scholarly journals Emotional labor actors, well-being, and objective performance

2017 ◽  
Vol 30 (3) ◽  
pp. 393-413
Author(s):  
ChoonShin Park ◽  
JaeYoon Chang
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Well Being ◽  
The Other ◽  
Deep Acting ◽  
Combined Use ◽  
Objective Performance

To manage the emotional labor demands, employees may primarily rely on one strategy or the other while they may use surface and deep acting in conjunction. However, most research on emotional labor have investigated how two emotional labor strategies function to predict employee well-being separately. This variable-centered perspective is difficult to capture subpopulations of employees who may differ in their combined use of surface and deep acting. Using latent profile analysis, the current study examined potential emotional labor profiles from a person-centered perspective. We identified 5 emotional labor profiles: trying yet faking, some faking, high deep actors, high regulators, and moderates. Also this profiles differently predicted employee well-being (emotional exhaustion and job satisfaction) and objective performance (new sales and member increase). The present study captured the particular conditions in which emotional labor may lead to positive or negative outcomes for employees and organizations.

Emotional Labor and Occupational Well-Being

2015 ◽  
Vol 36 (1) ◽  
pp. 30-37 ◽  
Author(s):  
Francis Cheung ◽  
Vivian Miu-Chi Lun
Keyword(s):  
Job Satisfaction ◽  
Emotional Labor ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Well Being ◽  
Surface Acting ◽  
Job Outcomes ◽  
Behavioral Profile ◽  
Person Centered Approach ◽  
Different Levels

In the last three decades, emotional labor has been conceptualized as comprising three strategies, namely, surface acting, deep acting, and expression of naturally felt emotion. Research suggested that each emotional labor strategy relates differently to various health and job outcomes, such as burnout and job satisfaction. These findings and the conclusions drawn are predicated on compartmentalized treatment of the three strategies. A fundamental yet unresolved question concerns whether employees adopt more than one type of emotional labor in the workplace. In this study, we adopted latent profile analysis (LPA) to examine the behavioral profile (i.e., class) of employees’ deployment of emotional labor strategies and how these profiles relate to job satisfaction and burnout. Three latent classes were identified, and the results showed that employees with these different profiles reported significantly different levels of job satisfaction and burnout. These results provide support to a person-centered approach to understand the outcomes of performing emotional labor.

Sexual Identity Management Strategies and Occupational Well-Being: A Latent Profile Analysis

2019 ◽  
pp. 089484531985611
Author(s):  
Francis Cheung ◽  
Whywhy Chan
Keyword(s):  
Job Satisfaction ◽  
Depressive Symptoms ◽  
Sexual Identity ◽  
Emotional Exhaustion ◽  
Latent Profile Analysis ◽  
Identity Management ◽  
Profile Analysis ◽  
Well Being ◽  
Sexual Identity Management ◽  
Latent Profile

In this study, we adopted the latent profile analysis (LPA) to examine whether the sexual identity management profiles relate to different occupational well-being including job satisfaction, emotional exhaustion, and depressive symptoms. A total of 225 Hong Kong Chinese full-time employees were recruited online. Four profiles were identified, namely, passive ( n = 31), integration dominant ( n = 81), hiding ( n = 21), and balanced ( n = 92). Results suggest that integration-dominant employees tended to report higher job satisfaction but lower emotional exhaustion and depressive symptoms. In contrast, employees with hiding profiles (i.e., high on counterfeiting and avoidance but low on integration) reported the lowest job satisfaction and highest emotional exhaustion and depressive symptoms. The limitations and implications of this study were also discussed.

scholarly journals The relationships between emotional labor and job-related variables

2014 ◽  
Vol 27 (4) ◽  
pp. 683-717
Author(s):  
MoonSook Kim ◽  
YeSil Kim ◽  
Soonmook Lee
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Turnover Intention ◽  
Analytic Study ◽  
Future Research ◽  
Surface Acting ◽  
Deep Acting ◽  
Criterion Variables

The purpose of this study is to meta-analyze the relationships between the emotional labor and job-related variables such as burnout, turnover intention, job satisfaction, and organizational commitment among Korean emotional workers. In total, there were 11835 employees from 43 studies that were meta-analysed in the present study using Hunter and Schmidt(2004)’s and Borenstein et al.(2009)’s procedures. It was revealed that emotional labors, depending on whether they were surface acting or deep acting, have different relationships with criterion variables. That is, the surface acting was positively related with emotional exhaustion, depersonalization, and turnover intention. In contrast, the deep acting was negatively related with emotional depersonalization and positively related with organizational commitment. It was revealed that professionality of service was a thoretical moderator and source of papers was a methodological moderator. Comparing with a meta-analytic study in Western literature, it was shown that deep acting strategy would bring desirable results to organizations in terms of the relationships between emotional labors and criterion variables such as burnout, job satisfaction, and organizational commitment. Lastly, implications and limitations of the study, and directions for future research were discussed.

