Performance outcomes: The relationship between managing the "heart" and managing client satisfaction

Review of Public Personnel Administration

Volumn 29, Issue 1, 2009, Pages 41-57

  Hsieh, Chih Wei ^a   Guy, Mary E ^b  

^a FLORIDA STATE UNIVERSITY   (United States)

^b UNIVERSITY OF COLORADO   (United States)

Author keywords

Emotion work; Emotional labor; Human services; Public performance; Public service delivery

Indexed keywords

EID: 61849160328     PISSN: 0734371X     EISSN: 1552759X     Source Type: Journal    
DOI: 10.1177/0734371X08326767     Document Type: Article

References (41)

1. Ashforth, B. (2000). Foreword. In N. M. Ashkanasy, C. E. J. Hätel, & W. J. Zerbe (Eds.), Emotions in the workplace: Research, theory, and practice (pp. xi - xii). Westport, CT: Quorum Books.
2. Ashforth, B., & Humphrey, R. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88-115.
3. Ashforth, B.E., & Tomiuk, M.A. (2000). Emotional labour and authenticity: Views from service agents. In S. Fineman (Ed.), Emotions in organizations (2 nd ed., pp. 184-203). Newbury Park, CA: Sage.
4. Ashkanasy, N. M., Härtel, C. E. J., & Zerbe, W. J. (Eds.). (2000). Emotions in the workplace: Research, theory, and practice. Westport, CT: Quorum Books.
5. Averill, J.R. (1980). A constructivist view of emotion. In R. Plutchik & H. Kellerman (Eds.), Emotion: Theory, research, and experience (pp. 305-339). New York: Academic Press.
6. Bandura, A. (1996). Social learning theory. Englewood Cliffs, NJ: Prentice-Hall.
7. 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.
8. Bono, J.E., & Vey, M.A. (2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. In C. E. J. Härtel, W. J. Zerbe,& N. M. Ashkanasy (Eds.), Emotions in organizational behavior (pp. 213-233). Mahwah, NJ: Lawrence Erlbaum.
9. Brotheridge, C.M., & Grandey, A.A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work." Journal of Vocational Behavior, 60, 17-39.
10. Brotheridge, C.M., & Lee, R. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76, 365-379.
11. Diefendorff, J.M., & Gosserand, R.H. (2003). Understanding the emotional labor process: A control theory perspective. Journal of Organizational Behavior, 24, 945-959.
12. Domagalski, T.A. (1999). Emotion in organizations: Main currents. Human Relations, 52, 833-852.
13. Fineman, S. (Ed.). (2000). Emotions in organizations (2 nd ed.). Newbury Park, CA: Sage.
14. Grandey, A.A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5 (1). 95-110.
15. Guy, M.E., & Newman, M.A. (2004). Women's jobs, men's jobs: Sex segregation and emotional labor. Public Administration Review, 64, 289-298.
16. Guy, M.E., Newman, M.A., & Mastracci, S.H. (2008). Emotional labor: Putting the service in public service. Armonk, NY: M.E. Sharpe.
17. Hätel, C. E. J., Zerbe, W. J., & Ashkanasy, N. M. (Eds.). (2005). Emotions in organizational behavior. Mahwah, NJ: Lawrence Erlbaum.
18. Heuven, E., Bakker, A.B., Schaufeli, W.B., & Huisman, N. (2006). The role of self-efficacy in performing emotional work. Journal of Vocational Behavior, 69, 222-235.
19. Hochschild, A.R. (1979). Emotion work, feeling rules, and social structure. American Journal of Sociology, 85, 551-575.
20. Hochschild, A.R. (1983). The managed heart: Commercialization of human feeling. Berkeley: University of California Press.
21. Kruml, S.M., & Geddes, D. (2000). Catching fire without burning out: Is there an ideal way to perform emotional labor? In N. M. Ashkanasy, C. E. J. Härtel, & W. J. Zerbe (Eds.), Emotions in the workplace: Research, theory, and practice (pp. 177-188). Westport, CT: Quorum Books.
