메뉴 건너뛰기




Volumn 25, Issue 7, 2010, Pages 777-798

The missing link between emotional demands and exhaustion

Author keywords

Emotional intelligence; Employee behaviour; Line managers; Stress; Working practices

Indexed keywords


EID: 77957036670     PISSN: 02683946     EISSN: None     Source Type: Journal    
DOI: 10.1108/02683941011075300     Document Type: Article
Times cited : (44)

References (63)
  • 1
    • 0032065922 scopus 로고    scopus 로고
    • Emotional dissonance in organizations: Antecedents, consequences, and moderators
    • Abraham, R. (1998), "Emotional dissonance in organizations: antecedents, consequences, and moderators" in Genetic, Social, and General Psychology Monographs, Vol. 124, No. 2, pp. 229-46.
    • (1998) Genetic, Social, and General Psychology Monographs , vol.124 , Issue.2 , pp. 229-246
    • Abraham, R.1
  • 4
    • 2542573278 scopus 로고    scopus 로고
    • Using the job demands-resources model to predict burnout and performance
    • Bakker, A.B., Demerouti, E. and Verbeke, W. (2004), "Using the job demands-resources model to predict burnout and performance" in Human Resource Management, Vol. 43, pp. 83-104.
    • (2004) Human Resource Management , vol.43 , pp. 83-104
    • Bakker, A.B.1    Demerouti, E.2    Verbeke, W.3
  • 5
    • 0023020183 scopus 로고
    • The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations
    • Baron, R.M. and Kenny, D.A. (1986), "The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations" in Journal of Personality and Social Psychology, Vol. 51, pp. 1173-82.
    • (1986) Journal of Personality and Social Psychology , vol.51 , pp. 1173-1182
    • Baron, R.M.1    Kenny, D.A.2
  • 6
    • 0036167531 scopus 로고    scopus 로고
    • Emotional labor and burnout: Comparing two perspectives on 'people work'
    • Brotheridge, C.M. and Grandey, A.A. (2002), "Emotional labor and burnout: comparing two perspectives on 'people work'" in Journal of Vocational Behavior, Vol. 60, pp. 17-39.
    • (2002) Journal of Vocational Behavior , vol.60 , pp. 17-39
    • Brotheridge, C.M.1    Grandey, A.A.2
  • 7
    • 0008962220 scopus 로고    scopus 로고
    • On the dimensionality of emotional labor: Development and validation of an emotional labor scale
    • paper presented at the First Conference on Emotions in Organizational Life, San Diego, CA
    • Brotheridge, C.M. and Lee, R.T. (1998), "On the dimensionality of emotional labor: development and validation of an emotional labor scale", paper presented at the First Conference on Emotions in Organizational Life, San Diego, CA.
    • (1998)
    • Brotheridge, C.M.1    Lee, R.T.2
  • 8
    • 0347600804 scopus 로고    scopus 로고
    • The relationship between emotional intelligence and work attitudes, behavior and outcomes: An examination among senior managers
    • Carmeli, A. (2003), "The relationship between emotional intelligence and work attitudes, behavior and outcomes: an examination among senior managers" in Journal of Managerial Psychology, Vol. 18, No. 8, pp. 788-813.
    • (2003) Journal of Managerial Psychology , vol.18 , Issue.8 , pp. 788-813
    • Carmeli, A.1
  • 9
    • 59949089231 scopus 로고    scopus 로고
    • The relationship between emotional intelligence and psychological wellbeing
    • Carmeli, A., Yitzhak-Halevy, M. and Weisberg, J. (2009), "The relationship between emotional intelligence and psychological wellbeing" in Journal of Managerial Psychology, Vol. 24, No. 1, pp. 66-78.
    • (2009) Journal of Managerial Psychology , vol.24 , Issue.1 , pp. 66-78
    • Carmeli, A.1    Yitzhak-Halevy, M.2    Weisberg, J.3
  • 11
    • 0022497968 scopus 로고
    • The effect of social support and the work environment upon burnout among nurses
    • Constable, J.F. and Russell, D.W. (1986), "The effect of social support and the work environment upon burnout among nurses" in Journal of Human Stress, Vol. 12, No. 1, pp. 20-6.
