Emotional labor actors, well-being, and objective performance A latent profile analysis of emotional labor strategies
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Aug 31, 2017
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Abstract
To manage the emotional labor demands, employees may primarily rely on one strategy or the other while they may use surface and deep acting in conjunction. However, most research on emotional labor have investigated how two emotional labor strategies function to predict employee well-being separately. This variable-centered perspective is difficult to capture subpopulations of employees who may differ in their combined use of surface and deep acting. Using latent profile analysis, the current study examined potential emotional labor profiles from a person-centered perspective. We identified 5 emotional labor profiles: trying yet faking, some faking, high deep actors, high regulators, and moderates. Also this profiles differently predicted employee well-being (emotional exhaustion and job satisfaction) and objective performance (new sales and member increase). The present study captured the particular conditions in which emotional labor may lead to positive or negative outcomes for employees and organizations.
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Park, C., & Chang, J. (2017). Emotional labor actors, well-being, and objective performance: A latent profile analysis of emotional labor strategies. Korean Journal of Industrial and Organizational Psychology, 30(3), 393–413. https://doi.org/10.24230/kjiop.v30i3.393-413
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Empirical Articles
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Lanza, S. T., Tan, X., & Bray, B. C. (2013). Latent class analysis with distal outcomes: A flexible model-based approach. Structural Equation Modeling, 20, 1-26.
Maslach, C., & Jackson, S. E. (1981). The Maslach Burnout Inventory. Palo Alto, CA: Consulting Psychologists Press.
Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A. (2012). Moving emotional labor beyond surface and deep acting: A discordance- congruence perspective. Organizational Psychology Review, 2, 6-53.
Muthén, B. O., & Muthén, L. K. (2000). Integrating person-centered and variable- centered analysis: Growth mixture modeling with latent trajectory classes. Alcoholism: Clinical and Experimental Research, 24, 882-891.
Muthén, L. K., & Muthén, B. O. (2010). Mplus user’s guide. Los Angeles, CA: Muthén & Muthén.
Nylund, K. L., Asparouhov, T., & Muthén, B. O. (2007). Deciding on the number of classes in latent class analysis and growth mixture modeling: A Monte Carlo simulation study. Structural Equation Modeling, 14, 535-569.
Wang, M., & Hanges, P. J. (2011). Latent class procedures: Applications to organizational research. Organizational Research Methods, 14, 24-31.
Wharton, A. S. (1993). The affective consequences of service work. Work and Occupations, 20, 205-232.
박춘신, 장재윤 (2012). 방문형 학습지 교사의 정서노동, 정서적 고갈, 이직의도 및 고객지향성 간의 관계. 한국심리학회지: 산업 및 조직, 25, 775-799.
양경욱, 윤세준, 채연주 (2016). 감정노동의 사람 중심적 접근. 대한경영학회지, 29, 1435-1459.
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88-115.
Bhave, D., & Glomb, T. M. (2016). The role of occupational emotional labor requirements on the surface acting-job satisfaction relationship. Journal of Management, 42, 722-741.
Bono, J. E., & Vey, M. A. (2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. In C. E. J. Hartel, W. J. Zerbem, & N. M. Ashkanasy (Eds.), Emotions in organizational behavior (pp. 213-233). Mahwah, NJ: Erlbaum.
Brayfield, A. H., & Rothe, H. F. (1951). An index of job satisfaction. Journal of Applied Psychology, 35, 307-311.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work.” Journal of Vocational Behavior, 60, 17-39.
Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7, 57-67.
Brotheridge, C., & Lee, R. T. (2003). Development and validation of the Emotional Labour Scale. Journal of Occupational and Organizational Psychology, 76, 365-379.
Chi, N. W., Grandey, A., Diamond, J., & Krimmel, K. (2011). Want a tip? Service performance as a function of emotion regulation and extraversion. Journal of Applied Psychology, 96, 1337-1346.
Côté, S. (2005). A social interaction model of the effects of emotion regulation on work strain. Academy of Management Review, 30, 509-530.
