The DOI matches its Crossref record; 182 of the 182 references it cites were found in a registry or an index.
Moving emotional labor beyond surface and deep acting: A discordance–congruence perspective
Abstract
Emotional labor (EL) is the process by which employees manage their true feelings in order to express organizationally desired emotional displays. We develop and test components of an organizing framework for emotional labor wherein various aspects of emotional labor are understood through the underlying discordance versus congruence in felt versus displayed emotions. Meta-analytic results from 109 independent studies (total N = 36,619) demonstrate that discordant emotional labor states are associated with a range of harmful consequences (health-, attitudinal-, and performance-related), whereas congruent emotional labor states do not incur these harmful consequences. We identify different patterns of worker- and work-related correlates on the basis of emotional discordance–congruence, as well as interesting occupational differences in these relationships. Lastly, we find discordant forms of emotional labor partially mediate the effects of organizational display rules on burnout, whereas congruent states do not mediate this relationship.
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Cited by
Brave new world: service robots in the frontline
Wirtz, J., Patterson, P. G., Kunz, W. H., Gruber, T., Lu, V. N., Paluch, S., & Martins, A. (2018) · Journal of Service Management · doi:10.1108/josm-04-2018-0119 · Cited by 2,315
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
Driving it Home: How Workplace Emotional Labor Harms Employee Home Life
Wagner, D. T., Barnes, C. M., & Scott, B. A. (2014) · Personnel Psychology · doi:10.1111/peps.12044 · Cited by 224
Krannitz, M. A., Grandey, A. A., Liu, S., & Almeida, D. A. (2015) · Journal of Occupational Health Psychology · doi:10.1037/a0038763 · Cited by 81
Metadata
- Authors
- Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A.
- Venue
- Organizational Psychology Review
- Publisher
- SAGE Publications
- Published
- 2011-09-22
- Volume
- 2
- Issue
- 1
- Pages
- 6-53
- ISSN
- 2041-3866 (ISSN-L)
- 2041-3874
- OpenAlex
- W2325990112
- Cited by
- 284
- References
- 182
- FWCI
- 20.36
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
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.
