The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
Exploring the Dimensions of Emotional Labor: The Heart of Hochschild’s Work
Open accessAbstract
This study empirically identifies the dimensions and initiates the development of a measure of emotional labor. Phase 1 of this project generated items for an exploratory questionnaire to which a broad sample of service workers responded (N = 358). Analysis revealed two dimensions of emotional labor: emotive effort, a construct never before identified in the emotional labor literature; and emotive dissonance, an acknowledged dimension that is further validated by this study. Several viable antecedent constructs of emotional labor also were identified and incorporated into an emerging model of emotional labor. In Phase 2, revised scales were administered to a second sample of service workers (N = 427) for reliability and validity purposes. Structural equation modeling also was used to establish relationships among emotional labor’s dimensions and various antecedent variables, facilitating development of a model of emotional labor.
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Cites
Comparative fit indexes in structural models.
Bentler, P. M. (1990) · Psychological Bulletin · doi:10.1037/0033-2909.107.2.238 · Cited by 25,266
Self-Reports in Organizational Research: Problems and Prospects
Podsakoff, P. M., & Organ, D. W. (1986) · Journal of Management · doi:10.1177/014920638601200408 · Cited by 17,102
Emotion Work, Feeling Rules, and Social Structure
Hochschild, A. R. (1979) · American Journal of Sociology · doi:10.1086/227049 · Cited by 5,962
A Review of Scale Development Practices in the Study of Organizations
Hinkin, T. R. (1995) · Journal of Management · doi:10.1177/014920639502100509 · Cited by 3,193
The impact of interpersonal environment on burnout and organizational commitment
Leiter, M. P., & Maslach, C. (1988) · Journal of Organizational Behavior · doi:10.1002/job.4030090402 · Cited by 1,597
The Sociology of Emotions and Flight Attendants: Hochschild's Managed Heart
Wouters, C. (1989) · Theory, Culture & Society · doi:10.1177/026327689006001005 · Cited by 202
Cited by
Groth, M., Hennig-Thurau, T., & Walsh, G. (2009) · Academy of Management Journal · doi:10.5465/amj.2009.44634116 · Cited by 580
Mikolajczak, M., Menil, C., & Luminet, O. (2007) · Journal of Research in Personality · doi:10.1016/j.jrp.2007.01.003 · Cited by 437
Chen, Z., Sun, H., Lam, W., Hu, Q., Huo, Y., & Zhong, J. A. (2012) · The International Journal of Human Resource Management · doi:10.1080/09585192.2011.579918 · Cited by 143
Metadata
- Authors
- Kruml, S. M., & Geddes, D.
- Venue
- Management Communication Quarterly
- Publisher
- SAGE Publications
- Published
- 2000-08
- Volume
- 14
- Issue
- 1
- Pages
- 8-49
- ISSN
- 0893-3189 (ISSN-L)
- 1552-6798
- OpenAlex
- W2263259477
- Cited by
- 618
- References
- 6
- FWCI
- 15.38
- Type
- journal article
- Language
- en
- Open access
- green
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