The Impact of Emotional Labor and Conflict-Management Style on Work Exhaustion of Information Technology Professionals

Rutner, Paige; Riemenschneider, Cynthia K.

doi:10.17705/1cais.03613

Cited by 11 publications

(9 citation statements)

References 107 publications

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“…The data were analyzed using partial-least squares structural equation modeling (PLS-SEM) techniques. PLS is a component-based modeling technique that has been used extensively in social and behavioral research in areas such as marketing (Karpen et al, 2015), operations management (Peng and Lai, 2012), and information systems (Rutner and Riemenschneider, 2015). This technique is also beginning to be used to evaluate more complex models in logistics research (Golicic et al, 2012;Hall et al, 2010;Overstreet et al, 2014).…”

Section: Analysis and Resultsmentioning

confidence: 99%

Investigating logistics service quality in omni-channel retailing

Murfield

Boone

Rutner

et al. 2017

IJPDLM

Self Cite

208

224

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Purpose The purpose of this paper is to investigate the impact of logistics service quality (LSQ) on consumer satisfaction and loyalty in an omni-channel retail environment. Design/methodology/approach An empirical, survey-based approach is used to collect data from consumers about experiences with two different omni-channel retail scenarios: buy-online-pickup-in-store (BOPS), and buy-in-store-ship-direct (BSSD). Participants responded to questions regarding the LSQ, consumer satisfaction, and consumer loyalty relative to their actual experience in one of these situations. Findings Results suggest that omni-channel consumers are truly unique, and all three dimensions of LSQ (condition, availability, and timeliness) are distinct in their impact on satisfaction and loyalty. Results suggest that in the BOPS sample, consumer satisfaction partially mediates the relationship between condition and loyalty and fully mediates the relationship between timeliness and loyalty. In the BSSD model, consumer satisfaction partially mediates the relationship between timeliness and consumer loyalty. Research limitations/implications This research studies LSQ in two different omni-channel scenarios; additional research is needed to explore other omni-channel scenarios and extend the findings to be more generalizable. Practical implications Managers should recognize that for omni-channel consumers, timeliness is the essential driver of satisfaction and loyalty. Retailers need to account for this reality and dedicate substantial resources to meet delivery requirements in a timely manner. Logistics service providers need to emphasize speed and reliability of their delivery processes for omni-channel consumers. Originality/value This research is the first attempt at conceptualizing LSQ in an omni-channel supply chain, and testing the impact of LSQ on consumer satisfaction and loyalty.

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Section: Analysis and Resultsmentioning

confidence: 99%

Investigating logistics service quality in omni-channel retailing

Murfield

Boone

Rutner

et al. 2017

IJPDLM

Self Cite

208

224

View full text Add to dashboard Cite

show abstract

“…Even employees whose work does not directly involve creating emotions for clients or managing others’ emotions still experience emotional labor when they believe particular emotions are expected by the organization. Ruther and Riemenschneider (2015) confirmed that “emotional labor theory holds true in the population of IT professionals” (p. 246). Therefore, this study responds to Grandey and Melloy’s (2017) call for further research to better understand workplace settings in which employees are likely to have greater role identification and more intrinsically motivating work.…”

Section: Emotional Labormentioning

confidence: 70%

The Impact of Daily Emotional Labor on Health and Well-Being

Riforgiate

Howes

Simmons

2021

Management Communication Quarterly

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Emotional labor research largely focuses on client-facing occupations. However, employees across occupations engage in emotional labor when they perceive that specific types of emotional communication are required to align with organizational expectations. The current two-week daily survey study of 42 employees was conducted at a small website development company to examine relationships between employees’ emotional labor, physical health, and psychological well-being. Results indicated that daily emotional labor surface acting was significantly negatively related to daily psychological well-being and daily physical health. However, daily emotional labor deep acting was not significantly related to daily psychological well-being or daily physical health. After aggregating emotional labor across days, results revealed a significant positive relationship between emotional labor and burnout. This study enhances organizational awareness of the relationship between emotional communication expectations and employees’ psychological and physical health. Research-driven practices are detailed to ameliorate the negative side effects of emotional labor communication demands.

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“…It has been identified that deep acting is healthier than surface acting (Rutner and Riemen-schneider, 2015). Furthermore, surface acting and work exhaustion are positively correlated, while the other is not associated with exhaustion (Rutner and Riemenschneider, 2015). Moreover, reappraisal strategies are often conceptualized as deep acting and surface acting respectively.…”

Section: Emotional Labormentioning

confidence: 99%

Role of Leaders’ Emotional Labor toward Leader’s Job Satisfaction and Emotional Exhaustion: Moderating Role of Psychological Capital

Noreen

Nisar

Haider

et al. 2021

GADJAH MADA INT. J. BUS.

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Everyone has to manage the emotions during their interaction with others; similar case is with the leaders in organizations. Leaders’ actively and continually regulate their emotional state. The crucial role of emotions in interactional process as well in decision making triggers leaders to be vigilant about their emotional labor strategies. Thus emotional labor has become an emerging construct in leadership domain. This study has collected data from 250 doctors working in private and public hospitals in Gujranwala. Findings demonstrated leaders’ deep acting as well as displaying natural emotions are positively associated with job satisfaction and negatively associated with leaders’ emotional exhaustion. Moreover, surface acting has significant positive relationship with leaders’ emotional exhaustion and negative relationship with leaders’ job satisfaction. Psychological capital significantly moderated the relationship between leaders’ emotional labor strategies, leaders’ job satisfaction and leaders’ emotional exhaustion.

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The Impact of Emotional Labor and Conflict-Management Style on Work Exhaustion of Information Technology Professionals

Cited by 11 publications

References 107 publications

Investigating logistics service quality in omni-channel retailing

Investigating logistics service quality in omni-channel retailing

The Impact of Daily Emotional Labor on Health and Well-Being

Role of Leaders’ Emotional Labor toward Leader’s Job Satisfaction and Emotional Exhaustion: Moderating Role of Psychological Capital

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