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
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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Background
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Cited by
Emotional intelligence: An integrative meta-analysis and cascading model
Joseph, D. L., & Newman, D. A. (2010) · Journal of Applied Psychology · doi:10.1037/a0017286 · Cited by 1,722
Emotional Labor at a Crossroads: Where Do We Go from Here?
Grandey, A. A., & Gabriel, A. S. (2015) · Annual Review of Organizational Psychology and Organizational Behavior · doi:10.1146/annurev-orgpsych-032414-111400 · Cited by 664
Ashford, S. J., Caza, B. B., & Reid, E. M. (2018) · Research in Organizational Behavior · doi:10.1016/j.riob.2018.11.001 · Cited by 582
Mauss, I. B., Bunge, S. A., & Gross, J. J. (2007) · Social and Personality Psychology Compass · doi:10.1111/j.1751-9004.2007.00005.x · Cited by 538
The state of the heart: Emotional labor as emotion regulation reviewed and revised.
Grandey, A. A., & Melloy, R. C. (2017) · Journal of Occupational Health Psychology · doi:10.1037/ocp0000067 · Cited by 474
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
- OpenAlex
- W1963930039
- Cited by
- 564
- References
- 10
- FWCI
- 30.84
- Type
- journal article
- Language
- en
- Open access
- closed
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