The effects of emotional labor on job satisfaction, emotional exhaustion, and affective wellbeing emotional labor is the expression of organizationally desired emotions by service agents during service encounters hochschild, 1979, 1983. Pdf on sep 2, 2015, lokman toprak and others published the relation between emotional. However, many studies found that emotional labor of teaching would bring desirable outcomes to teachers. Relationship between emotional labor, leader member social. A survey questionnaire was administered to 600 employees from 22 subsidiaries. It elaborates the concept, the definition, the structure, the emotion work strategies, the measurement, the antecedents, the consequences and the possible mediator of emotional labor. The effects of emotional labor on employee work outcomes. Emotional labor in teaching emotional labor in teaching. Unpublished doctoral dissertation, the univer sity of akron. It is performed through surface acting, deep acting, or the expression of genuine emotion. This includes analysis and decision making in terms of the expression of emotion, whether actually. I find that there are positive and negative aspects of emotional labor performances of pawnshop workers. Accordingly, this article aims to defend the thesis as a valuable contribution and a significant building block for a still thin marxist.
Variation in the consequences of emotional labor may be due to the different forms of emotion management. It is a critical ability when it comes to interpersonal communicationand a hot topic not only in psychology but in the business world. There is also evidence that the effects of emotional labor are specified by other work conditions. Emotional labor occurs when clinicians regulate the emotions they display to convey a desired professional image. Emotional labor, job burnout, intention to turnover, hotel employees. Emotional labour and the job satisfaction of adventure tour. Stress, emotional labour and cabin crew white rose etheses.
Arlie russell hochschilds influential emotional labour thesis in the managed heart 1983 exposes and opposes the harm wrought by the commodification of human feelings as customer service, and complements contemporary anticapitalist writing with an enduring influence and political relevance that is underpinned by hochschilds application of marxs alienation theory. The concept of emotional labor affects every aspect of life. Therefore, to obtain a clearer understanding of the effect of ei and emotional. My data suggest new ways of thinking about emotional labor among service workers. The authors concluded that the need for social workers to manage constantly their emotional responses could be draining. Emotional labor is a near universal part of every job, and of life. Emotional labor in early intervention presented to. Emotional intelligence, sometimes referred to as eq emotional quotient, refers to a persons ability to recognize, understand, manage, and reason with emotions. Emotional labor and the pawnshop worker thesis presented to. Pdf the impact of emotional labour on emotional labour on. Sample items include i show feelings to customers that are different than what i.
The relationship between teachers perceptions of emotional. This research, however, is the first to show that both emotional dissonance and positive emotion displays negatively affect employees worklife balance. Bureaucratic constraints and street level performance of. A new way to conceptualize emotional labor alicia a. In a general sense, emotional labor also known as sentimental labour, labor of love, labor with a smile, comforting labor means regulation of emotions at the workplace for the sake of the organizations image as well as a clients or a customers wellbeing and satisfaction. Emotional labor and the pawnshop worker thesis presented to the graduate council of texas state universitysan marcos in partial fulfillment of the requirements for the degree master of arts by alyssa jade powell, b. Metafilters thread on emotional labor, in pdf form the. Effects of emotional labor on hr managers and organizations. In the emotional labor literature, the focus is customer service, where interac tions are less spontaneously emotional, yet high emotional control is needed to maintain positive relations with customers across time and situations hochschild. Emotional labor is a term that hochschild used in the managed heart. The impact of emotional labor on employees worklife. The construct of emotional labor is traced to the seminal work of sociologist arlie hochschild, who studied the work of airline flight attendants and, specifically, the strategic use of emotion by flight attendants to create a desired. Hochschild 1983 and others have proposed that emotional labor is stressful and may result in burnout. Over the years, many studies have examined a variety of aspects.
