Positive psychological capital and emotional labor in Korea: the job demands-resources approach

Hur, Won‐Moo; Rhee, Seung-Yoon; Ahn, Kwang–Ho

doi:10.1080/09585192.2015.1020445

Cited by 64 publications

(59 citation statements)

References 99 publications

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“…However, it is argued that positive thinking and proactive psychological capacities will lead employees to internalise organisational norms and values and, as a result, act authentically rather than fake emotions (Hur et al. :6). Challenges and changes. …”

Section: Findings and Discussionmentioning

confidence: 99%

“…The need for emotional displays to be regulated is an essential component for many jobs in public service as staff are required to manage the way they express emotion during such interactions by following emotional display rules, which are, occupationally and culturally defined (Hur et al. ). Successful exchanges often require workers to detect the emotional state of a ‘customer’ and adjust to display work‐appropriate emotional behaviours (Guy et al.…”

Section: Emotional Labour and The Public Servicesmentioning

confidence: 99%

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Are We Being Served? Emotional Labour in Local Government in Victoria, Australia

Rayner

Lawton

2017

Aust J Public Adm

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This paper explores how front-line street-level bureaucrats (SLBs) cope with the expectations of citizens, clients, or 'customers' in daily work and how SLBs may be impacted by emotional labour. The study analyses data from 41 interviews with SLBs in local councils in Victoria, Australia. Although exploratory, it builds awareness and understanding of the emotional labour associated with public service. The situations that SLBs engage with on a daily basis are many and varied and take the form of increased expectations and intense encounters. Respondents experienced abuse, threats, violence, but also 'sparkle moments'. Resources that helped SLBs cope are diverse and located both within and outside organisations. Implications are discussed and issues that merit additional investigation are raised concerning how SLBs can be supported to better meet the demands of the public. The research is of value to public managers and SLBs operating in a changing society with increased 'customer' expectations.

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Section: Findings and Discussionmentioning

confidence: 99%

Section: Emotional Labour and The Public Servicesmentioning

confidence: 99%

Are We Being Served? Emotional Labour in Local Government in Victoria, Australia

Rayner

Lawton

2017

Aust J Public Adm

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“…Over the past decades, much attention has been devoted to the association of emotional labor with employee outcomes. For example, evidence suggests that the psychological states of employees can function as a mediator between emotional labor and employee outcomes [3][4][5][6].…”

Section: Introductionmentioning

confidence: 99%

How Does Emotional Labor Impact Employees’ Perceptions of Well-Being? Examining the Mediating Role of Emotional Disorder

et al. 2019

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Since bank employees are prone to high psychological pressure, it is key to explore the influencing mechanism of their emotional labor so as to relieve their pressure, as well as improve organizational performance and service quality. This study aimed to investigate the effects of emotional labor on bank employees’ well-being and to determine the mediating role of emotional disorder in this relationship. Employees responded to a survey regarding their use of emotional labor as well as perceptions of their well-being and emotional disorder. The results showed that employees’ use of emotional labor was related to their perceptions of well-being and confirmed the mediating role of emotional disorder in this relationship. The results indicated that surface acting has a significant negative impact on employee well-being, while deep acting has a significant positive impact. Moreover, emotional disorder played a role in mediating emotional labor and employee well-being, and emotional disorder was positively correlated with surface acting and negatively correlated with deep acting. The results revealed that developing deep-acting skills is important for increasing front-line bank staff’s well-being in China, who are accustomed to repressing their emotions, and emotional disorder might occur more often than has been previously believed, which worsens their well-being.

