메뉴 건너뛰기




Volumn 17, Issue 1, 2013, Pages 1-14

Free to be you and me: A climate of authenticity alleviates burnout from emotional labor

Author keywords

Authenticity; Burnout; Emotion regulation; Emotional labor; Health care; Mistreatment; Work climate

Indexed keywords

ADULT; ARTICLE; BURNOUT; COWORKER; EGO; EMOTIONAL STRESS; HUMAN; MENTAL HEALTH; PREDICTION; PRIORITY JOURNAL; WORK; WORK ENVIRONMENT; EMOTION; FEMALE; HOSPITAL; HOSPITAL PERSONNEL; HUMAN RELATION; MALE; ORGANIZATION; ORGANIZATION AND MANAGEMENT; PSYCHOLOGICAL ASPECT; QUESTIONNAIRE; SOCIAL SUPPORT;

EID: 84863747795     PISSN: 10768998     EISSN: 19391307     Source Type: Journal    
DOI: 10.1037/a0025102     Document Type: Article
Times cited : (300)

References (103)
  • 1
    • 22544458783 scopus 로고    scopus 로고
    • Resilience and vulnerability to daily stressors assessed via diary methods
    • doi:10.1111/j.0963-7214.2005.00336.x
    • Almeida, D. M. (2005). Resilience and vulnerability to daily stressors assessed via diary methods. Current Directions in Psychological Science, 14, 64-68. doi:10.1111/j.0963-7214.2005.00336.x
    • (2005) Current Directions in Psychological Science , vol.14 , pp. 64-68
    • Almeida, D.M.1
  • 2
    • 0041011178 scopus 로고
    • Emotional labor in service roles: The influence of identity
    • Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18, 88-115.
    • (1993) Academy of Management Review , vol.18 , pp. 88-115
    • Ashforth, B.E.1    Humphrey, R.H.2
  • 3
    • 34548775037 scopus 로고    scopus 로고
    • 9/11 and New York City firefighters' post hoc unit support and control climates: A context theory of the consequences of involvement in traumatic work-related events
    • doi:10.5465/AMJ.2007.26279180
    • Bacharach, S. B., & Bamberger, P. A. (2007). 9/11 and New York City firefighters' post hoc unit support and control climates: A context theory of the consequences of involvement in traumatic work-related events. Academy of Management Journal, 50, 849-868. doi:10.5465/AMJ.2007.26279180
    • (2007) Academy of Management Journal , vol.50 , pp. 849-868
    • Bacharach, S.B.1    Bamberger, P.A.2
  • 4
    • 84936824236 scopus 로고
    • Assessing construct validity in organizational research
    • doi:10.2307/2393203
    • Bagozzi, R. P., Yi, Y., & Phillips, L. W. (1991). Assessing construct validity in organizational research. Administrative Science Quarterly, 36, 421-458. doi:10.2307/2393203
    • (1991) Administrative Science Quarterly , vol.36 , pp. 421-458
    • Bagozzi, R.P.1    Yi, Y.2    Phillips, L.W.3
  • 5
    • 33845298243 scopus 로고    scopus 로고
    • Emotional dissonance, burnout, and in-role performance among nurses and police officers
    • doi:10.1037/1072- 5245.13.4.423
    • Bakker, A. B., & Heuven, E. (2006). Emotional dissonance, burnout, and in-role performance among nurses and police officers. International Journal of Stress Management, 13, 423-440. doi:10.1037/1072- 5245.13.4.423
    • (2006) International Journal of Stress Management , vol.13 , pp. 423-440
    • Bakker, A.B.1    Heuven, E.2
  • 6
    • 0034338351 scopus 로고    scopus 로고
    • Patient demands, lack of reciprocity, and burn- out: A five-year longitudinal study among general practitioners
    • doi:10.1002/(SICI)1099- 1379(200006)21:4<425::AID-JOB21>3.0.CO;2-#
    • Bakker, A. B., Schaufeli, W. B., Sixma, H. J., Bosveld, W., & Van Dierendonck, D. (2000). Patient demands, lack of reciprocity, and burn- out: A five-year longitudinal study among general practitioners. Journal of Organizational Behavior, 21, 425-441. doi:10.1002/(SICI)1099- 1379(200006)21:4<425::AID-JOB21>3.0.CO;2-#
    • (2000) Journal of Organizational Behavior , vol.21 , pp. 425-441
    • Bakker, A.B.1    Schaufeli, W.B.2    Sixma, H.J.3    Bosveld, W.4    Van Dierendonck, D.5
  • 7
    • 0023020183 scopus 로고
    • The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations
    • doi:10.1037/0022-3514.51.6.1173
    • Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182. doi:10.1037/0022-3514.51.6.1173
    • (1986) Journal of Personality and Social Psychology , vol.51 , pp. 1173-1182
    • Baron, R.M.1    Kenny, D.A.2
  • 8
    • 0034339118 scopus 로고    scopus 로고
    • The collective construction of work group moods
    • doi: 10.2307/2667070
    • Bartel, C., & Saavedra, R. (2000). The collective construction of work group moods. Administrative Science Quarterly, 45, 197-231. doi: 10.2307/2667070
    • (2000) Administrative Science Quarterly , vol.45 , pp. 197-231
    • Bartel, C.1    Saavedra, R.2
  • 9
    • 0032063793 scopus 로고    scopus 로고
    • Ego depletion: Is the active self a limited resource? Journal of Personality and Social Psychology, 74, 1252-1265
    • doi:10.1037/0022- 3514.74.5.1252
    • Baumeister, R., Bratslavsky, E., Muraven, M., & Tice, D. (1998). Ego depletion: Is the active self a limited resource? Journal of Personality and Social Psychology, 74, 1252-1265. doi:10.1037/0022- 3514.74.5.1252
    • (1998) Journal of Personality and Social Psychology , vol.74 , pp. 1252-1265
    • Baumeister, R.1    Bratslavsky, E.2    Muraven, M.3    Tice, D.4
  • 11
    • 44649197817 scopus 로고    scopus 로고
    • Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis
    • Bliese, P. D. (2002). Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis. In K. J. Klein & S. W. J. Kozlowski (Eds.), Multilevel theory, research and methods in organizations. San Francisco, CA: Jossey-Bass.
