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Ainda que a inteligência emocional seja atualmente um tema de ampla exploração na investigação em Psicologia, são ainda escassos os estudos em território nacional que exploram a sua influência em classes profissionais específicas como os professores do Ensino Superior. Esta classe profissional é apontada como sendo uma das que mais necessita de regular as suas emoções para ir ao encontro das expectativas exigidas a estes profissionais, sendo que estas exigências de interação e modificação emocional comportam consequências para estes profissionais, como o burnout. Assim, o presente estudo procura compreender a influência da inteligência emocional na vivência do trabalho emocional em professores do Ensino Superior português, tal como o seu efeito no ajustamento psicológico destes profissionais, operacionalizado em termos de coping resiliente, envolvimento no trabalho e burnout. Participaram neste estudo 115 professores (61.7% do sexo feminino, 37.4% do sexo masculino, 0.9% com identidade não binária), de áreas das ciências sociais e humanas (73.9%) e ciências sociais e exatas (22.5%), a exercer funções em instituições de ES público (57.4%) e privado (42.6%). Os resultados indicam que professores com níveis superiores de inteligência emocional recorrem com mais frequência a estratégias de deep acting e apresentam indicadores mais positivos de ajustamento psicológico, com níveis inferiores de burnout e superiores de coping resiliente e envolvimento no trabalho. Sugere-se no futuro a replicação deste estudo transculturalmente, bem como em classes profissionais distintas para uma melhor compreensão da influência das variáveis em estudo no ajustamento psicológico dos profissionais Although emotional intelligence is currently a topic of wide exploration in Psychology research, studies in the national territory that explore the influence in specific professional classes such as higher education teachers are still scarce. This professional class is considered to be among the ones that most need to regulate their emotions in order to meet the expectations demanded of these professionals, and these demands for interaction and emotional modification have consequences for these professionals, such as burnout. Thus, the present study seeks to understand the influence of emotional intelligence on the experience of emotional labor in Portuguese higher education teachers, as well as its effect on the psychological adjustment of these professionals, operationalized in terms of resilient coping, work engagement and burnout. 115 teachers participated in this study (61.7% female, 37.4% male, 0.9% with non-binary identity), from the areas of social and human sciences (73.9%) and social and exact sciences (22.5%), exercising functions in public (57.4%) and private (42.6%) higher education institutions. The results indicate that teachers with higher levels of emotional intelligence more often resort to deep acting strategies and have more positive indicators of psychological adjustment, with lower levels of burnout and higher levels of resilient coping and work engagement. In the future, it is suggested to replicate this study cross-culturally, as well as in different professional classes for a better understanding of the influence of the variables under study in the psychological adjustment of professionals.

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).

In the quest for the concept of emotional work, it is apparent that comparing to the international context there are much less research done in Sri Lanka. Thus, by filling the existing gap this study analyses the relationship between emotional works and turnover intention of nurses. The problem of the study was to find out whether there is a relationship exists between emotional works and turnover intention of nurses in Sri Lanka. This study applied quantitative and a cross-sectional survey design where data was collected through a structured questionnaire. Random sampling technique was applied to select the sample of 170 nurses in a selected district. Findings revealed that emotional works; surface acting and deep acting are significantly positively related to turnover intention. Meanwhile, findings verified that as a whole there is a significant positive relationship between emotional works and turnover intention of nurses in Sri Lanka. The present study updates the current literature in the arena of emotional works.

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.

