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Antecedents and outcomes of emotiona...

Sebastijanovic, Marina.

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Antecedents and outcomes of emotional labor.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Antecedents and outcomes of emotional labor./
作者:	Sebastijanovic, Marina.
面頁冊數:	105 p.
附註:	Source: Dissertation Abstracts International, Volume: 71-10, Section: A, page: 3714.
Contained By:	Dissertation Abstracts International71-10A.
標題:	Management. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3424834
ISBN:	9781124248080

Antecedents and outcomes of emotional labor.
Sebastijanovic, Marina.

Antecedents and outcomes of emotional labor. - 105 p.

Source: Dissertation Abstracts International, Volume: 71-10, Section: A, page: 3714.

Thesis (Ph.D.)--University of Houston, 2010.

Emotional labor can be defined as the extent to which workers have to exert effort in expressing organizationally desirable emotions while interacting with customers. Although it is acknowledged that the effects of emotional labor have a significant impact on individual and organizational outcomes, many fundamental issues still remain unresolved. For instance, what are its antecedents, what is the best way it can be measured, and is it harmful or beneficial to employees? The main goal of this study is to develop and test an emotional labor model that specifies some of the antecedents, moderators and consequences of emotional labor. This study also includes a development of an emotional labor measure, which is aimed at evaluating the amount of effort that employees report exerting to manage their emotional expressions in their everyday work. This measure consists of two dimensions: expression of positive display and suppression of negative display. Emotional intelligence, extraversion, organizational identification and job satisfaction were proposed as antecedents of emotional labor while emotional exhaustion and turnover intentions were the outcomes. In addition, perceived organizational support was argued to moderate the relationship between emotional labor and its outcomes. A total of 303 restaurant employees were surveyed in order to examine the proposed relationships among constructs. Results indicated that employee's level of emotional intelligence was negatively related to the amount of effort invested in both expression of positive display and suppression of negative display. Employees with high job satisfaction reported exerting less effort while suppressing negative displays, while extraverted employees reported less effort in expressing positive displays. High levels of emotional exhaustion and high turnover intentions were more likely to be reported among employees who have to exert high levels of effort in suppressing negative emotions. Implications for theory and practice as well as limitations of the study are discussed.

ISBN: 9781124248080Subjects--Topical Terms:

516664
Management.

Antecedents and outcomes of emotional labor.
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520 $a Emotional labor can be defined as the extent to which workers have to exert effort in expressing organizationally desirable emotions while interacting with customers. Although it is acknowledged that the effects of emotional labor have a significant impact on individual and organizational outcomes, many fundamental issues still remain unresolved. For instance, what are its antecedents, what is the best way it can be measured, and is it harmful or beneficial to employees? The main goal of this study is to develop and test an emotional labor model that specifies some of the antecedents, moderators and consequences of emotional labor. This study also includes a development of an emotional labor measure, which is aimed at evaluating the amount of effort that employees report exerting to manage their emotional expressions in their everyday work. This measure consists of two dimensions: expression of positive display and suppression of negative display. Emotional intelligence, extraversion, organizational identification and job satisfaction were proposed as antecedents of emotional labor while emotional exhaustion and turnover intentions were the outcomes. In addition, perceived organizational support was argued to moderate the relationship between emotional labor and its outcomes. A total of 303 restaurant employees were surveyed in order to examine the proposed relationships among constructs. Results indicated that employee's level of emotional intelligence was negatively related to the amount of effort invested in both expression of positive display and suppression of negative display. Employees with high job satisfaction reported exerting less effort while suppressing negative displays, while extraverted employees reported less effort in expressing positive displays. High levels of emotional exhaustion and high turnover intentions were more likely to be reported among employees who have to exert high levels of effort in suppressing negative emotions. Implications for theory and practice as well as limitations of the study are discussed.
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