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Emotional labor in coworker interactions is a prevalent phenomenon in everyday work. Yet, it is largely unknown whether it is also a relevant phenomenon, that is, whether emotional labor toward coworkers matters for employee daily work life. Addressing this question, we investigate day-specific antecedents and consequences of coworker-directed emotional labor, especially deep acting. We hypothesized that deep acting toward coworkers will be rewarded by coworkers providing emotional and task support and that this coworker support, in turn, will predict enhanced positive affect at the end of work. Further, we suggest that high morning positive affect enables employees to deep act toward their coworkers in the first place. During a 10-workday diary study, 102 employees answered surveys on 618 days. Multilevel path analysis showed that morning positive affect predicted daily deep acting toward coworkers, which was positively related to emotional (but not task) support from coworkers. Emotional (but not task) support predicted higher end-of-work positive affect and mediated the relationship between deep acting and end-of-work positive affect. Findings highlight the importance of studying deep acting toward coworkers as part of a positive dynamic process that employees can experience at work. Our results bring along vital theoretical and practical implications.

Refereed/Peer-reviewed Emotional labour is an important but overlooked leadership function. In the present research, we draw from the self-determination theory perspective and take a leader-centric approach to examine how different leader emotional labour strategies affect leaders' own creativity. Using data collected from 118 leaders and 352 team members at three time points, we found that leader surface acting harmed leader creativity by reducing fulfillment of leader autonomy, while leader deep acting boosted leader creativity by increasing fulfillment of leader autonomy. Neither did leader surface acting nor deep acting influence leader creativity through competence or relatedness fulfillment. We discuss the theoretical and practical implications of the present research.

ABAC Journal, 42, 1, 160-178

In a permanent quest for profit, employees can be reduced to a mere function or instrument, dissociated from their quality as individuals for the organization's ends. Experiencing such a feeling as an employee has been called organizational dehumanization. Scholars have recently suggested that organizational dehumanization may play a key role in the development of emotional labor. However, how organizational dehumanization and two main emotional labor strategies (i.e., surface and deep acting) are causally related remains unclear in this literature. In the present research, we argue that employees who experience organizational dehumanization and whose self is thus threatened then engage in surface acting to "conserve" their self or in deep acting to "give up" their self in service of the role. Overall, the combined results of three studies offer strong evidence that organizational dehumanization leads employees to perform more surface acting, but not more deep acting. Unexpectedly, our findings also indicate that deep acting reduces the perception of being dehumanized by the organization. In showing this, the present research sheds light on the potential dark side of deep acting, by suggesting that this strategy can change employees' perspectives in a way that may encourage them to stay in an organization that treats them as a means to an end. (PsycInfo Database Record (c) 2021 APA, all rights reserved).

This study investigated the effect of emotional intelligence training programme on emotional labour competence of social workers. The study adopted a pretest-post-test quasi-experimental design. The emotional labour scale was used to collect data from the forty-eight (48) randomly selected social workers from two Non-Governmental Organizations (NGOs). Participants of the study were randomly assigned to the treatment and the control groups for the purpose of the study. The hypothesis was tested using the Analysis of Covariant (ANCOVA). Results showed that the treatment significantly affected participants' levels of emotional labour. Based on the findings, it was advocated that the teaching of emotional intelligence in organizations and schools is highly important for optimal outcomes.

There are few more emotive experiences in life than death. Drawing on Arlie Hochschild’s concept of emotional labour, this article compares the emotional responsibilities of two groups of death professionals: doctors and funeral directors. It addresses the lack of comparative studies in the otherwise robust literature concerning emotional labour in the workforce. Through qualitative analysis, I identify how funeral directors and doctors believe they should feel in regard to death, how they manage these feelings, and the related consequences of this emotional labour. This analysis suggests that the emotion management of these professionals is primarily influenced by two key factors: prioritizing the emotions of others and stifling one’s own strong emotions. Differences became apparent in terms of how these factors are managed and what the related emotional consequences may be, due to the respective reliance of the funeral directors on surface acting and the doctors on deep acting emotion management strategies. In the future, it would be helpful to complement existing research with participant observation studies in order to better illuminate the meaning that emotional labour has for individuals in practice. Due to their unique position of encountering death as part of a job, death professionals have much to teach each other, as well as the broader population, about accepting and managing emotions related to mortality.