Emotional labor of customer service employees in China

2019 ◽  
Vol 10 (1) ◽  
pp. 2-16
Author(s):  
Yuyan Zhang ◽  
Alexandra Luong
Keyword(s):  
Job Satisfaction ◽  
Socioeconomic Status ◽  
Customer Service ◽  
Emotional Labor ◽  
Well Being ◽  
Surface Acting ◽  
Chinese Sample ◽  
Deep Acting ◽  
Content Type ◽  
Service Employees

Purpose The current study aims to examine the antecedents and outcomes of emotional labor strategies (i.e. surface acting and deep acting) among service employees in China. The study proposed employees’ perceived closeness with customers and customers’ socioeconomic status will predict deep acting and surface acting, respectively. It further examined the mediating role of emotional labor between perceived customer attributes and employee well-being (i.e. burnout and job satisfaction). Design/methodology/approach One hundred and one employees at a jewelry store in China completed a survey regarding their perceptions of customers, use of emotional labor and well-being (e.g. job satisfaction and burnout). Correlational and regression analyses were conducted to examine the predictors and outcomes of different emotional labor strategies. Findings Perceived closeness with the customer group predicted employees’ use of deep acting, whereas perceived customer socioeconomic status did not predict the use of surface acting. Deep acting was negatively related with burnout, whereas surface acting did not predict burnout. Deep acting mediated the relationship between perceived closeness with customers and burnout. Practical implications To maintain employee well-being, organizations can promote a service climate to enhance employees’ perceived relationship with customers. Originality/value The study specifies the interpersonal context in which employees use different emotional labor strategies; the perceived closeness with customers predicts less burnout via the use of more deep acting. This study also supplements the existing research on emotional labor based on a Chinese sample; deep acting predicts employee well-being.

Fuzzy Profiles

2018 ◽  
Vol 21 (4) ◽  
pp. 877-904 ◽  
Author(s):  
Allison S. Gabriel ◽  
Joanna Tochman Campbell ◽  
Emilija Djurdjevic ◽  
Russell E. Johnson ◽  
Christopher C. Rosen
Keyword(s):  
Emotional Labor ◽  
Latent Profile Analysis ◽  
Turnover Intentions ◽  
Profile Analysis ◽  
Qualitative Comparative Analysis ◽  
Well Being ◽  
Business Strategies ◽  
Firm Level ◽  
Organizational Scholarship ◽  
Empirical Demonstration

Person-centered approaches to organizational scholarship can provide critical insights into how sets of related constructs uniquely combine to predict outcomes. Within micro topics, scholars have begun to embrace the use of latent profile analysis (LPA), identifying constellations of constructs related to organizational commitment, turnover intentions, emotional labor, recovery, and well-being, to name a few. Conversely, macro scholars have utilized fuzzy set qualitative comparative analysis (fsQCA) to examine numerous phenomena, such as acquisitions and business strategies, as configurations of explanatory conditions associated with firm-level outcomes. What remains unclear, however, is the extent to which these two approaches deliver similar versus unique insights when applied to the same topic. In this paper, we offer an overview of the ways these two methods converge and diverge, and provide an empirical demonstration by applying both LPA and fsQCA to examine a multidimensional personality construct—core self-evaluations (CSE)—in relation to job satisfaction. In so doing, we offer guidance for scholars who are either choosing between these two methods, or are seeking to use the two methods in a complementary, theory-building manner.

Employees' Emotional Labor and Emotional Exhaustion: Trust and Gender as Moderators

2018 ◽  
Vol 46 (5) ◽  
pp. 733-748 ◽  
Author(s):  
Wenlan Wang ◽  
Shenghua Huang ◽  
Hongbiao Yin ◽  
Zheng Ke
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Negative Relationship ◽  
Well Being ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees ◽  
Trust Relationships ◽  
Men Managers ◽  
And Gender

In order to obtain a comprehensive insight into the nature of service employees' emotional labor, we examined the effect of gender and employees' trust in colleagues on the relationship between their emotional labor and emotional exhaustion. We focused on two emotional labor strategies: surface acting and deep acting. Participants comprised 679 Chinese service employees. The results showed that trust in colleagues strengthened the negative relationship between employees' deep acting and emotional exhaustion but also exacerbated the positive relationship between employees' surface acting and emotional exhaustion. The exacerbating effect of trust was especially strong for female surface actors. The findings suggest that women have a propensity for risk aversion and are more sensitive to the establishment of trust relationships than are men. Managers should consider surface acting as part of the makeup of the psychological well-being of employees.

