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Avoiding the Slater slide: Examining...

Ensey, Chrystal A.

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Avoiding the Slater slide: Examining the relationship between emotional labor and counterproductive work behaviors.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Avoiding the Slater slide: Examining the relationship between emotional labor and counterproductive work behaviors./
Author:	Ensey, Chrystal A.
Description:	140 p.
Notes:	Source: Dissertation Abstracts International, Volume: 73-08(E), Section: B.
Contained By:	Dissertation Abstracts International73-08B(E).
Subject:	Behavioral psychology. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3505492
ISBN:	9781267298508

Avoiding the Slater slide: Examining the relationship between emotional labor and counterproductive work behaviors.
Ensey, Chrystal A.

Avoiding the Slater slide: Examining the relationship between emotional labor and counterproductive work behaviors. - 140 p.

Source: Dissertation Abstracts International, Volume: 73-08(E), Section: B.

Thesis (Ph.D.)--Alliant International University, 2012.

It's estimated between 33 to 75 percent of employees engage in deviant behavior at work (Robinson & Bennett, 1995). It's of interest to researchers and organizations to better understand counterproductive work behaviors (CWB) in order to prevent, decrease, and deter the chances of these behaviors occurring within the workplace (Robinson & O'Leary-Kelly, 1998). CWB involves a wide spectrum of behaviors that harm employees, customers, and/or the organization. These behaviors range from severe, systematic, and abusive to milder, ambiguous episodes of workplace incivility (Fox & Spector, 2005). Examples of CWB include: bullying, emotional abuse, aggression, revenge, retaliation, and theft (Fox & Spector, 2005). The purpose of this study is to examine the relationship between emotional labor and CWB in the service industry.

ISBN: 9781267298508Subjects--Topical Terms:

2122788
Behavioral psychology.

Avoiding the Slater slide: Examining the relationship between emotional labor and counterproductive work behaviors.
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020 $a 9781267298508
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100 1 $a Ensey, Chrystal A. $3 3185040
245 1 0 $a Avoiding the Slater slide: Examining the relationship between emotional labor and counterproductive work behaviors.
300 $a 140 p.
500 $a Source: Dissertation Abstracts International, Volume: 73-08(E), Section: B.
500 $a Adviser: John Kantor.
502 $a Thesis (Ph.D.)--Alliant International University, 2012.
520 $a It's estimated between 33 to 75 percent of employees engage in deviant behavior at work (Robinson & Bennett, 1995). It's of interest to researchers and organizations to better understand counterproductive work behaviors (CWB) in order to prevent, decrease, and deter the chances of these behaviors occurring within the workplace (Robinson & O'Leary-Kelly, 1998). CWB involves a wide spectrum of behaviors that harm employees, customers, and/or the organization. These behaviors range from severe, systematic, and abusive to milder, ambiguous episodes of workplace incivility (Fox & Spector, 2005). Examples of CWB include: bullying, emotional abuse, aggression, revenge, retaliation, and theft (Fox & Spector, 2005). The purpose of this study is to examine the relationship between emotional labor and CWB in the service industry.
520 $a Emotional labor is defined as "managing emotions so they are consistent with organizational display rules, regardless of whether they are discrepant with the individuals' internal feelings" (Grandey, 2000, p.96). Employees display organizationally-desired emotions by acting out the emotion in three distinct ways: surface acting, deep acting, and naturally felt emotions. Surface acting involves masking your feelings to match organizational demands, called faking. Deep acting is when individuals' make a concerted effort to modify their inner feelings to match the emotions required by the organization.
520 $a The current study consisted of 420 frontline hourly customer service employees across the United States who participated in an online survey to examine the relationship between emotional labor and CWB and the effect of perceived organizational justice and social support as moderators. Results from this study confirmed that employees who engaged in emotional labor are more likely to engage in CWB in order to relieve the stress and emotional dissonance felt from engaging in emotional labor. Results from this study also support organizational justice as a moderator of the relationship between emotional labor and CWB; meaning when perceptions of organizational justice are low, employees engaging in emotional labor are more likely to perform CWB than those employees with high perceptions of organizational justice. Results from this study did not support social support as a moderator. The present study contributes to the limited research on the relationship between emotional labor and counterproductive work behaviors and shed further light on the impact of organizational moderators on this relationship. These findings have practical implications for managers, leaders, and organizations that can assist in the reduction of CWB in the workplace.
590 $a School code: 1634.
650 4 $a Behavioral psychology. $3 2122788
650 4 $a Organization theory. $3 2122787
650 4 $a Organizational behavior. $3 516683
690 $a 0384
690 $a 0635
690 $a 0703
710 2 $a Alliant International University. $b San Diego-CSPP-OP. $3 2104852
773 0 $t Dissertation Abstracts International $g 73-08B(E).
790 $a 1634
791 $a Ph.D.
792 $a 2012
793 $a English
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3505492