Surface acting has repeatedly been found to harm employee well-being, but weak or inconsistent findings have been reported for deep acting. A theoretical explanation put forth by researchers to explain this is that opponent processes may be involved in deep acting. Accordingly, there are countering processes in place for deep acting, effectively yielding a weak or null relationship with indicators of strain or well-being. Although often cited, this claim has never been tested empirically. The current study addresses this question by exploring the relationship between deep acting and emotional exhaustion via 3 underlying mechanisms: (a) psychological effort, (b) feelings of authenticity, and (c) rewarding interactions. Specifically, we expected that although being effortful, deep acting also results in feelings of authenticity and rewarding interactions with customers. However, contrary to expectations, results from an experience-sampling study (involving 3 daily surveys over the course of 7 days) revealed that deep acting did not relate to any of these mechanisms, nor was it directly or indirectly related to emotional exhaustion. These findings challenge previous suggestions that there are countering processes in place for deep acting. In addition, analyses revealed significant indirect relationships of surface acting with emotional exhaustion that were mediated by psychological effort and felt authenticity. Theoretical and practical implications are discussed in the conclusion. (PsycINFO Database Record (c) 2020 APA, all rights reserved).

With the rise of jobs in the health care sector, research on emotional labor has become of increasing importance. In this study, we follow calls for scholars to include authentic emotional displays alongside the more traditionally examined emotional labor strategies (surface and deep acting) when examining the effects of employees' emotional performance at work. We theorize that dispositional empathy is an individual difference variable that influences whether and how employees regulate their emotional displays at work, and examine the indirect relationships between dispositional empathy and employees' self-reported job satisfaction, and objectively measured job performance and sickness absenteeism, through these emotional displays. Additionally, we examine how different types of job stressors (challenge and hindrance stressors) act as boundary conditions for the relationships of empathy with emotional displays and employee outcomes. Results from a study of 156 employees in a public hospital mostly supported our theoretical model. Implications for theory and practice are discussed. (PsycInfo Database Record (c) 2020 APA, all rights reserved).

Promoting employee voice behavior is important for the sustainable development of organizations. Drawing on conservation of resources theory, the study examined the association between emotional labor and employee voice behavior and the mediation of work engagement in this relationship. Surveys were collected at two time points, four weeks apart, from 629 employees in the service industry in China. The results show that surface acting is negatively related to work engagement and that deep acting is positively related to work engagement. Employees’ work engagement is positively associated with voice behavior. Hence, work engagement appears to be a mediating variable that translates the emotional labor into voice behavior. Moreover, perceived organizational support moderates the relationship between emotional labor and voice behavior. The theoretical and practical implications of these findings are discussed.

While the similarities between emotion regulation (Gross in J Personal Soc Psychol 74:224–237, 1998a) and emotional labor (Hochschild in The managed heart: commercialization of human feeling. University of California Press, Berkeley, 1983) have been theoretically discussed, empirical research on their relation is lacking. We examined the relations between the two constructs as well as their relations with teachers’ discrete emotions in a sample of 189 secondary school teachers. The results showed that reappraisal correlated positively with deep acting, whereas suppression correlated positively with surface acting. The findings further suggest that reappraisal and deep acting are linked to experiencing positive emotions, whereas suppression and surface acting are linked to experiencing negative emotions. However, there also were some differences in how emotion regulation and emotional labor were related to teachers’ discrete emotional experiences. Specifically, reappraisal and deep acting strategies were positively related to enjoyment; in addition, deep acting was negatively related to negative emotions such as anxiety, anger, and frustration. By contrast, suppression and surface acting strategies were positively associated with negative emotions (i.e., suppression with anxiety; surface acting with anxiety, anger, and frustration), and surface acting was negatively associated with the positive emotion enjoyment. Implications for integrating research on teachers’ emotion regulation and emotional labor are discussed.

Due to their high expectations, teachers often hide their real emotions and play a role that conforms to public expectations of educational work. Special education teachers face a group of students with physical and mental disabilities who have high heterogeneity and require individualized services every day. Using social support theory, this study discusses special education teachers&rsquo, emotional labor and well-being. A total of 439 special education teachers in China participated in this study. We collected data at two different time-points and verified the research hypotheses with hierarchical regression and structural equation modeling analysis. The research findings show the mediating role of emotional labor in social support and well-being. It is, therefore, suggested that schools should pay more attention to special education teachers&rsquo, mental health and provide them with regular guidance and support.

