The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
The Affective Consequences of Service Work: Managing Emotions on the Job
Abstract
Understanding the social-psychology effects of frontline service work requires attention to the emotional labor performed by incumbents of these positions. Using Hochschild's 1983 classification of jobs requiring emotional labor, this study examines the effects of emotional labor on workers employed in the banking and hospital industries. The results suggest that performance of emotional labor does not have uniformly negative consequences for workers, as some accounts imply. Instead, the effects of emotional labor are conditioned by workers' level of job autonomy and job involvement, and their self-monitoring abilities. The conditions under which emotional labor has negative and positive social-psychological consequences are discussed.
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Citations
Cites
Emotion Work, Feeling Rules, and Social Structure
Hochschild, A. R. (1979) · American Journal of Sociology · doi:10.1086/227049 · Cited by 5,962
Cited by
Grandey, A. A. (2003) · Academy of Management Journal · doi:10.2307/30040678 · Cited by 2,285
The Sociology of Emotional Labor
Wharton, A. S. (2009) · Annual Review of Sociology · doi:10.1146/annurev-soc-070308-115944 · Cited by 801
Self-citationA Social Interaction Model Of The Effects Of Emotion Regulation On Work Strain
CÔTÉ, S. (2005) · Academy of Management Review · doi:10.5465/amr.2005.17293692 · Cited by 669
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
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009) · Academy of Management Journal · doi:10.5465/amj.2009.44634116 · Cited by 580
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
Pugh, S. D., Groth, M., & Hennig-Thurau, T. (2011) · Journal of Applied Psychology · doi:10.1037/a0021395 · Cited by 350
Better together? Examining profiles of employee recovery experiences
Bennett, A. A., Gabriel, A. S., Calderwood, C., Dahling, J. J., & Trougakos, J. P. (2016) · Journal of Applied Psychology · doi:10.1037/apl0000157 · Cited by 219
Grandey, A. A., Chi, N., & Diamond, J. A. (2013) · Personnel Psychology · doi:10.1111/peps.12037 · Cited by 136
Emotional labour in service work: Psychological flexibility and emotion regulation
Biron, M., & van Veldhoven, M. (2012) · Human Relations · doi:10.1177/0018726712447832 · Cited by 127
Krannitz, M. A., Grandey, A. A., Liu, S., & Almeida, D. A. (2015) · Journal of Occupational Health Psychology · doi:10.1037/a0038763 · Cited by 81
Managing perceptions of distress at work: Reframing emotion as passion
Wolf, E. B., Lee, J. J., Sah, S., & Brooks, A. W. (2016) · Organizational Behavior and Human Decision Processes · doi:10.1016/j.obhdp.2016.07.003 · Cited by 64
How Idealized Professional Identities Can Persist through Client Interactions
DiBenigno, J. (2022) · Administrative Science Quarterly · doi:10.1177/00018392221098954 · Cited by 57
The role of psychological flexibility in the demands–exhaustion–performance relationship
Onwezen, M. C., van Veldhoven, M. J. P. M., & Biron, M. (2014) · European Journal of Work and Organizational Psychology · doi:10.1080/1359432x.2012.742242 · Cited by 49
The downsides of digital labor: Exploring the toll incivility takes on online comment moderators
Riedl, M. J., Masullo, G. M., & Whipple, K. N. (2020) · Computers in Human Behavior · doi:10.1016/j.chb.2020.106262 · Cited by 48
Metadata
- Authors
- WHARTON, A. S.
- Venue
- Work and Occupations
- Publisher
- SAGE Publications
- Published
- 1993-05
- Volume
- 20
- Issue
- 2
- Pages
- 205-232
- ISSN
- 0093-9285 (ISSN-L)
- 0730-8884
- 1552-8464
- OpenAlex
- W2148643743
- Cited by
- 984
- References
- 1
- FWCI
- 23.29
- 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.
