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Understanding Emotional Labor at the Organizational Level

In: The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service

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  • Xiaojun Lu

    (Shanghai Jiao Tong University)

Abstract

Embedding the subject of emotional labor in the organizational setting, this chapter uses Job Demands-Resources (JD-R) theory and organizational justice as frameworks for understanding the link between emotional labor and its consequences for employees, both positive and negative. Emotive display rules are explained and linked to job satisfaction as well as burnout. Discussion of organizational display rules, job characteristics, and the emotion climate within workgroups explains how individual emotive performance is related to group dynamics. Public perceptions of the organization are explained in terms of how they influence workers’ emotive responses on the job. Finally, organizational resources that lessen the emotive burden are explained and the role of organizational justice is highlighted as an important resource.

Suggested Citation

  • Xiaojun Lu, 2019. "Understanding Emotional Labor at the Organizational Level," Springer Books, in: Mary E. Guy & Sharon H. Mastracci & Seung-Bum Yang (ed.), The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service, chapter 0, pages 101-117, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-24823-9_5
    DOI: 10.1007/978-3-030-24823-9_5
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