Duration of Interactions Scale

Diefendorff, James M.; Croyle, Meredith H.; Gosserand, Robin H.

doi:10.1037/t13936-000

Cited by 1 publication

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“…In other words, creating "a physical or publicly observable facial and bodily display" (Hochschild, 1983, p. 7) is psychologically taxing when required behavior conflicts with the authentic self (e.g., Ashforth & Humphrey, 1993;Ashforth & Tomiuk, 2000;Hochschild, 1983;Morris & Feldman, 1996). Since most service work display requirements involve hiding negative emotions and/or showing positive emotions, experiencing negative emotions at work would create a discrepancy between the current state and the standard (Diefendorff & Gosserand, 2003). Previous theorists and researchers have proposed the contextual and dispositional factors that may make such a discrepancy more likely and therefore, make display rules more stressful.…”

Section: Emotion Requirements and Work Stressmentioning

confidence: 99%

Display Rules and Strain in Service Jobs: What’s Fairness Got to Do With It?

Grandey¹,

Fisk²

Research in Occupational Stress and Well-Being

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The link between emotion display rules and job strain has been well established. This chapter draws upon the organizational justice literature to propose a new individual difference, service emotion rule fairness (SERF), to predict job strain for service workers. We propose that when service workers believe that organizational control of emotional displays is unfair they have poor fit with the job and increased strain. In fact, in the survey and experimental studies presented here, SERF uniquely predicted turnover intentions and emotional exhaustion beyond individual and group characteristics. SERF was rated higher when displays to customers are perceived as a means to gain financial rewards or form relationships with others, supporting a self-interest model of fairness, whereas the extent that display rules made one feel controlled, SERF was lower. We also found evidence that those with more social and organizational power perceived that the requirements were fairer. Practical and research implications are discussed.

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Section: Emotion Requirements and Work Stressmentioning

confidence: 99%

Display Rules and Strain in Service Jobs: What’s Fairness Got to Do With It?

Grandey¹,

Fisk²

Research in Occupational Stress and Well-Being

View full text Add to dashboard Cite

show abstract

Duration of Interactions Scale

Cited by 1 publication

References 0 publications

Display Rules and Strain in Service Jobs: What’s Fairness Got to Do With It?

Display Rules and Strain in Service Jobs: What’s Fairness Got to Do With It?

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