Modelling the Antecedents and the Consequences of the Emotional Labor: Evidence from Health Sector
Keywords:
Emotional Labor Displays, Antecedents, Consequences, ReligiosityAbstract
This study aims to analyze the connections between the factors that influence the strategies used to demonstrate emotional labor, such as deep, surface and genuine actings. Plus, some main antecedents for instance religiosity, organizational support and the resulting outcomes, like performance and emotional exhaustion. To achieve this objective, a survey that was designed based on existing research was administered to healthcare practitioners. The hypotheses generated to align with the research objective underwent regression analysis and were tested with SPSS 26 and Python 3.10, while essential reliability and validity analyses were conducted. The theory concerning the correlation between employee performance and measures of emotional work could not be rejected. Although the impact of surface acting and deep acting strategies, both of which fall within emotional labor strategies, on employee performance was found to be considerable, no significant effect was observed in relation to genuine acting behavior. Research has found that the level of religiosity has a beneficial impact on emotional labor, a topic that has not received much focus in existing literature.
References
C.?. Çukur. Conference on “Emotional Regulation and Emotional Labor”; At?l?m University Conference, Ankara. 2012
H. ?. Seçer, “Emotions and Emotional Labor in Working Life: An Evaluation from the Perspective of Sociology, Psychology and Organization Theory”, Journal of Social Policy Conferences, no. 50, pp. 813–834, Oct 2010.
A. R. Hochschild. “The Managed Heart: The Commercialization of Human Feeling”, Berkeley and Los Angeles: University of California Press, 1983.
K. H. Chu. “The Effects of Emotional Labor on Employee Work Outcomes”. Ph. D. thesis. Virginia. Graduate School of Virginia Polytechnic Institute and State University. 2002.
A. A. Grandey. “Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor”, Journal of Occupational Health Psychology. Vol. 5. No. 1. 95-110. Feb. 2000.
J.A. Morris. D.C. Feldman. “The Dimensions, Antecedents and Consequences of Emot?onal Labor”, Academy ot Management Review, Vol.21, pp. 986-1010. Oct. 1996.
B.E. Ashforth. R. Humphrey. Emotional Labor in Service Roles: The Influence of Identity, Academy of Management Review, Vol. 18, pp. 88-115. Jan. 1993
D. D. Alrawadieh. M. Z. Dinçer. “Emotional Labor, Quality of Work Life, and Life Satisfaction of Tour Guides: The Mediating Role of Burnout”, Journal of Tourism Leisure and Hospitality, Vol. 3, pp. 118-128, Dec. 2021.
A. J. Allen & Pugh, S. D.; Grandey, A. A.;M. Groth. “ Following Display Rules in Good or Bad faith?: Customer Orientations as a Moderator of the Display Rule-Emotional Labor Relationship”, Human Performance, Vol. 23, pp. 101-115. 2010.
U. Yozgat. S. C. Çal??kan. & F. O. Ürü, F. O. “Exploring Emotional Dissonance: On Doing What You Feel and feeling What You Do?”, 8th International Strategic and Management Conference, Procedia- Social and Behavioral Sciences 58, 673-682. Oct. 2012.
A. A. Grandey. “Smiling for a Wage: What Emotional Labor Teaches Us About Emotion Regulation”, Psychological Inquiry, vol. 26, pp. 54-60. March. 2015.
J.M. Diefendorff. M. Erin. M.H. Croyle. “Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions”, Journal of Occupational and Organizational Psychology, 79, pp. 273–298. June. 2006.
L. Glaso. & S. Einarsen. “Emotion regulation in leader–follower relationships”, European Journal of Work and Organizational Psychology, 17 (4), 482 – 500. Nov. 2008.
L. Köksel. “Emotional Labor in Business Life and an Empirical Study”; Unpublished Master's Thesis, Celal Bayar University, Manisa. 2009.
Öz, E. Ü. (2007). “Duygusal Emek Davran??lar?n?n Çal??anlar?n ?? Sonuçlar?na Etkisi”; ?stanbul: Beta.
M. Elçi ?. ?ener. L. Alpkan. “The Impact of Morality and Religiosity of Employees on Their Hardworking Behaviour”, Procedia Social and Behavioral Sciences. 2011. pp.1367-1377.
P. Tracey. “Religion and Organization: A Critical Review of Current Trends and Future Directions”, Academy of Management Annals, Vol. 6, pp. 87-134. June. 2012.
C.R. Perera. Pandey. & A. K. Srivastava. “Role of Religion and Spirituality in Stress Management Among Nurses”, Psychol Stud, Vol. 63. pp. 187-199. June. 2018.
