New Zealand is a multilingual and multicultural society, where English, Maori, and the New Zealand sign language are designated as its official languages. However, some heritage languages are also taught either within or outside the national education system. During the past decade, an increasing number of students have chosen Mandarin Chinese as an additional language because of its fast-growing importance. To date, studies regarding CAL are mainly based on the mainstream Chinese programs or online platforms, with less attention paid to (...) other types of teaching contexts where there also exist many potential challenges awaiting teachers. To fill in this gap, this study, based on a teaching program consisting of two families in New Zealand, explored the trajectories of a CAL teacher’s emotional labor for 47 weeks to understand how she managed her emotions when she taught the language as well as balanced the relationship among the three parties: the institution, the two families, and herself. Narrative inquiry was used as a methodological approach. The data involved written and spoken narratives. Using inductive and deductive thematic analysis, findings revealed her different understandings of the emotional labor in the two families, respectively, during the program. Further analysis of the data revealed some factors that impacted her emotional labor and how they impacted her teaching in a family-based context. We concluded our study with a discussion of the implications of these findings for teaching CAL in similar contexts. (shrink)

This study used the latent profile transition analysis to analyze whether emotional labor profiles change across time and how these profiles relate to occupational well-being (i.e., job satisfaction, quality of work life, psychological distress, and work–family conflict). A total of 155 full-time Chinese employees completed the questionnaire survey at two time points. Three latent profiles were identified at Time 1 and the same profiles were replicated at Time 2. We determined that the majority of the participants retained the (...) original profiles. Lastly, occupational well-being differed significantly across the identified profiles. The limitations and implications of this study were also provided. (shrink)

Healthcare professionals encounter a variety of emotion-laden events involving ethical implications and choices. These events may trigger deeply felt negative emotions, which can limit an individual’s ability to make ethical decisions, and result in emotional labor. The topic of emotional labor, though studied extensively with customer service workers, has recently been investigated with regard to healthcare professionals, including nurses, clinical psychologists, and physicians. Studies focused on these populations have revealed widespread instances of emotional labor, (...) commonly accompanied by various negative physical and psychological health consequences. Accordingly, emotion regulation strategies are important to explore in order to counteract the negative health outcomes. Recommendations for ways to cope with emotional demands for healthcare employees are provided. (shrink)

One of the indicators that symbolize the success of an academic field is its academic publications in well-established citation indices. This article first explored the bibliometric characteristics of publications on “teachers' emotional labor” in the Social Sciences Citation Index and the Arts & Humanities Citation Index, two prestigious citation indices available in the Web of Science. Search with the term “teacher emotional labor” retrieved 173 publications that included this term in their titles, abstracts, or keywords in (...) the WoS database between 1900 and 2020. The bibliometric characteristics pertaining to numbers of publications, document types, research categories, research areas, authors, journals, universities, and countries were reported. Then, CiteSpace was utilized to visualize TEL research and to obtain insights into its research focuses and its future directions. The findings will contribute to TEL research by informing scholars in the fields of L2 research and psychology and others. (shrink)

Nurses are the closest healthcare providers to patients and emotional labor is the most invisible part of nursing work. However, the management of emotions to promote organizational goals and to ensure patient satisfaction may have both positive and negative impacts on nurses' working life. The purpose of this cross‐sectional, descriptive study was to examine the emotional labor behaviors of nurses and their opinions on emotional labor. Two hundred nineteen nurses working at public hospitals in (...) Ankara between September and December 2018 participated to this study. Data were collected using the sociodemographic characteristics form and “The Scale of Emotional Labor Behavior for Nurses.” Nurses had higher scores on the deep and sincere emotional acting subdimensions of the emotional labor scale than the surface acting subdimension. Findings suggest that nurses act deeply and intimately, instead of surface acting. Most of the nurses expressed that nurses were emotionally affected when caring for patients; however, nurses had to control their feelings toward patients and behave professionally to meet the expectations of their managers, which may lead to an implicit emotional dissonance. Based on the results of this study, we suggest to support nurses emotionally and to incorporate the topic of emotional labor into educational programs. (shrink)

