Alleviating the Burden of Emotional Labor

McCance, A. Silke; Nye, Christopher D.; Wang, Lu; Jones, Kisha S.; Chiu, Chi‐yue

doi:10.1177/0149206310383909

Cited by 77 publications

(73 citation statements)

References 85 publications

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“…Moreover, results indicate that especially social reflexivity represents an important social resource as it buffers the emotional exhaustion and cynicism of emotional dissonance while task reflexivity does not. Our results are in line with those of McCance, Nye, Wang, Jones, & Chiu (), which found that social sharing (i.e. talking about an emotionally stimulating work event with one's coworkers) attenuates the residual anger lingering after a taxing service episode.…”

Section: Discussionsupporting

confidence: 92%

Emotional Dissonance and Burnout: The Moderating Role of Team Reflexivity and Re-Evaluation

Andela

Truchot

2016

Stress Health

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The aim of the present study was to better understand the relationship between emotional dissonance and burnout by exploring the buffering effects of re-evaluation and team reflexivity. The study was conducted with a sample of 445 nurses and healthcare assistants from a general hospital. Team reflexivity was evaluated with the validation of the French version of the team reflexivity scale (Facchin, Tschan, Gurtner, Cohen, & Dupuis, 2006). Burnout was measured with the MBI General Survey (Schaufeli, Leiter, Maslach, & Jackson, 1996). Emotional dissonance and re-evaluation were measured with the scale developed by Andela, Truchot, & Borteyrou (2015). With reference to Rimé's theoretical model (2009), we suggested that both dimensions of team reflexivity (task and social reflexivity) respond to both psychological necessities induced by dissonance (cognitive clarification and socio-affective necessities). Firstly, results indicated that emotional dissonance was related to burnout. Secondly, regression analysis confirmed the buffering role of re-evaluation and social reflexivity on the emotional exhaustion of emotional dissonance. Overall, results contribute to the literature by highlighting the moderating effect of re-evaluation and team reflexivity in analysing the relationship between emotional dissonance and burnout. Copyright © 2016 John Wiley & Sons, Ltd.

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Section: Discussionsupporting

confidence: 92%

Emotional Dissonance and Burnout: The Moderating Role of Team Reflexivity and Re-Evaluation

Andela

Truchot

2016

Stress Health

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“…This deep acting results in more positive outcomes for the organization as well. With respect to positive and negative display rules, employees typically engage in deep acting when responding to positive display rules, and in surface acting when responding to negative display rules (Grandey, 2003;Diefendorff, Richard, & Croyle, 2006;McCance, Nye, Wang, Jones, & Chiu, 2013;Rutner, et al, 2011). Consistent with this information from prior studies, we hypothesize the following:…”

Section: Emotional Laborsupporting

confidence: 74%

The Politics of Emotion

et al. 2015

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In this study we examined the relationship between two interpersonal constructs, emotional labor and political skill, finding that they are related. People who possess high levels of political skill and people who perceive high expectations to express positive emotions at work are likely to make efforts to internalize their display of positive emotions through deep acting. People who perceive high expectations to suppress negative emotions at work are likely to engage in superficial displays of emotion through surface acting. We then examined whether these relationships held across job types within the IT/IS industry, an understudied industry with regard to either emotional labor or political skill. We found that perceptions of positive display rules and levels of political skill differed by job type, but that perceptions of negative display rules, surface acting and deep acting did not. In particular, analysts and managers have higher perceptions of positive display rules and higher levels of political skill than do programmers and technical support personnel. These findings encourage further research on the relationship between emotional labor and political skill, along with further comparisons of emotional labor and political skill across job types within a single industry. The findings also suggest that emotional labor capabilities and level of political skill be a consideration when selecting and matching IT/IS personnel to particular job types. Once IT/IS personnel are hired, the findings of this study indicate that development programs for them should include training that will increase their emotional labor capabilities and their level of political skill.

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“…An experimental study that separates positive feedback and regulation success would be needed to resolve their relative contributions to overcoming the depletion effect. Other sources of recovery, such as social sharing with colleagues, may contribute to the attenuation of negative effects in the absence of positive feedback from the target (Luminet, Bouts, Delie, Manstead, & Rimé, ; McCance, Nye, Wang, Jones, & Chiu, ). Also, previous research has shown that social exchange processes can have both positive (Cohen, Gottlieb, & Underwood, ) and detrimental (Williams, ) effects on resources depending on the valence of relationships.…”

Section: Discussionmentioning

confidence: 99%