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On the costs and benefits of emotional labor: a meta-analysis of three decades of research.
J Occup Health Psychol. 2011 Jul; 16(3):361-89.JO

Abstract

This article provides a quantitative review of the link of emotional labor (emotion-rule dissonance, surface acting, and deep acting) with well-being and performance outcomes. The meta-analysis is based on 494 individual correlations drawn from a final sample of 95 independent studies. Results revealed substantial relationships of emotion-rule dissonance and surface acting with indicators of impaired well-being (ρs between .39 and .48) and job attitudes (ρs between -.24 and -.40) and a small negative relationship with performance outcomes (ρs between -.20 and -.05). Overall, deep acting displayed weak relationships with indicators of impaired well-being and job attitudes but positive relationships with emotional performance and customer satisfaction (ρs .18 and .37). A meta-analytic regression analysis provides information on the unique contribution of emotion-rule dissonance, surface acting, and deep acting in statistically predicting well-being and performance outcomes. Furthermore, a mediation analysis confirms theoretical models of emotional labor which suggest that surface acting partially mediates the relationship of emotion-rule dissonance with well-being. Implications for future research as well as pragmatic ramifications for organizational practices are discussed in conclusion.

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Authors+Show Affiliations

Hülsheger UR
Faculty of Psychology and Neuroscience, Maastricht University, Maastricht, the Netherlands. ute.hulsheger@maastrichtuniversity.nl
Schewe AF
No affiliation info available

MeSH

Cost-Benefit AnalysisEmotional IntelligenceEmotionsHumansJob SatisfactionStress, PsychologicalWorkplace

Pub Type(s)

Journal Article
Meta-Analysis

Language

eng

PubMed ID

21728441

Citation

Hülsheger, Ute R., and Anna F. Schewe. "On the Costs and Benefits of Emotional Labor: a Meta-analysis of Three Decades of Research." Journal of Occupational Health Psychology, vol. 16, no. 3, 2011, pp. 361-89.
Hülsheger UR, Schewe AF. On the costs and benefits of emotional labor: a meta-analysis of three decades of research. J Occup Health Psychol. 2011;16(3):361-89.
Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: a meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361-89. https://doi.org/10.1037/a0022876
Hülsheger UR, Schewe AF. On the Costs and Benefits of Emotional Labor: a Meta-analysis of Three Decades of Research. J Occup Health Psychol. 2011;16(3):361-89. PubMed PMID: 21728441.
* Article titles in AMA citation format should be in sentence-case
TY - JOUR T1 - On the costs and benefits of emotional labor: a meta-analysis of three decades of research. AU - Hülsheger,Ute R, AU - Schewe,Anna F, PY - 2011/7/7/entrez PY - 2011/7/7/pubmed PY - 2011/11/8/medline SP - 361 EP - 89 JF - Journal of occupational health psychology JO - J Occup Health Psychol VL - 16 IS - 3 N2 - This article provides a quantitative review of the link of emotional labor (emotion-rule dissonance, surface acting, and deep acting) with well-being and performance outcomes. The meta-analysis is based on 494 individual correlations drawn from a final sample of 95 independent studies. Results revealed substantial relationships of emotion-rule dissonance and surface acting with indicators of impaired well-being (ρs between .39 and .48) and job attitudes (ρs between -.24 and -.40) and a small negative relationship with performance outcomes (ρs between -.20 and -.05). Overall, deep acting displayed weak relationships with indicators of impaired well-being and job attitudes but positive relationships with emotional performance and customer satisfaction (ρs .18 and .37). A meta-analytic regression analysis provides information on the unique contribution of emotion-rule dissonance, surface acting, and deep acting in statistically predicting well-being and performance outcomes. Furthermore, a mediation analysis confirms theoretical models of emotional labor which suggest that surface acting partially mediates the relationship of emotion-rule dissonance with well-being. Implications for future research as well as pragmatic ramifications for organizational practices are discussed in conclusion. SN - 1939-1307 UR - https://www.unboundmedicine.com/medline/citation/21728441/On_the_costs_and_benefits_of_emotional_labor:_a_meta_analysis_of_three_decades_of_research_ L2 - http://content.apa.org/journals/ocp/16/3/361 DB - PRIME DP - Unbound Medicine ER -