The relationship between emotional resources and emotional labor: An exploratory study

Journal of Applied Social Psychology

Volumn 38, Issue 10, 2008, Pages 2410-2439

  Liu, Yongmei ^a   Prati, L Melita ^b   Perrewé, Pamela L ^c   Ferris, Gerald R ^c  

^a UNIVERSITY OF TEXAS AT ARLINGTON   (United States)

^b EAST CAROLINA UNIVERSITY   (United States)

^c FLORIDA STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 52649083159     PISSN: 00219029     EISSN: 15591816     Source Type: Journal    
DOI: 10.1111/j.1559-1816.2008.00398.x     Document Type: Article

References (87)

1. Abraham, R. (1999). Emotional intelligence in organizations: A conceptualization. Genetic, Social, and General Psychology Monographs, 125, 209 219.
2. Abraham, R. (2000). The role of job control as a moderator of emotional dissonance and emotional intelligence-outcome relationships. The Journal of Psychology, 134, 169 184.
3. Anderson, J. C. Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103, 411 423.
4. Barger, P. B. Grandey, A. A. (2006 Service with a smile" and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49, 1229 1238.
5. Barsky, A., Thoresen, C. J., Warren, C. R. Kaplan, S. A. (2004). Modeling negative affectivity and job stress: A contingency-based approach. Journal of Organizational Behavior, 25, 915 936.
6. Beal, D. J., Trougakos, J. P., Weiss, H. M. Green, S. G. (2006). Episodic processes in emotional labor: Perceptions of affective delivery and regulation strategies. Journal of Applied Psychology, 91, 1053 1065.
7. Bentler, P. M. Chou, C. P. (1988). Practical issues in structural modeling. In J. S. Long (Ed Common problems/proper solutions: Avoiding error in survey research (pp. 161 192). Newbury Park, CA : Sage.
8. Boland, A. Cappeliez, P. (1997). Optimism and neuroticism as predictors of coping and adaptation in older women. Personality and Individual Differences, 22, 909 919.
9. Bolger, N. Zuckerman, A. (1995). A framework for studying personality in the stress process. Journal of Personality and Social Psychology, 69, 890 902.
10. Bono, J. E. Vey, M. A. (2004). Toward understanding emotional management at work: A quantitative review of emotional labor research. In N. Ashkanasy C. Härtel (Eds Understanding emotions in organizational behavior (pp. 213 233). Mahwah, NJ : Lawrence Erlbaum.
11. Brotheridge, C. M. Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work Journal of Vocational Behavior, 60, 17 39.
12. 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.
13. Cammann, C., Fichman, M., Jenkins, D. Klesh, J. R. (1983). The Michigan Organizational Assessment Questionnaire. In S. E. Seashore (Ed Assessing organizational change: A guide to methods, measures, and practices (pp. 71 138). New York : Wiley.
14. Chen, P. Y. Spector, P. E. (1991). Negative affectivity as the underlying cause of correlations between stressors and strains. Journal of Applied Psychology, 76, 398 407.
15. Ciarrochi, J., Deane, F. P. Anderson S. (2002). Emotional intelligence moderates the relationship between stress and mental health. Personality and Individual Differences, 32, 197 209.
16. Collins, R. (1981). On the microfoundations of macrosociology. American Journal of Sociology, 86, 984 1014.
17. Côté, S. (2005). A social interaction model of the effects of emotion regulation on work strain. Academy of Management Review, 30, 509 530.
18. Coyne, J. C. (1976). Depression and the response of others. Journal of Abnormal Psychology, 85, 186 193.
19. de Rijk, A. E., LeBlanc, P. M., Schaufeli, W. B. De Jonge, J. (1998). Active coping and need for control as moderators of the job demand-control model: Effects on burnout. Journal of Occupational and Organizational Psychology, 71, 1 17.
20. Diefendorff, J. M., Croyle, M. H. Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66, 339 357.
21. Elfenbein, H. A. (2007). Emotion in organization: A review and theoretical integration. Annals of the Academy of Management, 371 457.
22. Erickson, R. J. (1994). Our society, our selves: Becoming authentic in an inauthentic world. Advanced Development Journal, 6, 27 39.
23. Erickson, R. J. Wharton, A. S. (1997). Inauthenticity and depression: Assessing the consequences of interactive service work. Work and Occupations, 24, 188 213.
24. Feldman Barrett, L. Gross, J. J. (2001). Emotional intelligence: A process model of emotion representation and regulation. In T. J. Mayne G. A. Bonanno (Eds Emotions: Current issues and future directions (pp. 286 310). New York : Guilford.
25. Fisher, C. D. (2000). Mood and emotions while working: Missing pieces of job satisfaction? Journal of Organizational Behavior, 21, 185 202.
26. Foo, M. D., Elfenbein, H. A., Tan, H. H. Aik, V. C. (2004). Emotional intelligence and negotiation: The tension between creating and claiming value. International Journal of Conflict Management, 15, 411 429.