Background: Nursing is not just task-based work, but also emotional work. Nurses are also obliged to satisfy patients’ emotional needs, which often results in burnout and depression. We aimed to propose an effective method for reducing their emotional burden. Methods: We took theoretical measure to verify some theories on emotion and emotional labor. Results: Empathy can be enhanced by reading literature. It has been recognized from ancient times that reading is an empathic experience in its very essence. Reading is not possible without the reader identifying and sympathizing with the character in the story. Conclusion: Reading literature is not only an efficient means of enhancing empathy, but also very practical to implement. Among programs that proved efficient are role exchange programs, here-and-now spontaneity, perspective taking, simulation exercises, and so on. The problem with them is that they require special facilities and equipment. If they are not available, reading practice would be the best alternative.

Since bank employees are prone to high psychological pressure, it is key to explore the influencing mechanism of their emotional labor so as to relieve their pressure, as well as improve organizational performance and service quality. This study aimed to investigate the effects of emotional labor on bank employees&rsquo, well-being and to determine the mediating role of emotional disorder in this relationship. Employees responded to a survey regarding their use of emotional labor as well as perceptions of their well-being and emotional disorder. The results showed that employees&rsquo, use of emotional labor was related to their perceptions of well-being and confirmed the mediating role of emotional disorder in this relationship. The results indicated that surface acting has a significant negative impact on employee well-being, while deep acting has a significant positive impact. Moreover, emotional disorder played a role in mediating emotional labor and employee well-being, and emotional disorder was positively correlated with surface acting and negatively correlated with deep acting. The results revealed that developing deep-acting skills is important for increasing front-line bank staff&rsquo, s well-being in China, who are accustomed to repressing their emotions, and emotional disorder might occur more often than has been previously believed, which worsens their well-being.

Teachers’ emotional labor strategies have increased their importance in recent years. Teaching as a profession requires the high level of emotional labor which is a new area of research and it needs to be examined in terms of causes and consequences. The aim of this study is to analyze the relationship between emotional labor, perceived school climate, and emotional exhaustion. The sample included 212 primary, middle and high school teachers in Istanbul. As a survey instrument questionnaire was used to learn the respondents’ perception of school climate, emotional labor strategies, and emotional exhaustion. Structural equation modeling was used to analyze if; school climate is an antecedent of emotional labor, emotional exhaustion is a consequence of emotional labor and there is a relationship between school climate and emotional exhaustion. Results indicated that Turkish school teachers’ emotional exhaustion was negatively affected by the school climate. In contrast, teachers’ perceptions of school climate did not have a significant effect on emotional labor strategies. On the other hand, teachers’ surface acting strategies had a positive and significant effect on emotional exhaustion but teachers’ deep acting behaviors had no significant effect on emotional exhaustion.

This paper aims to investigate the mediating role of work engagement for the effects of deep acting, S, and self-efficacy on service quality under the conservation of resources (COR) theory and the job demands&ndash, resources (JD-R) model. Questionnaires were rigorously distributed by stratified random sampling. Data were collected from hospitality frontline employees (HFLEs) of hotels and restaurants in Taiwan during a period of two months. Structural equation modeling analyses were conducted to assess the data. Empirical results demonstrated work engagement is a significant mediator, enriching the antecedents and consequences of work engagement in hospitality literature. The findings suggest hospitality practitioners should consider a high-performance work system (HPWS) as an employee management tactic to implement sustainable human resource management (HRM). This practice can augment hospitality frontline employees&rsquo, willingness to stay in organizations in the long term and to maintain a satisfying service quality.

Bu çalışma, 01-02 Aralık 2012 tarihleri arasında Jakarta[Endonezya]’da düzenlenen International Congress on Interdisciplinary Business and Social Sciences (ICIBSoS)’da bildiri olarak sunulmuştur. The aim of this study was to evaluate which variables of emotional labor dimensions have a significant effect in explaining the levels of burnout of employees in the service sector. The study participants ranged in age from 23 years to 56 years, approximately 61% were female, 52% were married and the mean duration of their work was calculated as 8.33 +/- 6.65 years. No statistically significant difference was found in the emotional labor and burnout variables from the results of the analysis according to gender. The highest relationship obtained in the emotional labor scale subdimensions was between faking emotions and hiding emotions (r=0.44, p

Based on the assumption that profession introduces specific particularities in the ways employees regulate emotions at work, different by organizational ones, we aimed at identifying particularities of school psychologists in adopting emotional labor strategies. A sample of 120 Romanian school psychologists completed three self-report scales on emotional labor. Results showed participants adopt a distinct strategy when regulating negative emotions. Factor analysis revealed that genuine acting and surface acting load the same bipolar factor. Results sustain the necessity to investigate the impact of profession on emotional labor performed by employees.

