Many employees perform emotional labor, regulating their emotions to meet organizationally mandated display rules (e.g., “service with a smile”), which has both professional and personal implications. Emotion regulation in a work context is important to enhance customers’ mood and service satisfaction, but putting on that smile to perform one’s work role can have surprising costs depending on how the emotions are regulated. When employees try to change their feelings to appear sincere (i.e., deep acting), performance is enhanced, yet employees must often “fake it” (i.e., surface act), which has consequences to their well-being. We discuss how these concepts are similar and distinct from emotion-regulation strategies while also reviewing work factors that help optimize emotional labor’s impact on performance and well-being. Finally, we note recent studies that have expanded the concept of emotional labor and the methods used to capture this workplace experience.

Emotional labor, or regulating emotions as part of one's work role, is needed for performance yet may come with far-reaching costs to employee health and performance. Based on ego depletion theorizing, we propose that on days employees perform more surface acting (i.e., faking positive and hiding negative emotional expressions), they will consume more alcohol later-due to reduced self-control (i.e., depletion). In 2 studies, public-facing employees completed multiple assessments per day for 2 weeks. Study 1 showed that surface acting had no direct or indirect effect on alcohol use via depletion, nor via negative mood as an alternative measure of depletion. Study 2 demonstrated that surface acting directly increased subsequent drinking only for those with high emotional demands, but not through depletion. Across both studies, daily deep acting (i.e., modifying emotions to feel positive) consistently predicted less alcohol consumption, but this did not occur through depletion. Study 2 provided evidence for an alternative, motivational shift explanation-a reduced motive to detach from work after regulating by deep actingrather than self-control capacity. These findings contribute to debate on ego depletion theory by providing insightful field evidence, while demonstrating when emotional labor is likely to help or harm employees' health.

Sexual harassment from customers is prevalent and costly to service employees and organizations, yet little is known about when and why customers harass. Based on a theoretical model of power in organizations, we propose that sexual harassment is a function of employees' financial dependence on customers (i.e., tips) and deference to customers with emotional labor ("service with a smile") jointly activating customer power. With a field survey study of tipped employees who vary in financial dependence and emotional display requirements (Study 1), and an online experiment that manipulates financial dependence and emotional displays from the customer's perspective (Study 2), our results confirm that these contextual factors jointly increase customer power and thus sexual harassment. Our research has important practical implications, suggesting that organizations can reduce customer sexual harassment by changing compensation models or emotional labor expectations in service contexts.

Some employees tend to drink more alcohol than other employees, with costs to personal and organizational well-being. Based on a self-control framework, we propose that emotional labor with customers—effortfully amplifying, faking, and suppressing emotional expressions (i.e., surface acting)—predicts alcohol consumption, and that this relationship varies depending on job expectations for self-control (i.e., autonomy) and personal self-control traits (i.e., impulsivity). We test these predictions with data drawn from a national probability sample of U.S. workers, focusing on employees with daily contact with outsiders (N = 1,592). The alcohol outcomes included heavy drinking and drinking after work. Overall, surface acting was robustly related to heavy drinking, even after controlling for demographics, job demands, and negative affectivity, consistent with an explanation of impaired self-control. Surface acting predicted drinking after work only for employees with low self-control jobs or traits; this effect was exacerbated for those with service encounters (i.e., customers and the public) and buffered for those with service relationships (i.e., patients, students, and clients). We discuss what these results mean for emotional labor and propose directions for helping the large segment of U.S. employees in public facing occupations.

The coronavirus pandemic resulted in national lockdown orders, followed by employment changes to reduce labor costs. We assess how health varied for hospitality workers due to the lockdown (i.e., comparing health a month before to a month after), employment change (i.e., comparing those with loss vs. no change), and employee response (i.e., more job threat vs. more personal recovery). Comparing pre-and post-lockdown surveys of 137 U.S. and U.K. hospitality employees, psychological health (i.e., negative and positive affect) worsened but physical health (i.e., symptoms and sleep) improved. We proposed those facing work loss (66% had reduced hours, furloughs, or layoffs) had more job threat but also more personal recovery (i.e., relaxation, mastery, exercise), resulting in opposing pathways to health. Results from a path analysis showed that work loss indirectly linked to higher psychological distress due to job threat, but to lower distress and fewer physical symptoms due to relaxation. Regardless of work loss, mastery (e.g., hobbies) was related to immediate changes in positive affect and sleep, while exercise did not have short-term health benefits. Further, recovery benefits from work loss were short-lived; only job threat carried the effect to psychological distress 2 months later. We offer quotes from the hospitality workers to contextualize the blessing and curse of work loss during the lockdown for these particularly vulnerable employees.