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23 - Dynamic Emotional Labor

A Review and Extension to Teams

from Part III - Workplace Affect and Interpersonal and Team-Level Processes

Published online by Cambridge University Press:  25 June 2020

By
James M. Diefendorff ,
Amanda L. Thayer ,
Ketaki Sodhi  and
Douglas Magill
Edited by
Liu-Qin Yang ,
Russell Cropanzano ,
Catherine S. Daus  and
Vicente Martínez-Tur
Liu-Qin Yang
Affiliation:
Portland State University
Russell Cropanzano
Affiliation:
University of Colorado
Catherine S. Daus
Affiliation:
Southern Illinois University Edwardsville
Vicente Martínez-Tur
Affiliation:
Universitat de València, Spain
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Summary

The past fifty years have seen an increase in the importance of interpersonal processes at work. Growth in the number of customer service jobs has made emotional labor (EL), defined as the management of emotions as part of the work role (Hochschild, 1983), an increasingly important facet of work. Hochschild (1983) argued that EL is a new form of labor, alongside physical and cognitive labor, in which employees regulate their feelings and emotional expressions “in response to job-based emotional requirements in order to produce emotion toward – and to evoke emotion from – another person to achieve organizational goals” (Grandey, Diefendorff, & Rupp, 2013, p. 18). Consistent with theories of emotion, EL has been characterized as a dynamic process that unfolds within individuals over time (Diefendorff & Gosserand, 2003). As a result, empirical research on EL has increasingly focused on testing hypotheses at the within-person level of analysis.

Type
Chapter
Information
The Cambridge Handbook of Workplace Affect , pp. 310 - 322
Publisher: Cambridge University Press
Print publication year: 2020

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