The dimensionality and antecedents of emotional labor strategies

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

doi:10.1016/j.jvb.2004.02.001

Cited by 926 publications

(1,080 citation statements)

References 21 publications

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“…The latter has initially been referred to as passive deep acting (Cropanzano et al, 2004;Zapf, 2002). Researchers now use the term expression of naturally felt emotions (p. 339; Diefendorff et al, 2005; see also Ashforth & Humphrey, 1993) or automatic (emotion) regulation (Beal & Trougakos, 2013;Martinez-Inigo et al, 2007). To refer to this type of automatic antecedent-focused emotion regulation, we use the term "automatic regulation" in the remainder of this article.…”

Section: Deep Acting and Automatic Regulationmentioning

confidence: 99%

When regulating emotions at work pays off: A diary and an intervention study on emotion regulation and customer tips in service jobs.

Hülsheger

Lang

Schewe

et al. 2015

Journal of Applied Psychology

115

101

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We investigated the relationship between deep acting, automatic regulation and customer tips with 2 different study designs. The first study was a daily diary study using a sample of Dutch waiters and taxi-drivers and assessed the link of employees' daily self-reported levels of deep acting and automatic regulation with the amount of tips provided by customers (N ϭ 166 measurement occasions nested in 34 persons). Whereas deep acting refers to deliberate attempts to modify felt emotions and involves conscious effort, automatic regulation refers to automated emotion regulatory processes that result in the natural experience of desired emotions and do not involve deliberate control and effort. Multilevel analyses revealed that both types of emotion regulation were positively associated with customer tips. The second study was an experimental field study using a sample of German hairdressers (N ϭ 41). Emotion regulation in terms of both deep acting and automatic regulation was manipulated using a brief self-training intervention and daily instructions to use cognitive change and attentional deployment. Results revealed that participants in the intervention group received significantly more tips than participants in the control group.

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Section: Deep Acting and Automatic Regulationmentioning

confidence: 99%

When regulating emotions at work pays off: A diary and an intervention study on emotion regulation and customer tips in service jobs.

Hülsheger

Lang

Schewe

et al. 2015

Journal of Applied Psychology

115

101

View full text Add to dashboard Cite

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“…Therefore, Polish research to date provides excellent context for the analysis of the role of empathy and emotional labor in the development of burnout among teachers. Although emotional labor has been conceptualized in a variety of ways, the majority of researchers differentiate between two main strategies [3,17,[27][28][29]. First of them, called surface acting, refers to the modification of emotional expression without changing the inner states.…”

Section: Introductionmentioning

confidence: 99%

Can empathy lead to emotional exhaustion in teachers? The mediating role of emotional labor

Wróbel¹

2013

International Journal of Occupational Medicine and Environmental Health

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Objectives: The present study was designed to examine the links between empathy, emotional labor (both surface and deep acting), and emotional exhaustion as well as determine if emotional labor mediates the relationship between empathy and emotional exhaustion in teachers. It was assumed that emotional labor can take two opposite directions (positive mood induction and negative mood induction). Thus, the additional aim of the study was to analyze the mediating role of mood regulation strategies in the relationship between empathy and emotional exhaustion. Materials and Methods: A sample of 168 teachers from Łódź and its surroundings completed a set of questionnaires: Emotional Labor Scale; Mood Regulation Scales, Maslach Burnout Inventory, and Empathic Sensitivity Scale. Results: The results provided mixed support for the hypotheses indicating that both types of emotional labor, negative mood induction and emotional exhaustion were positively intercorrelated. Moreover, deep acting was a significant mediator in the relationship between empathy and emotional exhaustion. The analyzed link was also mediated by negative mood induction, whereas positive mood induction did not emerge as a significant mediator. Conclusions: The study provided insight into the role of empathy and emotional labor in the development of teacher burnout. It also confirmed that deep acting and negative mood induction mediate the relationship between empathy and emotional exhaustion in teachers.

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“…O constructo tem sido objeto de aná-lise em diversos domínios, dentre os quais se destacam o educacional (Zhao, 2011), o do trabalho (Diefendorff, Croyle, & Gosserand, 2005;Grandey, 2000;Hochschild, 1983), o do desenvolvimento infantil (Fabes et al, 1999) e o da atividade clínica (Mennin, 2006). A psicologia do desenvolvimento foi uma das principais subáreas da psicologia a dedicar-se à compreensão da dinâmica de cada emoção e à identifi cação das respostas emocionais mais adaptativas às diversas situações agradáveis e desagradá-veis da vida cotidiana (Aldao, 2013).…”

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Evidências de Validação de uma Medida de Características Pessoais de Regulação das Emoções

Gondim

Pereira

Hirschle

et al. 2015

Psicol. Reflex. Crit.

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ResumoEste artigo apresenta o Emotion Regulation Profi le (ERP) como um instrumento para medir diferenças individuais na regulação de emoções. O ERP é constituído por 15 cenários que apresentam situações características de eventos da vida cotidiana desprazerosos (nove cenários) ou prazerosos (seis cenários). Cada cenário avalia a quantidade de respostas adaptativas/funcionais e desadaptativas/ disfuncionais dos participantes. O instrumento foi aplicado a uma amostra de 686 pessoas entre 18 e 51 anos de idade. A amostra foi sudividida em dois grupos de 343 participantes para procedimentos de análises fatoriais exploratórias e confi rmatórias. Os resultados da análise de componentes principais (primeira amostra) corroborou a estrutura bifatorial identifi cada no estudo original da medida, isto é, um fator de regulação das emoções negativas (down regulation) e um fator de regulação das emoções positivas (up regulation). Além disso, um conjunto de análises fatoriais confi rmatórias (segunda amostra) mostrou que a estrutura bifatorial proposta teve um bom ajustamento aos dados. Por fi m, foi possível propor uma versão reduzida do ERP com seis cenários (três que descrevem situações desprazerosas e três prazerosas) para avaliar adequadamente as diferentes estratégias usadas pelas pessoas na regulação de suas emoções. Palavras-chave: Emoções, regulação das emoções, medida de gerenciamento afetivo. AbstractThis article presents the Emotion Regulation Profi le (ERP) as an instrument for measuring individual differences in the regulation of emotions. The ERP consists of 15 vignettes that portray everyday life situations describing pleasant (nine vignettes) and unpleasant (six vignettes) events. Each vignette assesses the number of adaptive/functional and maladaptive/dysfunctional responses chosen by the participants. The instrument was administered to a sample of 686 people between the ages of 18 and 51. The sample was divided into two groups of 343 participants each so that exploratory and confi rmatory factor analysis could be conducted. Results from the principal component analysis (fi rst sample) corroborated the bifactorial structure identifi ed in the original study of the measure, that is, a regulation of negative emotion factor (down regulation) and a regulation of positive emotion factor (up regulation). Furthermore, a set of confi rmatory factor analysis (second sample) revealed that the proposed bifactorial structure showed good fi t indices. Finally, it was possible to propose a reduced version of the ERP with six vignettes (three describing pleasant events and three describing unpleasant events) to adequately assess the different strategies people use when regulating their emotions.

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The dimensionality and antecedents of emotional labor strategies

Cited by 926 publications

References 21 publications

When regulating emotions at work pays off: A diary and an intervention study on emotion regulation and customer tips in service jobs.

When regulating emotions at work pays off: A diary and an intervention study on emotion regulation and customer tips in service jobs.

Can empathy lead to emotional exhaustion in teachers? The mediating role of emotional labor

Evidências de Validação de uma Medida de Características Pessoais de Regulação das Emoções

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