Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions

Abstract

This study explored whether emotional display rules are perceived by part‐time employees and their supervisors as formal job requirements. Results showed that display‐related behaviours were thought to be required activities (i.e. in‐role) by the majority of the sample, and that employees and supervisors generally agreed in this perception. Job‐based differences in interpersonal requirements predicted the extent to which employees and supervisors categorized display‐related behaviours as required, with more interpersonal requirements being associated with greater in‐role categorization. Job‐based differences in interpersonal requirements also predicted the level of agreement between employees and supervisors in categorizing display‐related behaviours as in‐role or extra‐role. Finally, job satisfaction and job involvement predicted the extent to which employees categorized emotional display behaviours as being required in their jobs, with more satisfied and more involved individuals rating emotional display behaviours as in‐role at a higher rate than less satisfied and less involved individuals.

Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes

“…Another defining aspect of emotional labour is the imposition of emotional display rules (Diefendorff & Greguras, 2009;Diefendorff, Richard, & Croyle, 2006;Grandey et al, 2005;Hochschild, 1983;Mann, 2007). In social situations, display rules dictate acceptable emotional display and behaviour according to the given context (Diefendorff et al, 2006;Hochschild, 1983).…”

Relationship among Patients Perception toward Service Encounter s Emotional Expression, Rapport and Satisfaction

“…Since expression rules are created with the goal of managing emotional expression in a specific manner in order to achieve preferred work performances, they determine the appropriate emotions in certain situations and appropriate ways to express and deliver them (Diefendorff & Gosserand, 2003;Diefendorff, Richard, & Croyle, 2006). Ashforth & Humphrey (1993) defined emotional expression rules as "a set of norms expected to express a specific emotion in a specific situation by restraining the intensity and the contents of emotion expression of employees in an organization."…”

“…Therefore, organizations attempt to improve their achievements through this process (Pugh, 2001). As important as the role of emotional regulation is, it is essential for employees to understand what is expected by the rule and to be familiar with it (Diefendorff et al, 2006). Emotional expression rules expected by an organization are observed by colleagues and superiors, and then passed on to employees through the processes of training and in-house education.…”

Les antécédents de l’expression d’émotions dans un centre d’appels

“…Ces règles sont établies par l'encadrement pour optimiser la satisfaction du client. Généralement implicites, elles peuvent encore être explicites à travers des scripts de comportement fixant les règles d'interaction avec le client afin de satisfaire ce dernier (Taylor et Bain, 1999;Zapf, 2002;Diefendorff, Richard et Croyle, 2006). Pour répondre aux attentes du client, ces scripts comprennent notamment l'écoute attentive, l'empathie, la politesse, le ton calme parfois enthousiaste (Brotheridge et Grandey, 2002;Grandey, Fisk et Steiner, 2005;Rafaeli et Sutton, 1987;Schaubroeck et Jones, 2000).…”