Consequences of work-related emotions: Analysis of a cross-section of public service workers

American Review of Public Administration

Volumn 42, Issue 1, 2012, Pages 39-53

  Hsieh, Chih Wei ^a   Jin, Myung H ^b   Guy, Mary E ^c  

^a UNIVERSITY OF NEW MEXICO   (United States)

^b VIRGINIA COMMONWEALTH UNIVERSITY   (United States)

^c UNIVERSITY OF COLORADO   (United States)

Author keywords

burnout; emotional labor; job satisfaction

Indexed keywords

EID: 84255196256     PISSN: 02750740     EISSN: 15523357     Source Type: Journal    
DOI: 10.1177/0275074010396078     Document Type: Article

References (57)

1. Anderson J. C.,Gerbing D. W.Structural equation modeling in practice: A review and recommended two-step approach.Psychological Bulletin. 1988;103:411-423.
2. Arches J.Social structure, burnout, and job satisfaction.Social Work. 1991;36:202-206.
3. Ashforth B. E.,Humphrey R. H.Emotional labor in service roles: The Influence of Identity.Academy of Management Review. 1993;18:88-115.
4. Bentler P. M.Encino, CA: Multivariate Software; 2006a:.
5. Bentler P. M.Encino, CA: Multivariate Software; 2006b:.
6. Burke R. J.,Greenglass E. R.A longitudinal study of psychological burnout in teachers.Human Relations. 1995;48:187-202.
7. Burnette J. L.,Williams L. J.Research in organizations: Foundations and methods of inquiry. Swanson R. A.Holton E. F., ed. San Francisco, CA: Berrett-Koehler; 2005:143-160.
8. Butler B.Job satisfaction: management's continuing concern.Social Work. 1990;35:112-117.
9. Connellan T.,Zemke R.Sustaining knock your socks off service. New York, NY: AMACOM; 1993:.
10. Conrad C.,Witte K.Communication yearbook: Vol. 17. Deetz S. A., ed. Newbury Park, CA: Sage; 1994:417-28.
11. Dolan S. N.The relationship between job satisfaction and burnout in nurses.Journal of Advanced Nursing. 1987;12:3-12.
12. Faragher E. B.,Cass M.,Cooper C. L.The relationship between job satisfaction and health: A meta-analysis.Occupational and Environmental Medicine. 2005;62 (2): 105-112.
13. Finney S. J.,Distefano C.Structural equation modeling: A second course. Hancock G. R.Mueller R. O., ed. Charlotte, NC: Information Age; 2006:269-314.
14. Guy M. E.,Newman M. A.Women's jobs, men's jobs: Sex segregation and emotional labor.Public Administration Review. 2004;64:289-298.
15. Guy M. E.,Newman M. A.,Mastracci S. H.Emotional labor: Putting the service in public service. Armonk, NY: M. E. Sharpe; 2008:.
16. Hair J. F.,Black W. C.,Babin B. J.,Anderson R. E.,Tatham R. L.Multivariate data analysis. Upper Saddle River, NJ: Prentice Hall; 2006:.
17. Human services as complex organizations. 2010). Human services as complex organizations (2nd ed.). Newbury Park, CA: Sage.Hasenfeld Y., ed. Newbury Park, CA: Sage; 2010:.
18. Hochschild A. R.The managed heart. Berkeley: University of California Press; 1983:.
19. Hsieh C.-W.,Guy M. E.Performance outcomes: The relationship between managing the "heart" and managing citizen satisfaction.Review of Public Personnel Administration. 2009;29 (1): 41-57.
20. Jin M.,Guy M. E.Mediating effects of emotional labor for public service workers.Public Performance and Management Review. 2009;33 (1): 83-100.
21. Kalliath T.,Morris R.Job satisfaction among nurses: A predictor of burnout levels.Journal of Nursing Administration. 2002;32:648-654.
22. Kim S.Public service motivation and organizational citizenship behavior in Korea.International Journal of Manpower. 2006;27:722-740.
23. Kim S.,Wright B. E.IT employee work exhaustion: Toward an integrated model of antecedents and consequences.Review of Public Personnel Administration. 2007;27:147-170.
24. Kirshef C.A study of job satisfaction among MSW direct services practitioners.Journal of Humanities. 1981;9:20-27.
25. Kline R. B.Principles and practice of structural equation modeling. New York, NY: Guilford Press; 2005:.
26. Koeske G. F.,Kirk S. A.,Koeske R. D.,Rauktis M. B.Measuring the Monday blues: Validation of a measure of job satisfaction.Social Work Research. 1994;18:27-35.
27. Leidner R.Fast food, fast talk: Service work and the routinization of everyday life. Berkeley: University of California Press; 1993:.
