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On the costs and benefits of emotional labor: A meta-analysis of three decades of research.
Open accessAbstract
This article provides a quantitative review of the link of emotional labor (emotion-rule dissonance, surface acting, and deep acting) with well-being and performance outcomes. The meta-analysis is based on 494 individual correlations drawn from a final sample of 95 independent studies. Results revealed substantial relationships of emotion-rule dissonance and surface acting with indicators of impaired well-being (ρs between .39 and .48) and job attitudes (ρs between -.24 and -.40) and a small negative relationship with performance outcomes (ρs between -.20 and -.05). Overall, deep acting displayed weak relationships with indicators of impaired well-being and job attitudes but positive relationships with emotional performance and customer satisfaction (ρs .18 and .37). A meta-analytic regression analysis provides information on the unique contribution of emotion-rule dissonance, surface acting, and deep acting in statistically predicting well-being and performance outcomes. Furthermore, a mediation analysis confirms theoretical models of emotional labor which suggest that surface acting partially mediates the relationship of emotion-rule dissonance with well-being. Implications for future research as well as pragmatic ramifications for organizational practices are discussed in conclusion.
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Cited by
Hülsheger, U. R., Alberts, H. J. E. M., Feinholdt, A., & Lang, J. W. B. (2013) · Journal of Applied Psychology · doi:10.1037/a0031313 · Cited by 1,433
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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
Brescoll, V. L. (2016) · The Leadership Quarterly · doi:10.1016/j.leaqua.2016.02.005 · Cited by 426
Linking Goal Progress and Subjective Well-Being: A Meta-analysis
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Metadata
- Authors
- Hülsheger, U. R., & Schewe, A. F.
- Venue
- Journal of Occupational Health Psychology
- Published
- 2011-07
- Volume
- 16
- Issue
- 3
- Pages
- 361-389
- ISSN
- 1076-8998 (ISSN-L)
- 1939-1307
- OpenAlex
- W2105985103
- Cited by
- 1,269
- References
- 29
- FWCI
- 31.15
- Type
- journal article
- Language
- en
- Open access
- green
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