Different Fits Satisfy Different Needs Greguras, Gary J; Diefendorff, James M
Journal of applied psychology,
03/2009, Letnik:
94, Številka:
2
Journal Article
Recenzirano
Odprti dostop
Integrating and expanding upon the person-environment fit (PE fit) and the self-determination theory literatures, the authors hypothesized and tested a model in which the satisfaction of the ...psychological needs for autonomy, relatedness, and competence partially mediated the relations between different types of perceived PE fit (i.e., person-organization fit, person-group fit, and job demands-abilities fit) with employee affective organizational commitment and overall job performance. Data from 163 full-time working employees and their supervisors were collected across 3 time periods. Results indicate that different types of PE fit predicted different types of psychological need satisfaction and that psychological need satisfaction predicted affective commitment and performance. Further, person-organization fit and demands-abilities fit also evidenced direct effects on employee affective commitment. These results begin to explicate the processes through which different types of PE fit relate to employee attitudes and behaviors.
The bright side of emotional labor Humphrey, Ronald H.; Ashforth, Blake E.; Diefendorff, James M.
Journal of organizational behavior,
August 2015, Letnik:
36, Številka:
6
Journal Article
Recenzirano
Emotional labor (expressing emotions as part of one’s job duties, as in “service with a smile”) can be beneficial for employees, organizations, and customers. Meta-analytical summaries reveal that ...deep acting (summoning up the appropriate feelings one wants to display) generally has positive outcomes. Unlike surface acting (faking emotions), deep acting does not harm employee well-being, and deep acting is positively related with job satisfaction, organizational commitment, job performance, and customer satisfaction. Emerging research also suggests that a third form of emotional labor, natural and genuine emotional labor, is a frequently used emotional labor strategy that has positive effects for both employees and customers. We examine how identity processes shape how employees experience emotional labor, and we maintain that when employees identify with their roles, emotional labor augments and affirms their identity. Person-job fit is an important moderator that influences whether emotional labor enhances or hinders employee well-being. Emotional labor may also have positive outcomes when organizations grant more autonomy and adopt positive display rules that call for the expression of positive emotions. Recent research also indicates that emotional labor strategies may improve leadership effectiveness. Research opportunities on the bright side of emotional labor are abundant.
Emotional labor has been described as a dynamic self-regulatory process that unfolds over the course of customer interactions, with employees continuously monitoring and adjusting their felt and ...expressed emotions via two emotion regulation strategies: surface acting and deep acting. Despite dynamic theory on the topic, empirical tests have largely ignored within-episode variability in emotional labor, relying on assessments of emotional labor focused on the person, day, or interaction level of analysis. The current study elaborated on theory pertaining to within-episode emotional labor dynamics, utilizing a call center simulation to examine how shifts in customer incivility impacted on continuous measures (captured every 200 milliseconds) of participants' felt emotions, surface acting, deep acting, and vocal tone during a single interaction. Results provided evidence that customer behavior causally influences within-episode changes in emotions, emotion regulation, and vocal tone, and that these key emotional labor variables significantly relate to each other at the momentary level of analysis. Further, by modeling lagged effects, we were able to gain insight into the causal direction in the relationships among these continuously measured variables. Moreover, we showed for the first time that surface acting and deep acting are used simultaneously to manage emotional labor demands.
Purpose In the global economy, the need for understanding cross-cultural differences and the customer service-related processes involved in emotional labor is evident. The current study attempts to ...examine this issue by developing and testing hypotheses pertaining to cross-cultural differences between U.S. and Chinese service workers on the levels of display rule perceptions, emotion regulation, and burnout (i.e., emotional exhaustion, personal accomplishment, and depersonalization) as well as the relationships among these variables. Design/Methodology/Approach Data was collected from service workers in the U.S. (n = 280) and China (n = 231). We tested for measurement differences, mean differences, and differences in the relationships among emotional labor variables between the two samples using a variety of analyses. Findings It was found that the relatively robust sequence of display rules to surface acting to burnout was observed in a U.S. sample but was not observed in a Chinese sample, with some relationships being significantly weaker in the Chinese sample (e.g., surface acting to burnout dimensions) and others exhibiting relationships with the opposite sign (e.g., display rules were negatively related to surface acting in the Chinese sample). Implications The results of this study suggest that many of the relationships among emotional labor variables vary as a function of the cultural context under consideration. Originality/Value This is the first study to directly compare emotional labor across samples from Eastern and Western cultures. Additionally, this study begins to answer questions concerning why models of emotional labor generated in a Western culture may not apply in other cultures.
In this diary study conducted in Hong Kong, we examined a theoretical model in which negative emotions serve as an explanatory mechanism through which daily stressors impact daily counterproductive ...work behavior (CWB). We further theorized that personality variables (negative affectivity, Conscientiousness, and Agreeableness) would exert cross‐level effects on the within‐person relationships. Hierarchical linear modeling results based on a sample of 231 individuals and 5,583 observations across 25 days provide partial support for the mediating role of negative emotions in the within‐person stressor–CWB relationships. Specifically, we found that negative emotions (a) partially mediated the within‐person relation of perceived ambiguity with CWB directed at the organization, (b) fully mediated the relation of supervisor interpersonal injustice with CWB directed at individuals, and (c) fully mediated the relation of customer interpersonal injustice with CWB directed at the organization. High levels of trait negative affectivity were found to strengthen the within‐person relation between daily supervisor interpersonal injustice and daily negative emotions. As expected, high levels of trait Conscientiousness and Agreeableness were found to weaken the within‐person relations of daily negative emotions with daily CWB directed at the organization and individuals.