Emotional labour has been widely recognized in a variety of industries, but not yet in publishing. By examining 126 survey responses from current or former publishing employees, this study identifies the primary forms of emotional labour present in the publishing industry, and how these vary between employees. Also examined is the extent to which industry leaders recognize the emotional labour performed by employees, and the impact that this emotional labour has on the latter. The survey responses (...) demonstrate a high prevalence of emotional labour in the publishing industry and that this work is largely unrecognized and sometimes entirely dismissed. Emotional labour also has a generally negative impact on employees, particularly working-class and black, Asian, and minority ethnic employees, which contributes to low diversity in the industry. I conclude with recommendations for further research and for industry change to reduce emotional labour, improve employee welfare, and facilitate increased retention of working-class and BAME employees. (shrink)

This article focuses on emotions, conceptualised as emotional labour, evoked during data practices used to repurpose and enable healthcare data journeys for Finnish public healthcare. Combined approaches from critical data studies and the sociology of emotions were used to contribute to a better understanding of the mundane but often invisible work of the emotions of experts involved in data practices, such as facilitating data journeys and building data technologies. The article is based on a two-and-a-half-year ethnographic study conducted in (...) a Finnish regional public healthcare and social service organisation. The study results were derived from the analysis of 39 interviews and fieldnotes produced by observing 170 h of various meetings, events and work activities performed by experts. The results were organised into three forms of observed experts’ emotional labour related to three phases of healthcare data journeys: caring for data production and preparing data for travel, managing excitement and frustration in data processing for continually building the data management system, and reassuring users in making sense of obtained data analytics. The results contribute to a greater understanding of the emotions and emotional labour generated by healthcare data journeys and in relation to the volatile nature of healthcare data and the collaborative character of data practices. This work advocates for a better recognition of the emotional aspects of data practices and their implications on data-based knowledge and datafication processes in healthcare. (shrink)

Conference environments enable diverse roles for academics. However, conferences are hardly entered into by participants as equals. Academics enter into and experience professional environments differently according to culture, gender, race, ethnicity, class, and more. This paper considers from a philosophical perspective entering and initiating culturally into academic conferences as a woman. It discusses theories of gender and emotional labor and emotional management, focusing on Arlie Hochschild’s foundational work, and affect in gendered social relations, considering Sara Ahmed’s theorization (...) of the feminist killjoy and the affect alien. It applies these lenses to explore problematic experiences of women initiates at conferences. The paper proceeds with a theoretical discussion of gender, emotional labor, and affect. Then the paper discusses women academics’ experiences generally and at conferences, including educational research conferences, with reference to relevant higher education research as well as anecdotal evidence, relating these experiences to the theories. It thus aims to tie together theoretical insights, higher education scholarship, and ordinary real-life experiences of gendered social relations in conference activities. (shrink)

Drawing on the model of Grandey, it was proposed that the attitude towards occupation could buffer the negative effects of emotional labour. A total of 173 teachers participated in the study. Attitudes towards occupation, surface acting, emotional exhaustion and job satisfaction were estimated. The indirect measure of the attitude towards occupation was assessed using the Approaching-Avoidance Simulation Method. Confirmatory Factor Analysis proved the validity and reliability of the indirect measurement, which is based on uncontrolled reactions of the respondents (...) towards stimuli representing the profession. The results revealed a positive correlation between attitudes towards occupation and indicators of employees’ well-being. The indirect measure of attitude towards occupation turned out to be a significant moderator of the relationship between surface acting and job satisfaction. The results raise interesting questions about the connection between indirect measures of attitudes towards occupation and employee well-being. (shrink)

The objective of this study is to investigate the effects of emotional labor on job performance and satisfaction, as well as to examine the mediating effect of sleep problems and the moderating effects of personality traits. A time-lagged study was conducted on 864 health professionals. Scales for emotional labor, sleep, personality traits, and job satisfaction were used and job performance data was obtained from records maintained by human resources. Structural equation modeling was performed to investigate the (...) relations. Sleep problems only partially mediated the relationship between surface acting and job satisfaction but completely mediated the relationship between surface acting and job performance. Several personality traits were shown to moderate the relationship between surface acting and sleep problems. The effects were stronger for people with low agreeableness and high neuroticism. The relationship between high levels of deep acting and low levels of sleep problems was more pronounced in individuals with low extraversion. Supervisors should be conscious of emotional labor in the work context and provide necessary deep acting training to facilitate emotional regulation. (shrink)