E.J. Wang. P. Berthon. L. Pitt. I. P. McCarthy, I. P. “Service, Emotional Labor, and Mindfulness”, Business Horizons, vol. 59, pp. 655-661. Sep. 2016.
L.D. Kiel. D.J. Watson. “Aff ective Leadership and Emotional Labor: A View from the Local Level”, Public Administration Review; January -February. 2009.
M.A. Çalda?. “The Effects of Emotional Labor Behaviors on Work Results in Healthcare Workers”, M.A. thesis; Selcuk University. Konya. 2010.
D.Y. Jeung. C. Kim. & S.J. Chang. Emotional Labor and Burnout: A Review of the Literature. Yonsei Medical Journal, vol. 2, pp. 187–193. March. 2018. https://doi.org/10.3349/ymj.2018.59.2.187.
S. J. Yeh. S.S. Chen. K.S. Yuan. W. Chou. & T. Wan. “Emotional Labor in Health Care: The Moderating Roles of Personality and the Mediating Role of Sleep on Job Performance and Satisfaction”. Frontiers in psychology, Vol. 11. Dec. 2020. https://doi.org/10.3389/fpsyg.2020.574898.
A. S. Wharton. R.I. Erickson, R. I. “Managing Emotions on the Job and at Home: Understanding the Consequences of Multiple Emot?onal Roles”, Academy of Management Beview, Vol. 18, No. 3, pp. 457-486. Jul. 1993.
S. Phillips. “Labouring the Emotions: Expanding the Remit of Nursing Work?”, Journal of Advanced Nursing, vol. 24, pp.139-143. July 1996.
] S. Mann. “Emotion at Work: To What Extent are We Expressing, Suppressing, or Faking It?”, European Journal of Work and Organizational Psychology, vol. 8, pp. 347–369. Sep. 1999.
R.J. Steinberg. D.M. Figart, D. M. “Emotional Demands at Work: A Job Content Analysis”, Annals of the American Academy of Political and Social Science, Vol. 561, Emotional Labor in the Service Economy, pp. 177-191, Jan. 1999.
A. S. Wharton. “The Psychosocial Consequences of Emotional Labor”, The Annals Of The American Academy Of Political And Social Science, pp. 561: 158. January.1999.
A.R. Çeçen. “Why Are Emotions Indispensable and Important in Human Life?”, Çukurova University Social Sciences Institute Journal, vol. 9, pp. 164-170. Mart. 2002.
Özkalp. & A. Cengiz. “??yerinde Duygular ve Yönetimi”, 11th National Management and Organizational Congress Proceedings Book, 2003. pp. 943-955.
C. Akçay. & A. Çoruk. “Emotions and Their Management in Working Life: A Conceptual Review”, Journal of Policy Analysis in Education, vol,1, pp. 3-25, May. 2012.
J.J. Gross. The Emerging Field of Emotion Regulation: An Integrative Review, Review of General Psychology, 2 (3), pp. 271-299. Sep. 1998.
J.J. Gross, J. J. “Emotion Regulation: Current Status and Future Prospects”, Psychological Inquiry, pp. 26,1-26. Mar. 2015.
A.A. Grandey. A. Rafaeli. S. Ravid. J. Wirtz. & D.D. Steiner. “Emotion Display Rules at Work in the Global Service Economy: the sapecial case of the customer”, Journal of Service Management, Vol. 21, pp. 388-412. June. 2010.
A. A. Grandey. “Smiling for a Wage: What Emotional Labor Teaches Us About Emotion Regulation”, Psychological Inquiry, vol. 26, pp. 54-60. March. 2015.
K. Niven. “Why do people engage in interpersonal emotion regulation at work?”, Organizational Psychology Review, vol. 6, 4 pp. 305-323. June. 2016.
A.A. Grandey. G.M.Sayre. “Emotional Labour: Regulating Emotions for a Wage”, Association for Psychological Science, Vol. 28, pp. 131-137, Jan. 2019.
E. Kart. “The Effect of Emotional Labor on Employees as an Emotion Management Process”, Labor and Society Journal of Economics and Law, vol. 3, pp. 215-230. Ocak. 2011.
E. Ero?lu. “The Effect of Organizational Communication on the Management of Employees' Emotional Expressions”. Selcuk Communications Journal. 6.3. pp. 18-33. Sep. 2010.
A. R. Hochschild. “Emotion Work, Feeling Rules, and Social Structure”, American Journal of Sociology, 85, vol. 3, pp. 551-575, Nov. 1979.
