A Multilevel Theoretical Framework Integrating Diversity and Emotional Labor

Imose, Ruth A.; Finkelstein, Lisa M.

doi:10.1177/1059601118793549

Cited by 10 publications

(6 citation statements)

References 98 publications

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“…More specifically, this study provides additional evidence to the existing literature on various aspects. On the one hand, it adds to the statement about the need to adopt a multilevel approach in the study of emotional dissonance (Imose & Finkelstein, 2018). On the other hand, it supports the incipient research that proposes the conceptualization of organizational support as a collective phenomenon as a stress buffer (Bliese & Castro, 2000;Halbesleben, 2006;Wallace et al, 2009).…”

Section: Discussionsupporting

confidence: 52%

Emotional Dissonance in the Spanish Services Sector: The Role of Support in the Workplace

Sora

Vera

2020

Span. J. Psychol.

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The purpose of this study was twofold. The first aim was to analyze the detrimental effect that emotional dissonance may have on service workers by testing its relationship with job satisfaction, intention to leave the organization, and organizational deviance. The second was to test whether two types of social support (i.e., co-worker and organizational support) and their combination moderate these relationships from a multilevel perspective. The sample was composed of 556 employees from Spanish service sector. Using random coefficient models analyses, results showed, first, that emotional dissonance was related to lower levels of job satisfaction (PE = –.1, p < .05) and higher levels of intention to leave the organization (PE = .12, p < .05); second, that co-worker support moderate the relationship between emotional dissonance and job satisfaction (PE = .10, p < .05), organizational deviance (PE = –.08, p < .05), and intention to leave the organization (PE = –.13, p < .05); third, organizational support, conceptualized as a collective construct at organizational level, moderate the relationship between emotional dissonance and organizational deviance (PE = –.08, p < .05); and finally, the combination of both types of support do not explained additional variance of the emotional dissonance-outcomes relation. These results underline the need to take into consideration different source of social support and their levels of analysis to better understand emotional dissonance and its outcomes.

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Section: Discussionsupporting

confidence: 52%

Emotional Dissonance in the Spanish Services Sector: The Role of Support in the Workplace

Sora

Vera

2020

Span. J. Psychol.

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“…Greater cultural competency has been linked to reduced burnout as it helps to facilitate difficult interpersonal relationships that often require emotional labor (Imose & Finkelstein, 2018). Across all genders, cultural competency seems to have positive outcomes in the form of less emotional exhaustion and increased feelings of accomplishment, though the impact shows to be greater for other/nonbinary participants.…”

Section: Discussionmentioning

confidence: 99%

How Self-Determination Moderates Burnout in Public Organizations Across Gender, Race, and Generation

Le,

Barboza-Wilkes

2023

Public Personnel Management

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Applying a critical lens to self-determination theory, this study examines which organizational and individual characteristics in local government impact burnout, looking specifically at differences across diverse groups. This study uses survey data from a sample of more than 2,500 local government employees from a large city in California. Factor analyses and multivariate regressions are used to empirically examine the impact of multiple organizational characteristics and individual differences on employee burnout. Findings show perceptions of fairness, autonomy, influence, cultural competence, ethnic and gender representation, and time engaging residents differ in their impact on burnout across different groups, leaving some minoritized groups more vulnerable to burnout. Findings also indicate how self-efficacy and prosocial motivation have varying effects across sociodemographic groups. For some groups, burnout can manifest as an increase in emotional exhaustion, while other groups experience depersonalization and the loss of personal accomplishment. Research on this issue can help inform more equitable and culturally appropriate organizational practices that can improve climate of inclusion, employee well-being, and public service outcomes. This analysis contributes to diversity management and representative bureaucracy research—important areas of study as the public sector consider an increasingly diverse future workforce.

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“…Research on emotional labor primarily focuses on two aspects: surface acting and deep acting [ 25 , 26 ]. Surface acting involves the simulation of emotions that are not genuinely felt and the suppression of actual emotions to alter the emotional expression shown to others, such as customers or the public [ 10 ].…”

Section: Emotional Labor and Psychological Well-being Among Firefightersmentioning

confidence: 99%

The Effect of Emotional Labor on Psychological Well-Being in the Context of South Korean Firefighters: The Moderating Role of Transformational Leadership

Lim,

Moon

2024

Behavioral Sciences

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Drawing on insights from the conservation of resources theory and the job demands–resources theory, our study investigates the association between two types of emotional labor—surface and deep acting—and the psychological well-being of firefighters. In addition, it investigates the moderating effect of transformational leadership within this context. To this end, this study utilizes ordinary least squares models to analyze survey data from 1453 firefighters in Gyeonggi-do, South Korea’s largest province by population. The findings reveal a negative association between both types of emotional labor and the psychological well-being of firefighters. The study further demonstrates that transformational leadership mitigates the adverse effects of surface acting on psychological well-being. Our research indicates that transformational leadership plays a pivotal role in replenishing lost emotional resources, thereby enhancing the mental and emotional health of those engaged in demanding roles such as firefighting and emergency medical services. Accordingly, the study highlights a vital strategy for maintaining the psychological well-being of firefighters.

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A Multilevel Theoretical Framework Integrating Diversity and Emotional Labor

Cited by 10 publications

References 98 publications

Emotional Dissonance in the Spanish Services Sector: The Role of Support in the Workplace

Emotional Dissonance in the Spanish Services Sector: The Role of Support in the Workplace

How Self-Determination Moderates Burnout in Public Organizations Across Gender, Race, and Generation

The Effect of Emotional Labor on Psychological Well-Being in the Context of South Korean Firefighters: The Moderating Role of Transformational Leadership

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