When we are onstage, we smile: The effects of emotional labor on employee work outcomes

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• 作者：Kay H. Chu^a ; ¹ ; ^{kchu@thu.edu.tw} ; Melissa A. Baker^b ; ² ; ^mab48@vt.edu ; Suzanne K. Murrmann^c ; ^{smurrm@vt.edu}
• 关键词：Emotional labor ; Work outcomes ; Job satisfaction ; Emotional exhaustion ; Hospitality employees
• 刊名：International Journal of Hospitality Management
• 出版年：2012
• 期刊代码：25_02784319
• 类别：bus
• 出版时间：September, 2012
• 卷：31
• 期：3
• 页码：906-915
• 文件大小：507 K

摘要

A growing body of literature has confirmed the deleterious effects of emotional labor on service employees. The study adds to it by investigating two hypothesized antecedents to emotional labor; affectivity and empathy which is conceptualized as a two-dimensional construct composed of emotional contagion and empathic concern. It also examines the impact of emotional labor on job satisfaction and exhaustion. The results confirmed a two-dimensional structure of emotional labor, emotive dissonance, and emotive effort. Hospitality employees with higher positive affect tend to experience less emotive dissonance while individuals with higher negative affect exert more effort to enact emotional labor. A positive relationship was found between emotional contagion and emotive dissonance, and emotive effort and job satisfaction. The results also suggested a negative relationship between emotive effort and emotional exhaustion. An unexpected negative relationship was found between emotional dissonance and emotional exhaustion. Managerial implications discuss training and acting techniques to more effectively manage employee emotional labor.