    • (1986) Journal of Human Stress , vol.12 , Issue.1 , pp. 20-26
    • Constable, J.F.1    Russell, D.W.2
  • 12
    • 0033417771 scopus 로고    scopus 로고
    • Coping and the job demands-control-support model: An exploratory study
    • Daniels, K. (1999), "Coping and the job demands-control-support model: an exploratory study" in International Journal of Stress Management, Vol. 6, No. 2, pp. 125-44.
    • (1999) International Journal of Stress Management , vol.6 , Issue.2 , pp. 125-144
    • Daniels, K.1
  • 13
    • 12744269054 scopus 로고    scopus 로고
    • A daily diary study of coping in the context of the job demands-control-support model
    • Daniels, K. and Harris, C. (2005), "A daily diary study of coping in the context of the job demands-control-support model" in Journal of Vocational Behavior, Vol. 66, pp. 19-237.
    • (2005) Journal of Vocational Behavior , vol.66 , pp. 19-237
    • Daniels, K.1    Harris, C.2
  • 14
    • 1342320096 scopus 로고    scopus 로고
    • The DISC model: Demand-induced strain compensation mechanisms in job stress
    • Dollard, M.F., Winefield, A.H., Winefield, H.R. (Eds.), Taylor & Francis, Washington, DC
    • de Jonge, J. and Doemann, C. (2002), "The DISC model: demand-induced strain compensation mechanisms in job stress" Dollard, M.F., Winefield, A.H. and Winefield, H.R. (Eds.), Occupational Stress in the Service Professions, Taylor & Francis, Washington, DC.
    • (2002) Occupational Stress in the Service Professions
    • de Jonge, J.1    Doemann, C.2
  • 18
    • 84986131252 scopus 로고    scopus 로고
    • Emotional intelligence: A review and evaluation study
    • Dulewicz, V. and Higgs, M.J. (2000), "Emotional intelligence: a review and evaluation study" in Journal of Managerial Psychology, Vol. 15, No. 4, pp. 341-72.
    • (2000) Journal of Managerial Psychology , vol.15 , Issue.4 , pp. 341-372
    • Dulewicz, V.1    Higgs, M.J.2
  • 20
    • 25444490136 scopus 로고    scopus 로고
    • Emotional intelligence and negotiation: The tension between creating and claiming value
    • Foo, M.D., Elfenbein, H., Tan, H.H. and Aik, V.C. (2004), "Emotional intelligence and negotiation: the tension between creating and claiming value" in International Journal of Conflict Management, Vol. 15, pp. 411-29.
    • (2004) International Journal of Conflict Management , vol.15 , pp. 411-429
    • Foo, M.D.1    Elfenbein, H.2    Tan, H.H.3    Aik, V.C.4
  • 21
    • 10044248291 scopus 로고    scopus 로고
    • The contribution of supervisor behaviour to employee psychological wellbeing
    • Gilbreath, B. and Benson, P.G. (2004), "The contribution of supervisor behaviour to employee psychological wellbeing" in Work & Stress, Vol. 18, No. 3, pp. 255-66.
    • (2004) Work & Stress , vol.18 , Issue.3 , pp. 255-266
    • Gilbreath, B.1    Benson, P.G.2
  • 23
    • 51249165033 scopus 로고
    • A theory of role stress in boundary spanning positions of marketing organizations
    • Goolsby, J.R. (1992), "A theory of role stress in boundary spanning positions of marketing organizations" in Journal of the Academy of Marketing Science, Vol. 20, No. 2, pp. 155-64.
    • (1992) Journal of the Academy of Marketing Science , vol.20 , Issue.2 , pp. 155-164
    • Goolsby, J.R.1
  • 24
    • 0033631637 scopus 로고    scopus 로고
    • Emotion regulation in the workplace: A new way to conceptualize emotional labor
    • Grandey, A.A. (2000), "Emotion regulation in the workplace: a new way to conceptualize emotional labor" in Journal of Occupational Health Psychology, Vol. 5, pp. 95-110.
    • (2000) Journal of Occupational Health Psychology , vol.5 , pp. 95-110
    • Grandey, A.A.1
  • 25
    • 0037296863 scopus 로고    scopus 로고
    • When the 'show must go on': Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery
    • 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" in Academy of Management Journal, Vol. 46, pp. 86-96.