We investigated the relationship between deep acting, automatic regulation and customer tips with 2 different study designs. The first study was a daily diary study using a sample of Dutch waiters and taxi-drivers and assessed the link of employees' daily self-reported levels of deep acting and automatic regulation with the amount of tips provided by customers (N = 166 measurement occasions nested in 34 persons). Whereas deep acting refers to deliberate attempts to modify felt emotions and involves conscious effort, automatic regulation refers to automated emotion regulatory processes that result in the natural experience of desired emotions and do not involve deliberate control and effort. Multilevel analyses revealed that both types of emotion regulation were positively associated with customer tips. The second study was an experimental field study using a sample of German hairdressers (N = 41). Emotion regulation in terms of both deep acting and automatic regulation was manipulated using a brief self-training intervention and daily instructions to use cognitive change and attentional deployment. Results revealed that participants in the intervention group received significantly more tips than participants in the control group.

Emotional labour, as a self-contained field of research, is only three decades old. This study aims to summarize key findings from investigations of the last ten years in an attempt to provide a reference for interpretation of organizational emotions and the organizational aspects of emotional labour. It makes no secret of its aim being to call the attention of anybody dealing with people as workforce that work no longer has only physical or mental aspects, but an emotional dimension as well. Most often this latter dimension lives an independent life. Normally, it is not regulated, tracked, appreciated or rewarded properly, which might send a message to employees that it is not really important. However, emotional labour is a concomitant of most professions and jobs. Where it is not given any conscious consideration by either the employer nor its employees, numerous opportunities of making it easier or improving it may be lost.

Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2009. Human Resource personnel as part of their daily jobs provide a service to other employees within a mining industry. These service workers may experience dissonance between their actual feelings and the feelings they are expected to display. For these service workers to be more engaged at work, emotional intelligence and social support is vital. If these factors are not in place, their well-being may be in jeopardy. The objective of this research was to determine the relationship between Emotion Work, Emotional Intelligence, Well-being and Social Support of service workers in a human resource field within a mining industry. A cross-sectional survey design was used. The study population (n = 229) consisted of human resource personnel in the Limpopo and North West Province. The Greek Emotional Intelligence Scale (GEIS), Frankfurt Emotion Work Scales, Utrecht Work Engagement Scale, Oldenburg Burnout Inventory and Social Support Scale, as well as a biographical questionnaire, were used as measuring instruments. Cronbach alpha coefficients, factor analysis, inter-item correlation coefficients, Pearson product moment correlation coefficient and stepwise multiple regression analysis were used to analyse the data. An analysis of the data indicated that correlations between the following constructs are statistically and practically significant. The results show that Positive Display is statistically and positively practically significantly related (medium effect) to Interaction Control. aring/Empathy is positively practically significantly related to Positive Display (medium effect). Furthermore the Control of Emotions (medium effect) and Emotion Management (large effect) are both positively practically significantly related to Caring/Empathy. Emotional Resilience however is negatively practically significantly related to Caring and Empathy (medium effect). Emotion Expression Recognition is positively practically significantly related to Control of Emotion (medium effect). However, both Exhaustion (medium effect) and Emotional Resilience (medium effect) are negatively practically significantly related to Control of Emotions. Engagement is positively practically significant (medium effect) to Emotion Management. Emotion Resilience (medium effect) positively correlates with Exhaustion while Engagement (medium effect) negatively correlates with Exhaustion. Engagement positively practically correlates with Resilience (medium effect). Social Support of both supervisor and co-workers positively relates to engagement to a medium effect. Principal component analysis performed on the GEIS resulted in a four-factor solution. The first factor was Caring and Empathy, which includes the willingness of an individual to help other people and understand others' feelings. The second factor was Control of Emotion, which is the ability of the individual to control and regulate emotions within themselves and others. Emotion Expression/Recognition, which is the ability of the individual to express and recognise his or her own emotional reactions, was the third factor, and the fourth was Emotion Management, which is the ability of an individual to process emotional information with regard to perception, assimilation, understanding and management of emotions. All four factors correlate with that of the GEIS originally developed by Tsaousis (2007) and accounted for 31% of the total variance in emotional intelligence. A Multiple Regression Analysis with Exhaustion as dependent variable was carried out. The results show that Emotion Work factors accounted for 2% of the total variance and Emotional Intelligence factors for 12% of the total variance. More specifically it seems that the lack of Caring and Empathy and Emotion Management predicted Exhaustion in this regard. However, when Emotional Intelligence factors were entered into the model, an increase of 10% variance was shown of the variance explained in Exhaustion. Emotion Work, Emotional Intelligence and Social Support predicted 14% of the variance explained in the level of Exhaustion by participants. A Multiple Regression analysis with Emotional Resilience as dependent variable was carried out. The results show that Emotion Work factors accounted for 6% of the total variance. More specifically; it seems that Dissonance predicted the level of Emotional Resilience. When Emotional Intelligence factors were entered into the model, an increase of 15% was shown. Caring and Empathy and Control of Emotions predicted Emotional Intelligence the best. Lastly, when Social Support factors were entered into the regression analysis, the variance explained showed an increase of 5%. Support of Family and Others predicted Emotional Resilience the best. In total, Emotion Work, Emotional Intelligence and Social Support factors explained 20% of the variance in Emotional Resilience. A Multiple Regression Analysis with Engagement as dependent variable with Emotion Work factors, Emotional Intelligence factors and Social Support as predictors of Engagement was done. Entry of Emotion Work factors at the first step of the regression analysis did not produce a statistically significant model and only accounted for 1% of the variance. However, when Emotional Intelligence factors were entered in the second step of the analysis, it accounted for approximately 7% of the variance. More specifically, it seems that Caring and Empathy predicted Engagement. When Social Support factors were entered into the third step of the analysis, an increase of 27% was found. All the Social Support factors (Social Support of Family and Others, Supervisors and Co-workers) accounted for 27% of the variance explained in Engagement. Emotion Work, Emotional Intelligence and Social Support predicted 33% of the total variance explained in the level of Engagement. Limitations within the study were identified, and recommendations were made for human resource personnel in a mining industry, as well as for future research. Masters

