The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Well-Being
Abstract
Although early research suggested that the performance of emotional labor had deleterious effects on workers, recent empirical investigations have been equivocal. The performance of emotional labor appears to have diverse consequences for workers—both negative and positive. Variation in the consequences of emotional labor may be due to the different forms of emotion management involved. There is also evidence that the effects of emotional labor are specified by other work conditions. The effects of two forms of emotional labor on work stress, job satisfaction, and psychological distress—self-focused and other-focused emotion management—are explored using data from a survey of workers in a large organization. Results indicate that both forms of emotional labor have uniformly negative effects on workers, net of work complexity, control, and demands. Emotional labor increases perceptions of job stress, decreases satisfaction, and increases distress. Self-focused emotion management has the most pervasive and detrimental impacts. There is little evidence of interaction effects of work conditions and emotional labor.
... Instead, recipients of care recalled how the chaplain made them feel. This intentional evocation of emotion by a worker in another person is what Karen Pugliesi calls, "other-focused emotional labor"-"efforts to help others manage distress, to enhance others' self-esteem, and to mediate conflicts" (Pugliesi 1999). ...
... Hochschild first defined emotional labor as labor which "requires one to induce or suppress feeling in order to sustain the outward countenance that produces the proper state of mind in others" (Hochschild 1983, p. 7). There are two components to this definition: the management of one's own emotions, or "self-focused emotional labor" (Pugliesi 1999), and the "efforts to change others' emotions" (Seery and Corrigall 2009), which has been termed "other-focused emotional labor" (Pugliesi 1999). Much of the literature on emotional labor has prioritized self-focused emotional labor. ...
... Hochschild first defined emotional labor as labor which "requires one to induce or suppress feeling in order to sustain the outward countenance that produces the proper state of mind in others" (Hochschild 1983, p. 7). There are two components to this definition: the management of one's own emotions, or "self-focused emotional labor" (Pugliesi 1999), and the "efforts to change others' emotions" (Seery and Corrigall 2009), which has been termed "other-focused emotional labor" (Pugliesi 1999). Much of the literature on emotional labor has prioritized self-focused emotional labor. ...
This paper analyzes the work of chaplaincy and spiritual care from the perspective of care recipients. Chaplains call their work a “ministry of presence,” a term of art that is often unclear to many who are not chaplains. How else might we conceptualize “presence” in order to ground it in the social science literature? Using sociological theory, we show that care recipients may experience a chaplain’s work as emotional labor, specifically “other-focused emotional labor.” Based on in-depth interviews with a sample of 38 care recipients, we find recipients feeling reassured by the chaplain; being offered support and help by the chaplain; and not feeling judged by the chaplain. These findings enlarge sociological concepts about spiritual care to include what recipients experience as emotional labor and call for a broader engagement between sociologists of religion and emotions.
... The goal of emotional work is to actively influence, generate, or change the way that emotions are expressed throughout continuous encounters and relationships. Reinterpreting an incident or scenario (cognitive), restraining emotional outbursts (behavioural), or lowering arousal by abusing psychoactive drugs (physical) approaches to emotion regulation are all possible (Pugliesi, 1999). ...
Similar to other medical specialities, Ayurvedic physicians have a distinct set of duties and responsibilities, with patient interaction playing a big role. In interpersonal interactions with patients, Ayurvedic physicians need to control their emotions. Emotional labour (EL) is the term used to describe the extreme patience and emotional control required to provide effective patient care. Previous researchers have not given adequate attention to studying the effect of EL on-job satisfaction (JS) and organizational commitment (OC), of Ayurvedic physicians. This research attempts to explore the effect of EL on JS and thereby OC, particularly among Ayurveda physicians in Sri Lanka. Primary data was gathered using multistage sampling from 331 Ayurvedic physicians in Sri Lanka for a structured questionnaire. The Partial Least Squires Structural Equation Model (PLS-SEM) was utilized to analyse the data, with the support of SmartPLS software. The results revealed that EL has a positive influence on OC while EL positively affects JS. The results further confirmed that JS has a positive effect on OC. Finally, the findings demonstrated that JS plays a partially mediating function in the connection between EL and OC. These findings help the advancement of existing knowledge by providing empirical evidence in the context of Ayurvedic physicians in Sri Lanka. Healthcare administrators and policymakers should pay attention to improving emotional labour, job happiness, and organizational commitment of Ayurvedic physicians to enhance patient care efficiency.
