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Staying Engaged When You're on Stage...

Pelosi, Emily M.

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Staying Engaged When You're on Stage: The Effects of Emotional Labor, Competence, and Relatedness on Work Engagement.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Staying Engaged When You're on Stage: The Effects of Emotional Labor, Competence, and Relatedness on Work Engagement./
Author:	Pelosi, Emily M.
Description:	92 p.
Notes:	Source: Dissertation Abstracts International, Volume: 77-03(E), Section: B.
Contained By:	Dissertation Abstracts International77-03B(E).
Subject:	Occupational psychology. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3731780
ISBN:	9781339182582

Staying Engaged When You're on Stage: The Effects of Emotional Labor, Competence, and Relatedness on Work Engagement.
Pelosi, Emily M.

Staying Engaged When You're on Stage: The Effects of Emotional Labor, Competence, and Relatedness on Work Engagement. - 92 p.

Source: Dissertation Abstracts International, Volume: 77-03(E), Section: B.

Thesis (Ph.D.)--Seattle Pacific University, 2015.

Customer service jobs make up a large part of the economy. In 2013, the Bureau of Labor Statistics (BLS) reported that almost 21% of employment in the United States is made up of customer-facing, interpersonally based jobs. Customer service transactions require emotional effort, an interpersonal emotional regulation called emotional labor. Present research provides support for the proposition that emotional labor, particularly surface acting, is associated with negative outcomes. However, very little research exists on the relationship between emotional labor and work engagement. The purpose of this study was to investigate the relationship between emotional labor and work engagement and the moderating effects of self-determination theory needs (autonomy, competence, and relatedness) on work engagement. This study included 145 participants from the United States, 67.6% of which were male and 32.4% female between 20-67 years old (M = 31.81; SD = 9.95). To be included participants were required to work at least part-time in a customer service role and spend at least of 20% of that time interacting directly with customers. Participants completed an initial survey including demographics, emotional labor, and the extent to which their jobs included autonomy, competence, and relatedness. One day later, participants received a follow-up survey where they were asked to rate their individual levels of work engagement. Results from regression analyses indicated that surface acting was negatively related to work engagement (b = -0.45; p < .001) and deep acting was positively related (b = 0.47; p < .001). Autonomy, competence, and relatedness were all positively related to engagement (r =.63, .64, .46, respectively; p < .001). Competence synergistically moderated the relationship between deep acting and engagement such that higher levels of deep acting combined with competence were associated with higher levels of engagement (interaction term: b = 0.14, p = .04). Relatedness significantly moderated the emotional labor---engagement relationship for both surface acting and deep acting such that higher conditions of relatedness were associated with higher levels of engagement in both circumstances (interaction with surface acting: b = -.16, p = .025; deep acting: b = 0.14, p = .03).

ISBN: 9781339182582Subjects--Topical Terms:

2122852
Occupational psychology.

Staying Engaged When You're on Stage: The Effects of Emotional Labor, Competence, and Relatedness on Work Engagement.
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245 1 0 $a Staying Engaged When You're on Stage: The Effects of Emotional Labor, Competence, and Relatedness on Work Engagement.
300 $a 92 p.
500 $a Source: Dissertation Abstracts International, Volume: 77-03(E), Section: B.
500 $a Adviser: Paul Yost.
502 $a Thesis (Ph.D.)--Seattle Pacific University, 2015.
520 $a Customer service jobs make up a large part of the economy. In 2013, the Bureau of Labor Statistics (BLS) reported that almost 21% of employment in the United States is made up of customer-facing, interpersonally based jobs. Customer service transactions require emotional effort, an interpersonal emotional regulation called emotional labor. Present research provides support for the proposition that emotional labor, particularly surface acting, is associated with negative outcomes. However, very little research exists on the relationship between emotional labor and work engagement. The purpose of this study was to investigate the relationship between emotional labor and work engagement and the moderating effects of self-determination theory needs (autonomy, competence, and relatedness) on work engagement. This study included 145 participants from the United States, 67.6% of which were male and 32.4% female between 20-67 years old (M = 31.81; SD = 9.95). To be included participants were required to work at least part-time in a customer service role and spend at least of 20% of that time interacting directly with customers. Participants completed an initial survey including demographics, emotional labor, and the extent to which their jobs included autonomy, competence, and relatedness. One day later, participants received a follow-up survey where they were asked to rate their individual levels of work engagement. Results from regression analyses indicated that surface acting was negatively related to work engagement (b = -0.45; p < .001) and deep acting was positively related (b = 0.47; p < .001). Autonomy, competence, and relatedness were all positively related to engagement (r =.63, .64, .46, respectively; p < .001). Competence synergistically moderated the relationship between deep acting and engagement such that higher levels of deep acting combined with competence were associated with higher levels of engagement (interaction term: b = 0.14, p = .04). Relatedness significantly moderated the emotional labor---engagement relationship for both surface acting and deep acting such that higher conditions of relatedness were associated with higher levels of engagement in both circumstances (interaction with surface acting: b = -.16, p = .025; deep acting: b = 0.14, p = .03).
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