The DOI matches its Crossref record; 7 of the 7 references it cites were found in a registry or an index.
Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process?
Abstract
This survey study of 176 participants from eight customer service organizations investigated how individual factors moderate the impact of emotional labor strategies on employee well-being. Hierarchical regression analyses indicated that gender and autonomy were significant moderators of the relationships between emotional labor strategies and the personal outcomes of emotional exhaustion, affective well-being, and job satisfaction. Females were more likely to experience negative consequences when engaging in surface acting. Autonomy served to alleviate negative outcomes for individuals who used emotional labor strategies often. Contrary to our hypotheses, emotional intelligence did not moderate the relationship between the emotional labor strategies and personal outcomes. Results demonstrated how the emotional labor process can influence employee well-being.
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Gross, J. J., & John, O. P. (2003) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.85.2.348 · Cited by 11,929
The emerging field of emotion regulation: an integrative review
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The case for the ability‐based model of emotional intelligence in organizational behavior
Daus, C. S., & Ashkanasy, N. M. (2005) · Journal of Organizational Behavior · doi:10.1002/job.321 · Cited by 441
Emotional expression in cancer onset and progression
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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
A comprehensive meta-analysis of the relationship between Emotional Intelligence and health
Martins, A., Ramalho, N., & Morin, E. (2010) · Personality and Individual Differences · doi:10.1016/j.paid.2010.05.029 · Cited by 1,070
A meta-analysis of burnout with job demands, resources, and attitudes
Alarcon, G. M. (2011) · Journal of Vocational Behavior · doi:10.1016/j.jvb.2011.03.007 · Cited by 845
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
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
- Johnson, H.-A. M., & Spector, P. E.
- Venue
- Journal of Occupational Health Psychology
- Published
- 2007-10
- Volume
- 12
- Issue
- 4
- Pages
- 319-333
- ISSN
- 1076-8998 (ISSN-L)
- 1939-1307
- OpenAlex
- W2016593112
- Cited by
- 437
- References
- 7
- FWCI
- 36.13
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
