scholarly journals Examination of deep acting in retail disability service training

2021 ◽  
Author(s):  
Ahsan Ammar Akhtar Akhtar
Keyword(s):  
Emotional Labor ◽  
Positive Influence ◽  
Emotional Reactions ◽  
Skill Levels ◽  
Deep Acting ◽  
Emotional Labour ◽  
Retail Service ◽  
Service Training ◽  
Training Activities ◽  
Retail Organizations

The quality of retail service delivered to disabled customers is affected by employees’ behaviour and attitudes. These behaviours are related to employees’ ability to manage their emotional reactions (referred to as emotional labour) to disabled customers’ varied and personalized needs. Although retailers provide disability training, employees utilize varied levels of emotional labour skills (referred to as deep acting) in interactions with disabled customers. Studies call on employers to improve disability training for employees, so that they can manage their emotional labour and disabled customers can receive higher quality service. This study addresses the question of whether training activities influence retail employees’ deep acting skills at various levels when providing services to disabled customers. By adapting Brotheridge & Lee's (2003) Emotional Labor Scale and Saks and Belcourt's (2006) Training Activities Scale, 150 participants filled a questionnaire and were grouped into three categorical levels based on their deep acting skills prior to training. The results show a positive influence exists between activities during and after training and deep acting skill levels. This study calls on retail organizations to identify employees with positive refocus and basic levels of deep acting and invest more in during and after training stages to facilitate the transfer of deep acting skills.

scholarly journals Examination of deep acting in retail disability service training

2021 ◽  
Author(s):  
Ahsan Ammar Akhtar Akhtar
Keyword(s):  
Emotional Labor ◽  
Positive Influence ◽  
Emotional Reactions ◽  
Skill Levels ◽  
Deep Acting ◽  
Emotional Labour ◽  
Retail Service ◽  
Service Training ◽  
Training Activities ◽  
Retail Organizations

The quality of retail service delivered to disabled customers is affected by employees’ behaviour and attitudes. These behaviours are related to employees’ ability to manage their emotional reactions (referred to as emotional labour) to disabled customers’ varied and personalized needs. Although retailers provide disability training, employees utilize varied levels of emotional labour skills (referred to as deep acting) in interactions with disabled customers. Studies call on employers to improve disability training for employees, so that they can manage their emotional labour and disabled customers can receive higher quality service. This study addresses the question of whether training activities influence retail employees’ deep acting skills at various levels when providing services to disabled customers. By adapting Brotheridge & Lee's (2003) Emotional Labor Scale and Saks and Belcourt's (2006) Training Activities Scale, 150 participants filled a questionnaire and were grouped into three categorical levels based on their deep acting skills prior to training. The results show a positive influence exists between activities during and after training and deep acting skill levels. This study calls on retail organizations to identify employees with positive refocus and basic levels of deep acting and invest more in during and after training stages to facilitate the transfer of deep acting skills.

scholarly journals Age-Conditional Effects of Political Skill and Empathy on Emotional Labor: An Experience Sampling Study

2020 ◽  
Author(s):  
Eileen C Toomey ◽  
Cort W Rudolph ◽  
Hannes Zacher
Keyword(s):  
Emotional Labor ◽  
Emotional Regulation ◽  
Political Skill ◽  
Positive Influence ◽  
Full Time ◽  
Deep Acting ◽  
Work Related ◽  
Interpersonal Competency ◽  
Conditional Effects

Abstract Grounded in lifespan development theories that posit a positive influence of aging on emotion regulation, we examine how chronological age and political skill (i.e., a work-related interpersonal competency that functions as an emotion-relevant resource) jointly moderate the relationships between within-person levels of empathy and the use of emotional labor strategies across a workweek. Participants were n = 118 full-time university employees (Mage = 42.85 years; SD = 12.18; range = 20–70), who completed momentary surveys 3 times a day, over a single 5-day workweek. Results show that age and within-person levels of empathy were positively related to momentary levels of deep acting. Considering further the interaction of age, political skill, and empathy, results suggest that the positive relationship between empathy and deep acting is conditional upon age and individual differences in political skill, with differential relationships observed for relatively older versus relatively younger participants. Overall, the findings of this study contribute to a better understanding of the role of age and political skill for daily emotional regulation in the work context.

scholarly journals Teachers’ Emotional Labour and Burnout: Does Perceived Organizational Support Matter?

2016 ◽  
Vol 12 (2) ◽  
pp. 9 ◽  
Author(s):  
Edith A. Anomneze ◽  
Dorothy I. Ugwu ◽  
Ibeawuchi K. Enwereuzor ◽  
Leonard I. Ugwu
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Secondary School Teachers ◽  
Maslach Burnout Inventory ◽  
Surface Acting ◽  
Deep Acting ◽  
Emotional Labour ◽  
Interaction Terms

<p>The study investigated the moderating role of perceived organizational support on emotional labour–burnout relation among 323 secondary school teachers in Enugu State, Nigeria. Participants completed the Teacher Emotional Labor Scale (TELS), Survey of Perceived Organizational Support (SPOS), and Maslach Burnout Inventory (MBI). Results showed that surface acting, deep acting, and POS significantly predicted emotional exhaustion. Only deep acting and POS significantly predicted depersonalization whereas surface acting did not. Both the two-way interaction terms between surface acting and POS, and that between deep acting and POS were not significant in predicting either emotional exhaustion or depersonalization.</p>

scholarly journals Age-Conditional Effects of Political Skill and Empathy on Emotional Labor: An Experience Sampling Study

