The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
The Dimensions, Antecedents, and Consequences of Emotional Labor
Abstract
This article conceptualizes the emotional labor construct in terms of four dimensions: frequency of appropriate emotional display, attentiveness to required display rules, variety of emotions to be displayed, and emotional dissonance generated by having to express organizationally desired emotions not genuinely felt. Through this framework, the article then presents a series of propositions about the organizational-, job-, and individual-level characteristics that are antecedents of each of these four dimensions. Frequency of emotional display, attentiveness to display rules, variety of emotions to be displayed, and emotional dissonance are hypothesized to lead to greater emotional exhaustion, but only emotional dissonance is hypothesized to lead to lower job satisfaction. Implications for future theory development and empirical research on emotional labor are discussed as well.
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Cites
Stress, social support, and the buffering hypothesis
Cohen, S., & Wills, T. A. (1985) · Psychological Bulletin · doi:10.1037/0033-2909.98.2.310 · Cited by 18,093
Development of the Job Diagnostic Survey.
Hackman, J. R., & Oldham, G. R. (1975) · Journal of Applied Psychology · doi:10.1037/h0076546 · Cited by 7,246
Emotion Work, Feeling Rules, and Social Structure
Hochschild, A. R. (1979) · American Journal of Sociology · doi:10.1086/227049 · Cited by 5,962
Negative affectivity: the disposition to experience aversive emotional states
Watson, D., & Clark, L. A. (1984) · Psychological Bulletin · doi:10.1037/0033-2909.96.3.465 · Cited by 4,636
Impression management: A literature review and two-component model.
Leary, M. R., & Kowalski, R. M. (1990) · Psychological Bulletin · doi:10.1037/0033-2909.107.1.34 · Cited by 3,334
Emotional Labour: Skill and Work in the Social Regulation of Feelings
Abstract, N. J. (1989) · The Sociological Review · doi:10.1111/j.1467-954x.1989.tb00019.x · Cited by 752
Cited by
The Job Demands‐Resources model: state of the art
Bakker, A. B., & Demerouti, E. (2007) · Journal of Managerial Psychology · doi:10.1108/02683940710733115 · Cited by 12,996
May, D. R., Gilson, R. L., & Harter, L. M. (2004) · Journal of Occupational and Organizational Psychology · doi:10.1348/096317904322915892 · Cited by 3,483
Organizational Silence: A Barrier to Change and Development in a Pluralistic World
Morrison, E. W., & Milliken, F. J. (2000) · The Academy of Management Review · doi:10.2307/259200 · Cited by 2,776
SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
Pugh, S. D. (2001) · Academy of Management Journal · doi:10.2307/3069445 · Cited by 1,393
From creativity to innovation: The social network drivers of the four phases of the idea journey
Perry-Smith, J. E., & Mannucci, P. V. (2017) · Academy of Management Review · doi:10.5465/amr.2014.0462 · Cited by 1,121
Metadata
- Authors
- Morris, J. A., & Feldman, D. C.
- Venue
- The Academy of Management Review
- Publisher
- Academy of Management
- Published
- 1996-10
- Volume
- 21
- Issue
- 4
- Pages
- 986
- ISSN
- 0363-7425 (ISSN-L)
- OpenAlex
- W2157057634
- Cited by
- 2,545
- References
- 6
- FWCI
- 37.66
- 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).
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