    • (2003) Academy of Management Journal , vol.46 , pp. 86-96
    • Grandey, A.A.1
  • 26
    • 0031603708 scopus 로고    scopus 로고
    • Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology
    • Gross, J.J. (1998a), "Antecedent- and response-focused emotion regulation: divergent consequences for experience, expression, and physiology" in Journal of Personality and Social Psychology, Vol. 74, No. 1, pp. 224-37.
    • (1998) Journal of Personality and Social Psychology , vol.74 , Issue.1 , pp. 224-237
    • Gross, J.J.1
  • 27
    • 0001376349 scopus 로고    scopus 로고
    • The emerging field of emotional regulation: An integrative review
    • Gross, J.J. (1998b), "The emerging field of emotional regulation: an integrative review" in Review of General Psychology, Vol. 2, pp. 271-99.
    • (1998) Review of General Psychology , vol.2 , pp. 271-299
    • Gross, J.J.1
  • 28
    • 0242474299 scopus 로고    scopus 로고
    • Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being
    • Gross, J.J. and John, O.P. (2003), "Individual differences in two emotion regulation processes: implications for affect, relationships, and well-being" in Journal of Personality and Social Psychology, Vol. 85, pp. 348-62.
    • (2003) Journal of Personality and Social Psychology , vol.85 , pp. 348-362
    • Gross, J.J.1    John, O.P.2
  • 29
    • 0031058307 scopus 로고    scopus 로고
    • Hiding feelings: The acute effects of inhibiting negative and positive emotions
    • Gross, J.J. and Levenson, R. (1997), "Hiding feelings: the acute effects of inhibiting negative and positive emotions" in Journal of Abnormal Psychology, Vol. 106, No. 1, pp. 95-103.
    • (1997) Journal of Abnormal Psychology , vol.106 , Issue.1 , pp. 95-103
    • Gross, J.J.1    Levenson, R.2
  • 30
    • 0004261338 scopus 로고
    • University of California Press, Berkeley, CA
    • Hochschild, A.R. (1983), The Managed Heart, University of California Press, Berkeley, CA.
    • (1983) The Managed Heart
    • Hochschild, A.R.1
  • 31
    • 0344685561 scopus 로고    scopus 로고
    • Resources, coping strategies, and emotional exhaustion: A conservation of resources perspective
    • Ito, J.K. and Brotheridge, C.M. (2003), "Resources, coping strategies, and emotional exhaustion: a conservation of resources perspective" in Journal of Vocational Behavior, Vol. 63, pp. 490-509.
    • (2003) Journal of Vocational Behavior , vol.63 , pp. 490-509
    • Ito, J.K.1    Brotheridge, C.M.2
  • 33
    • 84955518653 scopus 로고
    • Job demands, job decision latitude, and mental strain: Implications for job redesign
    • Karasek, R.A. (1979), "Job demands, job decision latitude, and mental strain: implications for job redesign" in Administrative Science Quarterly, Vol. 24, No. 2, pp. 285-308.
    • (1979) Administrative Science Quarterly , vol.24 , Issue.2 , pp. 285-308
    • Karasek, R.A.1
  • 34
    • 59849085804 scopus 로고    scopus 로고
    • Emotional labour and strain in 'front-line' service employees: Does mode of delivery matter?
    • Kinman, G. (2009), "Emotional labour and strain in 'front-line' service employees: does mode of delivery matter?" in Journal of Managerial Psychology, Vol. 24, No. 2, pp. 118-35.
    • (2009) Journal of Managerial Psychology , vol.24 , Issue.2 , pp. 118-135
    • Kinman, G.1
  • 36
    • 2942650556 scopus 로고    scopus 로고
    • Construct validity of emotional intelligence: Its potential utility of management studies
    • Law, K.S., Wong, C.S. and Song, L. (2004), "Construct validity of emotional intelligence: its potential utility of management studies" in Journal of Applied Psychology, Vol. 89, pp. 483-96.
    • (2004) Journal of Applied Psychology , vol.89 , pp. 483-496
    • Law, K.S.1    Wong, C.S.2    Song, L.3
  • 37
    • 84986637287 scopus 로고
    • The impact of interpersonal environment on burnout and organizational commitment
    • Leiter, M.P. and Maslash, C. (1988), "The impact of interpersonal environment on burnout and organizational commitment" in Journal of Organizational Behavior, Vol. 9, pp. 297-308.
