Reducing the negative effects of emotion work in service occupations: Emotional competence as a psychological resource

Journal of Occupational Health Psychology

Volumn 11, Issue 1, 2006, Pages 63-75

  Giardini, Angelo ^a   Frese, Michael ^a  

^a JUSTUS LIEBIG UNIVERSITY   (Germany)

Author keywords

[No Author keywords available]

Indexed keywords

ADULT; COMPETENCE; COPING BEHAVIOR; EMOTION; EMOTIONAL COMPETENCE; EMPLOYEE; FACTORIAL ANALYSIS; FEMALE; FRANKFURT EMOTION WORK SCALES; GERMANY; HUMAN; INTERPERSONAL REACTIVITY INDEX; JOB SATISFACTION; MALE; MOOD; OCCUPATIONAL PSYCHOLOGY; PRIORITY JOURNAL; PSYCHOLOGICAL ASPECT; RATING SCALE; REVIEW; SOCIAL INTERACTION; TIME; TRAIT META MOOD SCALE; WELLBEING;

ADULT; COGNITIVE DISSONANCE; EMOTIONS; FACTOR ANALYSIS, STATISTICAL; FEMALE; GERMANY; HUMANS; INTERPERSONAL RELATIONS; JOB SATISFACTION; MALE; MIDDLE AGED; ORGANIZATIONAL CULTURE; PERSONAL SATISFACTION; PROFESSIONAL COMPETENCE; PSYCHOLOGY, INDUSTRIAL; QUESTIONNAIRES; SOCIALIZATION; STRESS, PSYCHOLOGICAL; TIME; WORKPLACE;

EID: 33747724002     PISSN: 10768998     EISSN: None     Source Type: Journal    
DOI: 10.1037/1076-8998.11.1.63     Document Type: Review

References (48)

