Emotional Labor
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2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Muhammad Zia Aslam ◽  
Safiah Omar ◽  
Mohammad Nazri ◽  
Hasnun Anip Bustaman ◽  
Mohammed Mustafa Mohammed Yousif

PurposeThough employee job engagement has been one of the few most proliferated organizational concepts during the last two decades, evidence on how to achieve an engaged workforce is unclear. The purpose of this study was to contribute to the engagement literature by investigating the role of interpersonal leadership in developing job engagement through the relative importance of deep acting emotional labor skills, initiative climate and learning goal orientation as intervening mechanisms.Design/methodology/approachThis study employed an online self-reported survey in data collection, gathering input from 438 frontline service employees in Malaysia. The data was then tested using the structural equation modeling (PLS-SEM) to evaluate the proposed parallel mediation model of the study.FindingsThe findings demonstrated that deep acting emotional labor skills, initiative climate and learning goal orientation were significantly effective in intervening mechanisms through which interpersonal leadership impacted job engagement.Practical implicationsThis study offers insightful evidence that can be utilized by service organizations to improve employees' job engagement. The evidence derived from this study suggests that interpersonal leadership is a valuable organizational resource that can help carve pathways through which the objective of employee job engagement can be achieved. Therefore, while crafting organizational interventions for employee job engagement, service managers should address the findings of this study.Originality/valueDespite the evidence presented in previous literature on the notable relationship between leadership and engagement, there is yet to be an apt understanding of the impact of new leadership perspectives and the intervening mechanisms in predicting job engagement. This study attempts to fill the research gap.

2021 ◽  
Vol 9 ◽  
Jia Song ◽  
Fang Liu ◽  
Xiaowei Li ◽  
Zhan Qu ◽  
Rongqiang Zhang ◽  

Background: Employees who are physically present but work insufficiently because of illness are deemed as having presenteeism. In the health care setting, the issue has taken on greater importance because of the impairment of the physical and mental health of nurses and the nursing safety of the patients. According to the Job Demand-Resource Model, burnout may link emotional labor with presenteeism. Thus, this study analyzed the role of burnout as a mediating factor between the three types of emotional labor strategies and presenteeism among nurses in tertiary-level hospitals.Methods: A cross-sectional study of 1,038 nurses from six Chinese hospitals was conducted. The questionnaires, including the 14-item emotional labor strategies scale, 22-item Maslach Burnout Inventory scale, 6-item Stanford Presenteeism Scale, and items about demographic characteristics and work-related factors, were used to collect data. A multivariable linear regression was used to predict work-related factors and investigate the correlation of emotional labor, burnout, and presenteeism. The structural equation model was implemented to test the mediating effects of job burnout.Results: The results of the study showed that the average presenteeism score of the participants was 14.18 (4.33), which is higher than in Spanish, Portuguese, and Brazilian nurses. Presenteeism was explained by 22.8% of the variance in the final model in multivariable linear regression (P < 0.01). Presenteeism was found to be positively correlated with surface acting, emotionally expressed demands, deep acting, emotional exhaustion, depersonalization, and low personal accomplishment (P < 0.01). Notably, presenteeism was negatively correlated with deep acting (P < 0.01). In addition, burnout partially mediated the correlation between emotionally expressed demands, deep acting, and presenteeism with a mediatory effect of 24 and 63.31% of the total effect. Burnout completely mediated the association between surface acting and presenteeism, a mediating effect of 86.44% of the total effect.Conclusions: The results of this study suggested that different emotional labor strategies affect presenteeism, either directly or indirectly. Nursing managers should intervene to reduce presenteeism by improving the ability of the nurses to manage emotions, thereby alleviating burnout.

2021 ◽  
pp. 1-25
Maria Cascales Mira

La dimensión emocional es incorporada al estudio de las organizaciones laborales hace más de tres décadas con la investigación pionera de Arlie Hochschild, en la que se analiza el impacto (negativo) del trabajo emocional en la salud y el bienestar de los trabajadores. El emotional labor enfatiza el aspecto relacional en el lugar de trabajo, ya que se basa en el manejo de los sentimientos por parte del trabajador como imperativo en los procesos de interacción con los otros. Esta nueva demanda laboral ejerce un papel importante en el agotamiento y la satisfacción en el trabajo, pero es un campo aún poco explorado. La investigación que presentamos pretende enriquecer esta área de estudio a través de un doble objetivo. Por un lado, operacionalizamos el trabajo emocional como concepto multidimensional, a través de la construcción de un índice de demanda emocional que engloba la interacción, la gestión emocional y las reglas de visualización (Wharton, 2009), y, por otro, analizamos su influencia en la satisfacción laboral y el agotamiento de la población trabajadora en España utilizando como variables de control la autonomía y la intensidad del trabajo. La metodología empleada es de naturaleza cuantitativa y los datos son obtenidos de la European Working Conditions Survey (2015). Los resultados muestran que la demanda emocional influye negativamente en las variables de bienestar.

2021 ◽  
Vol 21 (3) ◽  
pp. 610-622
I. V. Trotsuk

The article is a reflection-review of the book by Scott R. Harris An Invitation to the Sociology of Emotions (translated from English by O.A. Simonova; Moscow: HSE; 2020). Certainly, such a type of scientific works does not need a review after publication, but this book requires special attention for sociology of emotions seems to be a marginal area of Russian sociology, at least in the institutional perspective. After a brief description of the origins and manifestations of the affective turn, the author considers its consequences for social sciences (recognition of the cultural nature of emotions, perception of emotional standards in the course of socialization, etc.), and reconstructs the sociological model for the study of emotions as developed by Harris: reliance on symbolic interactionism and the social exchange theory, analysis of the normative aspect of emotions (cultural expectations about how one should feel in different situations, social standards for assessing the acceptability of emotions, etc.) and of the procedural side of the emotional life (exchange of emotions, management of emotions, identification of emotions, and emotional labor).

