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Service with a smile: do emotional intelligence, gender, and autonomy moderate the emotional labor process?
J Occup Health Psychol. 2007 Oct; 12(4):319-33.JO

Abstract

This survey study of 176 participants from eight customer service organizations investigated how individual factors moderate the impact of emotional labor strategies on employee well-being. Hierarchical regression analyses indicated that gender and autonomy were significant moderators of the relationships between emotional labor strategies and the personal outcomes of emotional exhaustion, affective well-being, and job satisfaction. Females were more likely to experience negative consequences when engaging in surface acting. Autonomy served to alleviate negative outcomes for individuals who used emotional labor strategies often. Contrary to our hypotheses, emotional intelligence did not moderate the relationship between the emotional labor strategies and personal outcomes. Results demonstrated how the emotional labor process can influence employee well-being.

Authors+Show Affiliations

Johnson HA
Department of Psychology, University of South Florida, Tampa, FL 33620, USA. hazel_anne_m_johnson@yahoo.com
Spector PE
No affiliation info available

MeSH

AdultAffectBurnout, ProfessionalCognitive DissonanceCommerceEmotionsEmploymentExpressed EmotionFemaleHumansIntelligenceInterpersonal RelationsJob SatisfactionMaleMiddle AgedOccupational HealthProfessional AutonomyRole PlayingSex FactorsSocial EnvironmentUniversities

Pub Type(s)

Journal Article

Language

eng

PubMed ID

17953492

Citation

Johnson, Hazel-Anne M., and Paul E. Spector. "Service With a Smile: Do Emotional Intelligence, Gender, and Autonomy Moderate the Emotional Labor Process?" Journal of Occupational Health Psychology, vol. 12, no. 4, 2007, pp. 319-33.
Johnson HA, Spector PE. Service with a smile: do emotional intelligence, gender, and autonomy moderate the emotional labor process? J Occup Health Psychol. 2007;12(4):319-33.
Johnson, H. A., & Spector, P. E. (2007). Service with a smile: do emotional intelligence, gender, and autonomy moderate the emotional labor process? Journal of Occupational Health Psychology, 12(4), 319-33.
Johnson HA, Spector PE. Service With a Smile: Do Emotional Intelligence, Gender, and Autonomy Moderate the Emotional Labor Process. J Occup Health Psychol. 2007;12(4):319-33. PubMed PMID: 17953492.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - Service with a smile: do emotional intelligence, gender, and autonomy moderate the emotional labor process? AU - Johnson,Hazel-Anne M, AU - Spector,Paul E, PY - 2007/10/24/pubmed PY - 2008/2/13/medline PY - 2007/10/24/entrez SP - 319 EP - 33 JF - Journal of occupational health psychology JO - J Occup Health Psychol VL - 12 IS - 4 N2 - This survey study of 176 participants from eight customer service organizations investigated how individual factors moderate the impact of emotional labor strategies on employee well-being. Hierarchical regression analyses indicated that gender and autonomy were significant moderators of the relationships between emotional labor strategies and the personal outcomes of emotional exhaustion, affective well-being, and job satisfaction. Females were more likely to experience negative consequences when engaging in surface acting. Autonomy served to alleviate negative outcomes for individuals who used emotional labor strategies often. Contrary to our hypotheses, emotional intelligence did not moderate the relationship between the emotional labor strategies and personal outcomes. Results demonstrated how the emotional labor process can influence employee well-being. SN - 1076-8998 UR - https://www.unboundmedicine.com/medline/citation/17953492/Service_with_a_smile:_do_emotional_intelligence_gender_and_autonomy_moderate_the_emotional_labor_process DB - PRIME DP - Unbound Medicine ER -