Thesis (M.A. (Industrial Psychology))--North-West University, Potchefstroom Campus, 2008. Frontline client service workers are central to the service elements of any small and medium enterprise. People who have much customer or client contact are seen to be subject to stronger emotional display rules. These display rules may result in compromising the psychological and/or physical health of workers, because they often lead to a disturbing dissonance between felt emotions and the emotions one must exhibit. It is, therefore, of vital importance for service workers to exhibit Emotional Intelligence, which will enable them to manage both their own emotions and their interactions with other people. Their inability to do so may result in stress as well as physical and emotional exhaustion, also known as Burnout. The objective of this research was to determine the relationship between Emotion Work, Emotional Intelligence, Well-being and Social Support of client service workers within small and medium enterprises, A cross-sectional survey design was used. An availability sample was taken from small and medium enterprises employing client service workers in the Mpumalanga Province (N = 145). The Greek Emotional Intelligence Scale (GEIS), Frankfurt Emotion Work Scales (FEWS), Utrecht Work Engagement Scale (UWES), Oldenburg Burnout Inventory (OLBI) and Social Support Scale, as well as a biographical questionnaire were used as measuring instruments. Cronbach alpha coefficients, factor analysis, inter-item correlation coefficients, Pearson product moment correlation coefficients, stepwise multiple regression analysis, and Multivariate analysis of variance (MANOVA) were used to analyse the data. Principal component analysis resulted in a one-factor solution for Engagement labelled Work Engagement, and a two factor solution for Burnout namely: Disengagement and Emotional Exhaustion. Regarding Social Support, a three factor model was extracted namely; Social Support - Co-worker, Social Support -Supervisor and Social Support - Family. A three factor model was extracted for Emotion Work namely: Emotional Dissonance, Display of Client Care and Extent of Client Interaction. A four-factor solution was extracted for Emotional Intelligence namely: Emotional Expression/Recognition, Use of Emotions to Facilitate Thinking, Control of Emotion as well as Caring and Empathy. An analysis of the data indicated that all of the correlations between the different constructs mentioned below are statistically and practically significant, Disengagement was positively related to Emotional Exhaustion and negatively related to Emotional expression/Recognition, Emotion Use to Facilitate Thinking and Work Engagement. Emotional Exhaustion was positively related to Emotional Dissonance and negatively related to Emotional Expression/Recognition. Emotional Dissonance was positively related to Display of Client Care, while Display of Client Care was positively related to Extent of Client Interaction, as well as Caring and Empathy. Emotional Expression/Recognition was positively related to both Emotion Use to Facilitate Thinking and Work Engagement. Emotion Control was positively related to Emotion Use to Facilitate Thinking, while it in turn was positively related to Work Engagement. Finally, Social Support from Co-workers was positively related to Social Support from Supervisors and Family, and Social Support from Supervisors was positively related to Social Support from Family. A multiple regression analysis indicated that Emotion Work, Social Support and Emotional Intelligence predicted 29% of the variance in Work Engagement, 30% of the variance explained in Disengagement and 37% of the variance in Emotional Exhaustion. A multivariate analysis of variance (MANOVA) which was used to determine differences between the departmental, age, race, qualification, language and gender groups with regard to Emotion Work, Emotional Intelligence, Well-being and Burnout, indicated no statistical significant differences (p < 0,05). The results indicated a correlation between Emotional Intelligence, Emotion Work and Well-being factors. Emotional Intelligence factors predicted Work Engagement and Emotion Work predicted Emotional Exhaustion. Recommendations were made for the profession of client service work in small and medium enterprises, as well as for future research purposes. Masters