    • (2002)
    • Bliese, P.D.1
  • 12
    • 0038497917 scopus 로고    scopus 로고
    • Trolley dolly or skilled emotion manager? Moving on from Hochschild's Managed Heart
    • doi:10.1177/0950017003017002004
    • Bolton, S., & Boyd, C. (2003). Trolley dolly or skilled emotion manager? Moving on from Hochschild's Managed Heart. Work, Employment and society, 17, 289-308. doi:10.1177/0950017003017002004
    • (2003) Work, Employment and society , vol.17 , pp. 289-308
    • Bolton, S.1    Boyd, C.2
  • 13
    • 84909210389 scopus 로고    scopus 로고
    • Toward understanding emotional management at work: A quantitative review of emotional labor research
    • Bono, J., & Vey, M. (2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. In C. E. Härtel & W. J. Zerbe (Eds.), Emotions in organizational behavior. (pp. 213-233). Mahwah, NJ: Erlbaum.
    • (2005) Emotions in organizational behavior. (pp. 213-233). Mahwah , pp. 213-233
    • Bono, J.1    Vey, M.2
  • 14
    • 0036167531 scopus 로고    scopus 로고
    • Emotional labor and burnout: Comparing two perspectives of people work
    • doi:10.1006/jvbe.2001.1815
    • Brotheridge, C., & Grandey, A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work." Journal of Vocational Behavior, 60, 17-39. doi:10.1006/jvbe.2001.1815
    • (2002) Journal of Vocational Behavior , pp. 17-39
    • Brotheridge, C.1    Grandey, A.2
  • 15
    • 85047690351 scopus 로고    scopus 로고
    • Testing a conservation of resources model of the dynamics of emotional labor
    • doi:10.1037/1076-8998.7.1.57
    • Brotheridge, C., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7, 57-67. doi:10.1037/1076-8998.7.1.57
    • (2002) Journal of Occupational Health Psychology , vol.7 , pp. 57-67
    • Brotheridge, C.1    Lee, R.T.2
  • 16
    • 0000611256 scopus 로고
    • Application of hierarchical linear models to assessing change
    • doi:10.1037/0033-2909.101.1.147
    • Bryk, A. S., & Raudenbush, S. W. (1987). Application of hierarchical linear models to assessing change. Psychological Bulletin, 101, 147-158. doi:10.1037/0033-2909.101.1.147
    • (1987) Psychological Bulletin , vol.101 , pp. 147-158
    • Bryk, A.S.1    Raudenbush, S.W.2
  • 17
    • 0141828859 scopus 로고    scopus 로고
    • The social consequences of expressive suppression
    • doi:10.1037/1528-3542.3.1.48
    • Butler, E. A., Egloff, B., Wilhelm, F. H., Smith, N. C., Erickson, E. A., & Gross, J. J. (2003). The social consequences of expressive suppression. Emotion, 3, 48-67. doi:10.1037/1528-3542.3.1.48
    • (2003) Emotion , vol.3 , pp. 48-67
    • Butler, E.A.1    Egloff, B.2    Wilhelm, F.H.3    Smith, N.C.4    Erickson, E.A.5    Gross, J.J.6
  • 18
    • 0032388544 scopus 로고    scopus 로고
    • Functional relations among constructs in the same content domain at different levels of analysis: A typology of composition mod- els
    • Chan, D. (1998). Functional relations among constructs in the same content domain at different levels of analysis: A typology of composition models. Journal of Applied Psychology, 83, 234-246.
    • (1998) Journal of Applied Psychology , vol.83 , pp. 234-246
    • Chan, D.1
  • 20
    • 0022115624 scopus 로고
    • Stress, social support, and the buffering hypothesis
    • doi:10.1037/0033- 2909.98.2.310
    • Cohen, S., & Willis, T. A. (1985). Stress, social support, and the buffering hypothesis. Psychological Bulletin, 98, 310-357. doi:10.1037/0033- 2909.98.2.310
    • (1985) Psychological Bulletin , vol.98 , pp. 310-357
    • Cohen, S.1    Willis, T.A.2
  • 21
    • 22544447360 scopus 로고    scopus 로고
    • A social interaction model of the effects of emotion regulation on work strain
    • doi:10.5465/AMR.2005.17293692
    • Côté, S. (2005). A social interaction model of the effects of emotion regulation on work strain. Academy of Management Review, 30, 509-530. doi:10.5465/AMR.2005.17293692
    • (2005) Academy of Management Review , vol.30 , pp. 509-530
    • Côté, S.1
  • 23
    • 0017798865 scopus 로고
    • Nurse-physician interaction: Status and social struc- ture within two hospital wards
    • doi:10.1111/j.1365-2648.1978.tb02968.x
    • Devine, B. A. (1978). Nurse-physician interaction: Status and social struc- ture within two hospital wards. Journal of Advanced Nursing, 3, 287-295. doi:10.1111/j.1365-2648.1978.tb02968.x
    • (1978) Journal of Advanced Nursing , vol.3 , pp. 287-295
    • Devine, B.A.1
  • 24
    • 79954470237 scopus 로고    scopus 로고
    • Emotional display rules as work unit norms: A multilevel analysis of emotional labor among nurses
    • doi:10.1037/a0021725
    • Diefendorff, J., Erickson, R. J., Grandey, A., & Dahling, J. J. (2011). Emotional display rules as work unit norms: A multilevel analysis of emotional labor among nurses. Journal of Occupational Health Psychology, 16, 170-186. doi:10.1037/a0021725
    • (2011) Journal of Occupational Health Psychology , vol.16 , pp. 170-186
    • Diefendorff, J.1    Erickson, R.J.2    Grandey, A.3    Dahling, J.J.4
  • 25
    • 70249117533 scopus 로고    scopus 로고
    • Contextualizing emotional display rules: Taking a closer look at targets, discrete emotions, and behavior responses
    • doi:10.1177/0149206308321548
    • Diefendorff, J. M., & Greguras, G. J. (2009). Contextualizing emotional display rules: Taking a closer look at targets, discrete emotions, and behavior responses. Journal of Management, 35, 880-898. doi:10.1177/0149206308321548
    • (2009) Journal of Management , vol.35 , pp. 880-898
    • Diefendorff, J.M.1    Greguras, G.J.2
  • 26
    • 33846643217 scopus 로고    scopus 로고
    • Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions
    • doi:10.1348/096317905X68484
    • Diefendorff, J. M., Richard, E. M., & Croyle, M. H. (2006). Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions. Journal of Occupational and Organizational Psychology, 79, 273-298. doi:10.1348/096317905X68484
    • (2006) Journal of Occupational and Organizational Psychology , vol.79 , pp. 273-298