    • (1988) Journal of Organizational Behavior , vol.9 , pp. 297-308
    • Leiter, M.P.1    Maslash, C.2
  • 39
    • 0002458219 scopus 로고
    • The burn-out syndrome in the day care setting
    • Maslach, C. and Pines, A. (1977), "The burn-out syndrome in the day care setting" in Child Care Quarterly, Vol. 6, pp. 100-13.
    • (1977) Child Care Quarterly , vol.6 , pp. 100-113
    • Maslach, C.1    Pines, A.2
  • 42
    • 0040155452 scopus 로고    scopus 로고
    • The dimensions, antecedents, and consequences of emotional labor
    • Morris, J.A. and Feldman, D.C. (1996), "The dimensions, antecedents, and consequences of emotional labor" in Academy of Management Review, Vol. 21, No. 4, pp. 986-1010.
    • (1996) Academy of Management Review , vol.21 , Issue.4 , pp. 986-1010
    • Morris, J.A.1    Feldman, D.C.2
  • 46
    • 85108018707 scopus 로고
    • A parsimonious estimating technique for interaction and quadratic latent variables
    • Ping, R. (1995), "A parsimonious estimating technique for interaction and quadratic latent variables" in Journal of Marketing Research, Vol. 32, pp. 336-47.
    • (1995) Journal of Marketing Research , vol.32 , pp. 336-347
    • Ping, R.1
  • 47
    • 84893350143 scopus 로고    scopus 로고
    • Latent variable interaction and quadratic effect estimation: A two-step technique using structural equation analysis
    • Ping, R. (1996), "Latent variable interaction and quadratic effect estimation: a two-step technique using structural equation analysis" in Psychological Bulletin, Vol. 119, pp. 166-75.
    • (1996) Psychological Bulletin , vol.119 , pp. 166-175
    • Ping, R.1
  • 48
    • 0141907688 scopus 로고    scopus 로고
    • Common method biases in behavioral research: A critical review of the literature and recommend remedies
    • Podsakoff, P.M., Mackenzie, S.B., Lee, J.Y. and Podsakoff, N.P. (2003), "Common method biases in behavioral research: a critical review of the literature and recommend remedies" in Journal of Applied Psychology, Vol. 88, pp. 879-903.
    • (2003) Journal of Applied Psychology , vol.88 , pp. 879-903
    • Podsakoff, P.M.1    Mackenzie, S.B.2    Lee, J.Y.3    Podsakoff, N.P.4
  • 49
    • 0023339955 scopus 로고
    • Job-related stress, social support, and burnout among classroom teachers
    • Russell, D.W., Altmaier, E. and Van Velzen, D. (1987), "Job-related stress, social support, and burnout among classroom teachers" in Journal of Applied Psychology, Vol. 72, pp. 269-74.
    • (1987) Journal of Applied Psychology , vol.72 , pp. 269-274
    • Russell, D.W.1    Altmaier, E.2    van Velzen, D.3
  • 52
    • 0002933767 scopus 로고    scopus 로고
    • The Maslach Burnout Inventory - general survey
    • Maslach, C., Jackson, S.E., Leiter, M.P. (Eds.), Consulting Psychologists Press, Palo Alto, CA, 3rd ed
    • Schaufeli, W.B., Leiter, M.P., Maslach, C. and Jackson, S.E. (1996), "The Maslach Burnout Inventory - general survey" Maslach, C., Jackson, S.E. and Leiter, M.P. (Eds.), Maslach Burnout Inventory, 3rd ed., Consulting Psychologists Press, Palo Alto, CA.
    • (1996) Maslach Burnout Inventory
    • Schaufeli, W.B.1    Leiter, M.P.2    Maslach, C.3    Jackson, S.E.4
  • 53
    • 0002037905 scopus 로고
    • Asymptotic confidence intervals for indirect effects in structural equation models
    • Leinhardt, S. (Ed.), American Sociological Association, Washington, DC
    • Sobel, M.E. (1982), "Asymptotic confidence intervals for indirect effects in structural equation models" Leinhardt, S. (Ed.), Sociological Methodology, American Sociological Association, Washington, DC.
    • (1982) Sociological Methodology
    • Sobel, M.E.1
  • 54
    • 40249094445 scopus 로고    scopus 로고
    • The relative validity of inferences about mediation as a function of research design characteristics
    • Stone-Romero, E.F. and Rosopa, R.J. (2008), "The relative validity of inferences about mediation as a function of research design characteristics" in Organizational Research Methods, Vol. 11, pp. 326-52.