Things develop quickly in today's internet-linked global economy and competition is intense. Speed, cost, and quality are no longer the trade-offs they once were. Today's consumers demand immediate access to high-quality products and services at a reasonable price. Thus, Managers are challenged to speed up the product creation and delivery cycle, while cutting costs and improving quality. Regardless of the size and purpose of the organisation and the technology involved, people are the common denominator when facing this immense challenge. Success or failure depends on the ability to attract, develop, retain, and motivate the employees. The human-resource employee is the drive behind all these voice-to-voice and face-to-face interactions, attempting to represent the emotions, attitudes, and behaviours required by the organisation. The objective of this research study was to determine the relationship between Emotion Work and Well-being among human-resource employees in the chrome industry. The research method consisted of a literature review and an empirical study. A cross-sectional survey design was used to collect the data. A non-probability convenience sample was taken from human-resource employees in the chrome industry. The Utrecht Work Engagement Scale, Oldenburg Burnout Inventory, the Frankfurt Emotion Work Scales, Greek Emotional Intelligence Scale, Emotional Labour Scale, and Social Support Scale were used as measuring instruments. The data was analysed by making use of descriptive statistics, Cronbach alpha coefficients, factor-analysis, Pearson product-moment correlation coefficients, and multiple regression analyses of variance (multivariate analysis of variance and ANOVA), calculated using SPSS. Compared to the the guidelines of a > 0,07 (Nunnally & Bernstein, 1994), all of the scales of the measuring instruments have normal distributions except for Engagement where the kurtosis was positively skewed. Compared to the guidelines of a > 0,07 (Nunnally & Bernstein, 1994), the Cronbach alpha coefficient of all the constructs is considered to be acceptable. A factor analysis confirmed four factors of Emotion Work, consisting of Emotional Dissonance, the Display of Positive/Pleasant Emotions, the Display of Empathy, and the Display of Negative/Unpleasant Emotions. Emotional Intelligence also consists of four factors namely the Use of Emotion, Caring Empathy, the Control of Emotions, and Expression Recognition. Well- being consists of two factors namely Exhaustion and Engagement. Finally, Social Support consists of three factors Co-worker Support, Supervisor Support, and Family Support. An analysis of the data indicated that all of the correlations between the different constructs mentioned below are statistically and practically significant. The Display of Positive/Pleasant Emotions and the Display of Empathy is positively related to Emotional Dissonance. The Display of Empathy is positively related to Emotional Dissonance as well as to the Display of Positive/Pleasant Emotions. The Display of Negative/Unpleasant Emotions is negatively related to the Display of Positive/Pleasant Emotions and the Display of Empathy. Exhaustion is negatively related to Engagement, the Use of Emotions, and the Control of Emotions. Engagement is positively related to Co-worker Support, the Use of Emotion as well as to the Control of Emotions. Family Support is positively related to both Supervisor Support and Co-worker Support. Supervisor Support is positively related to Co-worker Support. The Use of Emotion is positively related to Caring Empathy and the Control of Emotions. Caring Empathy is positively related to the Control of Emotions, the Display of Positive/Pleasant Emotions, and the Display of Empathy, while it in turn is negatively correlated to the Display of Negative/Unpleasant Emotions. The Control of Emotions is negatively related to the Display of Negative/Unpleasant Emotions. Emotional Dissonance is positively related to both the Display of Positive/Pleasant Emotions and the Display of Empathy. Finally, the Display of Positive/Pleasant Emotions is positively related to the Display of Empathy. In a multiple regression analysis with Emotional Dissonance as dependant variable and with demographic variables, as independent variable a statistically significant model was produced. More specifically, 11% of the variance predicted in Emotional Dissonance was explained by gender, age and ethnicity. In a multiple regression analysis indicated that Emotional Intelligence (specifically the Use of Emotion), Emotion Work (specifically Emotional Dissonance), and Social Support (specifically Co-worker Support) predicted 31% of the total variance in Engagement. Emotional Intelligence (specifically the Use of Emotion and the Control of Emotions), Emotion Work (specifically Emotional Dissonance and the Display of Negative/Unpleasant Emotions), and Social Support (specifically Co-worker Support) predicted 43% of the total variance in Exhaustion A multivariate analysis of variance, which was used to determine differences between ethnic, age, and gender groups with regard to Emotion Work, indicated that participants in the African ethnic group experienced higher levels of Emotional Dissonance than participants in the White ethnic group. Female participants display higher levels of Emotional Dissonance, the Display of Positive/Pleasant Emotions, and the Display of Empathy, while male participants experienced higher levels of the Display of Negative/Unpleasant Emotions. The age group of 42 to 51 experienced lower levels of Emotion Work owing to the experience of Emotional Dissonance, than participants in the age groups of 21 to 31, 32 to 41, and 52 to 66. Thesis (M.A. (Human Resource Management))--North-West University, Potchefstroom Campus, 2009.