scholarly journals Resilience and Parental Burnout Among Finnish Parents During the COVID-19 Pandemic: Variable and Person-Oriented Approaches

2021 ◽  
pp. 106648072110273
Author(s):  
Matilda Sorkkila ◽  
Kaisa Aunola
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Well Being ◽  
Personality Characteristics ◽  
The Other ◽  
Equation Modeling ◽  
Older Children ◽  
Financial Difficulties

During the coronavirus disease 2019 (COVID-19) crisis, different personality characteristics may have influenced parental well-being in different ways. In the present study, we combined variable and person-oriented approaches and examined relationships between resilience, parental burnout, and perfectionism during the lockdown. We first used structural equation modeling to assess the paths between variables. We then used latent profile analysis to examine different profiles of parents based on resilience, perfectionism, and symptoms of parental burnout. Finally, we examined how these profiles differ in terms of relevant background variables. The results showed that resilience predicted parental burnout negatively even after controlling for multidimensional perfectionism. Parents’ age, children's age, children's special needs, and the increase in time spent with children due to lockdown contributed independently to burning out as a parent. Three profiles were found: a resilient profile, perfectionist profile, and burned-out profile. Resilient parents were likely to be men, older, and with less financial difficulties than parents in the other two profiles, and less likely to spend increased time with their children due to lockdown than the burned-out parents. Perfectionist parents, in turn, had older children than the burned-out parents did. These results suggest that resilience may help parents overcome burnout at times of crisis.

scholarly journals Predicting employee telecommuting preferences and job outcomes amid COVID-19 pandemic: a latent profile analysis

2021 ◽  
Author(s):  
Cafer Bakaç ◽  
Jetmir Zyberaj ◽  
James C. Barela
Keyword(s):  
Job Satisfaction ◽  
Work Engagement ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Self Regulation ◽  
Personality Characteristics ◽  
The Other ◽  
Job Outcomes ◽  
Work Related ◽  
Latent Profile

AbstractIn this two-study research using latent profile analysis (LPA), we investigated intra-individual combinations of conscientiousness, autonomy, self-regulation, and extraversion. Based on these combinations, we designed profiles and explored telecommuting preferences and job outcomes of employees during the COVID-19 pandemic. In Study 1, we recruited 199 participants (77 females, ages ranging from 18 to 65). Results of this study revealed three profiles. One profile scored high on all of the variables and displayed preferences for working on-site more than the other profiles. Additionally, this profile showed higher work engagement, job satisfaction, and perceived productivity than the other two profiles. To validate these findings, we conducted a second study with a sample of 492 participants (169 females; age ranged from 18 to 65). The results yielded five profiles, one scoring high on all of the variables. Similar to Study 1, this profile exhibited higher work engagement, job satisfaction, and perceived productivity than the other four profiles. Individuals in this profile preferred to work on-site compared to individuals in other profiles. Our findings add to the research demonstrating the importance of personality characteristics for telecommuting preferences and work-related outcomes.

scholarly journals Examining Emotional Labor in COVID-19 through the Lens of Self-Efficacy

2021 ◽  
Vol 13 (24) ◽  
pp. 13674
Author(s):  
Lixia Yao ◽  
Jie Gao
Keyword(s):  
Job Satisfaction ◽  
Life Satisfaction ◽  
Emotional Labor ◽  
Self Efficacy ◽  
Online Survey ◽  
Positive Impact ◽  
Well Being ◽  
Working Environment ◽  
Deep Acting ◽  
Mediating Role

The ongoing COVID-19 pandemic has dealt a significant blow to the restaurant industry, with many restaurants suspending operations or closing altogether. This study was aimed to investigate the effects of emotional labor on employees’ well-being and the mediating role of self-efficacy in the context of chain restaurants. Data were collected in 2020 through an online survey in China, and results revealed that emotional labor had a significant impact on well-being that was measured in life and job satisfaction. Self-efficacy not only had a significant positive impact on employees’ job- and life-related well-being but also played a fully mediating role between deep acting and life satisfaction, with a partial mediating role between deep acting and job satisfaction. Job-related well-being also played a fully mediating role between deep acting and life satisfaction, with a partial mediating role between deep acting and job satisfaction. It is important for restaurant employees to develop deep acting skills and improve self-efficacy and job satisfaction Restaurant managers must establish a healthy working environment by providing better job support and creating a more relaxed working atmosphere.

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