    • Diefendorff, J.M.1    Richard, E.M.2    Croyle, M.H.3
  • 27
    • 55749108343 scopus 로고    scopus 로고
    • Linking emotion regulation strategies to affective events and negative emotions at work
    • doi:10.1016/j.jvb.2008.09.006
    • Diefendorff, J. M., Richard, E. M., & Yang, J. (2008). Linking emotion regulation strategies to affective events and negative emotions at work. Journal of Vocational Behavior, 73, 498-508. doi:10.1016/j.jvb.2008.09.006
    • (2008) Journal of Vocational Behavior , vol.73 , pp. 498-508
    • Diefendorff, J.M.1    Richard, E.M.2    Yang, J.3
  • 28
    • 0347986685 scopus 로고    scopus 로고
    • Customer-related social stressors and burnout
    • doi: 10.1037/1076-8998.9.1.61
    • Dormann, C., & Zapf, D. (2004). Customer-related social stressors and burnout. Journal of Occupational Health Psychology, 9, 61-82. doi: 10.1037/1076-8998.9.1.61
    • (2004) Journal of Occupational Health Psychology , vol.9 , pp. 61-82
    • Dormann, C.1    Zapf, D.2
  • 29
    • 46749125025 scopus 로고    scopus 로고
    • Workplace health friendliness: A test of a cross-level model
    • doi:10.1037/1076-8998.13.3.197
    • Drach-Zahavy, A. (2008). Workplace health friendliness: A test of a cross-level model. Journal of Occupational Health Psychology, 13, 197-213. doi:10.1037/1076-8998.13.3.197
    • (2008) Journal of Occupational Health Psychology , vol.13 , pp. 197-213
    • Drach-Zahavy, A.1
  • 30
    • 77950560585 scopus 로고    scopus 로고
    • How does service workers' behavior affect their health? Service climate as a moderator in the service behavior-health relationships
    • doi:10.1037/a0018573
    • Drach-Zahavy, A. (2010). How does service workers' behavior affect their health? Service climate as a moderator in the service behavior-health relationships. Journal of Occupational Health Psychology, 15, 105-119. doi:10.1037/a0018573
    • (2010) Journal of Occupational Health Psychology , vol.15 , pp. 105-119
    • Drach-Zahavy, A.1
  • 31
    • 0033243278 scopus 로고    scopus 로고
    • Psychological Safety and Learning Behavior in Work Teams
    • doi: 10.2307/2666999
    • Edmondson, A. (1999). Psychological Safety and Learning Behavior in Work Teams. Administrative Science Quarterly, 44, 350-383. doi: 10.2307/2666999
    • (1999) Administrative Science Quarterly , vol.44 , pp. 350-383
    • Edmondson, A.1
  • 32
    • 84858792170 scopus 로고    scopus 로고
    • Managing the risk of learning: Psychological safety in work teams
    • International handbook of organizational teamwork. London, U.K.: Blackwell In M. West (Ed.),
    • Edmondson, A. (2002). Managing the risk of learning: Psychological safety in work teams. In M. West (Ed.), International handbook of organizational teamwork. London, U.K.: Blackwell.
    • (2002)
    • Edmondson, A.1
  • 33
    • 34247234116 scopus 로고    scopus 로고
    • Methods for integrating moderation and mediation: A general analytical framework using moderated path analysis
    • doi:10.1037/1082-989X.12.1.1
    • Edwards, J. R., & Lambert, L. S. (2007). Methods for integrating moderation and mediation: A general analytical framework using moderated path analysis. Psychological Methods, 12, 1-22. doi:10.1037/1082-989X.12.1.1
    • (2007) Psychological Methods , vol.12 , pp. 1-22
    • Edwards, J.R.1    Lambert, L.S.2
  • 34
    • 0027588084 scopus 로고
    • Facial expression and emotion
    • doi:10.1037/0003-066X.48.4.384
    • Ekman, P. (1993). Facial expression and emotion. American Psychologist, 48, 384-392. doi:10.1037/0003-066X.48.4.384
    • (1993) American Psychologist , vol.48 , pp. 384-392
    • Ekman, P.1
  • 35
    • 0031501348 scopus 로고    scopus 로고
    • Inauthenticity and depression: Assessing the consequences of interactive service work
    • doi:10.1177/0730888497024002004
    • Erickson, R. J., & Wharton, A. S. (1997). Inauthenticity and depression: Assessing the consequences of interactive service work. Work and Occupations, 24, 188-213. doi:10.1177/0730888497024002004
    • (1997) Work and Occupations , vol.24 , pp. 188-213
    • Erickson, R.J.1    Wharton, A.S.2
  • 36
    • 3242724154 scopus 로고    scopus 로고
    • The doctor-nurse relationship
    • doi:10.1192/apt.10.4.277
    • Fagin, L., & Garelick, A. (2004). The doctor-nurse relationship. Advances in Psychiatric Treatment, 10, 277-286. doi:10.1192/apt.10.4.277
    • (2004) Advances in Psychiatric Treatment , vol.10 , pp. 277-286
    • Fagin, L.1    Garelick, A.2
  • 37
    • 33646402651 scopus 로고    scopus 로고
    • On being positive: Concerns and counterpoints
    • doi:10.5465/AMR.2006.20208680
    • Fineman, S. (2006). On being positive: Concerns and counterpoints. Academy of Management Review, 31, 270-291. doi:10.5465/AMR.2006.20208680
    • (2006) Academy of Management Review , vol.31 , pp. 270-291
    • Fineman, S.1
  • 38
    • 0000009769 scopus 로고
    • Evaluating structural equation models with unobservable variables and measurement error
    • doi:10.2307/3151312
    • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50. doi:10.2307/3151312
    • (1981) Journal of Marketing Research , vol.18 , pp. 39-50
    • Fornell, C.1    Larcker, D.F.2
  • 39
    • 0034363985 scopus 로고    scopus 로고
    • An audit of inter-professional communication within a trauma and orthopaedic directorate
    • doi:10.1054/joon.2000.0109
    • Fox, E. (2000). An audit of inter-professional communication within a trauma and orthopaedic directorate. Journal of Orthpaedic Nursing, 4, 160-169. doi:10.1054/joon.2000.0109
    • (2000) Journal of Orthpaedic Nursing , vol.4 , pp. 160-169
    • Fox, E.1
  • 40
    • 34548857108 scopus 로고    scopus 로고
    • Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation
    • doi:10.1037/1076-8998.12.3.301
    • Goldberg, L., & Grandey, 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. doi:10.1037/1076-8998.12.3.301
    • (2007) Journal of Occupational Health Psychology , vol.12 , pp. 301-318
    • Goldberg, L.1    Grandey, A.2
