Emotional Labor at a Crossroads
Where Do We Go from Here
Bibliographic Data
| ID | 15735482 |
|---|---|
| Authors | Alicia A Grandey (0000-0001-7912-9058, Pennsylvania State University, corresponding author), Allison S Gabriel (0000-0002-3755-8863, Virginia Commonwealth University) |
| Year | 2015 |
| Volume | 2 |
| Issue | 1 |
| Pages | 323-349 |
| Publication date | 2015-02-04 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Annual Review of Organizational Psychology and Organizational Behavior (JOURNAL) |
| Journal identifiers | ISSN: 2327-0608 • E-ISSN: 2327-0616 |
| Publisher | Annual Reviews (PUBLISHER • US) |
| DOI | 10.1146/annurev-orgpsych-032414-111400 |
| OpenAlex | W2118004681 |
| Language | EN |
| Citations received | 148 |
| References cited | 134 |
Three decades after its introduction as a concept, emotional labor—regulating emotions as part of the work role—is fully on the map in organizational behavior and organizational psychology. As research has accelerated, roadblocks, such as fuzzy construct conceptualizations, assumed but untested processes, and methodological stagnation, have emerged. To provide direction to new scholars and suggestions to seasoned emotional labor researchers, we review theoretical perspectives and evidence for emotional labor and its (a) construct development and measurement, (b) chronic and momentary determinants, (c) prediction of employee well-being, and (d) influence on organizational performance. On this path, we introduce emotional labor as a dynamic integration of three components (i.e., emotional requirements, emotion regulation, and emotion performance), interpret personal and organizational moderators, and point to innovative new methodological approaches. Overall, we provide a new road map to jump-start the field in exciting new directions
Cognitive psychology · Construct (python library · Emotional labor · Field (mathematics · Industrial and organizational psychology · Organizational commitment · Organizational justice · Computer Science · Emotional Labor in Professions · Emotions and Moral Behavior · Job Satisfaction and Organizational Behavior · Psychology · Social Psychology
Revisiting feeling rules
Recuperación de energía del trabajador
Acting on momentary emotions
Emotional Labor
The state of the heart
Determinants of Turnover Intention of Social Workers
Antecedents and Consequences of Teachers’ Emotional Labor
Emotional demands, emotional labour and occupational outcomes in school principals
Towards a theoretical model of middle leadership in schools
Objective Phone Use During Time With One’s Partner
Emotional labor and work engagement at work in military policemen
Exploring Age-Conditional Effects in the Emotional Labor – Perceived Work Ability Linkage
Age-Conditional Effects of Political Skill and Empathy on Emotional Labor
Older and Less Deviant? The Paths Through Emotional Labor and Organizational Cynicism
Age-Conditional Effects in the Affective Arousal, Empathy, and Emotional Labor Linkage
Culture matters for teachers’ emotion regulation and its relations to their well-being
Women engineers in leadership
The Role of Self‐Compassion and Experience in Psychologists' Latent Emotional Labour Strategy Profiles
The Effect of Emotional Labor Strategies on Hotel Employees' Mental Health
Because of Love, I Won't Leave
Emotional labor profiles among teachers
Examining Academics’ Strategies for Coping With Stress and Emotions
Unmasking the Effects of Teachers Whistleblowing Some Attributes on Implementing Stem Education
Public Knowledge and Expertise Under Authoritarian Siege
An Emotion-Based Perspective on Risk Assessment
Emotional labour in the analysis of farm-based hospitality projects
Coaches’ perceptions of sport education
Emotional Exhaustion Among Hospitality Industry Employees
The leader affect revolution reloaded
Leader state emotions in organizations
The relationship between job demands, resources and subjective wellbeing
Linking ‘unit emotion work’ to customer satisfaction and loyalty
Collectivism at the individual level
Surface acting unveiled
The role of customer mistreatment and emotional exhaustion in the relationship between surface acting and turnover intention
Disentangling person and work unit level relationships between a climate of authenticity and work engagement
The moderating role of surface and deep acting on the relationship between natural emotional labor and organizational commitment
A ‘thanks’ from customers energizes employees to service with smile
Challenge-hindrance stressors and service employees job outcomes
Teacher dispositional affectivity, emotional labor, and self-efficacy
The determinants of abusive supervision
Exhibiting emotional flexibility to alleviate employee hateful emotions and elevate their justice perceptions
Feeling fathers
The patterns of anger regulation among school principals and their sources
Revisiting the research on teachers’ emotion regulation
Is the flu or a cold a threat to teachers’ well-being? A moderated mediation model with emotional labor as a mediator and work ethic as a moderator
When AI takes your call
Teacher emotions and emotional labour
Effects of emotion‐rule dissonance on emotional exhaustion and physiological health
How leader emotional labour is associated with creativity
Influences of daily negative feedback and the roles of emotional labor and mindfulness
