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Cited by 2,545

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

Morris, J. Andrew, Feldman, Daniel C.·1996·The Academy of Management Review
DOI 10.2307/259161
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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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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)
DOI
10.2307/259161
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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