  • 41
    • 0033631637 scopus 로고    scopus 로고
    • Emotion regulation in the workplace: A new way to conceptualize emotional labor
    • doi:10.1037/1076-8998.5.1.95
    • Grandey, A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95-110. doi:10.1037/1076-8998.5.1.95
    • (2000) Journal of Occupational Health Psychology , vol.5 , pp. 95-110
    • Grandey, A.1
  • 42
    • 0037296863 scopus 로고    scopus 로고
    • When the show must go on: Surface and deep acting as predictors of emotional exhaustion and service delivery
    • doi:10.2307/30040678
    • Grandey, A. (2003). When "the show must go on": Surface and deep acting as predictors of emotional exhaustion and service delivery. Academy of Management Journal, 46, 86-96. doi:10.2307/30040678
    • (2003) Academy of Management Journal , vol.46 , pp. 86-96
    • Grandey, A.1
  • 43
    • 8144222563 scopus 로고    scopus 로고
    • The customer is not always right: Customer aggression and emotion regulation of service employees
    • doi:10.1002/job.252
    • Grandey, A., Dickter, D., & Sin, H. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25, 397-418. doi:10.1002/job.252
    • (2004) Journal of Organizational Behavior , vol.25 , pp. 397-418
    • Grandey, A.1    Dickter, D.2    Sin, H.3
  • 44
    • 26444460235 scopus 로고    scopus 로고
    • Must service with a smile be stressful? The moderating role of personal control for American and French employees
    • doi:10.1037/0021-9010.90.5.893
    • Grandey, A., Fisk, G. M., & Steiner, D. D. (2005). Must "service with a smile" be stressful? The moderating role of personal control for American and French employees. Journal of Applied Psychology, 90, 893-904. doi:10.1037/0021-9010.90.5.893
    • (2005) Journal of Applied Psychology , vol.90 , pp. 893-904
    • Grandey, A.1    Fisk, G.M.2    Steiner, D.D.3
  • 45
    • 33846570017 scopus 로고    scopus 로고
    • Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor
    • doi:10.1037/1076-8998.12.1.63
    • Grandey, A., Kern, J., & Frone, M. (2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12, 63-79. doi:10.1037/1076-8998.12.1.63
    • (2007) Journal of Occupational Health Psychology , vol.12 , pp. 63-79
    • Grandey, A.1    Kern, J.2    Frone, M.3
  • 46
    • 0036243397 scopus 로고    scopus 로고
    • Affective states and traits of young workers: A diary study
    • doi:10.1023/A:1015142124306
    • Grandey, A., Tam, A., & Brauburger, A. (2002). Affective states and traits of young workers: A diary study. Motivation and Emotion, 26, 31-55. doi:10.1023/A:1015142124306
    • (2002) Motivation and Emotion , vol.26 , pp. 31-55
    • Grandey, A.1    Tam, A.2    Brauburger, A.3
  • 47
    • 0001376349 scopus 로고    scopus 로고
    • The emerging field of emotion regulation: An integrative review
    • doi:10.1037/1089-2680.2.3.271
    • Gross, J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2, 271-299. doi:10.1037/1089-2680.2.3.271
    • (1998) Review of General Psychology , vol.2 , pp. 271-299
    • Gross, J.1
  • 48
    • 0001166351 scopus 로고    scopus 로고
    • Emotion and emotion regulation
    • In L. A. Pervin & O. P. John (Eds.),New York, NY: The Guilford Press.
    • Gross, J. (1999). Emotion and emotion regulation. In L. A. Pervin & O. P. John (Eds.), Handbook of personality: Theory and research. New York, NY: The Guilford Press.
    • (1999) Handbook of personality: Theory and research. New York
    • Gross, J.1
  • 49
    • 33846317076 scopus 로고    scopus 로고
    • Emotional exhaustion and job performance: The mediating role of motivation
    • doi:10.1037/0021-9010.92.1.93
    • Halbesleben, J. R. B., & Bowler, W. M. (2007). Emotional exhaustion and job performance: The mediating role of motivation. Journal of Applied Psychology, 92, 93-106. doi:10.1037/0021-9010.92.1.93
    • (2007) Journal of Applied Psychology , vol.92 , pp. 93-106
    • Halbesleben, J.R.B.1    Bowler, W.M.2
  • 50
    • 0035383239 scopus 로고    scopus 로고
    • Emotional labor and nursing: An under-appreciated aspect of caring work
    • doi:10.1046/j.1440-1800.2001.00097.x
    • Henderson, A. (2001). Emotional labor and nursing: An under-appreciated aspect of caring work. Nursing Inquiry, 8, 130-138. doi:10.1046/j.1440-1800.2001.00097.x
    • (2001) Nursing Inquiry , vol.8 , pp. 130-138
    • Henderson, A.1
  • 51
    • 33750615852 scopus 로고    scopus 로고
    • The role of self-efficacy in performing emotion work
    • doi:10.1016/j.jvb.2006.03.002
    • Heuven, E., Bakker, A., B., Schaufeli, W. B., & Huisman, N. (2006). The role of self-efficacy in performing emotion work. Journal of Vocational Behavior, 69, 222. doi:10.1016/j.jvb.2006.03.002
    • (2006) Journal of Vocational Behavior , vol.69 , pp. 222
    • Heuven, E.1    Bakker, A.B.2    Schaufeli, W.B.3    Huisman, N.4
  • 52
    • 0024632747 scopus 로고
    • Conservation of resources: A new attempt at conceptualizing stress
    • doi:10.1037/0003-066X.44.3.513
    • Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44, 513-524. doi:10.1037/0003-066X.44.3.513
    • (1989) American Psychologist , vol.44 , pp. 513-524
    • Hobfoll, S.E.1
  • 53
    • 0344784950 scopus 로고    scopus 로고
    • Social and psychological resources and adaptation
    • doi:10.1037/1089-2680.6.4.307
    • Hobfoll, S. E. (2002). Social and psychological resources and adaptation. Review of General Psychology, 6, 307-324. doi:10.1037/1089-2680.6.4.307
    • (2002) Review of General Psychology , vol.6 , pp. 307-324
    • Hobfoll, S.E.1
  • 54
    • 0002721635 scopus 로고
    • Conservation of resources: A general stress theory applied to burnout
    • In W. B. Schaufeli, C. Maslach, & T. Marek (Eds.),Washington, DC: Taylor & Francis
    • Hobfoll, S. E., & Freedy, J. (1993). Conservation of resources: A general stress theory applied to burnout. In W. B. Schaufeli, C. Maslach, & T. Marek (Eds.), Professional burnout: Recent developments in theory and research (pp. 115-129). Washington, DC: Taylor & Francis.
