scholarly journals Demographic Variables and Emotional Labor of Public Sector School Leaders

2020 ◽  
Vol 37 (1) ◽  
Author(s):  
Tahira Bibi
Keyword(s):  
Public Sector ◽  
Marital Status ◽  
Emotional Labor ◽  
School Leaders ◽  
Demographic Variables ◽  
Two Dimensions ◽  
Measurement Scale ◽  
Surface Acting ◽  
Deep Acting ◽  
Significant Difference

Emotional Labor theory of Hochschild, 1983 and Grandey, (2002, 2015 & 2017) provided as basis of current research that gives the regulation of emotions at workplace categorized the main two dimensions of EL as Surface Acting (SA) and Deep Acting level of the school leaders. Self developed Emotional Labor Measurement Scale for School Leaders (ELMS-SL) was used to measure the EL level of the public sector school leaders. Multi stage sampling technique was used to select the sample of 376 (male=194, 52% and females=182, 48%) school leaders working in public sector secondary schools of 19 district of Punjab province. The core objective of the research was to measure the EL level and contribution of demographic variables (gender, mode of job induction, marital status and work experience) towards the emotional regulation status through suppression of emotions and modification of feeling. To measure the EL level of public sector school leaders, data were analyzed by using descriptive statistics, as well as t-tests, and ANOVA tests. The results revealed that public sector school leaders are practicing emotional labor. EL practices between male and female were significant difference, whereas mode of induction, marital status and job experience were found non-significant differences on EL.Key words: Emotional Labor, Surface Acting, Deep Acting, School Leaders, Demographic variables

Labors of love: service employees on customer participation

2020 ◽  
Vol 30 (6) ◽  
pp. 585-607
Author(s):  
Laee Choi ◽  
Charles A. Lawry
Keyword(s):  
Job Stress ◽  
Emotional Labor ◽  
Well Being ◽  
Customer Participation ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
Service Employees ◽  
Significant Difference ◽  
The Impact

PurposeVery few studies have considered how customer participation (CP) influences service employees' well-being. CP may lead employees to engage in emotional labor strategies (surface/deep acting), which can elevate their job stress. Whereas surface acting involves falsifying emotions, deep acting involves empathizing with others. Therefore, the current article examines how these emotional labor strategies arise from CP and create job stress.Design/methodology/approachStudy 1 is an online survey of service employees' wellbeing during CP (n = 509). Study 2 compares service employees' responses within hedonic and utilitarian service settings through a scenario-based experiment (n = 440). PROCESS was used to analyze the data in both studies.FindingsFirst, study 1 supports that perceived CP increases job stress. Secondly, surface acting mediates the link between CP and job stress, but deep acting does not. Thereafter, Study 2 shows that the link between CP and job stress decreases as employee-customer identification (ECI) increases only during surface acting. Additionally, the impact of surface acting on job stress during CP is greater for hedonic services than utilitarian services, but there is no significant difference for deep acting.Originality/valueThis article contributes an original perspective by comparing models of service employees' responses to CP and job stress in hedonic versus utilitarian settings. Moreover, the intervening effects of ECI and emotional labor strategies on job stress, as demonstrated through these employee-facing models, offer added value to the CRM and co-creation literature.

scholarly journals THE YEARS SPENT IN AIRLINE INCREASE THE DEEP ACTING EXPERIENCE OF TURKISH CABIN CREW

2020 ◽  
Vol 55 (1) ◽  
pp. 54-64
Author(s):  
SAVAŞ MUTLU ◽  
Z.BENAN BÖKE
Keyword(s):  
Marital Status ◽  
Emotional Labor ◽  
Demographic Characteristics ◽  
Flight Attendants ◽  
Years Of Experience ◽  
Flight Attendant ◽  
Surface Acting ◽  
Deep Acting ◽  
Cabin Crew ◽  
One Way Anova

