emotional labor: Perceptions of affective delivery and regulation strategies.

This study examined emotional labor processes from a within-person, episodic framework. The authors hypothesized that the influence of negative emotions on affective delivery would be lessened by regulation strategies for supervisor perceptions but not self-perceptions. In addition, difficulty maintaining display rules was hypothesized to mediate the relation between negative emotions and self-perceptions of affective delivery. Finally, the influence of surface acting strategies on these processes as well as correlations with individual differences was investigated. Hypotheses were tested using ecological momentary assessment of a sample of cheerleading instructors. Results suggest that surface actors can regulate emotions effectively on an episode-to-episode basis but find the episode more difficult. In addition, surface actors exhibit more general tendencies to devalue themselves and experience fewer positive emotions. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Gender and depressive symptoms: Parents' sharing of instrumental and expressive tasks when their children are young.

The impact of division of labor, including emotional work, on levels of depressive symptoms was examined. A self-selected sample of 102 middle-class couples with at least 1 child under 5 years of age completed questionnaires. Women's depressive symptoms were predicted by emotional work, as well as by appraisal of conflict between a division of labor that would suit themselves and a division that would be best for the family. Men's depressive symptoms were predicted by their spouse's disagreement with their estimate of how much housework they performed. Depressive symptoms for both men and women were associated with discrepancies between premarital expectations and the current division of labor. Focus on division of labor, especially sharing of emotional work, is recommended for treating depression. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Business or pleasure? Utilitarian versus hedonic considerations in emotion regulation.

It is widely accepted that emotions have utilitarian as well as hedonic consequences. Nevertheless, it is typically assumed that individuals regulate emotions to obtain hedonic, rather than utilitarian, benefits. In this study, the authors tested whether individuals represent the utility of pleasant and unpleasant emotions and whether they would be motivated to experience unpleasant emotions if they believed they could be useful. First, findings revealed that participants explicitly viewed approach emotions (e.g., excitement) as useful for obtaining rewards, but viewed avoidance emotions (e.g., worry) as useful for avoiding threats. Second, this pattern was replicated in implicit representations of emotional utility, which were dissociated from explicit ones. Third, implicit, but not explicit, representations of emotional utility predicted motives for emotion regulation. When anticipating a threatening task, participants who viewed emotions such as worry and fear as useful for avoiding threats preferred to engage in activities that were likely to increase worry and fear (vs. excitement) before the task. These findings demonstrate that utilitarian considerations play an important, if underappreciated, role in emotion regulation. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

The role of positive and negative emotions in life satisfaction judgment across nations.

This study examined how the frequency of positive and negative emotions is related to life satisfaction across nations. Participants were 8,557 people from 46 countries who reported on their life satisfaction and frequency of positive and negative emotions. Multilevel analyses showed that across nations, the experience of positive emotions was more strongly related to life satisfaction than the absence of negative emotions. Yet, the cultural dimensions of individualism and survival/self-expression moderated these relationships. Negative emotional experiences were more negatively related to life satisfaction in individualistic than in collectivistic nations, and positive emotional experiences had a larger positive relationship with life satisfaction in nations that stress self-expression than in nations that value survival. These findings show how emotional aspects of the good life vary with national culture and how this depends on the values that characterize one's society. Although to some degree, positive and negative emotions might be universally viewed as desirable and undesirable, respectively, there appear to be clear cultural differences in how relevant such emotional experiences are to quality of life. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Repression at encoding: Discrete appraisals of emotional stimuli.

In previous research, the emotions associated with repressors' memorial representations were found to be more discrete than those associated with nonrepressors'. In each of the 3 experiments reported here, repressive discreteness was apparent in repressors' appraisals of emotional stimuli at the time they were encoded. In 1 experiment, Ss appraised individual facial expressions of emotion. Repressors judged the dominant emotions in these faces as no less intense than did nonrepressors, but they appraised the blend of nondominant emotions as less intense than did nonrepressors. In the remaining 2 experiments, Ss appraised crowds of emotional faces as well as crowds of geometric shapes. In both crowd experiments, the repressive discreteness was evident in appraisals of crowds of emotional faces but not in appraisals of crowds of geometric shapes. The repressive discreteness effect did not appear to reflect a general repressor–nonrepressor difference in the appraisal of stimulus features. Rather, the results suggested that repressive discreteness may be constrained to appraisals of emotions. (PsycINFO Database Record (c) 2010 APA, all rights reserved)     

Contextualizing emotional exhaustion and positive emotional display: The signaling effects of supervisors’ emotional exhaustion and service climate.

In this study, we investigated how supervisors’ emotional exhaustion and service climate jointly influence the relationship between subordinates’ emotional exhaustion and their display of positive emotions at work. Using data from frontline sales employees and their immediate supervisors in a fashion retailer, we hypothesized and found that under the condition of a less positive service climate, subordinates’ emotional exhaustion was more negatively related to their positive emotional display when supervisors’ emotional exhaustion was higher rather than lower; this interaction effect of subordinates’ and supervisors’ emotional exhaustion was not significant in a more positive service climate. These results suggest that service climate and supervisors’ emotional exhaustion provide emotionally exhausted employees with important information cues about the possible availability of compensatory resources they need to uphold their efforts to display service-focused emotions. (PsycINFO Database Record (c) 2010 APA, all rights reserved)