    • (1993) Professional burnout: Recent developments in theory and research (pp. 115-129). Washington , pp. 115-129
    • Hobfoll, S.E.1    Freedy, J.2
  • 55
    • 84970199688 scopus 로고
    • Conservation of social resources: Social support resource theory
    • doi:10.1177/0265407590074004
    • Hobfoll, S. E., Freedy, J., Lane, C., & Geller, P. (1990). Conservation of social resources: Social support resource theory. Journal of Social and Personal Relationships, 7, 465-478. doi:10.1177/0265407590074004
    • (1990) Journal of Social and Personal Relationships , vol.7 , pp. 465-478
    • Hobfoll, S.E.1    Freedy, J.2    Lane, C.3    Geller, P.4
  • 56
    • 84887686822 scopus 로고
    • The managed heart: Commercialization of human feeling
    • Berkeley, CA: University of California Press
    • Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. Berkeley, CA: University of California Press.
    • (1983)
    • Hochschild, A.R.1
  • 57
    • 0031521252 scopus 로고    scopus 로고
    • An overview of the logic and rationale of hierarchical linear models
    • doi:10.1177/014920639702300602
    • Hofmann, D. A. (1997). An overview of the logic and rationale of hierarchical linear models. Journal of Management, 23, 723-744. doi:10.1177/014920639702300602
    • (1997) Journal of Management , vol.23 , pp. 723-744
    • Hofmann, D.A.1
  • 58
    • 77952159561 scopus 로고    scopus 로고
    • Psychophysiological effects of emotional dissonance in a face-to-face service interaction
    • doi:10.1080/10615800903254091
    • Hopp, H., Rohrmann, S., Zapf, D., & Hodapp, V. (2010). Psychophysiological effects of emotional dissonance in a face-to-face service interaction. Anxiety, Stress and Coping, 23, 399-414. doi:10.1080/10615800903254091
    • (2010) Anxiety, Stress and Coping , vol.23 , pp. 399-414
    • Hopp, H.1    Rohrmann, S.2    Zapf, D.3    Hodapp, V.4
  • 59
    • 78549233327 scopus 로고    scopus 로고
    • Emotional labor, strain, and performance: Testing reciprocal relationships in a longitudinal panel study
    • doi:10.1037/a0021003
    • Hülsheger, U. R., Langa, J. W. B., & Maier, G. W. (2010). Emotional labor, strain, and performance: Testing reciprocal relationships in a longitudinal panel study. Journal of Occupational Health Psychology, 15, 505-521. doi:10.1037/a0021003
    • (2010) Journal of Occupational Health Psychology , vol.15 , pp. 505-521
    • Hülsheger, U.R.1    Langa, J.W.B.2    Maier, G.W.3
  • 60
    • 0000949746 scopus 로고
    • Aggregation bias in estimates of perceptual agree-ment
    • doi:10.1037/0021-9010.67.2.219
    • James, L. R. (1982). Aggregation bias in estimates of perceptual agreement. Journal of Applied Psychology, 67, 219-229. doi:10.1037/0021-9010.67.2.219
    • (1982) Journal of Applied Psychology , vol.67 , pp. 219-229
    • James, L.R.1
  • 61
    • 33646423850 scopus 로고    scopus 로고
    • The essential impact of context on organizational behavior
    • doi: 10.5465/AMR.2006.20208687
    • Johns, G. G. (2006). The essential impact of context on organizational behavior. The Academy of Management Review, 31, 386-408. doi: 10.5465/AMR.2006.20208687
    • (2006) The Academy of Management Review , vol.31 , pp. 386-408
    • Johns, G.G.1
  • 62
    • 35649012414 scopus 로고    scopus 로고
    • Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12, 319-333
    • doi:10.1037/1076-8998.12.4.319
    • Johnson, H. A. M., & Spector, P. E. (2007). Service with a smile: Do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12, 319-333. doi:10.1037/1076-8998.12.4.319
    • (2007) Journal of Occupational Health Psychology , vol.12 , pp. 1076-8998
    • Johnson, H.A.M.1    Spector, P.E.2
  • 63
    • 0035197369 scopus 로고    scopus 로고
    • Mood and emotions in small groups and work teams
    • doi:10.1006/obhd.2001.2974
    • Kelly, J. R., & Barsade, S. G. (2001). Mood and emotions in small groups and work teams. Organizational Behavior & Human Decision Processes, 86, 99-130. doi:10.1006/obhd.2001.2974
    • (2001) Organizational Behavior Human Decision Processes , vol.86 , pp. 99-130
    • Kelly, J.R.1    Barsade, S.G.2
  • 64
    • 0001639661 scopus 로고    scopus 로고
    • Data analysis in social psychology
    • In D. T. Gilbert & S. T. Fiske (Eds.), New York, NY: McGraw-Hill
    • Kenny, D. A., Kashy, D. A., & Bolger, N. (1998). Data analysis in social psychology. In D. T. Gilbert & S. T. Fiske (Eds.), The handbook of social psychology (4th ed., Vol. 1, pp. 233-265). New York, NY: McGraw-Hill.
    • (1998) The handbook of social psychology , vol.1 , pp. 233-265
    • Kenny, D.A.1    Kashy, D.A.2    Bolger, N.3
  • 65
    • 0002939005 scopus 로고    scopus 로고
    • A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes
    • Kozlowski, S. W. J., & Klein, K. J. (2000). A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes. In K. J. Klein & S. W. J. Kozlowski (Eds.), Multilevel theory, research, and methods in organizations (pp. 3-90). San Francisco, CA: Jossey-Bass.