Gabriel, A. S., Daniels, M. A., Diefendorff, J. M., & Greguras, G. J. J. (2015). Emotional labor actors: A latent profile analysis of emotional labor strategies. Journal of Applied Psychology, 100, 863-879.
Gabriel, A. S., & Diefendorff, J. (2015). Emotional labor dynamics: A momentary approach. Academy of Management Journal, 58, 1804- 1825.
Goldberg, L. S., & Grandey, A. A. (2007). Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12, 301-318.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110.
Grandey, A. A. (2003). When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46, 86-96.
Grandey, A., & Diamond, J. (2010). Interactions with the public: Bridging job design and emotional labor perspectives. Journal of Organizational Behavior, 31, 338-350.
Grandey, A. A., & Gabriel, A. (2015). Emotional labor at a crossroads: Where do we go from here? Annual Review of Organizational Psychology and Organizational Behavior, 2, 323-349.
Grandey, A. A., & Melloy, R., C. (2017). The state of the heart: Emotional labor as emotion regulation reviewed and revised. Journal of Occupational Health Psychology, 1-16.
Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2, 271-299.
Gutek, B. A., Groth, M., & Cherry, B. 2002. Achieving service success through relationships and enhanced encounters. Academy of Management Executive, 16, 132-140.
Hobfoll, S. E. (1989). Conservation of resources. A new attempt at conceptualizing stress. American Psychologist, 44, 513-524.
Hochschild, A. R. (1983). The managed heart: The commercialization of feeling. Berkeley, CA: University of California Press.
Holman, D., Martinez-Iñigo, D., & Toterdell, P. (2008). Emotional labour and employee well-being: An integrative review. In N. M. Ashkanasy & C. L. Cooper (Eds.). Research companion to emotion in organizations (pp. 301-315). Northampton, MA: Edward Elgar Publishing.
Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16, 361-389.
Hülsheger, U. R., Lang, J. W. B., & Maier, G. W. (2010). Emotional labor, strain, and performance: Testing reciprocal relationships in a longitudinal panel study. Journal of Occupational Health Psychology, 15, 505-521.
Hülsheger, U. R., Lang, J. W. B., Schewe, A. F., & Zijlstra, F. R. H. (2015). When regulating emotions at work pays off: A diary and an intervention study on emotion regulation and customer tips in service jobs. Journal of Applied Psychology, 100, 263-277.
Kim, H., Hur, W., Moon, T., & Jun, J. (2017). Is all support equal? The moderating effects of supervisor, coworker, and organizational support on the link between emotional labor and job performance. Business Research Quarterly, 20, 124-136.
Lanza, S. T., Tan, X., & Bray, B. C. (2013). Latent class analysis with distal outcomes: A flexible model-based approach. Structural Equation Modeling, 20, 1-26.
Maslach, C., & Jackson, S. E. (1981). The Maslach Burnout Inventory. Palo Alto, CA: Consulting Psychologists Press.
Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A. (2012). Moving emotional labor beyond surface and deep acting: A discordance- congruence perspective. Organizational Psychology Review, 2, 6-53.
Muthén, B. O., & Muthén, L. K. (2000). Integrating person-centered and variable- centered analysis: Growth mixture modeling with latent trajectory classes. Alcoholism: Clinical and Experimental Research, 24, 882-891.
Muthén, L. K., & Muthén, B. O. (2010). Mplus user’s guide. Los Angeles, CA: Muthén & Muthén.
Nylund, K. L., Asparouhov, T., & Muthén, B. O. (2007). Deciding on the number of classes in latent class analysis and growth mixture modeling: A Monte Carlo simulation study. Structural Equation Modeling, 14, 535-569.
Wang, M., & Hanges, P. J. (2011). Latent class procedures: Applications to organizational research. Organizational Research Methods, 14, 24-31.
Wharton, A. S. (1993). The affective consequences of service work. Work and Occupations, 20, 205-232.