Conference environments enable diverse roles for academics. However, conferences are hardly entered into by participants as equals. Academics enter into and experience professional environments differently according to culture, gender, race, ethnicity, class, and more. This paper considers from a philosophical perspective entering and initiating culturally into academic conferences as a woman. It discusses theories of gender and emotional labor and emotional management, focusing on Arlie Hochschild’s foundational work, and affect in gendered social relations, considering Sara Ahmed’s theorization (...) of the feminist killjoy and the affect alien. It applies these lenses to explore problematic experiences of women initiates at conferences. The paper proceeds with a theoretical discussion of gender, emotional labor, and affect. Then the paper discusses women academics’ experiences generally and at conferences, including educational research conferences, with reference to relevant higher education researc... (shrink)

Our understanding of emotional labor, while conceptually and empirically substantial, is normatively impoverished: very little has been said or written expressly about its ethical dimensions or ramifications. Emotional labor refers to efforts undertaken by employees to make their private feelings and/or public emotion displays consistent with job and organizational requirements. We formally define emotional labor, briefly summarize research in organizational behavior and social psychology on the causes and consequences of emotional labor, and (...) present a normative analysis of its moral limits focused on conditional rights and duties of employers and employees. Our focus is on three points of conflict involving rights and duties as they apply to the performance of emotional labor: when employees’ and organizations’ rights conflict, when employees’ rights conflict with their duties, and when organizations’ rights conflict with their duties. We discuss implications for future inquiry as well as managerial practice. (shrink)

Internationally, the research on the education of boys has sought to understand how social practices, behaviours and rituals contribute to identity construction. We are interested in approa...

Service providers working for a service organization are asked to express such positive emotions as joy, pleasure, and politeness required at the organizational level rather than their natural emotions they are experiencing at the moment. They cannot express their emotion they are actually going through and accordingly, their level of emotional labor and emotional dissonance influence on their job commitment and trust toward their organization. This study thus set out to investigate the effects of leading variables of (...) emotional labor on the level of emotional labor and the impact of emotional labor on organizational trust and organizational commitment with a subject group of college administrative staffs. Three underlying factors such as job stress, intimacy, and professionalism were identified as the determinants of emotional labor. Conceptual background about job stress, intimacy, emotional labor, and organizational effectiveness as the core variables of the study was investigated. Based on the conceptual background and our research questions, 5 research hypotheses and the proposed research model regarding the effects of emotional labor on organizational commitment and trust were developed. We also tried to include the moderating effects of work environment and gender of service providers on the research model. Unlike many different studies on emotional labor from the traditional perspective of service, this study also offers a practical implication by expanding and applying it to the field of college administrative service, which is an area where service providers are in the different working environment from the traditional company work environment. Finally, the managerial implications and the limitations of the study were also discussed. (shrink)

In keeping with the focus of this special section, we concentrate initially on some of the problems of autonomist Marxist concepts such as `immaterial labour', `affective labour' and `precarity' for understanding work in the cultural industries. We then briefly review some relevant media theory (John Thompson's notion of mediated quasi-interaction) and some key recent sociological research on cultural labour (especially work by Andrew Ross and Laura Grindstaff, the latter drawing on Hochschild's concept of emotional labour), which we believe may (...) be more useful than autonomist concepts in developing empirically informed critique. The main body of the article then consists of an ethnographic account of working on one particular television programme, an account that aims to build on these theoretical debates. We analyse how the power to provide exposure or not to individuals in the talent show genre in contemporary television (a feature that derives from the symbolic power of producers to make texts that are then circulated to massive numbers of people) and disputes between commissioners and independent producers about how best to go about doing so (an organizational issue) are registered in the form of stress, anxiety and sometimes poor working relations among project teams of young television researchers (a matter of working conditions and experiences). We especially focus on how additional pressures are borne by these workers because of the requirements to undertake emotional labour, involving the handling of strong emotions on the part of talent show contributors, and to maintain good working relations in short-term project work, requirements generated by the need to ensure future employment. Ultimately, then, we support the view that creative work is `precarious' — but we go beyond the generalizations involved in concepts such as immaterial labour and affective labour to show the specific ways in which precariousness is registered and negotiated in the lives of young workers in one industry. (shrink)

This study explored the relationship among the emotional labor, psychological capital, and mental health of preschool teachers. A questionnaire survey was conducted on 411 preschool teachers in China. The results revealed the following: One emotional labor strategy had a significant negative effect on mental health, whereas two emotional labor strategies had significant positive effects. The psychological capital of preschool teachers had a complete mediation on the relationship between expression of naturally felt emotions and mental (...) health and between the deep acting and mental health. (shrink)

BackgroundThe coronavirus disease (COVID-19) pandemic has implications for health professionals.AimThe aim of this study was to explain the relationship between emotional labor levels and moral dis...

