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Must "service with a smile" be stressful? The moderating role of personal control for American and French employees.
J Appl Psychol. 2005 Sep; 90(5):893-904.JA

Abstract

Suppressing and faking emotional expressions depletes personal resources and predicts job strain for customer-contact employees. The authors argue that personal control over behavior, in the job and within the national culture, provides compensatory resources that reduce this strain. With a survey study of 196 employees from the United States and France, the authors supported that high job autonomy buffered the relationship of emotion regulation with emotional exhaustion and, to a lesser extent, job dissatisfaction. The relationship of emotion regulation with job dissatisfaction also depended on the emotional culture; the relationship was weaker for French customer-contact employees who were proposed to have more personal control over expressions than U.S. employees. Theoretical and research implications for the emotion regulation literature and practical suggestions for minimizing job strain are proposed.

Authors+Show Affiliations

Grandey AA
Department of Psychology, Pennsylvania State University, University Park, 16802, USA. aag6@psu.edu
Fisk GM
No affiliation info available
Steiner DD
No affiliation info available

MeSH

AdolescentAdultBurnout, ProfessionalCross-Cultural ComparisonEmotionsFemaleFranceHumansInternal-External ControlInterpersonal RelationsJob SatisfactionMaleOrganizational CultureOrganizational PolicyProfessional AutonomySmilingStress, PsychologicalUnited States

Pub Type(s)

Comparative Study
Journal Article

Language

eng

PubMed ID

16162062

Citation

Grandey, Alicia A., et al. "Must "service With a Smile" Be Stressful? the Moderating Role of Personal Control for American and French Employees." The Journal of Applied Psychology, vol. 90, no. 5, 2005, pp. 893-904.
Grandey AA, Fisk GM, Steiner DD. Must "service with a smile" be stressful? The moderating role of personal control for American and French employees. J Appl Psychol. 2005;90(5):893-904.
Grandey, A. A., Fisk, G. M., & Steiner, D. D. (2005). Must "service with a smile" be stressful? The moderating role of personal control for American and French employees. The Journal of Applied Psychology, 90(5), 893-904.
Grandey AA, Fisk GM, Steiner DD. Must "service With a Smile" Be Stressful? the Moderating Role of Personal Control for American and French Employees. J Appl Psychol. 2005;90(5):893-904. PubMed PMID: 16162062.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Must "service with a smile" be stressful? The moderating role of personal control for American and French employees. AU - Grandey,Alicia A, AU - Fisk,Glenda M, AU - Steiner,Dirk D, PY - 2005/9/16/pubmed PY - 2006/2/16/medline PY - 2005/9/16/entrez SP - 893 EP - 904 JF - The Journal of applied psychology JO - J Appl Psychol VL - 90 IS - 5 N2 - Suppressing and faking emotional expressions depletes personal resources and predicts job strain for customer-contact employees. The authors argue that personal control over behavior, in the job and within the national culture, provides compensatory resources that reduce this strain. With a survey study of 196 employees from the United States and France, the authors supported that high job autonomy buffered the relationship of emotion regulation with emotional exhaustion and, to a lesser extent, job dissatisfaction. The relationship of emotion regulation with job dissatisfaction also depended on the emotional culture; the relationship was weaker for French customer-contact employees who were proposed to have more personal control over expressions than U.S. employees. Theoretical and research implications for the emotion regulation literature and practical suggestions for minimizing job strain are proposed. SN - 0021-9010 UR - https://www.unboundmedicine.com/medline/citation/16162062/Must_"service_with_a_smile"_be_stressful_The_moderating_role_of_personal_control_for_American_and_French_employees_ DB - PRIME DP - Unbound Medicine ER -