Facilitating Task Capabilities Acquisition Enhances Perceived Prosocial Impact
The Hidden Costs of Gratitude
From knowledge to feelings
Leader emotion regulation, leader‐member exchange (LMX), and followers’ task performance
Relationships among teacher enjoyment, emotional labor, and perceived student engagement
An Empirical Examination of the Relationship Between Emotion Regulation and Emotional Labor
Psychometric Evaluation of the Action Control Scale in Turkish Samples and the Relationship of Action–State Orientation with Emotional Labor
Getting into flow during virtual meetings
Riding the Passion Wave or Fighting to Stay Afloat? A Theory of Differentiated Passion Contagion
Suffer at work, vent at home
Emotional labour in midwifery care
Practical Feelings
The double-edged sword of employee authenticity in coworker interactions
The Complexity of Deep Acting
Rethinking Emotional Labour in Hospitality
Emotional labor demands, stratification, and mental health pathways in Europe
Escala de trabalho emocional
Bridge-building Emotional Labour
Fabricating Emotions
Organizational Dehumanization and Emotional Labor
Understanding the Emotional Labor of Public Health Equity Work
Platform gig work conditions and workers’ perceptions of decent work
The Moment of Truth
Gender equity and emotional labour in the workplace
Emotional labor and emotional exhaustion in psychologists
The Impact of Servant Leadership on Proactive Service Behavior
Perceived algorithmic control and gig workers’ work engagement
How does emotional labor relate to emotional exhaustion among university counselors? the differential moderating roles of psychological detachment
Career Stability and Insecurity
Emotion Management
The Mediating Effect of Presenteeism on the Relationship between Emotional Labor and Work Engagement of Coaches for Disability Sports
Structural Relationship among Physical Self-Efficacy, Psychological Well-Being, and Organizational Citizenship Behavior among Hotel Employees
Exploring the Effect of Emotional Labor on Turnover Intention and the Moderating Role of Perceived Organizational Support
Developing and validating a scale to measure teachers’ emotional labor strategy in classrooms
The Role of Leader’s Humility in Facilitating Frontline Employees’ Deep Acting and Turnover
Workplace leadership sentiments and employee engagement
Just smile and wave”
Self-determination theory and teachers’ motivations to perform emotional labor and emotion work
Emotional labor, teacher burnout, and turnover intention in high-school physical education teaching
Representation of the Female Body in the Workplace
How social media fatigue feigning and altering emotion discourage the use of social media
Emotions at Work
The Conjoint Effect of Workplace Spirituality and Emotional Labour on Service Providers’ Wellbeing
Against what model? Evaluating women as leaders in the pandemic era
The silent shift
Client care strategies, stressors, and solutions in frontline anti‐trafficking work
Revisiting the Impact of Illegitimate Tasks on Volunteers
Hide your sickness and put on a happy face”
Gig work and gig workers
Emotion Regulation at Work and at Home
A Theory of Cognitive Dissonance
Emotional Labor in the 21st Century
Regulatory Focus Theory
Benefits of mindfulness at work
The Contagious Leader
On the costs and benefits of emotional labor
Emotional intelligence
Too drained to help
Testing a conservation of resources model of the dynamics of emotional labor.
The Importance of Being Flexible
Mechanisms of Self-Control Failure
Daily Customer Mistreatment and Employee Sabotage Against Customers
Emotion Regulation
How Emotions Regulate Social Life
Emotional regulation in the workplace
Display rules versus display autonomy
The dimensionality and antecedents of emotional labor strategies
Development and validation of the Emotional Labour Scale
How rude! Emotional labor as a mediator between customer incivility and employee outcomes
Emotional labor and leadership
Emotional labor
Service with a smile
A Theory of Cognitive Dissonance
Emotional Labor and Burnout
Verbal abuse from outsiders versus insiders
Free to be you and me
The Managed Heart
The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers
Emotional display rules as work unit norms
Emotion regulation in customer service roles
The ability to regulate emotion is associated with greater well-being, income, and socioeconomic status
A classification of controlled interpersonal affect regulation strategies
The Emerging Field of Emotion Regulation
The customer is not always right
A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit
A predictive study of emotional labor and turnover
Understanding the emotional labor process
An empirical analysis of surface acting in intra‐organizational relationships
Interactions with the public
Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms
Significant work events and counterproductive work behavior
Get mad and get more than even
The Interpersonal Effects of Anger and Happiness in Negotiations
Dealing with feeling
Self-regulation and depletion of limited resources
Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart
Inauthenticity and Depression
The Affective Consequences of Service Work
The Consequences of Caring
| Unique citing works | 148 |
|---|---|
| Citations per year | 13,45 |
| Citation span | 2015 - 2026 (12) |
| Citation velocity | current |
| Highly cited | Yes |
| Citation types | Neutral: 145 |