... Additionally, being aware of their partner's traits can also help individuals navigate potential conflicts and misunderstandings, leading to stronger and more harmonious relationships overall . [10] Overall, the Big Five personality traits provide a valuable framework for understanding the complexities of human personality and how it influences relationships. By being aware of these traits and how they manifest in ourselves and others, we can better navigate the ups and downs of interpersonal dynamics . ...
Personality traits play a significant role in shaping how individuals navigate their relationships and ultimately determine their satisfaction within those relationships. Research has shown that certain personality traits can have a significant impact on the success and satisfaction of a relationship. For example, individuals who are high in traits such as openness, agreeableness, and emotional stability are more likely to have successful and satisfying relationships. These individuals are more likely to be understanding, empathetic, and able to manage their emotions effectively, which can contribute to a more harmonious and fulfilling relationship. On the other hand, individuals who are high in traits such as neuroticism, extraversion, or conscientiousness may face challenges in their relationships. For example, neurotic individuals may struggle with managing their emotions, leading to conflicts and misunderstandings within the relationship. Extraverted individuals may seek out social interactions and stimulation, which can lead to feelings of neglect or dissatisfaction if their partner does not meet these needs. Additionally, conscientious individuals may have high expectations for themselves and their partners, leading to feelings of disappointment and frustration if these expectations are not met. Overall, understanding the link between personality traits and relationship satisfaction can help individuals navigate their relationships more effectively. By recognizing their own personality traits and those of their partners, individuals can work towards building a more satisfying and fulfilling relationship. Additionally, couples therapy or relationship counseling can be beneficial for couples who are struggling to find common ground or navigate conflicts related to their personality traits. Ultimately, fostering open communication, empathy, and understanding can contribute to a more successful and satisfying relationship for both partners.
... Especially in the service sector, high job performance requires physical, mental, and emotional labor (Ashforth & Humphrey, 1993). Based on the work of Hochschild (1983), Pugliesi (1999) developed the concept of emotional labor from a psychological perspective and concluded that emotional dysregulation at work reduces job satisfaction and increases both work-related stress and physical pain. ...
This study focuses on two key factors influencing job performance, technological value recognition (TVR) and emotional labor, that inform the digital labor job performance model. In this study, we argue that digital enterprises enhancing digital workers’ TVR and emotional labor can enhance employees’ job performance. By analyzing data from 571 digital preschool teachers working in 27 cities in the Yangtze River Delta region of China, we came to the following conclusions: TVR has a positive impact on job performance, emotional labor has a positive impact on job performance, and emotional labor mediates the relationship between TVR and job performance. Our findings also indicate that enhancing the digital resource support employers offered and providing emotional training to employees are two important actions companies can take to improve job performance and innovation capabilities in the digital transformation era.
Research suggests that the nondisclosure of relationships may cause adverse psychological stress; however, no studies have empirically examined the impact of secret workplace romances (WRs) on employee well-being. This article uses the communication privacy management theory as a framework to test workplace romance nondisclosure on job and life satisfaction. Relationship nondisclosure predicted differences in both projected job and life satisfaction. Additionally, individual differences (i.e., gender, age, work experience, conscientiousnes and emotional stability) were tested as moderators of the relationship between WRs and job and life satisfaction. Implications for practitioners (e.g., communication training) about WRs on employee outcomes are discussed.
Many professions require emotional effort from employees to perform their jobs effectively. Research on the consequences of such emotional job demands (EJDs) for employees has yielded mixed findings with only a few longitudinal studies. This study’s aim is to improve the understanding of how EJDs affect the development of employees’ emotional functioning over time, specifically the degree of sympathy they experience toward others, and which factors enhance or buffer this relationship. Drawing on the theoretical model of strengths and vulnerabilities integration, we predict that occupation-level EJDs reduce employees’ sympathy over a 9-year time period. At the same time, we predict that a learning goal orientation (LGO), the motivation for task mastery and self-improvement, buffers the potentially negative effects of EJDs on sympathy changes. We test our model using data from N = 831 working adults from the second and third waves of the Midlife in the United States survey in combination with data from the Occupational Information Network. In line with predictions, results from latent change score models show that although sympathy on average increases over the 9-year span, EJDs have a negative effect on these changes and a LGO moderates this effect so that EJDs have a negative effect on sympathy changes only for employees low in LGO. We discuss implications for theory and practice.
