Differences in Emotional Labor Across Cultures: A Comparison of Chinese and U.S. Service Workers

Allen, Joseph A.; Diefendorff, James M.; Ma, Yufeng

doi:10.1007/s10869-013-9288-7

Cited by 108 publications

(104 citation statements)

References 48 publications

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“…Consistent with identity and dissonance perspectives, women were more distressed and dissatisfied by faking displays because being genuinely warm with others is congruent with gender identity norms for women (Johnson & Spector 2007, Scott & Barnes 2011. Similarly, when surface acting was consistent with cultural values for social harmony (i.e., collectivistic cultures), it was less distressing than when performed by those who highly value individual expression (Allen et al 2014). Finally, dissonant behavior was less selfrelevant, and thus less distressing, if the behavior was coerced (i.e., by financial rewards) rather than optional (Festinger 1957); similarly, financial incentives buffered the dissatisfaction from surface acting, but not from deep acting (Grandey et al 2013a).…”

Section: 12mentioning

confidence: 77%

“…Culturally based differences in perceptions of emotional requirements (i.e., display rules) reflect differences between more collectivistic and individualistic countries, such as being more accepting of expressing negative emotions with coworkers in the United States than in Singapore, but suppressing negative emotions with customers was a strongly held norm that varied little by country (e.g., . Even in more emotionally expressive cultures, the frequency of using emotion regulation with customers is constant across nationality of respondent (Allen et al 2014, Grandey et al 2005b); however, positive emotional requirements were more strongly linked to surface acting for US employees and to deep acting for Chinese employees (Allen et al 2014). Later, we discuss cultural differences in outcomes from performing emotional labor.…”

Section: Future Directions: Expand the Emotional Labor Antecedentsmentioning

confidence: 90%

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Emotional Labor at a Crossroads: Where Do We Go from Here?

Grandey

Gabriel²

2015

Annu. Rev. Organ. Psychol. Organ. Behav.

451

589

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Three decades after its introduction as a concept, emotional laborregulating emotions as part of the work role-is fully on the map in organizational behavior and organizational psychology. As research has accelerated, roadblocks, such as fuzzy construct conceptualizations, assumed but untested processes, and methodological stagnation, have emerged. To provide direction to new scholars and suggestions to seasoned emotional labor researchers, we review theoretical perspectives and evidence for emotional labor and its (a) construct development and measurement, (b) chronic and momentary determinants, (c) prediction of employee well-being and (d) influence on organizational performance. On this path, we introduce emotional labor as a dynamic integration of three components (i.e., emotional requirements, emotion regulation, and emotion performance), interpret personal and organizational moderators, and point to innovative new methodological approaches. Overall, we provide a new road map to jump-start the field in exciting new directions. 21.1

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Section: 12mentioning

confidence: 77%

Section: Future Directions: Expand the Emotional Labor Antecedentsmentioning

confidence: 90%

Emotional Labor at a Crossroads: Where Do We Go from Here?

Grandey

Gabriel²

2015

Annu. Rev. Organ. Psychol. Organ. Behav.

451

589

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“…These results, not consistent with the theory and other studies [29,30,32,34], may again point to a specificity of Polish population. When compared to the employees from other cultural areas (USA and China), Polish service workers, due to their individualistic and restrained attitude, experience more negative and fewer positive consequences of emotional labor [45]. This, in turn, possibly leads to burnout.…”

Section: Discussionmentioning

confidence: 99%

“…At the same time, research findings have shown a positive correlation between deep acting and the feeling of personal accomplishment [31,32,34]. However, there are some differences between countries regarding emotional labor, e.g., a study comparing American and Chinese service workers [45] has shown that surface acting was less likely to contribute to job burnout among the Chinese. The findings have also shown a negative correlation between deep acting and depersonalization among the Chinese workers, but no such effect was identified in the case of the American employees.…”

Section: Emotional Labormentioning

confidence: 99%

Relationships between personality, emotional labor, work engagement and job satisfaction in service professions

Mróz¹,

Kaleta²

2016

Int J Occup Med Environ Health

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Objectives: Although there have been studies linking personality to selected aspects of functioning at work, Polish literature reports a shortage of detailed analyses considering, e.g., specific professional groups or certain variables. The aim of our study was to explore the links between personality traits and emotional labor, work engagement and job satisfaction among service workers. Material and Methods: The study was based on a cross-sectional, self-report survey of 137 workers representing different service industries in Poland. Each participant received a demographic data sheet and a set of questionnaires: NEO Five-Factor Inventory, the Deep Acting and Surface Acting Scale, the Job Satisfaction Scale and the Utrecht Work Engagement Scale -all in their Polish versions. Results: A correlation analysis revealed numerous relationships between the examined variables. However, results of the regression analysis showed that only some personality traits were related with individual aspects of functioning at work. Neuroticism accounted for the phenomenon of faking emotions. Conscientiousness was significantly related to general work engagement, vigor and dedication. Agreeableness and neuroticism significantly predicted job satisfaction. Conclusions: Individual personality traits account for various aspects of work functioning. Int J Occup Med Environ Health 2016;29(5):767-782

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“…Hülsheger and Schewe (2011) in a meta-analytic study report that there was a bigger relationship between emotional labor and burnout for the countries like Canada and United States that have an Anglo culture compared to countries such as Spain that have Latin European culture. In Asia, Allen, Diefendorff, and Ma (2013) found that the relationship between emotional labor and burnout was weaker for Chinese than American service workers, and this could be due to cultural values of high emotional control in China and the strong Confucian cultural values.…”

Section: Emotional Labormentioning

confidence: 99%

Cultural Intelligence: New Directions for Research in Asia

Menon¹,

Narayanan²

2015

ASS

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Cultural intelligence is a relatively new area in cross-cultural research. In this paper we describe the construct of cultural intelligence (Cultural Quotient, CQ) and examine the need for more research on cultural intelligence in Asia. We propose that there are many areas that need to be examined as there is a dearth of research in the Asian countries on this subject. We identify specific cultural contexts and environments in Asia where future research on CQ could be done and justify why these specific cultural contexts in Asia may be relevant to CQ research. Four important areas that need to be examined, the measurement of CQ, CQ and its relation to culture-specific variables, CQ and Emotional labor and CQ Education and Training in Asia are briefly discussed. Some recommendations and new directions for future research which will enhance the knowledge basefor both CQ theory and CQ practice in Asia are also discussed.

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Differences in Emotional Labor Across Cultures: A Comparison of Chinese and U.S. Service Workers

Cited by 108 publications

References 48 publications

Emotional Labor at a Crossroads: Where Do We Go from Here?

Emotional Labor at a Crossroads: Where Do We Go from Here?

Relationships between personality, emotional labor, work engagement and job satisfaction in service professions

Cultural Intelligence: New Directions for Research in Asia

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