Emotional labour and burnout: Some methodological considerations and refinements

Canadian Journal of Behavioural Science

Volumn 47, Issue 4, 2015, Pages 321-332

  Andela, Marie ^a   Truchot, Didier ^a   Borteyrou, Xavier ^a  

^a UNIVERSITÉ DE FRANCHE COMTÉ   (France)

Author keywords

Burnout; Emotion regulation; Emotional labour; Scale

Indexed keywords

BURNOUT; EMOTIONALITY; EMPLOYEE; EXPLORATORY RESEARCH; FACTORIAL ANALYSIS; HUMAN; HUMAN EXPERIMENT; SOCIAL WORKER;

EID: 84964703052     PISSN: 0008400X     EISSN: 18792669     Source Type: Journal    
DOI: 10.1037/cbs0000024     Document Type: Article

References (59)

1. Abraham, R. (1999). The impact of emotional dissonance on organizational commitment and intention to turnover. The Journal of Psychology, 133, 441-455. http://dx.doi.org/10.1080/00223989909599754
2. 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. http://dx.doi.org/10.1037/1072-5245.13.4.423
3. Blau, G., Fertig, J., Tatum, D. S., Connaughton, S., and Park., D. S., & Marshall, C. (2010). Further scale refinement for emotional labor: Exploring distinctions between types of surface versus deep acting using a difficult client referent. The Career Development International, 15, 188-216. http://dx.doi.org/10.1108/13620431011040969
4. Bono, J. E., & Vey, M. (2005). Toward understanding emotional management at work: A quantitative review of emotional labor research. In N. Härtel, C. Zerbe, & W. Ashkanasy (Eds.), Emotions in organizational behavior (pp. 213-233). Mahwah, NJ, US: Erlbaum Publishers.
5. Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work." Journal of Vocational Behavior, 60, 17-39. http://dx.doi.org/10.1006/jvbe.2001.1815
6. Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7, 57-67. http://dx.doi.org/10.1037/1076-8998.7.1.57
7. Butler, E. A., Egloff, B., Wilhelm, F. H., and Smith., N. C., Erickson, E. A., & Gross, J. J. (2003). The social consequences of expressive suppression. Emotion, 3, 48-67. http://dx.doi.org/10.1037/1528-3542.3.1.48
8. Cheung, F.Y.-L., & Tang, C.S.-K. (2007). The influence of emotional dissonance and resources at work on job burnout among Chinese human service employees. International Journal of Stress Management, 14, 72-87. http://dx.doi.org/10.1037/1072-5245.14.1.72
9. Cheung, F., and Tang., C. S., & Tang, S. (2011). Psychological capital as a moderator between emotional labor, burnout, and job satisfaction among school teachers in China. International Journal of Stress Management, 18, 348-371. http://dx.doi.org/10.1037/a0025787
10. Christophe, V., Antoine, P., Leroy, T., & Delelis, G. (2009). Évaluation De Deux Stratégies De Régulation Émotionnelle: La Suppression Expressive Et La Réévaluation Cognitive. Revue Européenne de Psychologie Appliquée. European Review of Applied Psychology, 59, 59-67. http://dx.doi.org/10.1016/j.erap.2008.07.001
11. Clark, M. S., and Pataki., S. P., & Carver, V. H. (1996). Some thoughts and findings on self-presentation of emotions in relationships. In G. J. O. Fletcher & J. Fitness (Eds.), Knowledge structures in close relationships: A social psychological approach (pp. 247-274). Mahwah, NJ, US: Erlbaum.
12. Cossette, M. (2014). Emotional labor through the lense of SDT. In M. Gagne (Ed.), The Oxford handbook of work engagement, motivation, and self-determination theory (pp. 259-275). New York, NY, US: Oxford University Press.
13. Cossette, M., & Hess, U. (2012). Emotion regulation strategies among customer service employees: A motivational approach. In N. M. Ashkanasy, C. E. Härtel, & W. J. Zerbe (Eds.), Research on emotion in organizations (pp. 329-352). Bingley, UK: Emerald Group Publishing. http://dx.doi.org/10.1108/S1746-9791(2012)0000008017
14. Côté, S., & Morgan, L. M. (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23, 947-962. http://dx.doi.org/10.1002/job.174
15. Diefendorff, J. M., and Croyle., M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66, 339-357. http://dx.doi.org/10.1016/j.jvb.2004.02.001
16. Diefendorff, J. M., & Gosserand, R. H. (2003). Understanding the emotional labor process: A control theory perspective, 959, 945-959.
17. Diefendorff, J. M., and 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. http://dx.doi.org/10.1016/j.jvb.2008.09.006
