Interpersonal Process of Emotional Labor: The Role of Negative and Positive Customer Treatment

Personnel Psychology

Volumn 69, Issue 3, 2016, Pages 525-557

  Zhan, Yujie ^a   Wang, Mo ^b   Shi, Junqi ^c  

^a WILFRID LAURIER UNIVERSITY   (Canada)

^b UNIVERSITY OF FLORIDA   (United States)

^c SUN YAT SEN UNIVERSITY   (China)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84949670890     PISSN: 00315826     EISSN: 17446570     Source Type: Journal    
DOI: 10.1111/peps.12114     Document Type: Article

References (64)

1. Adams GA, Webster JR. (2012). Emotional regulation as a mediator between interpersonal mistreatment and distress. European Journal of Work and Organizational Psychology, 21, 1–14. doi: 10.1080/1359432X.2012.698057
2. Baranik LE, Wang M, Gong Y, Shi J. (in press). Customer mistreatment, employee health and job performance: Examining cognitive rumination and social sharing as mediating mechanisms. Journal of Management. doi: 10.1177/0149206314550995
3. Barger PB, Grandey AA. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49, 1229–1238. doi: 10.5465/amj.2006.23478695
4. Beal DJ, Trougakos JP, Weiss HM, Green SG. (2006). Episodic processes in emotional labor: Perceptions of affective delivery and regulation strategies. Journal of Applied Psychology, 91, 1053–1065. doi: 10.1037/0021-9010.91.5.1053
5. Beal DJ, Weiss HM, Barros E, MacDermid SM. (2005). An episodic process model of affective influences on performance. Journal of Applied Psychology, 90, 1054–1068. doi: 10.1037/0021-9010.90.6.1054
6. Bono JE, Glomb TM, Shen W, Kim E, Koch AJ. (2013). Building positive resources: Effects of positive events and positive reflection on work stress and health. Academy of Management Journal, 56, 1601–1627. doi: 10.5465/amj.2011.0272
7. Brotheridge CM, Lee RT. (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
8. Brotheridge CM, Lee RT. (2003). Development and validation of the emotional labour scale. Journal of Occupational and Organizational Psychology, 76, 365–379. doi: 10.1348/096317903769647229
9. Colquitt JA. (2001). On the dimensionality of organizational justice: A construct validation of a measure. Journal of Applied Psychology, 86, 386–400.
10. 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
11. Côté S, Morgan LM. (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23, 947–962. doi: 10.1002/job.174
12. Diefendorff JM, Croyle MH, Gosserand RH. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66, 339–357. doi:10.1016/j.jvb.2004.02.001
13. Diefendorff JM, Erickson RJ, Grandey AA, Dahling JJ. (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
14. 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
15. Goldberg LS, Grandey AA. (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
16. Grandey AA. (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
17. Grandey AA. (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. doi: 10.2307/30040678
18. Grandey AA, Dickter DN, 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
19. Grandey AA, Fisk GM, Mattila AS, Jansen KJ, Sideman LA. (2005). Is “service with a smile” enough? Authenticity of positive displays during service encounters. Organizational Behavior and Human Decision Process, 96, 38–55. doi: 10.1016/j.obhdp.2004.08.002
20. Gross JJ, John OP. (2003). Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being. Journal of Personality and Social Psychology, 85, 348–362. doi: 10.1037/0022-3514.85.2.348
21. Groth M, Grandey AA. (2012). From bad to worse: Negative exchange spirals in employee-customer service interactions. Organizational Psychology Review, 2, 208–233. doi: 10.1177/2041386612441735
22. Groth M, Hennig-Thurau T, Walsh G. (2009). Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy. Academy of Management Journal, 52, 958–974. doi: 10.5465/AMJ.2009.44634116