27. Goleman, D. (1995). Emotional intelligence. New York : Bantam Books.
28. Gordon, S. L. (1990). Social structural effects on emotions. In T. D. Kemper (Ed Research agendas in the sociology of emotions (pp. 145 179). Albany, NY : State University of New York Press.
29. Goldberg, L. S. Grandey, A. A. (2007). Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12, 301 318.
30. Gosserand, R. H. Diefendorff, J. M. (2005). Emotional display rules and emotional labor: The moderating role of commitment. Journal of Applied Psychology, 90, 1256 1264.
31. Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95 110.
32. Grandey, A. 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.
33. Grandey, A. A. Cropanzano, R. (1999). The conservation of resources model applied to work-family conflict and strain. Journal of Vocational Behavior, 54, 350 370.
34. Grandey, A. A., Dickter, D. N. Sin, H. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25, 397 418.
35. 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.
36. Gross, J. J. (1999). Emotion regulation: Past, present, future. Cognition and Emotion, 13, 551 573.
37. Gunthert, K. C., Cohen, L. H. Armeli, S. (1999). The role of neuroticism in daily stress and coping. Journal of Personality and Social Psychology, 77, 1087 1100.
38. Hayduk, L. A. (1987). Structural equation modeling with LISREL. Baltimore : Johns Hopkins.
39. Hobfoll, S. E. (1988). The ecology of stress. New York : Hemisphere.
40. Hobfoll, S. E. (1989). Conservation of resources: A new way to conceptualizing stress. American Psychologist, 44, 513 524.
41. Hobfoll, S. E. (1998). Stress, culture, and community: The psychology and philosophy of stress. New York : Plenum.
42. Hobfoll, S. E. Freedy, J. (1993). Conservation of resources: A general stress theory applied to burnout. In W. Schaufeli, C. Maslach T. Marek (Eds Professional burnout: Recent developments in theory and practice (pp. 115 129). Washington, DC : Taylor & Francis.
43. Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley, CA : University of California Press.
44. House, R. J. Rizzo, J. R. (1972). Toward the measurement of organizational practices: Scale development and validation. Journal of Applied Psychology, 56, 388 396.
45. Ito, J. K. Brotheridge, C. (2004). Resources, coping strategies, and emotional exhaustion: A conservation of resources perspective. Journal of Vocational Behavior, 63, 490 509.
46. Jordan, P. J., Ashkanasy, N. M. Härtel, C. E. J. (2002). Emotional intelligence as a moderator of emotional and behavioral reactions to job insecurity. Academy of Management Review, 27, 361 372.
47. Jöreskog, K. G. Sörbom, D. (1993). LISREL 8: User's reference guide. Chicago : Scientific Software International.
48. Jöreskog, K. G. Sörbom, D. (2002). The student edition of LISREL 8.53 for windows. Lincolnwood, IL : Scientific Software International.
49. Kelloway, E. K. (1998). Using LISREL for structural equation modeling. Thousand Oaks, CA : Sage.
50. Kemper, T. D. (1990). Social relations and emotions: A structural approach. In T. D. Kemper (Ed Research agendas in the sociology of emotions (pp. 207 237). Albany, NY : State University of New York Press.
51. Kokkonen, M. Pulkkinen, L. (2001). Extraversion and neuroticism as antecedents of emotion regulation and dysregulation in adulthood. European Journal of Personality, 15, 407 424.
52. Landis, R. S., Beal, D. J. Tesluk, P. E. (2000). A comparison of approaches to forming composite measures in structural equation models. Organizational Research Methods, 3, 186 207.
53. Lazarus, R. S. (1990). Theory-based stress measurement. Psychological Inquiry, 1, 3 13.
54. Leiter, M. P. (1991). Coping patterns as predictors of burnout: The functions of control and escapist coping patterns. Journal of Organizational Behavior, 12, 123 144.
55. Liu, Y. Yang, J. (2006). Mechanisms linking climate for service and customer outcomes: The role of emotion. Journal of Foodservice Business Research, 9, 127 150.
56. Lopes, P. N., Brackett, M., Schutz, A., Sellin, I., Nezlek, J. Salovey, P. (2004). Emotional intelligence and daily social interactions. Personality and Social Psychology Bulletin, 30, 1018 1034.
57. Matthews, G., Zeidner, M. Roberts, R. D. (2002). Emotional intelligence: Science and myth. Cambridge, MA : MIT Press.
58. Mayer, J. D. Salovey, P. (1997). What is emotional intelligence? In P. Salovey D. J. Sluyter (Eds Emotional development and emotional intelligence: Educational implications (pp. 3 27). New York : Basic Books.
59. Mayer, J. D., Salovey, P. Caruso, D. R. (2000). Emotional intelligence as zeitgeist, as personality, and as a mental ability. In R. Bar On J. D. A. Parker (Eds The handbook of emotional intelligence: Theory, development, assessment, and application at home, school, and in the workplace (pp. 92 117). San Francisco : Jossey-Bass.
