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Cited by 564

The DOI matches its Crossref record; 10 of the 10 references it cites were found in a registry or an index.

Understanding the emotional labor process: a control theory perspective

Diefendorff, James M., Gosserand, Robin H.·2003·Journal of Organizational Behavior
DOI 10.1002/job.230
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Abstract

A dynamic, process‐oriented approach to understanding emotional labor is presented, utilizing concepts from control theory models of behavioral self‐regulation. Emotional labor is characterized as involving a discrepancy monitoring and reduction process, whereby perceptions of emotional displays and emotional display rules are continuously compared. If a discrepancy between emotional displays and display rules is detected, individuals are proposed to use emotion regulation strategies to reduce the discrepancy. The goal hierarchy aspect of control theory is used to describe emotional labor in the broader context of job performance and explain how positive and negative outcomes can result from the emotional labor process. Propositions are developed throughout the paper. Copyright © 2003 John Wiley & Sons, Ltd.

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Show all 10 references

Research works printed but not linked: 38

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Cited by

Metadata

Authors
Diefendorff, J. M., & Gosserand, R. H.
Venue
Journal of Organizational Behavior
Publisher
Wiley
Published
2003-11-17
Volume
24
Issue
8
Pages
945-959
ISSN
  • 0894-3796 (ISSN-L)
  • 1099-1379
DOI
10.1002/job.230
OpenAlex
W1963930039
Cited by
564
References
10
FWCI
30.84
Type
journal article
Language
en
Open access
closed
Licence
onlinelibrary.wiley.com/termsAndConditions#vor (vor)

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