The concept of work can be understood as a purposeful human activity, which is focused on the processing of natural goods, items and/or information by using tools to meet tangible and intangible needs. Work is the usage of instruments to support the existence of humankind and the social world. Domestic work refers to work of domestic help, which applies to employees, usually individuals who work and often live in the house of the employer. Emotional labor takes place in (...) the public sphere as a social and economic exchange sold for wages during interactions with customers or coworkers. Emotional labor requires certain emotions to be displayed and expressed in line with organizational aims. (shrink)

Improving the user stickiness becomes increasingly valued, due to the severe user churn of livestreaming services. Previous studies pay much attention to the influencing factors of technology on user stickiness, ignoring the emotional factors. This study examined the impact of the emotional labor of network anchors on user stickiness in the context of livestreaming service. We extended prior findings in three ways. The results of Study 1 demonstrated that the emotional labor of network anchor positively (...) influenced user stickiness, and immersion experience plays a mediating role. The results of Study 2 demonstrated that the deep acting strategies of emotional labor had a stronger effect when compared with surface acting strategies. The results of Study 3 demonstrated that the effect of emotional labor on user stickiness was stronger for the users with prevention focus compared with promotion focus. Based on the perspective of emotional labor, this study extends the previous research on user stickiness and is valuable for guiding the practice of livestreaming services. (shrink)

The feminization of care migration in transnational contexts has received a great deal of attention. Scholars, however, have been slow to investigate a similar trend in intranational contexts. This article expands existing research on global care chains by examining the gendered emotional labor of migrant domestic workers pertaining to China’s intranational care chains. While the former often foregrounds “racial or ethnic discounting,” the latter is characterized by “citizenly discounting” whereby migrant domestic workers are subject to an overarching system (...) of alienation, subordination, and exploitation owning to their second-class rural hùkŏu status. Drawing on a participant-observation study of nannies, this article highlights how the intersection of gender and rural-urban citizenship is the key to grasping China’s migrant domestic workers’ experiences of extensive alienation at the nexus of work, family, and wider society. By delving into a particular set of political, economic, and cultural forces in the Chinese context, the article makes a distinctive contribution to a more nuanced and context-sensitive understanding of the interface of gender, emotional labor, and care migration. (shrink)

Previous studies have used various external variables and parameters as well as moderator variables such as emotional intelligence have been to understand emotional labor and its related problems. However, a comprehensive model to study such variables’ correlations with each other and their overall effect on emotional labor has not yet been established. This study used a structural equation model to understand the relationship between employees’ expression of emotional labor and perception of customer feedbacks. (...) The study also looked at how the perception of customer feedback affects emotional exhaustion in order to understand how emotional exhaustion affects job satisfaction and turnover intentions. Further, in order to fully understand the effects of emotion on emotional labor at the service contact points, this study developed and tested a model of emotional labor with 4 factors of emotional intelligence as moderating factors. 579 emotional labor workers in service industries in the U.S. were collected and 577 valid survey results have been analyzed. The result shows that there exists moderating effects of emotional intelligence on how employees’ Deep Acting and Surface Acting recognize customers’ reactions, both positive and negative, that would affect employees’ Emotional Exhaustion and Job Satisfaction, and hence, Turnover Intention. The result suggests that employees with better understanding of their own emotions, although they are more likely to recover from emotional exhaustion, experience a greater negative effect when there is a discrepancy between what they feel and how they should act. (shrink)

The criticism of “traditional,” “toxic,” or “patriarchal” masculinity in both academic and popular venues recognizes that there is some sense in which the character traits and tendencies that are associated with masculinity are structurally connected to oppressive, gendered social practices and patriarchal social structures. One important theme of criticism centers on the gender distribution of emotional labor, generally speaking, but this criticism is also particularly meaningful in the context of heterosexual romantic relationships. I begin with the premise that (...) there is a gendered and asymmetrical distribution in how much emotional labor is performed, but I also consider that there might be meaningful and informative distinctions in what kind of emotional labor is characteristically performed by different genders. Specifically, I argue that the social norms around stoicism and restricted emotional expression are masculine-coded forms of emotional labor, and that they are potentially prosocial. Responding to structural and interpersonal asymmetries of emotional labor could well involve supplementing or better cultivating this aspect of male socialization rather than discarding it. (shrink)