1. Abraham, R. (1999). Emotional intelligence in organizations: A conceptualization. Genetic, Social, and General Psychology Monographs, 125, 209-224.
2. Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park, CA: Sage.
3. Bradburn, N. M. (1969). The structure of psychological well-being. Chicago: Aldine.
4. Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7, 57-67.
5. Cherniss, C. (2000). Social and emotional competence in the workplace. In R. Bar-On & J. D. A. Parker (Eds.), The handbook of emotional intelligence (pp. 433-458). San Francisco: Jossey-Bass.
6. Ciarrochi, J. V., Chan, A. Y. C., & Bajgar, J. (2001). Measuring emotional intelligence in adolescents. Personality and Individual Differences, 31, 1105-1119.
7. Côté, S. (2005). A social interaction model of the effects of emotion regulation on work strain. Academy of Management Review, 30, 509-530.
8. Crampton, S. M., & Wagner, J. A. (1994). Percept-percept inflation in microorganizational research: An investigation of prevalence and effect. Journal of Applied Psychology, 79, 67-76.
9. Davis, M. H. (1983). Measuring individual differences in empathy: Evidence for a multidimensional approach. Journal of Personality and Social Psychology, 44, 113-126.
10. Fox, S., & Spector, P. E. (2000). Relations of emotional intelligence, practical intelligence, general intelligence, and trait affectivity with interview outcomes: It's not all just 'G'. Journal of Organizational Behavior, 21, 203-220.
11. Frese, M. (1999). Social support as a moderator of the relationship between work stressors and psychological dysfunctioning: A longitudinal study with objective measures. Journal of Occupational Health Psychology, 4, 179-192.
12. Garst, H., Frese, M., & Molenaar, P. C. M. (2000). The temporal factor of change in stressor-strain relationships: A growth curve model on a longitudinal study in East Germany. Journal of Applied Psychology, 85, 417-438.
13. Grandey, A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110.
14. Grandey, A. (2003). When the "show must go on": Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal, 46, 86-96.
15. Grandey, A. A., & Brauburger, A. L. (2002). The emotion regulation behind the customer service smile. In R. G. Lord, R. J. Klimoski, & R. Kanfer (Eds.), Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior (pp. 260-294). San Francisco: Jossey-Bass.
16. Griffeth, R. W., Hom, P. W., & Gaertner, S. (2000). A meta-analysis of antecedents and correlates of employee turnover: Update, moderator tests, and research implication for the next millennium. Journal of Management, 26, 463-488.
17. Gross, J. J. (1998). Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology, 74, 224-237.
18. Hatfield, E., Caccioppo, J. T., & Rapson, R. L. (1994). Emotional contagion. Cambridge, England: Cambridge University Press.
19. Hobfoll, S. E. (2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology: An International Review, 50, 337-421.
20. Hochschild, A. R. (1983). The managed heart. Berkeley: University of California Press.
21. Kinicki, A. J., & Vecchio, R. P. (1994). Influences on the quality of supervisor-subordinate relations: The role of time-pressure, organizational commitment, and locus of control. Journal of Organizational Behavior, 15, 75-82.
22. Marsh, H. W., Hau, K., Balla, J. R., & Grayson, D. (1998). Is more ever too much? The number of indicators per factor in confirmatory factor analysis. Multivariate Behavioral Research, 33, 181-220.
23. Mayer, J. D., Caruso, D. R., & Salovey, P. (2000). Emotional intelligence meets traditional standards for an intelligence. Intelligence, 27, 267-298.
24. Mayer, J. D., & Salovey, P. (1997). What is emotional intelligence? In P. Salovey & D. Sluyter (Eds.), Emotional development and emotional intelligence: Educational implications (pp. 3-34). New York: Basic Books.
25. Mayer, J. D., Salovey, P., & Caruso, D. R. (2000). Models of emotional intelligence. In R. J. Sternberg (Ed.), Handbook of intelligence (pp. 396-420). New York: Cambridge University Press.
26. McClelland, G. H., & Judd, C. M. (1993). Statistical difficulties of detecting interactions and moderator effects. Psychological Bulletin, 114, 376-390.
27. Meichenbaum, D. (1985). Stress inoculation training. New York: Pergamon Press.
28. Mischel, W. (1973). Toward a cognitive social learning reconceptualization of personality. Psychological Review, 80, 252-283.
29. Morris, J. A., & Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986-1010.
30. Morris, J. A., & Feldman, D. C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9, 257-274.
31. Muraven, M., & Baumeister, R. (2000). Self-regulation and depletion of limited resources: Does self-control resemble a muscle? Psychological Bulletin, 126, 247-259.
32. Petrides, K. V., & Furnham, A. (2000). On the dimensional structure of emotional intelligence. Personality and Individual Differences, 29, 313-320.
33. Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018-1027.
34. Pugliesi, K. (1999). The consequences of emotional labor: Effects on work stress, job satisfaction, and well-being. Motivation and Emotion, 23, 125-154.
35. Rafaeli, A., & Sutton, R. (1989). The expression of emotion in organizational life. In L. L. Cummings & B. Staw (Eds.), Research in organizational behavior (pp. 1-42). Greenwich, CT: JAI Press.
36. Roberts, R. D., Zeidner, M., & Matthews, G. (2001). Does emotional intelligence meet traditional standards for an intelligence? Some new data and conclusions. Emotion, 1, 196-231.
37. Roger, D., & Hudson, C. (1995). The role of emotion control and emotional rumination in stress management training. International Journal of Stress Management, 2, 119-132.
38. Salovey, P., Mayer, J. D., Goldman, S. L., Turvey, C., & Palfai, T. P. (1995). Emotional attention, clarity, and repair: Exploring emotional intelligence using the Trait Meta-Mood Scale. In J. W. Pennebaker (Ed.), Emotion, disclosure, and health (pp. 125-154). Washington, DC: American Psychological Association.
39. Schaubroek, J., & Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21, 163-183.
40. Schutte, N. S., Malouff, J. M., Hall, L. E., Haggerty, D. J., Cooper, J. T., Golden, C. J., & Dornheim, L. (1998). Development and validation of a measure of emotional intelligence. Personality and Individual Differences, 25, 167-177.
41. Semmer, N. (1982). Stress at work, stress in private life, and psychological well-being. In W. Bachmann & I. Udris (Eds.), Mental load and stress in activity: European approaches (pp. 42-55). Amsterdam: Elsevier.
42. Spain, J. S., Eaton, L. G., & Funder, D. C. (2000). Perspectives on personality: The relative accuracy of self versus others for the prediction of emotion and behavior. Journal of Personality, 68, 837-867.
43. Teuchmann, K., Totterdell, P., & Parker, S. K. (1999). Rushed, unhappy, and drained: An experience sampling study of relations between time pressure, perceived control, mood, and emotional exhaustion in a group of accountants. Journal of Occupational Health Psychology, 4, 37-54.
44. Warr, P. B., Cook, J. D., & Wall, T. D. (1979). Scales for the measurement of some work attitudes and aspects of psychological well-being. Journal of Occupational Psychology, 52, 129-148.
45. Weiss, H. M., & Cropanzano, R. (1996). Affective Events Theory: A theoretical discussion of the structure, causes, and consequences of affective experiences at work. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior (Vol. 18, pp. 1-74). Greenwich, CT: JAI Press.
46. Wong, C-S., & Law, K. S. (2002). The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study. The Leadership Quarterly, 13, 243-274.
47. Zapf, D., Vogt, C., Seifert, C., Mertini, H., & Isic, A. (1999). Emotion work as a source of stress: The concept and development of an instrument. European Journal of Work and Organizational Psychology, 8, 371-400.
48. Zeidner, M., Matthews, G., & Roberts, R. D. (2004). Emotional intelligence in the workplace: A critical review. Applied Psychology: An International Review, 53, 371-399.