2021 ◽  
Logan C Tice ◽  
David E. Eagle ◽  
Joshua A. Rash ◽  
Jessie S. Larkins ◽  
Sofia M. Labrecque ◽  

Abstract Introduction: Like many helping professionals in emotional labor occupations, clergy experience high rates of mental and physical comorbidities. Regular stress management practices may reduce stress-related symptoms and morbidity, but more research is needed into what practices can be reliably included in busy lifestyles, and practiced at a high enough level to meaningfully reduce stress symptoms. Methods and analysis: The overall design is a preference-based randomized waitlist-control trial. United Methodist clergy in North Carolina will be eligible to participate. The intervention and waitlist-control groups will be recruited by email. The interventions offered are specifically targeted to clergy preference and include: Mindfulness-Based Stress Reduction, Daily Examen and stress inoculation training. Surveys will be conducted at 0, 12 and 24 weeks with heart rate data collected at 0 and 12 weeks. The primary outcomes for this study are self-reported symptoms of stress and heart rate at week 12 for each intervention compared to waitlist control; the secondary outcome is symptoms of anxiety comparing each intervention vs waitlist control. Ethics and dissemination: Ethical approval was obtained from the Duke University Campus IRB (2019-0238). Results will be made available to researchers, funders, and members of the clergy community.ClinicalTrials.gov trial registration number: NCT04625777.

Boram Chae ◽  
June Kang ◽  
Cheolmin Shin ◽  
Young-Hoon Ko ◽  
Ho-Kyoung Yoon

2021 ◽  
Vol 12 ◽  
Jiying Han ◽  
Hongbiao Yin ◽  
Xin Yang ◽  
Feifei Wang

Following Grandey's integrative model of emotional labor and emotion regulation, this study examined the relationships between university teachers' reported use of various emotional labor strategies and some antecedents (i. e., perceived emotional job demands and teaching support) and teaching efficacy. A sample of 643 university teachers from 50 public higher education institutions in an East China province responded to a questionnaire survey. The data analysis based on descriptive statistics and structural equation modeling showed that surface acting impeded teaching efficacy in instructional strategy and learning assessment, while deep acting and expression of naturally felt emotions enhanced teaching efficacy in course design, instructional strategy, and learning assessment. For the antecedents of university teachers' emotional labor strategies, teachers perceived that the emotional job demands of teaching facilitated their use of surface and deep acting; in contrast, teachers' perceived teaching support decreased their use of surface acting and increased their use of expression of naturally felt emotions.

2021 ◽  
Vol 13 (3) ◽  
pp. 33
Yunxia Shi ◽  
Rumeng Zhang ◽  
Chunhao Ma

Place attachment can effectively increase the revisit rate of tourists, which is significant for the sustainability of rural tourism. However, previous studies have rarely explored what kind of host-guest emotional closeness can promote tourist place attachment. This study explores the relationship between local residents’ emotional labor strategy, perceived authenticity, and tourists’ place attachment based on the rural tourism context. A total of 266 valid questionnaires were collected from rural tourists in Yantai as the research subjects by random sampling method. Structural equation modeling was applied to test the hypotheses. The results showed that local residents’ deep acting positively influenced tourists’ place attachment, and perceived authenticity partially mediated the relationship between the two. The negative effect of surface acting on rural tourists’ place attachment was not significant.

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Susan Varga ◽  
Trishna G. Mistry ◽  
Faizan Ali ◽  
Cihan Cobanoglu

Purpose This study aims to examine the impacts of employee wellness programs on employee and organizational outcomes in the hospitality industry. Design/methodology/approach A survey was distributed on Amazon Mechanical Turk, targeting hospitality employees who have access to employee wellness programs. Descriptive statistics, confirmatory factor analysis and structural equation modeling techniques were used. Findings Employee perceptions of wellness programs significantly impacted turnover intention, job stress (JS) and perceived organizational support (POS). POS had a significant mediating effect between employee perceptions of wellness programs and JS. Employee perceptions of wellness programs did not have a significant effect on emotional labor. Originality/value Employee wellness programs are often recommended to human resource managers, but there is little empirical evidence of their effects, particularly for hospitality industry employees. This study investigates the actual employee outcomes of employer-sponsored wellness programs.

Nitu Ghosh

Modern studies have asserted the role of emotions on decision-making abilities. The study examines the role of emotional intelligence on decision styles of managers and the mediating role of emotional labor in enhancing decision styles of managers in selected Indian IT firms. The research is an empirical study proposing an affective EI-EL-DM model through a survey of 300 managers of 10 MNCs in the Indian IT industry using stratified sampling technique. The survey instrument includes 83 items with Schutte et al. AES tool, Naring et al. D-QEL tool, and Scott and Bruce GDMS. Middle-level IT managers have been found to frequently, leading to avoidant, spontaneous, or dependent decision-making yielding adverse outcomes. High EI is related to frequent usage of rational and intuitive decisions besides effective use of deep acting. Emotional labour influences all decision-making abilities. HR practices are recommended to improve the decision styles of IT managers through high EI and EL.

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