Emotional Labor Effects on Job Satisfaction
Emotional Labor 1 Running Head: EMOTIONAL LABOR EFFECTS ON JOB
Emotional Labor Effects on Job Satisfaction and Employee Performance
PSY5002 Section: 04
Emotional Labor 2
Abstract
A study was conducted to examine the effects of emotional labor on the well-being of customer service employees. In the article, Emotional labor in service roles, BE Ashforth and RH Humphrey explain that over the past two decades emotional labor literature has investigated emotion control policies that employees must adhere to while interacting with customers and strategies that employees use to adhere to company expectations of emotional display (as cited in Hurst, Judge, & Woolf, 2009, p. 57). Participates of the study were used to test the differential effects of the strategies, deep and surface acting, on job satisfaction and emotional exhaustion with personality variables. The findings of this study along with two similar studies, testing emotional anguish and burnout of employees, suggest that both personality traits and organization expectations and resources play vital roles in employee well-being and job satisfaction.
Emotional Labor 3
Emotional Labor Effects on Job Satisfaction and Employee Performance
Increasing numbers of research studies are being conducted to examine where human emotion fits into organizations, due to job dissatisfaction, deteriorating job performance, and mental health of service workers. Psychosocial characteristics of workplaces that give rise to health related problems in workers such as emotional anguish, burnout, and depression are evaluated in these studies. A review, titled Burnout and Health by Leiter & Maslach, explained that “research has established that burnout is a stress phenomenon that
Emotional Labor Effects on Job Satisfaction and Employee Performance
PSY5002 Section: 04
Emotional Labor 2
Abstract
A study was conducted to examine the effects of emotional labor on the well-being of customer service employees. In the article, Emotional labor in service roles, BE Ashforth and RH Humphrey explain that over the past two decades emotional labor literature has investigated emotion control policies that employees must adhere to while interacting with customers and strategies that employees use to adhere to company expectations of emotional display (as cited in Hurst, Judge, & Woolf, 2009, p. 57). Participates of the study were used to test the differential effects of the strategies, deep and surface acting, on job satisfaction and emotional exhaustion with personality variables. The findings of this study along with two similar studies, testing emotional anguish and burnout of employees, suggest that both personality traits and organization expectations and resources play vital roles in employee well-being and job satisfaction.
Emotional Labor 3
Emotional Labor Effects on Job Satisfaction and Employee Performance
Increasing numbers of research studies are being conducted to examine where human emotion fits into organizations, due to job dissatisfaction, deteriorating job performance, and mental health of service workers. Psychosocial characteristics of workplaces that give rise to health related problems in workers such as emotional anguish, burnout, and depression are evaluated in these studies. A review, titled Burnout and Health by Leiter & Maslach, explained that “research has established that burnout is a stress phenomenon that
References: Searle, B. (2008, July). Does personal initiative training work as a stress management intervention?. Journal of Occupational Health Psychology, 12(3), 259-270. . Hurst C, Judge, A.T., Woolf, F.E. (2009). Is Emotional Labor More Difficult For Some Than For Others? A Multilevel, Experience-Sampling Study. Personal Psychology, 62, 57-88 Leiter, M.P., Maslach C. (2008). Early Predictors of Job Burnout and Engagement. Journal of Applied Psycholgy, Vol. 93, No. 3, 498-512 Ducharme, L.J., Knudsen, H. K., Roman, P.M. (2009), Turnover Intention and Emotional Exhaustion “at the Top”: Adapting the Job Demands-Resources Model to Leaders of Addiction Treatments Organizations. Journal of Occupational Health Psychology, Vol. 14, No. 1, 84-95 Beckers, D. G. J., Geurts S. A. E., Kompier, M. A. J., Smulders, P. G. W., Taris, T. W., (2009), Worktime Demands and Work-Family Interference: Does Worktime Control Buffer the Adverse Effects of High Demands?. Journal of Business Ethics, 84: 229-241 Emotional Labor 14 Elo, A.L, PhD, Ervasti, J. MA, Kuosma, E., MSocSc, Mattila, P. MA. (2008). Evaluation of an Organizational Stress Management Program in a Municipal Public Works Organization Journal of Occupational Health Psychology, Vol. 13, No. 1. 10-23