    • (2008) Organizational Research Methods , vol.11 , pp. 326-352
    • Stone-Romero, E.F.1    Rosopa, R.J.2
  • 55
    • 0038476381 scopus 로고    scopus 로고
    • Emotion regulation in customer service roles: Testing a model of emotional labor
    • Totterdell, P. and Holman, D. (2003), "Emotion regulation in customer service roles: testing a model of emotional labor" in Journal of Occupational Health Psychology, Vol. 8, pp. 55-73.
    • (2003) Journal of Occupational Health Psychology , vol.8 , pp. 55-73
    • Totterdell, P.1    Holman, D.2
  • 56
    • 3142754885 scopus 로고    scopus 로고
    • Emotional intelligence: A meta-analytic investigation of predictive validity and nomological net
    • Van Rooy, D.L. and Viswesvaran, C. (2004), "Emotional intelligence: a meta-analytic investigation of predictive validity and nomological net" in Journal of Vocational Behavior, Vol. 65, No. 1, pp. 71-95.
    • (2004) Journal of Vocational Behavior , vol.65 , Issue.1 , pp. 71-95
    • van Rooy, D.L.1    Viswesvaran, C.2
  • 58
    • 0036267582 scopus 로고    scopus 로고
    • The effects of leader and follower emotional intelligence on performance and attitude: An exploratory study
    • Wong, C.S. and Law, K.S. (2002), "The effects of leader and follower emotional intelligence on performance and attitude: an exploratory study" in Leadership Quarterly, Vol. 13, pp. 243-74.
    • (2002) Leadership Quarterly , vol.13 , pp. 243-274
    • Wong, C.S.1    Law, K.S.2
  • 59
    • 25444513958 scopus 로고    scopus 로고
    • Development and validation of a forced choice emotional intelligence for Chinese respondents in Hong Kong
    • Wong, C.S., Law, K.S. and Wong, P.M. (2004), "Development and validation of a forced choice emotional intelligence for Chinese respondents in Hong Kong" in Asia Pacific Journal of Management, Vol. 21, pp. 535-59.
    • (2004) Asia Pacific Journal of Management , vol.21 , pp. 535-559
    • Wong, C.S.1    Law, K.S.2    Wong, P.M.3
  • 60
    • 33847351652 scopus 로고    scopus 로고
    • Evidence on the practical utility of Wong's emotional intelligence scale in Hong Kong and Mainland China
    • Wong, C.S., Wong, P.M. and Law, K.S. (2007a), "Evidence on the practical utility of Wong's emotional intelligence scale in Hong Kong and Mainland China" in Asia Pacific Journal of Management, Vol. 24, pp. 43-60.
    • (2007) Asia Pacific Journal of Management , vol.24 , pp. 43-60
    • Wong, C.S.1    Wong, P.M.2    Law, K.S.3
  • 61
    • 33846874587 scopus 로고    scopus 로고
    • The feasibility of training and development of EI: An exploratory study in Singapore
    • Wong, C.S., Foo, M.D., Wang, C.W. and Wong, P.M. (2007b), "The feasibility of training and development of EI: an exploratory study in Singapore" in Hong Kong and Taiwan. Intelligence, Vol. 35, No. 2, pp. 141-50.
    • (2007) Hong Kong and Taiwan. Intelligence , vol.35 , Issue.2 , pp. 141-150
    • Wong, C.S.1    Foo, M.D.2    Wang, C.W.3    Wong, P.M.4
  • 62
    • 77957069902 scopus 로고    scopus 로고
    • Emotional labor in work: Conceptual development, related constructs and psychological process
    • National Taiwan University, Taipei
    • Wu, C.Y. (2003), "Emotional labor in work: conceptual development, related constructs and psychological process", National Taiwan University, Taipei.
    • (2003)
    • Wu, C.Y.1
  • 63
    • 77957086591 scopus 로고
    • The work stress, social support and emotional exhaustion of the front-line supervisors of agricultural association
    • National Taiwan Normal University, Taipei
    • Zhao, M.Y. (1995), "The work stress, social support and emotional exhaustion of the front-line supervisors of agricultural association", National Taiwan Normal University, Taipei.
    • (1995)
    • Zhao, M.Y.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.