The effects of emotional labour in social work practice. Theoretically, performing emotional labor will generate emotional dissonance. Despite all research conducted on emotional labor, frontline employees are still affected by these consequences. Emotional labour is the control of a persons behaviour to display the appropriate,o emotions chu, 2002. This study concerns the development of an emotional labor. Arlie russell hochschilds influential emotional labour thesis in the managed heart 1983 exposes and opposes the harm wrought by the commodification of human feelings as customer service, and complements contemporary anticapitalist writing with an enduring influence and political relevance that is underpinned by hochschilds application of.
The concept of emotional labour is not confined to the workplace. Variation in the consequences of emotional labor may be due to the different forms of emotion management involved. The impact of emotional labor on employees worklife balance. The relationship between emotional intelligence and emotional. Do teachers emotional labor and burnout levels differ according to gender, marital status, school type and subject matter. This thesis will seek to understand emotional labour and examine how it can affect the wellbeing of the individual performing it. This scale, consistent with mayer and saloveys definition of ei, assessed the four dimensions of ei.
This means that a person evokes or suppresses certain emotion so to conform to social norms. To facilitate interactions with citizens in pursuit of policy goals, they must engage in emotional labor. This thesis is brought to you for free and open access by the graduate school at scholar. Moving emotional labor beyond surface and deep acting. State of the research teaching serves as one of the many professions that has been researched in the context of emotional labor. With respect to consequences of emotional labor, both surface acting and. It may be a powerful predictor of job performance, job satisfaction and emotional exhaustion et al. The focal point of the researches related to the emotional labour is how the teachers exhibit the expected emotional labour behaviors. This means that if a person wants to conform to social norms it will have to show certain emotions. Emotional labor is the regulation of felt and expressed emotions at work in the service of organizational goals. Emotional labor and the pawnshop worker thesis presented.
The commercialization of feeling to explain the emergence of new forms of labor in postindustrial society. The effects of emotional labor on job satisfaction, emotional. Exploring the emotional labor of teaching by elizabeth levine brown ba, colgate university, 2001 mat, american university, 2004 ma, washington, college, 2007 submitted to the graduate faculty of the school of education in partial fulfillment of the requirements for the degree of doctor of philosophy university of pittsburgh 2011. More specifically, workers are expected to regulate their emotions during interactions with customers, coworkers and superiors. Emotional labor is a pain in the butt, so this gmail addon does it for you on your emails princes with personality. The performance of emotional labor appears to have diverse consequences for workersboth negative and positive. The relationship between teachers emotional labor and. Recently, in the emotionally charged healthcare field, emotional intelligence and emotional labor have both emerged as research tools, rather than just as theoretical concepts, influencing various. Emotional labor in the care field and empathyenhancing. Surface acting, or faking emotions, has been associated with significant mental health and jobrelated. This paper will examine emotional labor in service industries. Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Grandey pennsylvania state university the topic of emotions in the workplace is beginning to garner closer attention by researchers and theorists.
Emotional intelligence, emotional labor, and job satisfaction. However, the extent to which one acts makes a meaningful difference. First, jobfocused emotional labor denotes the level of emotional demands in an occupation. Although early research suggested that the performance of emotional labor had deleterious effects on workers, recent empirical investigations have been equivocal.
Emotional labor, or the management of emotions at work, is conceptualized as two different emotion regulation strategies. The essence of emotional labor is to bring the emotional. Emotional labor has been connected to emotional intelligence and emotional agility. Torland, m 2011, emotional labour and job satisfaction of adventure tour leaders. I certify that this thesis satisfies all the requirements as a thesis for the degree of. Accordingly, this article aims to defend the thesis as a valuable contribution and a significant building block for a still thin marxist debate on emotional labour.