2020 ◽  
Author(s):  
Eileen Toomey ◽  
Cort Rudolph ◽  
Hannes Zacher
Keyword(s):  
Emotional Labor ◽  
Emotional Regulation ◽  
Political Skill ◽  
Positive Influence ◽  
Full Time ◽  
Deep Acting ◽  
Work Related ◽  
Interpersonal Competency ◽  
Conditional Effects

Grounded in lifespan development theories that posit a positive influence of aging on emotionregulation, we examine how chronological age and political skill (i.e., a work-related interpersonal competency that functions as an emotion-relevant resource) jointly moderate the relationships between within-person levels of empathy and the use of emotional labor strategies across a workweek. Participants were n = 118 full-time university employees (Mage = 42.85 years; SD = 12.18; Range = 20-70), who completed momentary surveys three times a day, over a single five-day workweek. Results show that age and within-person levels of empathy were positively related to momentary levels of deep acting. Considering further the interaction of age, political skill, and empathy, results suggest that the positive relationship between empathy and deep acting is conditional upon age and individual differences in political skill, with differential relationships observed for relatively older versus relatively younger participants. Overall, the findings of this study contribute to a better understanding of the role of age and political skill for daily emotional regulation in the work context.

Emotional Labor: Links to Depression and Work-Related Musculoskeletal Disorders in Call Center Workers

2016 ◽  
Vol 65 (8) ◽  
pp. 346-354 ◽  
Author(s):  
Hye-Jin Kim ◽  
Jina Choo
Keyword(s):  
Low Back Pain ◽  
Back Pain ◽  
Depressive Symptoms ◽  
Emotional Labor ◽  
Call Center ◽  
Low Back ◽  
Deep Acting ◽  
Work Related ◽  
Work Related Musculoskeletal Disorders ◽  
Call Center Workers

Little evidence links emotional labor to either psychological or physical health. This study determined whether the two types of emotional labor (i.e., surface vs. deep acting) were significantly associated with depressive symptoms and work-related musculoskeletal disorders in call center workers. A cross-sectional study was conducted with 274 workers recruited from a call center in Seoul, South Korea. In adjusted regression models, levels of surface, but not deep, acting were significantly and positively associated with depressive symptoms. Higher surface acting levels were significantly and positively associated with low back pain; higher deep acting levels were significantly and inversely associated with low back pain. Study findings could inform occupational health nurses as they delineate differentiated strategies, according to the nature of surface and deep acting, to promote psychological and physical health in call center workers.

Pengukuran Beban Kerja Mental Job Driver Dan Swamper Team Fuel Menggunakan NASA-TLX

2022 ◽  
Vol 8 (2) ◽  
pp. 333-338
Author(s):  
Muhammad Qurthuby
Keyword(s):  
Work Stress ◽  
Work Motivation ◽  
Mental Workload ◽  
Emotional Reactions ◽  
Skill Levels ◽  
Physical Demand ◽  
Mental Demand ◽  
Work Accident ◽  
Nasa Tlx ◽  
Very High

Giving excessive workloads causes work stress both physically and psychologically and emotional reactions. The excess workload experienced by drivers and swampers at PT XYZ results in reduced attention at work, decreased work motivation, and decreased skill levels, thus affecting drivers and swampers productivity and the chance of a work accident is very high. This study aims to measure the Mental Workload of Job Driver and Swampers Fuel Tank Using the NASA-TLX Method. The NASA-TLX score obtained 93.8, driver 2  get 83.7, driver 3  91.3, swamper 1  91, swamper 2 89.5, and swamper 3 94.7. Elements of mental workload that are very influential are Mental Demand with a percentage of 22%, Effort 20%, Physical Demand 18%, Own Performance 15%, Frustation Level 15% and Temporal Demand 12%.

Understanding emotions as effective practice in English probation: the performance of emotional labour in building relationships

2017 ◽  
Author(s):  
Andrew Fowler ◽  
Jake Phillips ◽  
Chalen Westaby
Keyword(s):  
Emotion Management ◽  
Professional Relationships ◽  
Effective Practice ◽  
Professional Relationship ◽  
Deep Acting ◽  
Building Relationships ◽  
Emotional Labour ◽  
Complex Emotion ◽  
Understanding Emotions

In this chapter we study the performance of emotional labour by probation practitioners to reveal the complex emotion management undertaken to develop the officer-offender relationship. We begin by discussing the rise of managerialism and its effect on how emotions should be used in the officer-offender relationship, before focusing on Skills for Effective Engagement and Development and Supervision programme. We use data generated through interviews with probation practitioners to analyse one aspect of SEEDS: the development of the professional relationship through getting to know and understand the client and the need to create clear boundaries. By analysing the data through the lens of emotional labour we focus on the use of surface and deep acting in order to create effective professional relationships as required by the SEEDS model. We found that practitioners are required to perform considerable emotional labour which has, until now, remained unacknowledged in probation policy and discuss what needs to be done if SEEDS were reintroduced following the implementation of Transforming Rehabilitation. (164)

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.

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