K.L. Randolph. J.J. Dahling. “Interactive effects of proactive personality and display rules on emotional labor in organizations”, Journal of Applied Social Psychology, vol. 43, pp. 2350-2359, Dec. 2013.
R.H. Humprey. B.E. Ashfort. J.M. Diefendorff, J. M. “The bright side of emotional labor”, Journal of Organizational Behaviour, Vol. 36, pp. 749-769. May. 2015.
T. Otterbring. “Smile for a while: the effect of employee-displayed smiling on customer affect and satisfaction”, Journal of Service Management, vol. 28, pp. 284-304. April. 2017.
H. Gül. O. Ercan O. & H. Gökçe. “Relationships Between Job Satisfaction, Organizational Commitment, Intention to Quit and Performance: An application in the health sector”, Academic View, vol. 15. 2008.
B. Seery. & E. Corrigal, E. “Emotional Labour: Links to Work Attitudes and Emotional Exhaustion”, Journal of Managerial Psychology, Vol. 24, pp. 797-813, Nov. 2009.
F. Vural. A. A. Dura. ?. Fil. S. Çiftçi. S. D. Torun. & R. Patan. “Factors Affecting Satisfaction, Retention and Organizational Commitment among Healthcare Workers”, Bal?kesir Medical Sciences Journal, Vol. 1, pp. 137-144. Dec. 2012.
C. Ergin. “Burnout in Doctors and Nurses and Adaptation of Maslach Burnout Scale”, Rüveyda Bayraktar and ?hsan Da? (eds.), VII. Scientific Studies of the National Psychology Congress, Ankara: Turkish Psychologists Association Publication, pp. 143–154. Sep. 1992.
A.R. Demirba?. “Burnout Situations of Managers of Three Different Hospitals and Health Personnel Working in Clinics”, M.A. thesis, Ankara University, Ankara. 2006.
M. Çelik. A.Tabak. M.P. Uysal. Ü. S??r?.Ö. Turunç. “The Relationship Between Burnout and Emotional Labour of The Employees In Hospital Sector”; International Journal Of Business and Management Studies, 2, 1. 2010.
S. Köse, L. Oral & H. Türesin. “A Research in the Health Sector on the Relationship between Emotional Labor Behaviors and Employees' Burnout Levels”, Journal of Business Administration, vol. 12, 2, pp. 165-185. Ara. 2011.
L. Oral. & S. Köse. “A Study on the Relationships Between Physicians' Use of Emotional Labor and Their Job Satisfaction and Burnout Levels”; Suleyman Demirel University The Journal of Faculty of Economics and Administrative Sciences Administrative Sciences , vol.16, pp. 463-492. Agu. 2011
K. Sung. Y. Seo. & H.K. Jee. “Relationships Between Compassion Fatigue, Burnout, and Turnover Intention in Korean Hospital Nurses”, Journal of Korean Academy of Nursing, Vol. 42, pp. 1087-1094.Dec. 2012.
K. Sung. “Comparison between Nursing Home Nurses and Hospital Nurses for Emotional Labor and Job Satisfaction”, Journal of Korean Gerontological Nursing, Vol. 14, pp. 40-49. 2012.
J. Kim. J.Y. Seon. H.K. Su & O.K. Ja. “Predictors of Emotional Labor and Job Stress on Burnout of Nurses in Long-term Care Hospitals”, Journal of Korean Gerontological Nursing, vol. 16, 2, pp. 130-140. Aug. 2014.
B. O. Barry, M.Olekans, L. Rees. “An Ethical Analysis of Emotional Labor”, Journal of Business Ethics, Nov. 2019. https://doi.org/10.1007/s10551-018-3906-2.
G. Özdemir. M. Yalç?n. & M. Akb?y?k. “The Impact of Emotional Labor Behaviors on Customer Relations in the Service Sector”, E-Journal of New World Sciences Academy. (NWSA –Humanities) Vol 4, pp. 301-320. Jan. 2013.
O. Türkay. A. Ünal. O. Ta?ar. “The Effect of Emotional Labor on Work Engagement Under Motivational and Structural Factors”, ZKÜ Social Sciences Journal, Vol. 7, pp. 7-14. Jan. 2011.
A. Yalç?n. “Emotional Labour: Dispositional Antecedents and the Role of Affective Events”; MA thesis Middle East Technical University, Sep. 2010.
U. Kaya. Ç.K. Özhan. “The Relationship Between Emotional Labor and Burnout: A Research on Tourist Guides”; Journal of Labor Relations; Vol. 3, Issue 2, Page: 109-130. July 2012.
