Latent profile analysis ofemotional labor strategies in subordinate roles Group differences in antecedents and job effectiveness
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Aug 31, 2017
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Abstract
The purpose of this study was to (1) confirm how employees utilize each regulation strategy of emotional labor(surface and deep acting) based on person-centered approach and (2) to examine determinants for each profile and the relationship between each profile and job effectiveness. A total of 507 employees working in a variety of different fields in Korea participated in an on-line survey. To identify sub-populations of emotional labor strategies in subordinate roles, latent profile analysis was adopted. The results indicated that five groups(surface actors, deep actors, non actors, low actors, regulators) were classified. In addition, each group was significantly distinguished by the antecedents of social stressor and leader trust, also related to various outcome variables(i.e., burn-out, job engagement, turn-over intention, felt-inauthenticity). These results showed how variables operate within people and shed light on variable-centered approach ignoring the possibility of distinct combinations of emotional regulation strategies. On the basis of the results, the implications and future research directions were discussed.
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Yeum, S., & Kim, M. (2017). Latent profile analysis ofemotional labor strategies in subordinate roles: Group differences in antecedents and job effectiveness. Korean Journal of Industrial and Organizational Psychology, 30(3), 465–489. https://doi.org/10.24230/kjiop.v30i3.465-489
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Empirical Articles
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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김유선 (2012). MBI-GS 타당도 연구: inefficacy 척도의 적용. 호서대학교 일반대학원 석사학위논문
김은정, 유태용 (2004). 외식 서비스업 종사자의 직무관련변인과 성격특성이 이직의도에 미치는 영향. 한국심리학회지: 산업 및 조직, 17(3), 355-373.
노언경, 홍세희 (2012). 청소년의 컴퓨터사용 목적에 따른 잠재프로파일분류 및 관련변인들의 영향력 검증. 한국청소년연구, 23 (3), 51-76.
박건우, 김명소, 한영석 (2014). 상사에 대한 정서노동의 예측변인 탐색 및직무소진과의 관계모형 검증. 한국심리학회지: 산업 및 조직, 27(1), 267-290.
신강현 (2003). 일반직 종사자를 위한 직무소진 척도(MBI-GS)에 대한 타당화 연구. 한국심리학회지: 산업 및 조직, 16(3), 1-17.
양경욱, 윤세준, & 채연주. (2016). 감정노동의 사람 중심적 접근. 대한경영학회지, 29, 1435-1459.
윤다혜 (2016, 8, 23) 직장 내 최악의 상사 1위는. 뉴스토마토. http://www.newstomato.com/ ReadNews.aspx?no=683254에서 검색
이 랑, 김완석, 신강현 (2006). 직무탈진과 직무열의의 요구-자원모델에서 정서노동전략의 역할. 한국심리학회지: 산업 및 조직, 19(4), 573-596.
이소아 (2015, 3, 16) 직장인이 일 말고 피로한 이유는?. 중앙일보. http://news.joins.com/ article/17362387 에서 검색
이영석, 오동근, 서용원 (2004). 회사신뢰 및 상사신뢰의 결정요인. 한국심리학회지: 산업 및 조직, 17(2), 147-186.
장재규, 김학수 (2016). 표면행동, 감정소진, 이직의도 간의 관계: 리더-부하 교환관계의 조절된 매개효과. 대한경영학회지, 29(7), 1129-1150.
정선화, 탁진국 (2013). 리더의 임파워링행동이 혁신행동과 직무열의에 미치는 영향. 한국심리학회지: 산업 및 조직, 26(4), 533-553.
정윤선, 양명희 (2014). 우리나라 고등학생의 자기조절 학습유형 탐색. 한국심리학회지: 학교, 11(3), 499-518.
최창환, 김태구, 이승곤 (2013). 호텔접점직원의 고객관련 사회적 스트레스 요인, 감정부조화, 감정고갈과 고객지향성의 구조적 관계. 호텔경영학연구, 22(6), 309-330.
최현주, 조민회 (2014). 자기결정성이론에 따른 학습동기변화의 잠재프로파일 분류 및 영향요인 검증. 한국심리학회지: 학교, 11(1), 253-274.
Allen, J. A., Pugh, S. D., Grandey, A. A., & Groth, M. (2010). Following display rules in good or bad faith?: Customer orientation as a moderator of the display rule-emotional labor relationship. Human Performance, 23(2), 101- 115.
Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of management journal, 49(6), 1229-1238.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of vocational behavior, 60(1), 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(1), 57.
Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The customer orientation of service workers: Personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
Burke, C. S., Sims, D. E., Lazzara, E. H., & Salas, E. (2007). Trust in leadership: A multi-level review and integration. The Leadership Quarterly, 18(6), 606-632.
Carlson, D., Ferguson, M., Hunter, E., & Whitten, D. (2012). Abusive supervision and work–family conflict: The path through emotional labor and burnout. The Leadership Quarterly, 23(5), 849-859.
Chi, N. W., Grandey, A. A., Diamond, J. A., & Krimmel, K. R. (2011). Want a tip? Service performance as a function of emotion regulation and extraversion. Journal of Applied Psychology, 96(6), 1337.
Diefendorff, J. M., Richard, E. M., & Croyle, M. H. (2006). Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions. Journal of Occupational and Organizational Psychology, 79(2), 273-298.
Donovan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: Job satisfaction, commitment, and organizational citizenship behaviors. Journal of marketing, 68(1), 128-146.
Dormann, C., & Zapf, D. (2004). Customer-related social stressors and burnout. Journal of occupational health psychology, 9(1), 61.
Erickson, R, J., & Wharton, A, S. (1997). Inauthenticity and depression assessing the consequences of interactive service work. Work and occupations, 24(2), 188-213.
Gabriel, A. S., Daniels, M. A., Diefendorff, J. M., & Greguras, G. J. (2015). Emotional labor actors: A latent profile analysis of emotional labor strategies. Journal of Applied Psychology, 100(3), 863.
Gardner, W. L., Fischer, D., & Hunt, J. G. J. (2009). Emotional labor and leadership: A threat to authenticity?. The Leadership Quarterly, 20(3), 466-482.
Goodwin, R. E., Groth, M., & Frenkel, S. J. (2011). Relationships between emotional labor, job performance, and turnover. Journal of Vocational Behavior, 79(2), 538-548.
Grandey, A. A. (2000). Emotional regulation in the workplace: A new way to conceptualize emotional labor. Journal of occupational health psychology, 5(1), 95.
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(1), 86-96.
Grandey, A. A., Fisk, G. M., & Steiner, D. D. (2005). Must" service with a smile" be stressful? The moderating role of personal control for American and French employees. Journal of Applied Psychology, 90(5), 893.
Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of occupational health psychology, 12(1), 63.
Grandey, A., Diefendorff, J., & Rupp, D. E. (Eds.). (2013). Emotional labor in the 21st century: Diverse perspectives on emotion regulation at work. Routledge.
Hochschild, A. R. (1979). Emotion work, feeling rules, and social structure. American journal of sociology, 551-575.
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(3), 361.
Humphrey, R. H. (2012). How do leaders use emotional labor?. Journal of Organizational Behavior, 33(5), 740-744.
Jackson, S. E., & Maslach, C. (1982). After‐effects of job‐related stress: Families as victims. Journal of organizational behavior, 3(1), 63-77.
Keltner, D., & Haidt, J. (2001). Social functions of emotions at four levels of analysis. Cognition & Emotion, 13(5), 505-521.
Kruml, S. M., & Geddes, D. (2000). Exploring the dimensions of emotional labor the heart of Hochschild’s work. Management communication quarterly, 14(1), 8-49.
Lee, R. T., & Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of applied Psychology, 81(2), 123.
Liu, Y., Prati, L. M., Perrewe, P. L., & Ferris, G. R. (2008). The relationship between emotional resources and emotional labor: An exploratory study. Journal of Applied Social Psychology, 38(10), 2410-2439.
Marsh, H. W., Lüdtke, O., Trautwein, U., & Morin, A. J. (2009). Classical latent profile analysis of academic self-concept dimensions: Synergy of person-and variable-centered approaches to theoretical models of self- concept. Structural Equation Modeling, 16(2), 191-225.
Maslach, C., Jackson, S. E., & Leiter, M. P. (1997). Maslach burnout inventory. Evaluating stress: A book of resources, 3, 191-218.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual review of psychology, 52(1), 397-422.
McCrae, J. S., Chapman, M. V., & Christ, S. L. (2006). Profile of children investigated for sexual abuse: association with psychopathology symptoms and services. American Journal of Orthopsychiatry, 76(4), 468.
Merz, E. L., & Roesch, S. C. (2011). A latent profile analysis of the Five Factor Model of personality: modeling trait interactions. Personality and individual differences, 51(8), 915-919.
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