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“…Por el contrario, los cínicos organizacionales, al no disponer de un acervo de recursos positivos preexistente (Salessi & Omar, 2014a), se circunscribirían simplemente a controlar las "válvulas de escape" de sus emociones (es decir, las expresiones faciales, las miradas, los gestos, la cadencia, el tono de voz). El cansancio emocional que genera cualquier actuación superficial (Grandey et al, 2013) amplificaría las consecuencias negativas subsecuentes a la pérdida de recursos, con lo que se obstaculizaría la posibilidad de vivir experiencias placenteras (Hur, Rhee, & Ahn, 2016). De manera que, aun cuando ocasionalmente algún empleado cínico intentara actuaciones profundas, estas no lograrían revertir su estado de desconfianza ni protegerlo de los efectos -negativos-de las emociones cínicas, lo que da como resultado menores montos de satisfacción (Salessi & Omar, 2014a;Salessi & Omar, 2014b).…”

Section: Moderadorunclassified

Satisfacción Laboral: Un Modelo Explicativo Basado en Variables Disposicionales

Salessi¹,

Omar²

2017

Rev. colomb. psicol.

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Excepto que se establezca de otra forma, el contenido de esta revista cuenta con una licencia Creative Commons "reconocimiento, no comercial y sin obras derivadas" Colombia 2.5, que puede consultarse en: http://creativecommons.org/licenses/by-nc-nd/2.5/co ResumenSe verificó un modelo explicativo de la satisfacción laboral basado en la relación de algunas variables disposicionales. Se plantea un modelo de mediación múltiple moderada, que fue analizado en una muestra multiocupacional de 575 trabajadores argentinos. La verificación empírica indicó que el efecto indirecto positivo del capital psicológico y de la inteligencia emocional sobre la satisfacción laboral es amplificado por la extraversión y atenuado por el neuroticismo; en contraste, el efecto indirecto negativo del cinismo organizacional se encuentra fortalecido por el descontrol emocional y amortiguado por la extraversión. Se discuten los resultados y se señalan las fortalezas y limitaciones del estudio.Palabras clave: capital psicológico, cinismo organizacional, rasgos de personalidad, inteligencia emocional, estrategias de actuación emocional. Job Satisfaction: An Explanatory Model Based on Dispositional Variables SummaryThe article verifies an explicative model of job satisfaction based on the relationship of dispositional variables. It proposes a moderated multiple regression models analyzed in a multi-occupational sample of 575 Argentinian workers. The empirical verification indicated that the indirect positive effect of psychological capital and emotional intelligence on job satisfaction is amplified by extroversion and tempered by neuroticism; in contrast, the negative indirect effect of organizational cynicism is strengthened by emotional lack of control and tempered by extroversion. The article discusses the results and indicates the study's strengths and limitation.Keywords: psychological capital, organizational cynicism, personality traits, emotional intelligence, emotional behavior strategies, job satisfaction. Satisfação Profissional: um Modelo Explicativo Baseado em Variáveis DisposicionaisResumo Verifica-se um modelo explicativo da satisfação profissional baseado na relação de algumas variáveis disposicionais. Propõe-se um modelo de mediação múltipla moderada, que foi analisado numa amostra multiocupacional de 575 trabalhadores argentinos. A verificação empírica indicou que o efeito indireto positivo do capital psicológico e da inteligência emocional sobre a satisfação organizacional é amplificado pela extroversão e amenizado pelo neuroticismo; em oposição, o efeito indireto negativo do cinismo organizacional se encontra fortalecido pelo descontrole emocional e suavizado pela extroversão. Discutem-se os resultados e indicam-se as fortalezas e as limitações deste estudo.Palavras-chave: capital psicológico, cinismo organizacional, estratégias de atuação emocional, inteligência emocional, personalidade traço.

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Positive psychological capital and emotional labor in Korea: the job demands-resources approach

Cited by 64 publications

References 99 publications

Are We Being Served? Emotional Labour in Local Government in Victoria, Australia

Are We Being Served? Emotional Labour in Local Government in Victoria, Australia

How Does Emotional Labor Impact Employees’ Perceptions of Well-Being? Examining the Mediating Role of Emotional Disorder

Satisfacción Laboral: Un Modelo Explicativo Basado en Variables Disposicionales

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