An empirical examination by gang wang a thesis submitted in partial fulfillment of the requirements for the doctor of philosophy degree in business administration in the graduate college of the university of iowa july 2011 thesis supervisors. Emotional labor is the display of expected emotions by service agents during service encounters. This has been measured as occupational titles such as service jobs that are thought to represent people work. The construct of emotional labor is traced to the seminal work of sociologist arlie hochschild, who studied the work of airline flight attendants and, specifically, the strategic use of emotion by flight attendants to create a desired experience for passengers. Introduction the emotional labour term was firstly used by hochschild in 1979 in the meaning of deliberately hiding or expressing the emotions of meeting the organizational aims cited by brown, 2011. The study of emotional labor addresses the stress of managing emotions when the work. Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job. Bureaucratic constraints and street level performance of emotional labor thesis directed by professor mary e. Hochschilds 1983 thesis mostly focuses on the job of flight attendants and bill collectors where she described the work involved in being nasty or nice and have also been expressed as toe and heel of the growing service sector cited in steinberg. Method this study used the survey method in order to determine the relationship between teachers emotional labor and their burnout level. In fact, the previous works have not even agreed on what is meant by emotional labor.
This paper is based on the findings and discussions in chapter four of this thesis. Emotional labour was first put forward by sociologist arlie hochschild in 1983 in her classic book, the managed heart. Cynthia cooper, in fundamentals of hand therapy second edition, 2014. Emotional labor occurs when rules defining the appropriate display of feelings dictate an outward response that is in conflict with the actual emotion felt inside, or when the ought of the feeling struggles with the is hochschild, 1983, p. The members of the committee approve the dissertation of myung h. The most prominent corresponding factors include gender, employee engagement, and the volume and profit of the respective company. An investigation into the emotional labour of mental. Dec 17, 2012 there is increasing evidence that psychological constructs, such as emotional intelligence and emotional labor, play an important role in various organizational outcomes in service sector. An investigation into the consequences of performing emotional labour in mental health care by andrea dawn dick a thesis presented to the university of waterloo in fulfillment of the thesis requirement for the degree of master of science in health studies and gerontology waterloo, ontario, canada, 2011.
In view of the teachers professional characteristics, teachers are rated as high emotional workers. Thus, emotional labor occurs when individuals consciously alter their emotional state. This study examines the emotional labor process, operationalized as surface acting and deep acting, as performed by. The effects of emotional labor on employee work outcomes kay heilin chu abstract emotional labor can be defined as the degree of manipulation of ones inner feelings or outward behavior to display the appropriate emotion in response to display rules or occupational norms. Does the emotional labor of teachers predict their level of burnout. Hochschild s emotional labour thesis at a time when there are growing efforts to reject its marxian core of alienation theory, and to diminish its political content. The effects of emotional labor on job satisfaction. Emotional labour and the job satisfaction of adventure tour leade. Emotional labor is the control of a persons behavior to display the appropriate emotions. The present study examines the process of emotional labor as performed by customer service employees. Guy abstract street level bureaucrats are the face of government in public service delivery.
What role does leaders emotional labor play in effective. Effects of emotional labor on hr managers and organizations 4 this study therefore takes a unique approach in that it explores the current human resources management job requirements through the emotional labor lenses to identify how they impact the hr manager and the organization in terms of wellbeing and performance. Magdalene ang chooi hwa december 2012 emotional labor and emotional exhaustion, journal of management research volume 12, issue no. This thesis contributes to a more nuanced understanding of emotional labour. Defining and analysing emotional labor philosophy essay. Wharton department of sociology, washington state university, vancouver, washington 98686. A sample of 176 individuals from 10 different customer service organizations. To date, however, the specific mechanisms in understanding the relation of emotional labor with stress outcomes have been unclear. In fact, it is one of the most studied tsang, 2014. They argued that increased awareness of the need for emotional labour in social work could help workers and employers be more careful about creating supportive working environments with plenty of opportunities for peer supervision. Emotional labor can be defined as the degree of manipulation of ones inner feelings or outward behavior to display the appropriate emotion in response to display rules or occupational norms. Labor in industrial society was defined as a productive activity, that is, producing commodities for economic gain, and manual dexterity and tool.
1344 575 1027 258 1124 866 938 1260 1052 1461 218 871 112 1157 834 1614 275 780 1110 1068 262 119 1234 858 1091 956 646 601 1456 892 1349 823 961 659 696 1429 201 1450