23. Hart PM, Wearing AJ, Headey B. (1994). Perceived quality of life, personality and work experiences: Construct validation of the police daily hassles and uplifts scales. Criminal Justice and Behavior, 21, 283–311. doi: 10.1177/0093854894021003001
24. Hatfield E, Cacioppo JT, Rapson RL. (1993). Primitive emotional contagion. In MS Clark. (Ed.). Review of Personality and Social Psychology. (Vol. 14): Emotions and Social Behavior. Newbury Park, CA: Sage.
25. Hochschild AR. (1983). The managed heart: Commercialization of human feeling. Berkeley, CA: University of California Press.
26. Hülsheger UR, Schewe AF. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16, 361–389. doi: 10.1037/a0022876
27. Judge TA, Woolf EF, Hurst C. (2009). Is emotional labor more difficult for some than for others? A multilevel, experience-sampling study. Personnel Psychology, 62, 57–88. doi: 10.1111/j.1744-6570.2008.01129.x
28. Kammeyer-Mueller JD, Rubenstein AL, Long DM, Odio MA, Buckman BR, Zhang Y, Halvorsen-Ganepola MDK. (2013). A meta-analytic structural model of dispositional affectivity and emotional labor. Personnel Psychology, 66, 47–90. doi: 10.1111/peps.12009
29. Kanfer R, Ackerman PL. (1989). Motivation and cognitive abilities: An integrative/aptitude-treatment interaction approach to skill acquisition. Journal of Applied Psychology, 74, 657–690. doi: 10.1037/0021-9010.74.4.657
30. Kim HJ. (2008). Hotel service providers’ emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27, 151–161. doi: 10.1016/j.ijhm.2007.07.019
31. Kim E, Yoon DJ. (2012). Why does service with a smile make employees happy? A social interaction model. Journal of Applied Psychology, 97, 1059–1067. doi: 10.1037/a0029327
32. Koopmann J, Wang M, Liu Y, Song Y. (2015). Customer mistreatment: A review of conceptualizations and a multilevel theoretical model. Research in Occupational Stress and Well Being, 13, 33–79. doi: 10.1108/S1479-355520150000013002
33. Lazarus RS. (1991). Cognition and motivation in emotion. American Psychologist, 46, 352–367. doi: 10.1037/0003-066X.46.4.352
34. Lazarus RS. (1993). Coping theory and research: Past, present, and future. Psychosomatic Medicine, 55, 234–247. doi: 10.1097/00006842-199305000-00002
35. Lilius JM. (2012). Recovery at work: Understanding the restorative side of “depleting” client interactions. Academy of Management Review, 37, 569–588. doi: 10.5465/amr.2010.0458
36. Martínez-Iñigo D, Totterdell P, Alcover CM, Holman D. (2007). Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms. Work & Stress: An International Journal of Work, Health & Organisations, 21, 30–47. doi: 10.1080/02678370701234274
37. Morris JA, Feldman DC. (1996). The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review, 21, 986–1010. doi: 10.5465/AMR.1996.9704071861
38. Muraven M, Baumeister RF. (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
39. Oishi S, Diener E, Choi DW, Kim-Prieto C, Choi I. (2007). The dynamics of daily events and well-being across cultures: When less is more. Journal of Personality and Social Psychology, 93, 685–698. doi: 10.1037/0022-3514.93.4.685
40. Preacher KJ, Zyphur MJ, Zhang Z. (2010). A general multilevel SEM framework for assessing multilevel mediation. Psychological Methods, 15, 209–233. doi: 10.1037/a0020141
41. Pugh SD. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018–1027. doi: 10.2307/3069445
42. Rafaeli A, Sutton RI. (1987). Expression of emotion as part of the work role. Academy of Management Review, 12, 23–27. doi: 10.5465/AMR.1987.4306444
43. Rafaeli A, Erez A, Ravid S, Derfler-Rozin R, Treister DE, Scheyer R. (2012). When customers exhibit verbal aggression, employees pay cognitive costs. Journal of Applied Psychology, 97, 931–950. doi: 10.1037/a0028559
44. Rothbard NP, Wilk SL. (2011). Waking up on the right or wrong side of the bed: Start-of-workday mood, work events, employee affect, and performance. Academy of Management Journal, 54, 959–980. doi: 10.5465/amj.2007.0056