    • (2000) Multilevel theory , pp. 3-90
    • Kozlowski, S.W.J.1    Klein, K.J.2
  • 66
    • 33846293268 scopus 로고    scopus 로고
    • Take care The evaluation of a team-based burnout intervention program for oncology care providers
    • doi:10.1037/0021-9010.92.1.213
    • Le Blanc, P. M., Hox, J. J., Schaufeli, W. B., & Taris, T. W. (2007). Take care The evaluation of a team-based burnout intervention program for oncology care providers. Journal of Applied Psychology, 92, 213-227. doi:10.1037/0021-9010.92.1.213
    • (2007) Journal of Applied Psychology , vol.92 , pp. 213-227
    • Le Blanc, P.M.1    Hox, J.J.2    Schaufeli, W.B.3    Taris, T.W.4
  • 67
    • 77956768206 scopus 로고    scopus 로고
    • Tenderness and steadiness: Relating job and interpersonal demands and resources with burnout and physical symptoms of stress in Canadian physicians
    • doi:10.1111/j.1559-1816.2010.00658.x
    • Lee, R. T., Lovell, B. L., & Brotheridge, C. M. (2010). Tenderness and steadiness: Relating job and interpersonal demands and resources with burnout and physical symptoms of stress in Canadian physicians. Journal of Applied Social Psychology, 40, 2319-2342. doi:10.1111/j.1559-1816.2010.00658.x
    • (2010) Journal of Applied Social Psychology , vol.40 , pp. 2319-2342
    • Lee, R.T.1    Lovell, B.L.2    Brotheridge, C.M.3
  • 68
    • 84986637287 scopus 로고
    • The impact of interpersonal environment on burnout and organizational commitment
    • doi:10.1002/job.4030090402
    • Leiter, M. P., & Maslach, C. (1988). The impact of interpersonal environment on burnout and organizational commitment. Journal of Organizational Behavior, 9, 297-308. doi:10.1002/job.4030090402
    • (1988) Journal of Organizational Behavior , vol.9 , pp. 297-308
    • Leiter, M.P.1    Maslach, C.2
  • 69
    • 33645527813 scopus 로고    scopus 로고
    • Suppression or expression: An exploration of emotion management in a special care baby unit
    • Work, Employment and Society. doi:10.1177/0950017005055673
    • Lewis, P. (2005). Suppression or expression: An exploration of emotion management in a special care baby unit. Work, Employment and Society, 19, 565-581. doi:10.1177/0950017005055673
    • (2005) , vol.19 , pp. 565-581
    • Lewis, P.1
  • 70
    • 85035930668 scopus 로고    scopus 로고
    • A comparison of methods to test mediation and other intervening variable effects
    • doi: 10.1037/1082-989X.7.1.83
    • MacKinnon, D. P., Lockwood, C. M., Hoffman, J. M., West, S. G., & Sheets, V. (2002). A comparison of methods to test mediation and other intervening variable effects. Psychological Methods, 7, 83-104. doi: 10.1037/1082-989X.7.1.83
    • (2002) Psychological Methods , vol.7 , pp. 83-104
    • MacKinnon, D.P.1    Lockwood, C.M.2    Hoffman, J.M.3    West, S.G.4    Sheets, V.5
  • 71
    • 23944483194 scopus 로고    scopus 로고
    • A health care model of emotional labour: An evaluation of the literature and development of a model
    • doi:10.1108/14777260510615369
    • Mann, S. (2005). A health care model of emotional labour: An evaluation of the literature and development of a model. Journal of Health Organization and Management, 19, 304-317. doi:10.1108/14777260510615369
    • (2005) Journal of Health Organization and Management , vol.19 , pp. 304-317
    • Mann, S.1
  • 72
  • 73
    • 0032220642 scopus 로고    scopus 로고
    • An alternative to bureaucratic impersonality and emotional labor: Bounded emotionality at the body shop
    • doi: 10.2307/2393858
    • Martin, J., Knopoff, K., & Beckman, C. (1998). An alternative to bureaucratic impersonality and emotional labor: Bounded emotionality at the body shop. Administrative Science Quarterly, 43, 429-469. doi: 10.2307/2393858
    • (1998) Administrative Science Quarterly , vol.43 , pp. 429-469
    • Martin, J.1    Knopoff, K.2    Beckman, C.3
  • 74
    • 84993915130 scopus 로고
    • The client role in staff burn-out
    • doi:10.1111/j.1540-4560.1978.tb00778.x
    • Maslach, C. (1978). The client role in staff burnout. Journal of Social Issues, 34, 111-124. doi:10.1111/j.1540-4560.1978.tb00778.x
    • (1978) Journal of Social Issues , vol.34 , pp. 111-124
    • Maslach, C.1
  • 76
    • 44649193376 scopus 로고    scopus 로고
    • Mapping expressive differences around the world: The relationship between emotional display rules and individualism versus collectivism
    • doi:10.1177/0022022107311854
    • Matsumoto, D., Yoo, S. H., & Fontaine, J. (2008). Mapping expressive differences around the world: The relationship between emotional display rules and individualism versus collectivism. Journal of CrossCultural Psychology, 39, 55-74. doi:10.1177/0022022107311854
    • (2008) Journal of CrossCultural Psychology , vol.39 , pp. 55-74
    • Matsumoto, D.1    Yoo, S.H.2    Fontaine, J.3
  • 78
    • 30544441642 scopus 로고    scopus 로고
    • When moderated is mediated and mediation is moderated
    • doi:10.1037/0022-3514.89.6.852
    • Muller, D., Judd, C. M., & Yzerbyt, V. Y. (2005). When moderated is mediated and mediation is moderated. Journal of Personality and Social Psychology, 89, 852-863. doi:10.1037/0022-3514.89.6.852
    • (2005) Journal of Personality and Social Psychology , vol.89 , pp. 852-863
    • Muller, D.1    Judd, C.M.2    Yzerbyt, V.Y.3
  • 79
    • 0034154647 scopus 로고    scopus 로고
    • Self-regulation and depletion of limited resources: Does self-control resemble a muscle? Psychological Bulletin, 126, 247-259
    • doi:10.1037/0033-2909.126.2.247
    • Muraven, M., & Baumeister, R. (2000). Self-regulation and depletion of limited resources: Does self-control resemble a muscle? Psychological Bulletin, 126, 247-259. doi:10.1037/0033-2909.126.2.247
    • (2000) Psychological Bulletin , vol.126 , pp. 247-259
    • Muraven, M.1    Baumeister, R.2