The aim of this study is to find out the possible effects of demographic characteristics of cabin crew on their emotional labor experiences. Emotional labor concept has been identified by Hochschild’s notorious research on Delta Airline’s cabin attendants and was published in her book “The Managed Heart: Commercialization of Human Feeling” as the first time in the year 1983. In this study, 36 years after Hochschild’s work, the effects of demographic characteristics on the emotional labor experiences of 265 flight attendants who are working for airline companies in Turkey are investigated. In the literature, there are only a few studies on the effects of demographic factors on emotional labor experiences of cabin crew. So, this study provides an important insight into the subject. The emotional labor scale consists of three dimensions; deep acting, surface acting and genuine emotions. For the emotional labor, a total of 13 questions were answered by participants in 5-point Likert type scale through the Internet. Also, six questions related to demographic characteristics were answered. An Exploratory Factor Analysis (EFA) was performed to verify the item distribution on each factor (i.e. deep acting, surface acting and genuine emotions). And, to analyze the differences between the emotional labor experiences of the groups according to age, gender, position, marital status, total working experience and education, independent samples t-tests and one-way ANOVA tests were applied. Independent samples t-tests were used to compare the differences of two groups such as married-single, male-female, flight attendant-flight attendant supervisor. One way ANOVA tests were used to compare the differences of three or more groups according to age, total working experience and education. Tukey HSD tests were performed after one way ANOVA tests to distinguish the statistically different groups. The results show that there are no statistically significant differences between the expressions of emotional labor, deep acting, surface acting and genuine emotions of groups according to gender, marital status, education and age. Yet, there are statistically significant differences between the emotional labor and surface acting experiences of flight attendants and flight attendant supervisors. Also, a statistically significant difference is found between the deep acting experiences of the cabin crew with 4–7 years of experience and those with 8–22 years of experience.

scholarly journals The effects of interpersonal character strength on service employees’ happiness in the emotional labor context

2016 ◽  
Vol 29 (2) ◽  
pp. 203-232
Author(s):  
SunHee Park ◽  
JeeYoung Lee
Keyword(s):  
Emotional Labor ◽  
Positive Emotion ◽  
Character Strengths ◽  
Demographic Variables ◽  
Surface Acting ◽  
Character Strength ◽  
Deep Acting ◽  
Service Employees ◽  
Emotional Aspect ◽  
The Relationship

This study examined the effect of interpersonal character strength of service employees on their emotional aspect of happiness. Interpersonal character strength has been shown to be a critical skillset required for service encounter employees, thus is expected to increase the levels of employee happiness, as well as to moderate the relationship between emotional labor strategies (e.g. deep acting and surface acting) that employees useand their positive emotion. The results from a sample of 129 receptionists working at imported electronics show rooms and service centers showed that interpersonal character strength indeed had a significant positive effecton happiness, even after controlling demographic variables and other character strengths. Furthermore, interpersonal character strength moderated the relationship between deep acting and happiness so that emotional laborers with high interpersonal character strength experienced more positive emotion when using deep acting strategy, as compared to those with low interpersonal character strength. These findings offer suggestions for organizations and their employees to develop both deep acting strategy and interpersonal character strength in order to enhance the level of happiness of employees.

Investigation of Teachers' Level of Life Satisfaction and Perceptions of Individual Innovation in the COVID-19 Pandemic Process

2021 ◽  
Vol 15 (11) ◽  
pp. 3196-3201
Author(s):  
Enver Döşyilmaz ◽  
Ayhan Kayabaşi
Keyword(s):  
Life Satisfaction ◽  
Marital Status ◽  
Resistance To Change ◽  
Demographic Variables ◽  
Satisfaction Scale ◽  
National Education ◽  
Significant Difference ◽  
Scale Scores ◽  
Individual Innovativeness ◽  
The Individual

Background and Aim: This study seeks to examine whether there is a difference between the level of relationship between teachers' individual innovativeness perceptions and their life satisfaction and whether there is a difference in terms of some demographic variables during the COVID-19 pandemic. Methods: The research is a quantitative study and was carried out in relational screening model. The sample of the study consists of 335 teachers working in schools affiliated to the Kahramanmaras Central District National Education Directorates. The data of the research was analysed using the Jamovi 1.6.12 statistical software program. Results and Conclusion:: As a result of the research, it was seen that the majority of the teachers were in the questioning and pioneering groups based on the scores of the individual innovativeness scale,. Significant differences were found in the scores of the participants' individual innovativeness scale sub-dimensions in terms of gender, marital status, branch, and sports status. On the other hand, there were no significant differences in life satisfaction scale scores in terms of gender, marital status, and branch variables (p>0.05); It was found that there was a significant difference in terms of the variable of doing sports (p>0.05); In addition, no significant relationship was found between the sub-dimensions of resistance to change, opinion leadership, openness to experience, and risk-taking and life satisfaction. Keywords: COVID-19, Teacher, Individual innovation, Life satisfaction.

scholarly journals Social Capital and Organizational Citizenship Behavior: Double-Mediation of Emotional Regulation and Job Engagement

2018 ◽  
Vol 10 (10) ◽  
pp. 3600 ◽  
Author(s):  
Sung-Hoon Ko ◽  
Yongjun Choi ◽  
Seung-Yoon Rhee ◽  
Tae Moon
Keyword(s):  
Social Capital ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Emotional Labor ◽  
Emotional Regulation ◽  
Mediation Effect ◽  
Citizenship Behavior ◽  
Job Engagement ◽  
Surface Acting ◽  
Deep Acting

