The impact of emotional labor on work–family outcomes

Emotional Labor in Korean Local Government: Testing the Consequences of Situational Factors and Emotional Dissonance

“…Confirmatory factor analysis in studies of nurses, as well as a convenience sample of Canadian employees has shown intensity and duration to be part of the emotional labor construct (Brotheridge & Lee, 2003;Picardo et al, 2013). Variety has been similarly confirmed as part of the emotional labor construct in a number of contexts (Brotheridge & Lee, 2003;Picardo et al, 2013;Yanchus et al, 2010), and emotional dissonance has received considerable attention as an emotional labor component (Kruml & Geddes, 2000;Lewig & Dollard, 2003;Morris & Feldman, 1997).…”

“…However, these factors have been investigated from other disciplinary perspectives (Brotheridge & Lee, 2003;Morris & Feldman, 1996Picardo, López-Fernández & Hervás, 2013;Yanchus, Eby, Lance & Drollinger, 2010).…”

“…In addition, there is research which has sought to emphasize the importance of situational factors (Brotheridge & Lee, 2003;Morris & Feldman, 1996Picardo et al, 2013;Yanchus et al, 2010). Based upon their definition of emotional labor as "the effort, planning, and control needed to express organizationally desired emotion during interpersonal transactions" (1996, p. 987), Morris and Feldman proposed that the concept is composed of frequency, attentiveness, variety, and emotional dissonance.…”

“…Despite the criticisms of Kruml and Geddes (2000), who utilized a two dimensional model of emotional labor, based on emotive effort and emotional dissonance, Morris and Feldman's work, and particularly their 1996 model, continues to be influential. For example, other studies have continued to include and build upon their dimensions, including frequency, intensity and variety of emotional display, duration of interaction, and surface and deep acting (Brotheridge & Lee, 2003), and frequency, intensity, variety, and surface and deep acting (Picardo et al, 2013;Yanchus et al, 2010).…”

“…The importance of frequency, attentiveness, and variety in other sectors (Brotheridge & Lee, 2003;Picardo et al, 2013;Yanchus et al, 2010), suggests that further investigation of these situational factors may also be beneficial in the field of public administration.…”