Thesis (M.A. (Human Resource Management))--North-West University, Potchefstroom Campus, 2009. Things develop quickly in today's internet-linked global economy and competition is intense. Speed, cost, and quality are no longer the trade-offs they once were. Today's consumers demand immediate access to high-quality products and services at a reasonable price. Thus, Managers are challenged to speed up the product creation and delivery cycle, while cutting costs and improving quality. Regardless of the size and purpose of the organisation and the technology involved, people are the common denominator when facing this immense challenge. Success or failure depends on the ability to attract, develop, retain, and motivate the employees. The human-resource employee is the drive behind all these voice-to-voice and face-to-face interactions, attempting to represent the emotions, attitudes, and behaviours required by the organisation. The objective of this research study was to determine the relationship between Emotion Work and Well-being among human-resource employees in the chrome industry. The research method consisted of a literature review and an empirical study. A cross-sectional survey design was used to collect the data. A non-probability convenience sample was taken from human-resource employees in the chrome industry. The Utrecht Work Engagement Scale, Oldenburg Burnout Inventory, the Frankfurt Emotion Work Scales, Greek Emotional Intelligence Scale, Emotional Labour Scale, and Social Support Scale were used as measuring instruments. The data was analysed by making use of descriptive statistics, Cronbach alpha coefficients, factor-analysis, Pearson product-moment correlation coefficients, and multiple regression analyses of variance (multivariate analysis of variance and ANOVA), calculated using SPSS. Compared to the the guidelines of a > 0,07 (Nunnally & Bernstein, 1994), all of the scales of the measuring instruments have normal distributions except for Engagement where the kurtosis was positively skewed. Compared to the guidelines of a > 0,07 (Nunnally & Bernstein, 1994), the Cronbach alpha coefficient of all the constructs is considered to be acceptable. A factor analysis confirmed four factors of Emotion Work, consisting of Emotional Dissonance, the Display of Positive/Pleasant Emotions, the Display of Empathy, and the Display of Negative/Unpleasant Emotions. Emotional Intelligence also consists of four factors namely the Use of Emotion, Caring Empathy, the Control of Emotions, and Expression Recognition. Well- being consists of two factors namely Exhaustion and Engagement. Finally, Social Support consists of three factors Co-worker Support, Supervisor Support, and Family Support. An analysis of the data indicated that all of the correlations between the different constructs mentioned below are statistically and practically significant. The Display of Positive/Pleasant Emotions and the Display of Empathy is positively related to Emotional Dissonance. The Display of Empathy is positively related to Emotional Dissonance as well as to the Display of Positive/Pleasant Emotions. The Display of Negative/Unpleasant Emotions is negatively related to the Display of Positive/Pleasant Emotions and the Display of Empathy. Exhaustion is negatively related to Engagement, the Use of Emotions, and the Control of Emotions. Engagement is positively related to Co-worker Support, the Use of Emotion as well as to the Control of Emotions. Family Support is positively related to both Supervisor Support and Co-worker Support. Supervisor Support is positively related to Co-worker Support. The Use of Emotion is positively related to Caring Empathy and the Control of Emotions. Caring Empathy is positively related to the Control of Emotions, the Display of Positive/Pleasant Emotions, and the Display of Empathy, while it in turn is negatively correlated to the Display of Negative/Unpleasant Emotions. The Control of Emotions is negatively related to the Display of Negative/Unpleasant Emotions. Emotional Dissonance is positively related to both the Display of Positive/Pleasant Emotions and the Display of Empathy. Finally, the Display of Positive/Pleasant Emotions is positively related to the Display of Empathy. In a multiple regression analysis with Emotional Dissonance as dependant variable and with demographic variables, as independent variable a statistically significant model was produced. More specifically, 11% of the variance predicted in Emotional Dissonance was explained by gender, age and ethnicity. In a multiple regression analysis indicated that Emotional Intelligence (specifically the Use of Emotion), Emotion Work (specifically Emotional Dissonance), and Social Support (specifically Co-worker Support) predicted 31% of the total variance in Engagement. Emotional Intelligence (specifically the Use of Emotion and the Control of Emotions), Emotion Work (specifically Emotional Dissonance and the Display of Negative/Unpleasant Emotions), and Social Support (specifically Co-worker Support) predicted 43% of the total variance in Exhaustion A multivariate analysis of variance, which was used to determine differences between ethnic, age, and gender groups with regard to Emotion Work, indicated that participants in the African ethnic group experienced higher levels of Emotional Dissonance than participants in the White ethnic group. Female participants display higher levels of Emotional Dissonance, the Display of Positive/Pleasant Emotions, and the Display of Empathy, while male participants experienced higher levels of the Display of Negative/Unpleasant Emotions. The age group of 42 to 51 experienced lower levels of Emotion Work owing to the experience of Emotional Dissonance, than participants in the age groups of 21 to 31, 32 to 41, and 52 to 66. Masters