Today’s medical training environment exposes medical trainees to many aspects of what has been called “the hidden curriculum.” In this article, we examine the relationship between two aspects of the hidden curriculum, the performance of emotional labor and the characterization of patients and proxies as “bad,” by analyzing clinical ethics discussions with resident trainees at an academic medical center. We argue that clinicians’ characterization of certain patients and proxies as “bad,” when they are not, can take an unnecessary (...) toll on trainees’ emotions. We conclude with a discussion of how training in ethics may help uncover and examine these aspects of the hidden curriculum. (shrink)

Julie Childers and Bob Arnold’s (2019) article, “The Inner Lives of Doctors: Physician Emotion in the Care of the Seriously Ill,” uses Kübler-Ross’s influential work on death and dying to remind us...

Emotion management in the workplace is drawing increasing attention from researchers. However, they still know little about how positive leadership affects employees’ emotional labor. Building on social information-processing theory, we examine whether and how a servant leadership style influences employees’ emotional labor. Using a sample of 305 employees in 81 work units of 25 subcorporations at a food company in China, we find that servant leadership relates negatively to surface acting but relates positively to deep acting (...) at work. We also find that the indirect effect of servant leadership on surface/deep acting via affective trust is stronger than the indirect effect via cognitive trust. Our research reveals that servant leadership influences employees’ emotional labor more through affective trust than cognitive trust. We discuss the theoretical and practical implications of our findings. (shrink)

Since service providers directly conduct emotional labor to customers, it is important to identify the factors influencing emotional labor of service providers. Even though the studies identifying the predisposing factors influencing emotional labor are taking place, there is no empirical evidence confirming how relationship bonds, which have been established between corporations and service providers, are related to emotional labor. This study examined the influences of relationship bonds on emotional labor through (...) person-organization fit (P-O fit) and the moderating effects of collectivism between P-O fit and emotional labor. Analysis was conducted by performing questionnaire surveys targeting 365 employees in the financial industry. As a result of the analysis, it has been found that financial bonds, social bonds, and structural bonds enhanced P-O fit and P-O fit improved deep acting. In addition, this study identified that collectivism of service providers strengthened the influence of P-O fit toward deep acting. This study not only suggested the empirical evidence identifying the process of relationship bonds influencing emotional labor but also expanded the scope of study by examining moderating roles of collectivism in cultural psychology aspect. (shrink)

The complex emotional work of nurses calls for more recognition of emotional labour and the incorporation of emotional labour in nursing education. Based on participant observation and semistructured interviews, we describe the experiences of student nurses in two nursing homes for elderly people with dementia in the Netherlands. We analyse their interactions using Goffman's dramaturgical view on the front and backstage behaviour and the distinction between surface acting and deep acting. The study reveals the complexity of (...) class='Hi'>emotional labour, as nurses swiftly adapt their communication styles and behavioural strategies between settings, patients, and even between moments within one interaction sequence, which shows that the theoretical binaries fail to fully capture their skills. Although student nurses take pride in their emotionally taxing work, the societal undervaluation of the nursing profession negatively impacts their self‐image and ambitions. More explicit recognition of these complexities would enhance their self‐appreciation. This calls for a professional ‘backstage area’ that allows nurses to articulate and strengthen their emotional labour skills. Educational institutions should provide this backstage for nurses‐in‐training to strengthen these skills as part of the professional skill set. (shrink)