18. Diestel, S., & Schmidt, K.-H. (2011). The moderating role of cognitive control deficits in the link from emotional dissonance to burnout symptoms and absenteeism. Journal of Occupational Health Psychology, 16, 313-330. http://dx.doi.org/10.1037/a0022934
19. 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. http://dx.doi.org/10.1037/a0018573
20. Fabrigar, L. R., and Wegener., D. T., MacCallum, R. C., & Strahan, E. J. (1999). Evaluating the use of exploratory factor analysis in psychological research. Psychological Methods, 4, 272-299. http://dx.doi.org/10.1037/1082-989X.4.3.272
21. Glomb, T. M., & Tews, M. J. (2004). Emotional labor: A conceptualization and scale development. Journal of Vocational Behavior, 64, 1-23. http://dx.doi.org/10.1016/S0001-8791(03)00038-1
22. Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor, 5, 95-110. http://dx.doi.org/10.1037//1076-8998.S.1.9S
23. 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. Academy of Management Journal, 46, 86-96. http://dx.doi.org/10.2307/30040678
24. Grandey, A. A., and Diefendorff., J. M., & Rupp, D. E. (2013). Emotional labor in the 21st Century. Diverse perspectives on emotion regulation at work. New York, NY, US: Routledge.
25. Grandey, A., and Foo., S. C., Groth, M., & Goodwin, R. E. (2012). Free to be you and me: A climate of authenticity alleviates burnout from emotional labor. Journal of Occupational Health Psychology, 17, 1-14. http://dx.doi.org/10.1037/a0025102
26. Gross, J. J. (1998). The emerging field of emotion regulation: An integrative review. Review of General Psychology, 2, 271-299. http://dx.doi.org/10.1037/1089-2680.2.3.271
27. Gross, J. J. (2007). Handbook of emotion regulation (1st ed.). New York, NY, US: Guilford Press.
28. Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling (2nd ed.). Berkeley, CA, US: University of California Press.
29. Holman, D., Martinez-iñigo, D., & Totterdell, P. (2008). Emotional labour and employee well-being: An integrative review. In N. Ashkanasy & C. L. Cooper (Eds.), Research companion to emotion in organizations (pp. 301-315). Northampton, MA, US: Edward Elgar Publishing. http://dx.doi.org/10.4337/9781848443778.00029
30. Hülsheger, U. R., Lang, 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. http://dx.doi.org/10.1037/a0021003
31. Hülsheger, U. R., & Schewe, A. F. (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. http://dx.doi.org/10.1037/a0022876
32. 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. http://dx.doi.org/10.1037/1076-8998.12.4.319
33. Kim, H. J. (2008). Hotel service providers' emotional labor: The antecedents and effects on burnout. International Journal of Hospitality Management, 27, 151-161. http://dx.doi.org/10.1016/j.ijhm.2007.07.019
34. Le Blanc, P. M., Hox, J. J., and Schaufeli., W. B., Taris, T. W., & Peeters, M. C. W. (2007). Take care! The evaluation of a team-based burnout intervention program for oncology care providers. Journal of Applied Psychology, 92, 213-227. http://dx.doi.org/10.1037/0021-9010.92.1.213
35. Lee, J., & Ok, C. (2012). Reducing burnout and enhancing job satisfaction: Critical role of hotel employees' emotional intelligence and emotional labor. International Journal of Hospitality Management, 31, 1101-1112. http://dx.doi.org/10.1016/j.ijhm.2012.01.007
36. Martínez-Iñigo, D., Totterdell, P., Alcover, C. M., & Holman, D. (2007). Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms. Work and Stress, 21, 30-47. http://dx.doi.org/10.1080/02678370701234274
37. Mauss, I. B., and Cook., C. L., Cheng, J. Y. J., & Gross, J. J. (2007). Individual differences in cognitive reappraisal: Experiential and physiological responses to an anger provocation. International Journal of Psychophysiology, 66, 116-124. http://dx.doi.org/10.1016/j.ijpsycho.2007.03.017
38. McCance, A. S., and Nye., C. D., Wang, L., Jones, K. S., & Chiu, C.-y. (2013). Alleviating the burden of emotional labor: The role of social sharing. Journal of Management, 39, 392-415. http://dx.doi.org/10.1177/0149206310383909