WOS: 000331837900008, Objective: Intensive care nurses produce emotional labor through deep acting by generating empathetic emotional and cognitive reactions during their interactions with patients. On the other hand they produce emotional labor through surface acting whereby they forge empathic behaviors towards patients in the absence of appropriate emotional and cognitive actions. The present study explored emotional labor strategies on the basis of empathy among nurses working at intensive care and in-patient units. Methods: The present study was carried out in a state hospital in Istanbul. The sample of the study consisted of 116 nurses. Emotional Labor Scale, the Empathy Scale and a demographic questionnaire were used to gather data. Results: The hypotheses that as compared with in-patient care nurses, the empathy levels of intensive care nurses would be higher; nurses who have high levels of empathy would show higher levels of deep acting and emotional effort than nurses who have medium or low levels of empathy; nurses who have high levels of empathy would show lower levels of surface acting than nurses who have medium or low levels of empathy; and as compared with in-patient care nurses, intensive care nurses would show higher levels of deep acting and emotional effort and lower levels of surface acting, were not supported by the data. Conclusion: The results have shown that intensive-care nurses do not have higher levels of empathy, and they do not use deep acting and emotional effort more than inpatient clinic nurses. These findings indicate that regardless of the characteristics of the working environment, the nurses show empathy and use emotional labor strategies. More research is needed to understand these findings.

We examine the distinctions between ‘playing’ and ‘playing at’ and between deep and surface acting made by Goffman and Hochschild, using examples from stage-rehearsals. This reveals how stage actors switch between these modes and employ various manifestations, rather than using either of them exclusively. The findings are thought to have conceptual implications beyond the particular case of stage acting. One tentative conclusion is that the difference between an actor rehearsing an emotion-laden situation and experiencing a similar situation in real life lies in how the situation is confronted and handled rather than in the actual emotions.