During the COVID-19, online teaching has become a popular way of teaching in the world. Previous research on English language teachers’ emotional labor has not focused on the changes brought about by online teaching. Unlike the traditional physical teaching space, the emotional labor of English teachers teaching online changes with the daily use of online technological conditions. Therefore, this paper aims to investigate the factors influencing teachers’ emotional labor in online teaching and the (...) class='Hi'>emotional labor dilemmas. We took interviews with a group of English teachers in China (T1, T2, … T20) and found that their online teaching emotions were influenced by three main factors: the degree of adaptation to online teaching technology, the invisibility of the online teaching space, and the peripheral environment of the space in which the teachers were located. In addition, this study observed the online classrooms of the interviewees and found that the first two influences are at a priority level for Chinese English teachers, while whether the third factor can bring positive or negative emotions is often influenced by the nature of the emotions brought by the first two factors. In order to find a balance between norms and emotions, English teachers are often accompanied by emotional labor in their work. However, they face many dilemmas of choice and behavior during the emotional labor of teaching online: emotional rule dilemma, emotional expression dilemma and professional identity dilemma. The emergence of these dilemmas is directly related to the influencing factors. In conclusion, this article uses normative and emotional labor theories to explore how norms affect Chinese English teachers’ emotions when teaching online as a response to the question of why emotions need to be labored. Ultimately, this study offers some useful suggestions for language teachers’ emotional labor dilemmas. (shrink)

BackgroundThe academic and medical literature highlights the positive effects of empathy for patient care. Yet, very little attention has been given to the impact of the requirement for empathy on the physicians themselves and on their emotional wellbeing.DiscussionThe medical profession requires doctors to be both clinically competent and empathetic towards the patients. In practice, accommodating both requirements can be difficult for physicians. The image of the technically skilful, rational, and emotionally detached doctor dominates the profession, and inhibits physicians from (...) engaging emotionally with their patients and their own feelings, which forms the basis for empathy. This inhibition has a negative impact not only on the patients but also on the physicians. The expression of emotions in medical practice is perceived as unprofessional and many doctors learn to supress and ignore their feelings. When facing stressful situations, these physicians are more likely to suffer from depression and burnout than those who engage with and reflect on their feelings. Physicians should be supported in their emotional work, which will help them develop empathy. Methods could include questionnaires that aid self-reflection, and discussion groups with peers and supervisors on emotional experiences. Yet, in order for these methods to work, the negative image associated with the expression of emotions should be questioned. Also, the work conditions of physicians should improve to allow them to make use of these tools.SummaryEmpathy should not only be expected from doctors but should be actively promoted, assisted and cultivated in the medical profession. (shrink)

The COVID-19 pandemic that began in 2019 has created an acute fear of economic crisis, and people have experienced the state of perceived job insecurity. Several measures were taken to control this deadly pandemic, but it still affected the majority of global operational activities. This study addresses the United Nation’s Sustainable Development Goal number 8 that relates to decent work and economic growth. This quantitative study examines the impact of fear associated with economic crisis and perceived job insecurity on mental (...) health with the moderating effect of surface and deep acting. Surface acting is displaying fake emotions, and deep acting is modifying inner feelings according to the required emotions. This study used sample data from private-sector employees and applied SmartPLS for structural model assessment. As many organizations took more challenging decisions to sustain their business operations, the study therefore analyzes the impact of the pandemic on private sector employees. The two main findings of the study are: surface acting moderates the relationships of fear of economic crisis and perceived job insecurity with mental health and declines the impact of both on mental health, while deep acting negatively moderates the relationships of fear of economic crisis and perceived job insecurity with mental health and improved mental health even in the presence of both. The study highlighted the importance of deep acting at workplaces to sustain employees’ mental and psychological stability. Organizations could introduce emotional labor strategies and strengthen the mental health of their employees against the underlying fear of economic crisis and perceived job insecurity. (shrink)

Previous studies have primarily used variable-centered approaches to explore correlations between English-as-a-foreign-language teachers’ emotional labor and outcome variables. A fundamental but unresolved question is whether teachers employ multiple emotional labor strategies in the workplace. This study used the latent profile analysis to explore the profiles of EFL teachers’ emotional labor and the relationship between the profiles and job satisfaction based on a questionnaire survey of 365 high school EFL teachers in China. The results indicated (...) the existence of three emotional labor profiles—agreeable, neutral and emotional—that were characterized by different combinations of surface acting, deep acting, and expression of naturally felt emotion. The profiles of EFL teachers who predominantly relied on ENFE and DA had the most adaptive patterns of job satisfaction, whereas the profiles of teachers who reported higher levels of SA, regardless the level of ENFE and DA, experienced lower levels of job satisfaction. These findings provide a person-centered methodological data support for exploring the relationship between emotional labor and EFL teachers’ job satisfaction. (shrink)