A substantial body of literature examines the determinants of burnout levels among street-level bureaucrats. However, one factor that has not been investigated in relation to the reported burnout levels among public employees is the perceived level of belonging within an agency. We develop a theoretical rationale linking an agency’s level of belongingness with the employee’s reported level of feeling burned-out, with the expectation that this relationship is conditioned by the employee’s gender. When analyzing the perceptions among local law enforcement officers, we find evidence to support our theoretical expectations. For women officers, we find that an increase in the perception that the agency has a culture of belongingness is associated with a decrease in feeling burned out. We find that organizational belongingness has a weaker effect among male officers. These findings contribute to our understanding of how organizational belongingness within a public agency can influence the workforce morale for certain employees.
This study aims to review the diversified and extant literature on sustainable finance and the performance of financial institutions using the Bibliometric and Theories, Contexts, Characteristics, and Methodologies (TCCM) framework by selecting quality papers from the Scopus and Web of Science databases. The study shows that sustainable financing and financial institutions' performance is an emerging field of study, gaining momentum in emerging economies. The study presents top authors and journals, most productive countries, co-occurrence of keywords, and co-citation network by conducting bibliometric analysis. The study investigates major theories, methodologies, and independent and dependent variables used by the studies along with the context of the study. The study concludes that sustainable practices, sound relationships with all stakeholders, financial and non-financial information disclosure, and sound management practices enhance financial institutions' sustainable performance. The study will be a helpful yardstick for financial institutions' policymakers, regulators, and executives in their institutions' policymaking, regulation, and efficient operations. The study will motivate a business person to follow sustainable practices in their business. Besides, the study will be useful for the researcher and academicians in identifying future research discourse.
Purpose
Outside of teaching, little knowledge exists about the emotion work of pedagogical professionals, i.e., the emotion work that is performed in kindergartens, residential homes or school counseling. This study addresses this shortcoming by answering the questions (1) how is emotion work experienced and coped with in pedagogical professions? and (2) how does pedagogical professionals’ emotion work relate to burnout?
Design/methodology/approach
An exploratory sequential mixed methods approach consisting of an interview and a questionnaire was applied. First, n = 10 interviews were conducted to investigate how emotion work is experienced and managed by pedagogical professionals. Second, hypotheses regarding the relationship between identified resources and burnout were derived and empirically tested in a questionnaire survey with n = 97 participants.
Findings
The interviews provided insight into various emotional job demands and resources. Emotion work has been shown to be a key aspect of pedagogical work. Detached concern was identified as an emotion-regulating resource in coping with the resulting emotional job demands. The results of the quantitative phase revealed that pedagogical professionals’ detached concern plays a vital role in preventing burnout.
Originality/value
This study adds new insights to the understanding of emotion work performed in care work professions outside of teaching. The acknowledgement of pedagogical work, as skilled (emotion) work, and the investigation of resources is an important step in improving the working conditions of pedagogical professionals and thus protecting their health and well-being.
Duygusal emek kavramı, günlük iş performansının bir parçası olarak duyguların
yönetimi olarak tanımlanmaktadır. Bu alandaki araştırmaların çoğu, müşterilerin rahat, mutlu ya da huzurlu hissetmelerini sağlamak için çalışanların kendi duygularını biçimlendirmesinin gerekli olduğu hizmet sektöründeki işlerle ilgilidir. Ancak profesyonel mesleklerde duygusal emeğin önemine çok az dikkat edilmiştir. Bu noktada bu çalışmanın amacı, mesleki normların duygusal emek davranışları üzerindeki etkisini ortaya koymak ve bu davranışların bireysel sonuçlarını açıklayabilmektir. Bu kapsamda konuya dair zengin bilgiyi sağlayacağı düşünülen ve tarihsel olarak erken kurumsallaşmış; yoğun iletişim ve etkileşime dayalı olarak icra edilen ve dolayısıyla duygusal emek davranışları için zengin tespitler yapmayı mümkün kılacak mesleki bağlama sahip olan öğretmenler, hekimler ve emekli hakimler seçilmiş ve veri seti yarı yapılandırılmış derinlemesine görüşmeler ile oluşturulmuştur. İçerik analizi sonucunda öğretmenlerin duygusal emek davranışını açıklayan olgular olarak duygu yönetimi, meslek etiği ve profesyonellik ile sosyal destek; hekimler için ise duygu yönetimi ile meslek etiği ve profesyonellik; emekli hakimlerin duygusal emek davranışını açıklayan temalar olarak duygu yönetimi, mesleki normlar ve profesyonellik belirlenmiştir. Bu bulgular ışığında her üç meslek grubunda da mesleki normların duygusal emek davranışı üzerinde güçlü bir belirleyici etkisi olduğu sonucuna ulaşılmıştır.
Anahtar kelimeler: Duygusal emek, mesleki normlar, profesyonel meslekler
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