  • 81
    • 0037865864 scopus 로고    scopus 로고
    • Mechanisms of self-control failure: Motivation and limited resources
    • doi:10.1177/0146167203029007008
    • Muraven, M., & Slessareva, E. (2007). Mechanisms of self-control failure: Motivation and limited resources. Personality and Social Psychology Bulletin, 29, 894-906. doi:10.1177/0146167203029007008
    • (2007) Personality and Social Psychology Bulletin , vol.29 , pp. 894-906
    • Muraven, M.1    Slessareva, E.2
  • 82
    • 0036795683 scopus 로고    scopus 로고
    • Emergent leaders as managers of group emotion
    • doi:10.1016/S1048-9843(02)00145-5
    • Pescosolido, A. T. (2002). Emergent leaders as managers of group emotion. Leadership Quarterly, 13, 583-599. doi:10.1016/S1048-9843(02)00145-5
    • (2002) Leadership Quarterly , vol.13 , pp. 583-599
    • Pescosolido, A.T.1
  • 83
    • 69949169142 scopus 로고    scopus 로고
    • To disclose or not to disclose? Status distance and self-disclosure in diverse environments
    • doi:10.5465/AMR.2009 .44886051
    • Phillips, K. W., Rothbard, N. P., & Dumas, T. L. (2009). To disclose or not to disclose? Status distance and self-disclosure in diverse environments. Academy of Management Review, 34, 710-732. doi:10.5465/AMR.2009 .44886051
    • (2009) Academy of Management Review , vol.34 , pp. 710-732
    • Phillips, K.W.1    Rothbard, N.P.2    Dumas, T.L.3
  • 84
    • 0141907688 scopus 로고    scopus 로고
    • Common method biases in behavioral research: A critical review of the literature and recommended remedies
    • doi:10.1037/0021-9010.88.5.879
    • Podsakoff, P. M., MacKenzie, S. B., Lee, J.-Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879-903. doi:10.1037/0021-9010.88.5.879
    • (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
  • 85
    • 0024744652 scopus 로고
    • Effects of daily workload on subsequent behavior during martial interaction: The roles of social withdrawal and spouse support
    • doi:10.1037/0022-3514.57.4.651
    • Repetti, R. (1989). Effects of daily workload on subsequent behavior during martial interaction: The roles of social withdrawal and spouse support. Journal of Personality and Social Psychology, 57, 651-659. doi:10.1037/0022-3514.57.4.651
    • (1989) Journal of Personality and Social Psychology , vol.57 , pp. 651-659
    • Repetti, R.1
  • 86
    • 0033177551 scopus 로고    scopus 로고
    • Composure at any cost? The cognitive consequences of emotion suppression
    • doi:10.1177/01461672992511010
    • Richards, J. M., & Gross, J. J. (1999). Composure at any cost? The cognitive consequences of emotion suppression. Personality and Social Psychology Bulletin, 25, 1033-1044. doi:10.1177/01461672992511010
    • (1999) Personality and Social Psychology Bulletin , vol.25 , pp. 1033-1044
    • Richards, J.M.1    Gross, J.J.2
  • 87
    • 33746395552 scopus 로고    scopus 로고
    • When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions
    • doi:10.1037/0021-9010.91.4.971
    • Rupp, D. E., & Spencer, S. (2006). When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions. Journal of Applied Psychology, 91, 971-978. doi:10.1037/0021-9010.91.4.971
    • (2006) Journal of Applied Psychology , vol.91 , pp. 971-978
    • Rupp, D.E.1    Spencer, S.2
  • 88
    • 48249153186 scopus 로고
    • Intraclass correlations: Uses in assessing rater reliability
    • doi: 10.1037/0033-2909.86.2.420
    • Shrout, P. E., & Fleiss, J. L. (1979). Intraclass correlations: Uses in assessing rater reliability. Psychological Bulletin, 86, 420-428. doi: 10.1037/0033-2909.86.2.420
    • (1979) Psychological Bulletin , vol.86 , pp. 420-428
    • Shrout, P.E.1    Fleiss, J.L.2
  • 89
    • 77957355166 scopus 로고    scopus 로고
    • Dual processing and organizational justice: The role of rational versus experiential processing in third-party reactions to workplace mistreatment, Journal of Applied Psychology, 95, 944-952
    • doi:10.1037/a0020468
    • Skarlicki, D. P., & Rupp, D. E. (2010). Dual processing and organizational justice: The role of rational versus experiential processing in third-party reactions to workplace mistreatment, Journal of Applied Psychology, 95, 944-952. doi:10.1037/a0020468
    • (2010) Journal of Applied Psychology , vol.95 , pp. 944-952
    • Skarlicki, D.P.1    Rupp, D.E.2
  • 90
    • 78549270775 scopus 로고    scopus 로고
    • How rude Emotional labor as a mediator between customer incivility and employee outcomes
    • doi:10.1037/a0020723
    • Sliter, M., Jex, S., Wolford, K., & McInnerney, J. (2010). How rude Emotional labor as a mediator between customer incivility and employee outcomes. Journal of Occupational Health Psychology, 15, 468-481. doi:10.1037/a0020723
    • (2010) Journal of Occupational Health Psychology , vol.15 , pp. 468-481
    • Sliter, M.1    Jex, S.2    Wolford, K.3    McInnerney, J.4
  • 91
    • 0032177778 scopus 로고    scopus 로고
    • Development of four self-report measures of job stressors and strain: Interpersonal conflict at work scale, organizational constraints scale, quantitative workload inventory, and physical symptoms inventory
    • doi:10.1037/1076-8998.3.4.356
    • Spector, P. E., & Jex, S. M. (1998). Development of four self-report measures of job stressors and strain: Interpersonal conflict at work scale, organizational constraints scale, quantitative workload inventory, and physical symptoms inventory. Journal of Occupational Health Psychology, 3, 356-367. doi:10.1037/1076-8998.3.4.356
    • (1998) Journal of Occupational Health Psychology , vol.3 , pp. 356-367
    • Spector, P.E.1    Jex, S.M.2
  • 92
    • 63149178606 scopus 로고    scopus 로고
    • Angry, guilty and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms
    • doi:10.1037/a0013804
