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Examining emotional labor from an in...

Wolcott-Burnam, Shaina B.

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Examining emotional labor from an interactionist perspective: The impact of work conditions on the relationship between emotional labor and outcomes.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Examining emotional labor from an interactionist perspective: The impact of work conditions on the relationship between emotional labor and outcomes./
Author:	Wolcott-Burnam, Shaina B.
Published:	Ann Arbor : ProQuest Dissertations & Theses, : 2004,
Description:	139 p.
Notes:	Source: Dissertation Abstracts International, Volume: 65-05, Section: B, page: 2681.
Contained By:	Dissertation Abstracts International65-05B.
Subject:	Occupational psychology. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3135406
ISBN:	9780496826308

Examining emotional labor from an interactionist perspective: The impact of work conditions on the relationship between emotional labor and outcomes.
Wolcott-Burnam, Shaina B.

Examining emotional labor from an interactionist perspective: The impact of work conditions on the relationship between emotional labor and outcomes. - Ann Arbor : ProQuest Dissertations & Theses, 2004 - 139 p.

Source: Dissertation Abstracts International, Volume: 65-05, Section: B, page: 2681.

Thesis (Ph.D.)--Central Michigan University, 2004.

As the United States' economy becomes predominantly service-oriented, many organizations have realized the importance of emotional expressions in obtaining desired outcomes. Organizations have therefore attempted to control displayed emotions through mechanisms that identify which emotions are organizationally appropriate and how they should be displayed. Although the prescription of emotions may have benefits for the organization, employees are forced to manage their feelings because genuinely experienced emotions may not match those desired by the organization. Thus, employees may now be subjected to a new kind of labor---emotional labor. The purpose of this research was to investigate emotional labor from an interactionist perspective. Accordingly, three main research questions were addressed. First, what impact do organizational norms requiring the expression and suppression of a variety of emotions have on emotional labor? Second, how does emotional labor affect one's job satisfaction and affective performance? Third, what impact do work conditions (quantitative workload and social support) have on the relationship between emotional labor and identified outcomes? To investigate these questions, survey research was conducted with a sample of nurses from health care organizations in the Midwest and Northeast regions of the United States. Correlational and regression analyses revealed that the two methods for performing emotional labor (surface acting and deep acting) exhibited different relationships with both the antecedents and consequences of emotional labor. Deep acting emerged as the preferred method of emotional labor when conforming to integrative display rules whereas surface acting was chosen more often when masking emotions. In terms of the consequences of emotional labor, deep acting appears to have the most beneficial effects for individuals and organizations. Whereas surface acting was unrelated to affective performance and negatively related to job satisfaction, deep acting demonstrated a positive link with both job satisfaction and coworker ratings of affective performance. Although the purpose of the study was to examine emotional labor from an interactionst perspective, the overwhelming majority of interactions between emotional labor and work conditions failed to predict job satisfaction or affective performance.

ISBN: 9780496826308Subjects--Topical Terms:

2122852
Occupational psychology.

Examining emotional labor from an interactionist perspective: The impact of work conditions on the relationship between emotional labor and outcomes.
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520 $a As the United States' economy becomes predominantly service-oriented, many organizations have realized the importance of emotional expressions in obtaining desired outcomes. Organizations have therefore attempted to control displayed emotions through mechanisms that identify which emotions are organizationally appropriate and how they should be displayed. Although the prescription of emotions may have benefits for the organization, employees are forced to manage their feelings because genuinely experienced emotions may not match those desired by the organization. Thus, employees may now be subjected to a new kind of labor---emotional labor. The purpose of this research was to investigate emotional labor from an interactionist perspective. Accordingly, three main research questions were addressed. First, what impact do organizational norms requiring the expression and suppression of a variety of emotions have on emotional labor? Second, how does emotional labor affect one's job satisfaction and affective performance? Third, what impact do work conditions (quantitative workload and social support) have on the relationship between emotional labor and identified outcomes? To investigate these questions, survey research was conducted with a sample of nurses from health care organizations in the Midwest and Northeast regions of the United States. Correlational and regression analyses revealed that the two methods for performing emotional labor (surface acting and deep acting) exhibited different relationships with both the antecedents and consequences of emotional labor. Deep acting emerged as the preferred method of emotional labor when conforming to integrative display rules whereas surface acting was chosen more often when masking emotions. In terms of the consequences of emotional labor, deep acting appears to have the most beneficial effects for individuals and organizations. Whereas surface acting was unrelated to affective performance and negatively related to job satisfaction, deep acting demonstrated a positive link with both job satisfaction and coworker ratings of affective performance. Although the purpose of the study was to examine emotional labor from an interactionst perspective, the overwhelming majority of interactions between emotional labor and work conditions failed to predict job satisfaction or affective performance.
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