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The link between emotional labor and organizational culture in Korean bureaucracy: how taxing is tax work? How enforcing is law enforcement?

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  • SungWook Choi
  • Mary E. Guy

Abstract

This study probes the relationship between emotional labor and organizational culture by contrasting two classic forms of government work: tax collection and law enforcement. First, an analysis examines the differential effects of self-focused versus other-focused emotional labor in both types of work. Then, hierarchical regression analysis is used to examine the moderating effects of organizational culture. Findings reveal a different relationship between the forms and outcomes by level in the hierarchy: self-focused emotional labor is positively related to pride in job while other-focused is positively related to emotional exhaustion, except for those in lower ranks with shorter tenures. A deeper probe reveals that work demands and cultural orientation are significant moderators. Tax officials experience more exhaustion and police officers experience more pride. Compared to role-oriented culture, which is the embodiment of bureaucracy, support-, power-, and achievement-oriented cultures affect emotional labor constructs.

Suggested Citation

  • SungWook Choi & Mary E. Guy, 2020. "The link between emotional labor and organizational culture in Korean bureaucracy: how taxing is tax work? How enforcing is law enforcement?," International Review of Public Administration, Taylor & Francis Journals, vol. 25(2), pages 129-144, July.
    • Handle: RePEc:taf:rrpaxx:v:25:y:2020:i:2:p:129-144
    DOI: 10.1080/12294659.2020.1776810
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