Despite increasing interest being given to dysfunctional customer behavior in multiple service sectors, it is unclear how and why different types of dysfunctional customer behavior affect frontline employees’ emotional labor during the service interactions. Drawing upon the conservation of resources theory, we propose a conceptual model in which verbal abuse, disproportionate demand, and illegitimate complaint differentially influence frontline employees’ emotional labor strategies. Further, the boundary conditions of these relationships are considered by introducing perceived organizational support and (...) customer orientation as moderators. Using survey data from 436 frontline employees of five call centers in China, hypotheses were tested through a hierarchical regression analysis. The results indicated that verbal abuse and illegitimate complaint exerted positive effects on surface acting. Particularly, these positive effects were weaker when frontline employees perceived organizational support was high. Also, verbal abuse’s positive effect on surface acting was weaker when frontline employees’ customer orientation was high. Customer’s verbal abuse, disproportionate demand, and illegitimate complaint negatively influenced frontline employees’ deep acting. The negative effect of disproportionate demand on deep acting was weaker when perceived organizational support was high. However, when frontline employees’ customer orientation was high, the negative effects of disproportionate demand and illegitimate complaints on deep acting were weaker. (shrink)

Propornography and antipornography literatures have failed to elucidate the complexity of women's consumption of pornography. This article submits that a reconstructed theory of emotional labor, developed from the perspective of the consumer, explains some of women's ambivalence toward pornography. Findings are based on interviews with 30 women who enjoy porn films. The women's ambivalence reflected their perception of emotional labor in pornographic production. Although they found pornography arousing, they faced uncertainty over the authenticity of the porn (...) actresses' pleasure. Furthermore, they perceived emotional authenticity through the lens of their personal biographies. Specifically, their economic backgrounds and experiences with sexual coercion are discussed. This study fills two gaps: By linking the production and consumption of pornography, it enables a deeper exploration of women's ambivalence and the subsequent implications for understanding sexuality, and it features the experiences of working-class and minority women, whose voices have been marginal in the literature. (shrink)

Journal of Human Values, Volume 28, Issue 2, Page 115-128, May 2022. Is emotional labour a burden or a boon to service providers who have greater workplace spirituality? We test a moderated mediation model in which emotional exhaustion mediates the conjoint effect of WS and emotional labour on job satisfaction. Linking conservation of resources theory with the mechanism of ‘value congruence’ in person–environment fit theory, we theorize that spiritual values are a key factor in generating necessary resource (...) gains for deep acting due to the value fit of these two motivational vectors. As a boundary condition for use of the benefits of DA, WS can bridge the gap between theoretical assumptions concerning the benefits of DA and the lack of empirical evidence that DA mitigates emotional exhaustion. Concurrently, we challenge the perception of WS as universally beneficial to employees’ wellbeing by proposing that WS amplifies the detrimental effects of surface acting because the externalized and inauthentic nature of this type of emotional regulation transgresses basic spiritual values. Our hypotheses find support in a study of 196 Israeli service providers at inbound call centres. (shrink)

Women use power in more prosocial ways than men and they also engage in more emotional labor. However, these two constructs have not been previously connected. We propose that gendered emotional labor practices and pressures result in gender differences in the prosocial use of power. We integrate the literature on emotional labor with research on the psychology of power to articulate three routes through which this happens. First, women may be more adept than men (...) at the intrapersonal and interpersonal processes entailed in emotional labor practices—a skill that they can apply at all hierarchical levels. Second, given women’s stronger internal motivation to perform emotional labor, they construe power in a more interdependent manner than men, which promotes a more prosocial use of power. As a result, female powerholders tend to behave in more prosocial ways. Third, when they have power, women encounter stronger external motivation to engage in emotional labor, which effectively constrains powerful women’s behaviors in a way that fosters a more prosocial use of power. We discuss how, by promoting prosocial behavior among powerholders, emotional labor can be beneficial for subordinates and organizations, while simultaneously creating costs for individual powerholders, which may reduce women’s likelihood of actually attaining and retaining power by making high-power roles less appealing, guiding women toward less prestigious and more precarious leadership roles, draining powerful women’s time and resources without equitable rewards, and making it difficult for women to legitimize their power in the eyes of subordinates. Thus, emotional labor practices can help explain the underrepresentation of women in top leadership positions. (shrink)

The academic and medical literature highlights the positive effects of empathy for patient care. Yet, very little attention has been given to the impact of the requirement for empathy on the physicians themsel..