S. Serin, S. "The Effect of Emotional Labor on Burnout and Job Satisfaction: An Application in the Health Sector", M.A. thesis, Turkish Aeronautical Association University, Ankara. 2014.
M.E. Rogers.P.A.Creed. J. Searle. “Emotional Labor, Training, Stress, Burnout, and Depressive Symptoms in Junior Doctors”, Journal of Vocational Education & Training, vol. 66, pp. 232-248. March 2014.
A.A. Grandey. D. Rupp. W.N. Brice, W. N. “Emotional Labor Threatens Decent Work: A proposal to eradicate emotional display rules”, Journal of Organizational Behavior, 36, pp. 770–785. May. 2015a
S. Dursun. N. Bayram. S. Aytaç. “The Effect of Emotional Labor on Job Satisfaction and Burnout Level”, 17th National Ergonomics Congress. Eski?ehir. 2011.
L. Oral. & S. Köse. “A Study on the Relationships Between Physicians' Use of Emotional Labor and Their Job Satisfaction and Burnout Levels”; Suleyman Demirel University The Journal of Faculty of Economics and Administrative Sciences , vol.16, pp. 463-492. Agu. 2011.
M. Onay. “ The Impact of Employee Emotional Intelligence and Emotional Labor on Task Performance and Contextual Performance”; Ege Akademik Bak??, Vol. 11 ,4, Ekim. 2011.
M. Güngör. “Concept of Emotional Labor: Process and Results”, Public-Business Journal; Vol. 11, pp. 1, Jan. 2009.
C.M. Brotheridge. & R.T.Lee.”Development and validation of an emotional labor scale”. Journal of Occupational and Organizational Psychology. vol. 76, pp. 365-379. Sep. 2003.
A.A. Grandey, “The effects of emotional labor: Employee attitudes, stress and performance”, Ph D thesis.Colorado State University, ?1999.?
T.G. Plante. C. Vallaeys.A.C. Sherman. & K.A. Wallston .”The development of a brief version of the Santa Clara Strength of Religious Faith Questionnaire”. Pastoral Psychology, 50, pp 359–368. May 2002.
T. Barnett, K. Bass, G. Brown, G. “Religiosity, Ethical Ideology, and Intentions to Report a Peer’s Wrongdoing”. Journal of Business Ethics, Vol. 15, pp. 1161- 1174. Nov. 1996.
R. Eisenberger. R. Huntington. S. Hutchison. and D. Sowa. “ Perceived Organizational Support”. Journal of Applied Psychology, 71, 500-507. Sep. 1986. http://dx.doi.org/10.1037/0021-9010.71.3.500
C. Maslach. & S.E. Jackson. “Maslach burnout inventory manual” (2nd ed.). Palo Alto, CA: Consulting Psychologists Press. 1986. pp. 3-191.
S. Barsade D. Gibson D. “Why Does Affect Matter in Organizations?” Academy of Management Perspectives, Febrary, pp. 36-59. Feb. 2007.
J-K. Seo. M. B. Mahudin. YW. Sohn. “The relationship between religiosity and meaningful work among Malaysian Muslim employees: The mediating role of existential labor”. PLoS ONE. 17(12): e0279251. Dec. 2022. https://doi.org/10.1371/journal.pone.0279251.
C.J. Byrne. D.M. Morton. J.J. Dahling. “Spirituality, religion, and emotional labor in the workplace”. Journal of management, spirituality & religion, Vol. 8, pp. 299-315. Dec. 2011.
A.A. Grandey. A.S. Gabriel. Emotional Labor at a Crossroads: Where Do We Go from Here?, Annual Review of Organizational Psychology and Organizational Behavior, Vol. 2, pp. 323-349. May 2015b. doi: 10.1146/annurev-orgpsych-032414-111400.
Z. Yanchun, C. Qiyao, P. Jian, Z. Xiaoqing. “Benefits and Costs of Problem-Focused Leader Interpersonal Emotion Management: An Integrative Perspective of Employees and Leaders”. Journal of Psychological Science, Vol. 47, pp. 630-638. May. 2024.
S.Nauman, S. Z. Malik, F. Saleem & S. A. Elahi. “ How emotional labor harms employee’s performance: unleashing the missing links through anxiety, quality of work-life and Islamic work ethic”, The International Journal of Human Resource Management, Vol. 35, pp. 1-31. Jan. 2023. DOI: 10.1080/09585192.2023.2167522
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 International Journal of Sciences: Basic and Applied Research (IJSBAR)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Authors who submit papers with this journal agree to the following terms.
