Antecedents and consequences of emotional display rule perceptions.

Abstract

Central to all theories of emotional labor is the idea that individuals follow emotional display rules that specify the appropriate expression of emotions on the job. This investigation examined antecedents and consequences of emotional display rule perceptions. Full-time working adults (N = 152) from a variety of occupations provided self-report data, and supervisors and coworkers completed measures pertaining to the focal employees. Results using structural equation modeling revealed that job-based interpersonal requirements, supervisor display rule perceptions, and employee extraversion and neuroticism were predictive of employee display rule perceptions. Employee display rule perceptions, in turn, were related to self-reported job satisfaction and coworker ratings of employees' emotional displays on the job. Finally, neuroticism had direct negative relationships with job satisfaction and coworker ratings of employees' emotional displays.

Sak-Etap Sebagai Solusi Overload Standar Akuntansi Bagi Usaha Mikro, Kecil, Menengah, Dan Koperasi

“…Umumnya terdapat tiga faktor utama yang dapat memunculkan perbedaan persepsi, yakni faktor internal (dalam pemersepsi), faktor eksternal (situasi atau lingkungan), dan faktor objek yang dipersepsikan (target). Diefendorff dan Greguras (2003) menyatakan bahwa berbagai karakteristik pribadi dari pemersepsi akan memengaruhi bagaimana ia menginterpretasikan apa yang ia lihat.…”

Understanding how millennial hospitality employees deal with emotional labour

“…Taking it a step further, Ashforth and Humphrey (1993) state that emotional labour constitutes of the control of feelings to express organizationally expected emotions through facial and bodily displays. Likewise, Diefendorff and Richard (2003) acknowledge that it is part of the job, but in their definition they exclude the expectations that an organisation might have set. They refer to emotional labour as the management of emotions as part of the work role.…”

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“…Since individuals who are high on emotional stability tend to be more secure and self-assured (Costa & McCrae, 1992), we expected that they would be less susceptible to the influence of social anchoring cues. Individuals who are low on emotional stability, on the other hand, tend to be insecure and self-doubting (Diefendorff & Richard, 2003) and they often exhibit an external control of reinforcement (Judge, Erez, Bono, & Thoresen, 2002;Judge, 2009) (i.e., they believe events in their life are outside of their control (Rotter, 1975;Rotter, 1990)). Hence, because those high in neuroticism tend to be externally focused, we anticipated that they would be more susceptible to the influence of others and, in particular, to anchors representing the opinions of others.…”