Advanced Search
MyIDEAS: Login

Servir les clients avec le sourire : un cadre motivationnel pour mieux prédire les stratégies de régulation émotionnelle

Contents:

Author Info

  • Marie-Claude Lépine
  • Michel Cossette

    ()

Registered author(s):

    Abstract

    Emotional labour, a requirement imposed on employees to express or suppress their emotions in their job, is an important occupational demand in customer service jobs. Emotion regulation strategies has important impacts on individuals (job attitudes, intention to quit and psychological health), but also on their organization (personnel turnover, service performance, customers’ loyalty, etc.). Although motivation was proposed as an emotional labour predictor, measurement issues of this concept must be resolved. Consequently, the present study proposes and tests among employees working in interaction with customers (n = 223) a scale measuring motivation to regulate emotions at work. Confirmatory Factor Analyses supported globally the presence of the different types of motivation postulated by the Self-determination Theory (Deci & Ryan, 1985). Moreover, deep acting strategy was linked with the controlled motivation and to autonomous motivation, whereas surface acting was linked solely with controlled motivation. Le travail émotionnel, soit le fait pour les employés d’avoir à afficher ou à supprimer certaines émotions dans le cadre de leur travail, constitue une demande occupationnelle importante dans les emplois de service à la clientèle. Les stratégies de régulation émotionnelle ont des effets importants non seulement pour l’individu (attitudes au travail, intention de quitter son emploi et santé psychologique), mais aussi pour son organisation (roulement du personnel, performance de service, fidélisation de la clientèle, etc.). Bien que la motivation ait été proposée comme prédicteur du travail émotionnel, des enjeux de mesure de ce concept doivent être surmontés. Conséquemment, la présente étude propose et teste auprès d’employés travaillant avec des clients (n = 223) une échelle mesurant la motivation à réguler les émotions au travail. Des analyses factorielles confirmatoires soutiennent globalement la présence des types de motivation postulés par la théorie de l’autodétermination (Deci & Ryan, 1985). De plus, la régulation émotionnelle de profondeur est liée à la motivation dite « contrôlante » et à la motivation « autonome », alors que la régulation de surface est seulement associée à la motivation « contrôlante ».

    Download Info

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
    File URL: http://www.cirano.qc.ca/pdf/publication/2010s-39.pdf
    Download Restriction: no

    Bibliographic Info

    Paper provided by CIRANO in its series CIRANO Working Papers with number 2010s-39.

    as in new window
    Length:
    Date of creation: 01 Sep 2010
    Date of revision:
    Handle: RePEc:cir:cirwor:2010s-39

    Contact details of provider:
    Postal: 2020 rue University, 25e étage, Montréal, Quéc, H3A 2A5
    Phone: (514) 985-4000
    Fax: (514) 985-4039
    Email:
    Web page: http://www.cirano.qc.ca/
    More information through EDIRC

    Related research

    Keywords: Emotional Labour; Motivation; Emotion regulation ; Travail émotionnel; Motivation; Régulation émotionnelle;

    This paper has been announced in the following NEP Reports:

    References

    No references listed on IDEAS
    You can help add them by filling out this form.

    Citations

    Lists

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    Statistics

    Access and download statistics

    Corrections

    When requesting a correction, please mention this item's handle: RePEc:cir:cirwor:2010s-39. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Webmaster).

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.