28. Locke E. A.Handbook of industrial and organizational psychology. Dunette M. D., ed. Chicago, IL: Rand Mc Nally; 1976:1297-1349.
29. Mardia K. V.Measures of multivariate skewness and kurtosis with applications.Biometrika. 1970;57:519-530.
30. Maslach C.Burnout: The cost of caring. Cambridge, MA: Malor Book, Institute for the Study of Human Knowledge; 2003:.
31. McDonald R. P.,Ho M. R.Principles and practice in reporting structural equation analyses.Psychological Methods. 2002;7 (1): 64-82.
32. Meier K. J.,Mastracci S. H.,Wilson K.Gender and emotional labor in public organization: An empirical examination of the link to performance.Public Administration Review. 2006;66:899-909.
33. MeierM. R. (2005). The invisibility of emotional labor: A case study of faculty members at small liberal arts colleges. Unpublished doctoral dissertation, University of Illinois, Springfield.
34. Morris A. J.,Feldman D. C.The dimensions, antecedents, and consequences of emotional labor.Academy of Management Review. 1996;21:986-1010.
35. Paules G. F.Dishing it out: Power and resistance among waitresses in a New Jersey restaurant. Philadelphia, PA: Temple University Press; 1991:.
36. Pines A.,Aronson E.Career burnout: Causes and cures. New York, NY: Free Press; 1988:.
37. Pinho J. C.,Macedo I. M.Examining the antecedents and consequences of online satisfaction within the public sector: The case of taxation services.Transforming Government: People, Process and Policy. 2008;2:177-193.
38. Pugliesi K.The consequences of emotional labor: Effects on work stress, job satisfaction, and well being.Motivation and Emotion. 1999;23:124-154.
39. Pugliesi K.,Shook S.Gender, jobs, and emotional labor in a complex organization.Social Perspectives on Emotion. 1997;4:283-316.
40. Rafaeli A.,Sutton R.Expression of emotion as part of the work role.Academy of Management Review. 1987;12 (1): 23-37.
41. Rose M.The working life of a waitress.Mind, Culture, and Activity. 2001;8:3-27.
42. Shuler S.,Sypher B. D.Seeking emotional labor: When managing the heart enhances the work experience.Management Communication Quarterly. 2000;14:50-89.
43. Smith P.,Kendell L.,Hulin C.Measurement of satisfaction in work and retirement. Chicago, IL: Rand Mc Nally; 1969:.
44. Stenross B.,Kleinman S.The highs and lows of emotional labor: Detectives' encounters with criminals and victims.Journal of Contemporary Ethnography. 1989;17:435-452.
45. Strickland W.Institutional emotional norms and role satisfaction: Examination of a career wife population.Sex Roles. 1992;26:423-39.
46. Tolich M. B.Alienation and liberating emotions at work.Journal of Contemporary Ethnography. 1993;22:361-381.
47. Um M.-Y.,Harrison D. F.Role stressors, burnout, mediators, and job satisfaction: A stress-strain-outcome model and an empirical test.Social Work Research. 1998;22 (2): 100-115.
48. Van Maanen J.,Kunda G.Research in organizational behavior. Cummings L.Staw B., ed. Greenwich, CT: JAI; 1989:43-103.
49. Vandenabeele W.Development of a public service motivation measurement scale: corroborating and extending Perry's measurement instrument.International Public Management Journal. 2008;11:143-167.
50. Waldron V.Communication yearbook: Vol. 17. Deetz S. A., ed. Newbury Park, CA: Sage; 1994:388-416.
51. Wharton A.The affective consequences of service work: Managing emotions on the job.Work and Occupations. 1993;20:205-232.
52. Wharton A.Working in the service society. MacDonald C.Sirianni C., ed. Philadelphia, PA: Temple University Press; 1996:.
53. Williams L. J.,Vandenberg R. J.,Edwards J. R.The Academic of Management Annals. 2009:543-604.
54. Wolpin J.,Burke R. J.,Greenglass E. R.Is job satisfaction an antecedent or a consequence of psychological burnout?.Human Relations. 1991;44:193-209.
55. Wouters C.The sociology of emotions and flight attendants: Hochschild's managed heart.Theory, Culture, and Society. 1989;6 (1): 95-123.
56. Yang K.,Pandey S. K.How do perceived political environment and administrative reform affect employee commitment?.Journal of Public Administration Research and Theory. 2009;19:335-360.
57. Zapf D.,Seifert C.,Schmutte B.,Mertini H.,Holz M.Emotion work and job stressors and their effects on burnout.Psychology and Health. 2001;16:527-545.