Research on emotional labor focuses on how employees utilize 2 main regulation strategies-surface acting (i.e., faking one's felt emotions) and deep acting (i.e., attempting to feel required ...emotions)-to adhere to emotional expectations of their jobs. To date, researchers largely have considered how each strategy functions to predict outcomes in isolation. However, this variable-centered perspective ignores the possibility that there are subpopulations of employees who may differ in their combined use of surface and deep acting. To address this issue, we conducted 2 studies that examined surface acting and deep acting from a person-centered perspective. Using latent profile analysis, we identified 5 emotional labor profiles-non-actors, low actors, surface actors, deep actors, and regulators-and found that these actor profiles were distinguished by several emotional labor antecedents (positive affectivity, negative affectivity, display rules, customer orientation, and emotion demands-abilities fit) and differentially predicted employee outcomes (emotional exhaustion, job satisfaction, and felt inauthenticity). Our results reveal new insights into the nature of emotion regulation in emotional labor contexts and how different employees may characteristically use distinct combinations of emotion regulation strategies to manage their emotional expressions at work.
Variable-centered views of emotional labor suggest that high customer incivility and employee-felt negative affect should co-occur with high employee emotion regulation. Similarly, low customer ...incivility and employee positive affect should be accompanied by low emotion regulation. We theorize that these theory-based configurations of emotional labor variables represent only a subset of the possible ways that emotional labor events unfold. We propose that there are distinct subpopulations of emotional labor events, some of which conform to this standard view of emotional labor and some of which deviate from this model and that these distinct configurations suggest different underlying theoretical processes with implications for employee well-being. To investigate these ideas, we adopt an event-centered view (i.e., event-level profiles) that seeks to identify distinct configurations of emotional labor events. In a sample of 246 call center employees who provided ratings of 7,331 customer service interactions, results from multilevel latent profile analysis (MLPA) revealed 8 distinct event-level profiles, some of which align with variable-centered approaches and some of which suggest new ways to think about such events. We then linked these profiles to the event-level well-being outcomes of emotional exhaustion and psychological vitality, showing both longitudinal and concurrent effects. Finally, supplemental analyses detailed how this event-level profile approach differed from standard variable-centered analyses.
Emotional labor theory has conceptualized emotional display rules as shared norms governing the expression of emotions at work. Using a sample of registered nurses working in different units of a ...hospital system, we provided the first empirical evidence that display rules can be represented as shared, unit-level beliefs. Additionally, controlling for the influence of dispositional affectivity, individual-level display rule perceptions, and emotion regulation, we found that unit-level display rules are associated with individual-level job satisfaction. We also showed that unit-level display rules relate to burnout indirectly through individual-level display rule perceptions and emotion regulation strategies. Finally, unit-level display rules also interacted with individual-level dispositional affectivity to predict employee use of emotion regulation strategies. We discuss how future research on emotional labor and display rules, particularly in the health care setting, can build on these findings.
For nurses and other caregivers there is a strong emphasis on prosocial forms of motivation, or doing the job because you want to help others, even in formal, institutionalized care settings. This ...emphasis is based in gendered assumptions that altruistic motivations are the “right” reasons for being a nurse and lead to the best outcomes for workers and patients. Other motivations for pursuing care work, particularly extrinsic motivation, depart from the prosocial model of care and may be indicative of substandard outcomes, but little research has examined variation in care workers' motivations for doing their jobs. In this study, we use survey data collected from 730 acute care hospital nurses working within one health care system in the Midwestern United States to examine whether different sources of motivation for being a nurse are related to nurse job burnout, negative physical symptoms, and turnover intentions. Our findings suggest that nurses who have high intrinsic and extrinsic motivation actually have better perceived health and employment outcomes (i.e., less likely to say that they will leave, lower burnout, fewer negative physical symptoms) than those with high prosocial motivation, who are more likely to report job burnout.
•Examined nurses' job motivations and their health and employment outcomes.•Used survey data collected from 730 hospital nurses in one health care system.•High intrinsic and extrinsic motivation related to better nurse outcomes.•High prosocial motivation related to higher job burnout among nurses.
We theorized and tested the mechanisms by which leader–member exchange (LMX) quality is associated with job performance. The results obtained using 212 employee–supervisor pairs from eight Chinese ...companies indicated that LMX quality had an indirect and positive relationship with taking charge via psychological empowerment and had an indirect and positive relationship with job performance via taking charge. In addition, organizational tenure significantly moderated the relationship between taking charge and job performance, such that the positive effect of taking charge on job performance became weaker as organizational tenure increased. Furthermore, organizational tenure significantly moderated the indirect positive relationship between LMX quality and job performance via taking charge; the indirect effect became weaker as organizational tenure increased. These results suggest that organizations should encourage managers to develop high-quality LMX with their subordinates, which may make them feel more empowered and engage in more taking charge, and result in better job performance.
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