39. Mikolajczak, M., Tran, V., Brotheridge, C. M., & Gross, J. J. (2009). Using an emotion regulation framework to predict the outcomes of emotional labor. In C. E. Härtel, N. M. Ashkanasy, & W. J. Zerbe (Eds.), Research on emotion in organizations: Emotions in groups, organizations and cultures (Vol. 5, pp. 245-273). Bingley, UK: Emerald Group Publishing. http://dx.doi.org/10.1108/S1746-9791(2009)0000005013
40. Näring, G., Briët, M., & Brouwers, A. (2006). Beyond demand-control: Emotional labour and symptoms of burnout in teachers. Work and Stress, 20, 303-315. http://dx.doi.org/10.1080/02678370601065182
41. Näring, G., Vlerick, P., & Van de Ven, B. (2012). Emotion work and emotional exhaustion in teachers: The job and individual perspective. Educational Studies, 38, 37-41.
42. Ochsner, K. N., and Ray., R. D., Cooper, J. C., Robertson, E. R., Chopra, S., Gabrieli, J. D. E., & Gross, J. J. (2004). For better or for worse: Neural systems supporting the cognitive down- and up-regulation of negative emotion. NeuroImage, 23, 483-499. http://dx.doi.org/10.1016/j.neuroimage.2004.06.030
43. Osborne, J. W., & Fitzpatrick, D. C. (2012). Replication analysis in exploratory factor analysis: Why it is and why it makes your analysis better. Practical Assessment, Research & Evaluation, 14, 1-8.
44. Philipp, A., & Schüpbach, H. (2010). Longitudinal effects of emotional labour on emotional exhaustion and dedication of teachers. Journal of Occupational Health Psychology, 15, 494-504. http://dx.doi.org/10.1037/a0021046
45. Pisaniello, S. L., and Winefield., H. R., & Delfabbro, P. H. (2012). The influence of emotional labour and emotional work on the occupational health and wellbeing of South Australian hospital nurses. Journal of Vocational Behavior, 80, 579-591. http://dx.doi.org/10.1016/j.jvb.2012.01.015
46. Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. The Academy of Management Review, 12, 23-37.
47. Rubin, R. S., Staebler Tardino, V. M., Daus, C. S., & Munz, D. C. (2005). A Reconceptualization of the emotional labor construct: On the development of an integrated theory of perceived emotional dissonance and emotional labor. In C. E. J. Härtel, W. J. Zerbe, & N. Ashkanasy (Eds.), Emotions in organizational behavior (pp. 189-212). Mahwah, NJ, US: Erlbaum Publishers.
48. Schaufeli, W. B., and Leiter., M. P., Maslach, C., & Jackson, S. E. (1996). The MBI-general survey. In C. Maslach, S. E. Jackson, & M. Leiter (Eds.), Maslach burnout inventory (3rd ed., pp. 19-26). Palo Alto, CA, US: Consulting Psychologists Press.
49. Tabachnick, B. G., & Fidell, L. (2001). Using multivariate statistics. Boston, MA, US: Allyn & Bacon.
50. Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 8, 55-73. http://dx.doi.org/10.1037/1076-8998.8.1.55
51. Van Dijk, P. A., & Kirk, A. (2006). Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance. Journal of Management & Organization, 12, 101-115. http://dx.doi.org/10.5172/jmo.2006.12.2.101
52. Wegge, J., Van Dick, R., & von Bernstorff, C. (2010). Emotional dissonance in call centre work. Journal of Managerial Psychology, 25, 596-619. http://dx.doi.org/10.1108/02683941011056950
53. Wenzlaff, R. M., & Wegner, D. M. (2000). Thought suppression. Annual Review of Psychology, 51, 59-91. http://dx.doi.org/10.1146/annurev.psych.51.1.59
54. Whiting, A., Donthu, N., & Baker, A. M. (2011). Investigating the immediate and long-term effects of job stressors on frontline service employees. International Journal of Research in Marketing, 28, 319-331. http://dx.doi.org/10.1016/j.ijresmar.2011.05.006
55. Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83, 486-493. http://dx.doi.org/10.1037/0021-9010.83.3.486
56. Yagil, D., Luria, G., & Gal, I. (2008). Stressors and resources in customer service roles: Exploring the relationship between core
57. self-evaluations and burnout. International Journal of Service Industry Management, 19, 575-595. http://dx.doi.org/10.1108/09564230810903479
58. Zapf, D., & Holz, M. (2006). On the positive and negative effects of emotion work in organizations. European Journal of Work and Organizational Psychology, 15, 1-28. http://dx.doi.org/10.1080/13594320500412199
59. Zapf, D., Vogt, C., Seifert, C., Mertini, H., & Isic, A. (1999). Emotion Work as a source of stress: The concept and development of an instrument. European Journal of Work and Organizational Psychology, 8, 371-400. http://dx.doi.org/10.1080/135943299398230