    • Spencer, S., & Rupp, D. (2009). Angry, guilty and conflicted: Injustice toward coworkers heightens emotional labor through cognitive and emotional mechanisms. Journal of Applied Psychology, 94, 429-444. doi:10.1037/a0013804
    • (2009) Journal of Applied Psychology , vol.94 , pp. 429-444
    • Spencer, S.1    Rupp, D.2
  • 93
    • 84965631330 scopus 로고
    • An introduction to bootstrap methods
    • doi:10.1177/0049124189018002003
    • Stine, R. (1989). An introduction to bootstrap methods. Sociological Methods & Research, 18, 243-291. doi:10.1177/0049124189018002003
    • (1989) Sociological Methods & Research , vol.18 , pp. 243-291
    • Stine, R.1
  • 94
    • 42149142923 scopus 로고    scopus 로고
    • Making the break count: An episodic examination of recovery activities, emotional experiences, and positive affective displays
    • doi:10.5465/AMJ.2008.30764063
    • Trougakos, J. P., Beal, D. J., Green, S. G., & Weiss, H. M. (2008). Making the break count: An episodic examination of recovery activities, emotional experiences, and positive affective displays. Academy of Management Journal, 51, 131-146. doi:10.5465/AMJ.2008.30764063
    • (2008) Academy of Management Journal , vol.51 , pp. 131-146
    • Trougakos, J.P.1    Beal, D.J.2    Green, S.G.3    Weiss, H.M.4
  • 95
    • 21144457677 scopus 로고    scopus 로고
    • It's not only clients: Studying emotion work with clients and co-workers with an event-sampling approach
    • doi:10.1348/096317905X39666
    • Tschan, F., Rochat, S., & Zapf, D. (2005). It's not only clients: Studying emotion work with clients and co-workers with an event-sampling approach. Journal of Occupational and Organizational Psychology, 78, 1-27. doi:10.1348/096317905X39666
    • (2005) Journal of Occupational and Organizational Psychology , vol.78 , pp. 1-27
    • Tschan, F.1    Rochat, S.2    Zapf, D.3
  • 96
    • 77957665602 scopus 로고    scopus 로고
    • The role of job demands and emotional exhaustion in the relationship between customer and employee incivility
    • doi:10.1177/0149206310368998
    • van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility. Journal of Management, 36, 1486-1504. doi:10.1177/0149206310368998
    • (2010) Journal of Management , vol.36 , pp. 1486-1504
    • van Jaarsveld, D.D.1    Walker, D.D.2    Skarlicki, D.P.3
  • 97
    • 17044411261 scopus 로고    scopus 로고
    • Self-regulation and self-presentation: Regulatory resource depletion impairs impression management and effortful self-presentation depletes regulatory resources
    • doi:10.1037/0022-3514.88.4.632
    • Vohs, K. D., Baumeister, R. F., & Ciarocco, N. J. (2005). Self-regulation and self-presentation: Regulatory resource depletion impairs impression management and effortful self-presentation depletes regulatory resources. Journal of Personality and Social Psychology, 88, 632-657. doi:10.1037/0022-3514.88.4.632
    • (2005) Journal of Personality and Social Psychology , vol.88 , pp. 632-657
    • Vohs, K.D.1    Baumeister, R.F.2    Ciarocco, N.J.3
  • 98
    • 33845670878 scopus 로고
    • The affective consequences of service work: Managing emotions on the job
    • doi:10.1177/0730888493020002004
    • Wharton, A. S. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20, 205-232. doi:10.1177/0730888493020002004
    • (1993) Work and Occupations , vol.20 , pp. 205-232
    • Wharton, A.S.1
  • 99
    • 26444544475 scopus 로고    scopus 로고
    • Display rule regulators: The relationship between supervisors and worker emotional exhaustion
    • doi:10.1037/0021-9010.90.5.917
    • Wilk, S. L., & Moynihan, L. M. (2005). Display rule "regulators": The relationship between supervisors and worker emotional exhaustion. Journal of Applied Psychology, 90, 917-927. doi:10.1037/0021-9010.90.5.917
    • (2005) Journal of Applied Psychology , vol.90 , pp. 917-927
    • Wilk, S.L.1    Moynihan, L.M.2
  • 100
    • 0032085165 scopus 로고    scopus 로고
    • Emotional exhaustion as a predictor of job performance and voluntary turnover
    • doi:10.1037/0021-9010.83.3.486
    • Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83, 486-493. doi:10.1037/0021-9010.83.3.486
    • (1998) Journal of Applied Psychology , vol.83 , pp. 486-493
    • Wright, T.A.1    Cropanzano, R.2
  • 101
    • 0035741132 scopus 로고    scopus 로고
    • Emotion work and job stressors and their effects on burnout
    • doi:10.1080/08870440108405525
    • Zapf, D., Seifert, C., Schmutte, B., Mertini, H., & Holz, M. (2001). Emotion work and job stressors and their effects on burnout. Psychology & Health, 16, 527-545. doi:10.1080/08870440108405525
    • (2001) Psychology & Health , vol.16 , pp. 527-545
    • Zapf, D.1    Seifert, C.2    Schmutte, B.3    Mertini, H.4    Holz, M.5
  • 102
    • 0031081948 scopus 로고    scopus 로고
    • Predicting burnout with a hassle-based measure of role demands
    • doi: 10.1002/(SICI)1099-1379(199703)18:2<101::AID-JOB788>3.0 .CO;2-Y
    • Zohar, D. (1997). Predicting burnout with a hassle-based measure of role demands. Journal of Organizational Behavior, 18, 101-115. doi: 10.1002/(SICI)1099-1379(199703)18:2<101::AID-JOB788>3.0 .CO;2-Y
    • (1997) Journal of Organizational Behavior , vol.18 , pp. 101-115
    • Zohar, D.1
  • 103
    • 24944535417 scopus 로고    scopus 로고
    • A multilevel model of safety climate: Cross-level relationships between organization and group-level climates
    • doi:10.1037/0021-9010.90.4.616
    • Zohar, D., & Luria, G. (2005). A multilevel model of safety climate: Cross-level relationships between organization and group-level climates. Journal of Applied Psychology, 90, 616-628. doi:10.1037/0021-9010.90.4.616
    • (2005) Journal of Applied Psychology , vol.90 , pp. 616-628
    • Zohar, D.1    Luria, G.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.