60. Mayer, J. D., Salovey, P. Caruso, D. R. (2002). Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT) user's manual. Toronto, Ontario, Canada : MHS Publishers.
61. Morris, J. A. Feldman, D. C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986 1010.
62. Morris, J. A. Feldman, D. C. (1997). Managing emotions in the workplace. Journal of Managerial Issues, 9, 257 274.
63. Nowotny, H. (1981). Women in public life in Austria. In C. Epstein R. Coser (Eds Access to power: Cross-national studies of women and elites (pp. 145 158). London : Allen & Unwin.
64. Penney, L. M. Spector, P. E. (2005). Job stress, incivility, and counterproductive work behavior (CWB): The moderating role of negative affectivity. Journal of Organizational Behavior, 26, 777 796.
65. Petrides, K. V. Furnham, A. (2000). On the dimensional structure of emotional intelligence. Personality and Individual Differences, 29, 313 320.
66. Pugh, D. (2001). Service with a smile: Emotional contagion in service encounters. Academy of Management Journal, 44, 1018 1027.
67. Pugh, S. D. (2002). Emotional regulation in individuals and dyads: Causes, costs, and consequences. In R. G. Lord, R. J. Klimoski R. Kanfer (Eds Emotions in the workplace (pp. 147 182). San Francisco : Jossey-Bass.
68. Quinn, R. P. Shepard, L. J. (1974). The 1972-73 Quality of Employment Survey: Descriptive statistics, with comparison data from the 1969-70 survey of working conditions. University of Michigan : Institute for Social Research Survey Research Center.
69. Russell, D. W., Kahn, J. H., Spoth, R. Altmaier, E. M. (1998). Analyzing data from experimental studies: A latent variable structural equation modeling approach. Journal of Counseling Psychology, 45, 18 29.
70. Saklofske, D. H., Austin, E. J. Minski, P. S. (2003). Factor structure and validity of a trait emotional intelligence measure. Personality and Individual Differences, 34, 707 721.
71. Salovey, P., Woolery, A. Mayer, J. D. (2001). Emotional intelligence: Conceptualization and measurement. In G. Fletcher M. Clark (Eds The Blackwell handbook of social psychology: Interpersonal processes (pp. 279 307). Malden, MA : Blackwell.
72. Schaubroeck, 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.
73. Schutte, N. S. Malouff, J. M. (1999). Measuring emotional intelligence and related constructs. Lewiston, NY : Edwin Mellen.
74. Schutte, N. S., Malouff, J. M., Hall, L. E., Haggerty, D. J., Cooper, J. T., Golden, C. J., et al 1998). Development and validation of a measure of emotional intelligence. Personality and Individual Differences, 25, 167 177.
75. Spector, P. E., Chen, P. Y. O'Connell, B. (2000). A longitudinal study of relations between job stressors and job strains while controlling for prior negative affectivity and strains. Journal of Applied Psychology, 85, 211 218.
76. Tice, D. M., Braslavsky, E. Baumeister, R. F. (2001). Emotional distress regulation takes precedence over impulse control: If you feel bad, do it! Journal of Personality and Social Psychology, 80, 53 67.
77. Totterdell, P. Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Personality and Social Psychology, 8, 55 73.
78. Totterdell, P. Parkinson, B. (1999). Use and effectiveness of self-regulation strategies for improving mood in a group of trainee teachers. Journal of Occupational Health Psychology, 4, 219 232.
79. Tsai, W. (2001). Determinants and consequences of employee displayed positive emotions. Journal of Management, 27, 497 512.
80. Tsai, W. Huang, Y. (2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology, 87, 1001 1008.
81. Watson, D. Clark, L. A. (1984). Negative affectivity: The disposition to experience aversive emotional states. Psychological Bulletin, 96, 465 490.
82. Watson, D., Clark, L. Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scale. Journal of Personality and Social Psychology, 54, 1063 1070.
83. Watson, D. Hubbard, B. (1996). Adaptational style and dispositional structure: Coping in the context of the five-factor model. Journal of Personality, 64, 737 774.
84. Weiss, H. M. (2002). Deconstructing job satisfaction: Separating evaluations, beliefs, and affective experiences. Human Resource Management Review, 12, 173 194.
85. 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.
86. Wolff, S. B., Pescosolido, A. T. Druskat, V. U. (2002). Emotional intelligence as the basis of leadership emergence in self-managing teams. Leadership Quarterly, 13, 505 522.
87. Zammuner, V. L., Lotto, L. Galli, C. (2002). Regulation of emotions in the helping professions: Nature, antecedents, and consequences. In L. Morrow, I. Verins E. Willis (Eds Mental health and work: Issues and perspectives (pp. 217 231). Adelaide, Australia : Auseinet.