45. Rupp D, McCance AS, Spencer S, Sonntag K. (2008). Customer. (in)justice and emotional labor: The role of perspective taking, anger, and emotional regulation. Journal of Management, 34, 903–924. doi: 10.1177/0149206307309261
46. Schneider B, Bowen DE. (1995). Winning the service game. Boston, MA: Harvard Business School Press.
47. Scott BA, Barnes CM, Wagner DT. (2012). Chameleonic or consistent? A multilevel investigation of emotional labor variability and self-monitoring. Academy of Management Journal, 55, 905–926. doi: 10.5465/amj.2010.1050
48. Selig JP, Preacher KJ. (2008). Monte Carlo method for assessing mediation: An interactive tool for creating confidence intervals for indirect effects [Computer software]. Retrieved from http://quantpsy.org/.
49. Skarlicki DP, vanJaarsveld DD, Shao R, Song Y, Wang M. (in press). Extending the multifoci perspective: The role of supervisor justice and moral identity in the relationship between customer justice and customer-directed sabotage. Journal of Applied Psychology. doi: 10.1037/apl0000034
50. Skarlicki DP, vanJaarsveld DD, Walker DD. (2008). Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. Journal of Applied Psychology, 93, 1335–1347. doi: 10.1037/a0012704
51. 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
52. Smith CA, Kirby LD. (2001). Toward delivering on the promise of appraisal theory. In KR Scherer, A Schorr, T. Johnstone (Eds.). Appraisal processes in emotion: Theory, methods, research (pp. 121–138). New York, NY: Oxford University Press.
53. Snijders TAB, Bosker RJ. (1999). Multilevel analysis: An introduction to basic and advanced multilevel modeling. London, UK: Sage.
54. Tan HH, Foo MD, Kwek MH. (2004). The effects of customer personality tratis on the display of positive emotions. Academy of Management Journal, 47, 287–296. doi: 10.2307/20159579
55. Taylor SE. (1991). Asymmetrical effects of positive and negative events: The mobilization-minimization hypothesis. Psychological Bulletin, 110, 67–85. doi: 10.1037/0033-2909.110.1.67
56. VanJaarsveld DD, Walker DD, Skarlicki DP. (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
57. VanKleef GA. (2009). How emotions regulate social life: The emotions as social information. (EASI) model. Current Directions in Psychological Science, 18, 184–188. doi: 10.1111/j.1467-8721.2009.01633.x
58. Wang M, Liao H, Zhan Y, Shi J. (2011). Daily customer mistreatment and employee sabotage against customers: Examining emotion and resource perspectives. Academy of Management Journal, 54, 312–334. doi: 10.5465/AMJ.2011.60263093
59. Wang M, Liu S, Liao H, Gong Y, Kammeyer-Mueller JD, Shi J. (2013). Can't get it out of my mind: Employee rumination after customer mistreatment and negative mood in the next morning. Journal of Applied Psychology, 98, 989–1004. doi: 10.1037/a0033656
60. Watson D, Clark LA, Tellegen A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology, 54, 1063–1070. doi: 10.1037/0022-3514.54.6.1063
61. Wharton AS. (1993). The affective consequences of service work: Managing emotions on the job. Work and Occupations, 20, 205–232. doi: 10.1177/0730888493020002004
62. Yagil D. (2008). When the customer is wrong: A review of research on aggression and sexual harassment in service encounters. Aggression and Violent Behavior, 13, 141–152. doi:10.1016/j.avb.2008.03.002
63. Zellars KL, Perrewé PL. (2001). Affective personality and the content of emotional social support: Coping in organizations. Journal of Applied Psychology, 86, 459–467. doi: 10.1037/0021-9010.86.3.459
64. Zhan Y, Wang M, Shi J. (2013). Lagged influences of customer mistreatment on employee mood: Moderating roles of maladaptive emotion regulation strategies. Research on Emotion in Organizations, 9, 203–224. doi: 10.1108/S1746-9791(2013)0000009014