Despite an enduring interest in emotional labor, the effects of social capital on the emotional regulation process remain relatively underexplored. Using the job demands-resources model, we propose that social capital provides employees with the job resources required for deep acting. We also propose a double-mediation effect of deep or surface acting and job engagement, through which employee social capital can increase organizational citizenship behavior (OCB). Empirical results using data from 330 employees selling financial or insurance products in South Korea support our hypotheses that deep acting by sales employees and job engagement sequentially mediate the positive relationship between social capital and OCB.

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.

scholarly journals Switching Expression or Emotion: Emotional Labor Strategy on Negative Word of Mouth Mediated by Customer Satisfaction

2020 ◽  
Vol 10 (2) ◽  
pp. 162-172
Author(s):  
Resekiani Mas Bakar ◽  
Riska Amaliah ◽  
Nurul Hidayati
Keyword(s):  
Experimental Study ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Process Model ◽  
Positive Emotion ◽  
Word Of Mouth ◽  
Negative Word ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees

This experimental study aimed to examine the effect of emotional labor strategy towards the negative WOM mediated by customer satisfaction. Research of emotional labor context has widely examined its impacts on service employees. The limitations in several studies proved that the opportunity in the indirect effect of emotional labor strategy on negative word of mouth (WOM) is still available. Sixty-two participants were involved in this study and divided into two groups (deep acting versus surface acting) by using videos. PROCESS model moderation proved that emotional labor strategy indirectly affects the negative WOM, mediated by customer satisfaction. This study showed that deep acting strategy can enhance customer satisfaction, therefore the negative WOM can be diminished. In contrast, surface acting strategy affects the decrease of customer satisfaction and thus it can raise the intention of the negative WOM. Emotion modification would be more effective through the deep acting strategy in transmitting the positive emotion for the customer, than modification the expression. The satisfaction felt by the customer will decrease the intention to spread negative information about the service provider to other customers.

A motivational approach to emotional labor: Examining the link between goal orientation and emotional labor strategies

2019 ◽  
pp. 1-21
Author(s):  
Mahsa Esmaeilikia ◽  
Markus Groth
Keyword(s):  
Goal Orientation ◽  
Emotional Labor ◽  
Self Efficacy ◽  
Goal Orientations ◽  
Full Time ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees ◽  
Mediating Role ◽  
Goal Orientation Theory

AbstractDrawing on goal orientation theory, in this study, we examine how an individual's motivational approach relates to the use of two common emotional labor strategies: surface acting and deep acting. In addition, we examine the role of self-efficacy as a mediating mechanism through which different goal orientations are related to different emotional labor strategies. To test our hypotheses, 262 U.S. full-time working adults from a variety of service occupations were surveyed. Consistent with the predictions of goal orientation theory, our results show that learning-oriented service employees tend to use deep acting, while performance-oriented service employees use both emotional labor strategies. Our findings also show that emotional labor self-efficacy plays a mediating role in the relationship between motivational approach and emotional labor strategy use.

Older and Less Deviant? The Paths Through Emotional Labor and Organizational Cynicism

2020 ◽  
Author(s):  
Yisheng Peng ◽  
Jie Ma ◽  
Wenqin Zhang ◽  
Steve Jex
Keyword(s):  
Age Differences ◽  
Emotional Labor ◽  
Workplace Deviance ◽  
Full Time ◽  
Surface Acting ◽  
Deep Acting ◽  
Diverse Workforce ◽  
Organizational Cynicism ◽  
The Relationship ◽  
Employee Age

Abstract Previous research suggests that workplace deviance, one of the most pressing problems for today’s organizations, tends to decline as employees age. However, little is known about the mechanisms underlying the age-deviance relationship. Using aggregated 5-day daily diary data in a sample of 158 Chinese full-time employees, the present study examined age differences in the use of emotional labor strategies (i.e., surface acting and deep acting) and how these age differences relate to employee workplace deviance via organizational cynicism. Results found that age was negatively related to the use of both surface acting and deep acting. Emotional labor strategies (i.e., surface acting and deep acting) and organizational cynicism serially mediated the relationship between employee age and workplace deviance. The current research deepens our understanding of the process by which employee age relates to workplace deviance. This study also has implications for the management of an increasingly age-diverse workforce and can guide future interventions aiming at reducing workplace deviance, an issue of increasing concern to both organizations and society in general.

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