22. Liu, Y., & Perrewé, P.L. (2005). The role of emotion in employee counterproductive work behavior: Integrating the psychoevolutionary and constructivist perspective. In C. E. J. Härtel, W. J. Zerbe, & N. M. Ashkanasy (Eds.), Emotions in organizational behavior (pp. 67-86). Mahwah, NJ: Lawrence Erlbaum.
23. Liu, Y., Perrewé, P.L., Hochwarter, W.A., & Kacmar, C.J. (2004). Dispositional antecedents and consequences of emotional labor at work. Journal of Leadership & Organizational Studies, 10 (4). 12-25.
24. Lord, R. G., Klimoski, R. J., & Kanfer, R. (Eds.). (2002). Emotions in the workplace: Understanding the structure and role of emotions in organizational behavior. San Francisco: Jossey-Bass.
25. MacDermid, S.M., Seery, B.L., & Weiss, H.M. (2002). An emotional examination of the work-family interface. 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. 402-427). San Francisco: Jossey-Bass.
26. Martin, S.E. (1999). Police force or police service? Gender and emotional labor. Annals of the American Academy of Political and Social Science, 561, 111-126.
27. Mastracci, S.H., Newman, M.A., & Guy, M.E. (2006). Appraising emotional work: Determining whether emotional labor is valued in government jobs. American Review of Public Administration, 36 (2). 123-138.
28. Meier, K.J., Mastracci, S.H., & Wilson, K. (2006). Gender and emotional labor in public organization: An empirical examination of the link to performance. Public Administration Review, 66, 899-909.
29. Montgomery, A.J., Panagopolou, E., de Wildt, M., & Meenks, E. (2006). Work-family interference, emotional labor and burnout. Journal of Managerial Psychology, 21 (1). 36-51.
30. Morris, J.A., & Feldman, D.C. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management, 21, 989-1009.
31. Opengart, R. (2005). Emotional intelligence and emotion work: Examining constructs from an interdisciplinary framework. Human Resource Development Review, 4 (1). 49-62.
32. Phillips, B., Tan, T.T.W., & Julian, C. (2006). The theoretical underpinnings of emotional dissonance: A framework and analysis of propositions. Journal of Service Marketing, 20, 471-478.
33. Pines, A., & Aronson, E. (1989). Why managers burn out. Sales and Marketing Management, 141 (2). 34-38.
34. Pugh, S.D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018-1027.
35. Rubin, R.S., Staebler Tardina, V.M., Daus, C.S., & Munz, D.C. (2005). A reconceptualization of the emotional labor construct: On the development of integrated theory of perceived emotional dissonance and emotional labor. In C. E. J. Härtel, W. J. Zerbe, & N. M. Ashkanasy (Eds.), Emotions in organizational behavior (pp. 189-211). Mahwah, NJ: Lawrence Erlbaum.
36. Stivers, C. (2000). Bureau men, settlement women: Constructing public administration in the progressive era. Lawrence: University of Kansas Press.
37. Stivers, C. (2005). A place like home: Care and action in public administration. American Review of Public Administration, 35 (1). 26-41.
38. Van Dijk, P.A., & Kirk-Brown, A. (2006). Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance. Journal of management and organization, 12 (2). 101-115.
39. Wong, C., Wong, P., & Law, K.S. (2005). The interaction effect of emotional intelligence and emotional labor on job satisfaction: A test of Holland's classification of occupations. In C. E. J. Härtel, W. J. Zerbe, & N. M. Ashkanasy (Eds.), Emotions in organizational behavior (pp. 235-250). Mahwah, NJ: Lawrence Erlbaum.
40. Zapf, D., & Holz, M. (2006). On the positive and negative effects of emotion work in organizations. European Journal of Work and Organizational Psychology, 15 (1). 1-28.
41. Zerbe, W.J. (2000). Emotional dissonance and employee well-being. In N. M. Ashkanasy, C. E. J. Härtel, & W. J. Zerbe (Eds.), Emotions in the workplace: Research, theory, and practice (pp. 189-214). Westport, CT: Quorum Books.