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Role And Consequences Of Emotional Labor In The Workplace

Author

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  • Andreea Fortuna SCHIOPU

    (Bucharest University of Economic Studies)

Abstract

The use of emotions in the workplace has begun to be increasingly studied by theorists and researchers in organizational behavior. One essential construct in the literature is the emotional labor which is perceived to be the management of feelings to express organizationally desired emotions. This article aims to review existing perspectives on emotional labor, to differentiate the concepts of emotional labor and emotional dissonance, to analyze emotion regulation strategies, and to discuss the consequences of emotional labor in the workplace. These clarifications with regard to the emotional labor and its mechanisms can help manage their associated negative outcomes (such as emotional exhaustion, lower job satisfaction, higher levels of burnout, and intentions to quit the job) and sustain their possible positive outcomes (such as feelings of accomplishment and enhanced identification with the work role).

Suggested Citation

  • Andreea Fortuna SCHIOPU, 2014. "Role And Consequences Of Emotional Labor In The Workplace," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 4, pages 675-682, July.
    • Handle: RePEc:cmj:seapas:y:2014:i:4:p:675-682
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    References listed on IDEAS

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    1. Grandey, Alicia A. & Fisk, Glenda M. & Mattila, Anna S. & Jansen, Karen J. & Sideman, Lori A., 2005. "Is "service with a smile" enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(1), pages 38-55, January.
    2. Mulki, Jay Prakash & Jaramillo, Fernando & Locander, William B., 2006. "Emotional exhaustion and organizational deviance: Can the right job and a leader's style make a difference?," Journal of Business Research, Elsevier, vol. 59(12), pages 1222-1230, November.
    3. Karatepe, Osman M. & Choubtarash, Homa, 2014. "The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 182-191.
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    Cited by:

    1. Claudia-Elena TUCLEA & Diana-Maria VRÂNCEANU & Alina FILIP, 2015. "Dimensions of Deviant Workplace Behavior in Small and Medium-Sized Enterprises," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 16(1), pages 23-38, March.

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    More about this item

    Keywords

    Emotions in the workplace; Emotional labor; Emotions regulation;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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