Nowadays more and more employees are required to perform emotional labor (EL) which means that they need to express emotions set by the organizational procedures, simultaneously masking the true feelings. Employees, while performing emotional labor, choose between one of the two strategies (surface acting or deep acting) and this leads to e.g., burnout. As the performance of emotional labor and its consequences depend on the specification of work and chosen strategy, it was assumed that the consequences of EL may be different for workers in various occupations.The authors performed a comparative analysis between teachers (N = 129) and professionals of commercial service sector (N = 136). In the analysis the Polish adaptation of deep acting and surface acting scale (DASAS) and the Polish version of OLBI (Oldenburg Burnout Inventory) were used.The statistical verification of hypotheses showed that employees of commercial service sector show a greater tendency toward choosing surface acting than teachers. Furthermore, in the group of teachers negative consequences are more related to emotional exhaustion, while both components of burnout are at the same level among employees of the other group. In both groups of respondents surface acting leads to the increase in burnout.Emotional labor can lead to a variety of negative consequences, e.g., burnout or psychosomatic diseases. Based on this knowledge, organizations can develop standards for the expression of emotions and preventive actions, such as identification with organization, which can counteract the negative EL consequences. Med Pr 2017;68(5):605-615.Coraz częściej w różnych zawodach wymaga się od zatrudnionych wykonywania pracy emocjonalnej (PE), czyli okazywania emocji ustalonych przez procedury organizacyjne, przy równoczesnym maskowaniu prawdziwych uczuć, jeżeli mogłyby zostać negatywnie odebrane przez klienta. Pracownicy, wykonując pracę emocjonalną, sięgają po jedną z 2 strategii działania (płytką lub głęboką), co może prowadzić m.in. do wypalenia zawodowego. Ponieważ wykonywanie pracy emocjonalnej i jej konsekwencje zależą od obranej strategii działania oraz specyfiki pracy, założono, że konsekwencje PE mogą być odmienne dla pracowników wykonujących różne zawody.Dokonano analizy porównawczej między pracą nauczycieli (N = 129) a osób zatrudnionych w sektorze usług komercyjnych (N = 136). Badania przeprowadzono, korzystając ze Skali Płytkiej i Głębokiej Pracy Emocjonalnej oraz polskiej wersji kwestionariusza OLBI (Oldenburg Burnout Inventory – Oldenburski Kwestionariusz Wypalenia Zawodowego).Statystyczna weryfikacja hipotez wykazała, że badane grupy różnią się pod względem obieranego działania: pracownicy usług komercyjnych częściej podejmują pracę emocjonalną o charakterze płytkim niż nauczyciele. W przypadku nauczycieli negatywne konsekwencje w zakresie wypalenia zawodowego częściej dotyczą wyczerpania emocjonalnego niż zaangażowania, natomiast oba komponenty kształtują się na takim samym poziomie wśród pracowników sektora usług komercyjnych. W obu grupach płytkie działanie przyczynia się do wzrostu wypalenia, przy czym w grupie nauczycieli silniejszy związek występował między poziomem wypalenia a ukrywaniem emocji niż ich udawaniem.Praca emocjonalna może być podłożem różnych negatywnych konsekwencji, m.in. wypalenia zawodowego, obniżonego zaangażowania czy chorób psychosomatycznych. W oparciu o tę wiedzę można tworzyć standardy organizacji dotyczące ekspresji emocji oraz działania profilaktyczne, takie jak umożliwienie identyfikacji z organizacją, co przeciwdziała negatywnym konsekwencjom wykonywania PE. Med. Pr. 2017;68(5):605–615.

Based on the specific cultural context to add greater theoretical precision to emotional labor, we developed the Chinese version scale of emotional labor. For a comprehensive construct development and validation of the new scale, we carried out five studies. First, we used grounded theory methodologies, performed analysis of data from field observations of 15 frontline employees through insider's angle (Study 1) and in-depth interviews with 35 employees (Study 2), and preliminarily glimpsed the main content of emotional labor in China. Second, combined with existing literature and open-ended questionnaires with 110 employees (Study 3), we identified four dimensions labeled as surface acting, deep acting, expression of naturally felt emotions and emotion termination, and established the initial items. Third, Study 4 with 166 service workers from China was performed to demonstrate the validity, reliability, and acceptable psychometric properties of the scale and thus formed the formal scale. Finally, multi-wave data with 403 Chinese samples (Study 5) were collected for validating the formal scale. Future researchers can employ this validated scale to investigate emotional labor in Chinese service settings. We expect the emotional labor phenomena in the Chinese context can add valuable and novel insight into the stock of emotional labor knowledge in numerous geographical and cultural contexts.

The opinion that the workplace should be viewed as a rational environment is being swiftly dismantled by acknowledging and harnessing the power of emotions in favour of individual and organisational outcomes. This study explored the lived experiences of emotional labour among women leaders in the consulting industry in South Africa. A qualitative study was conducted and informed by the hermeneutic phenomenological perspective. Data were gathered through in-depth, unstructured interviews with eight women leaders resident in the Gauteng Province, South Africa. The data gathered were analysed by applying a hermeneutic phenomenological analysis, and interpreted from a work- and personally related emotional labour stance. The empirical findings suggest that these women leaders enjoy very little work-life balance, which is accepted as common practice in this industry. Role complexity and personal life obligations result in role conflict. Their emotional wellbeing is adversely affected, which manifests in guilt, loneliness, loss of identity, alienation, shame and the emotional exhaustion they experience. Furthermore, it seems that adequate organisational support is not experienced by women leaders in this volatile, highly pressured emotional context. This study contributes to the field of Industrial and Organisational Psychology, the literature on emotional labour, as well as human resource practices such as talent management, retention strategies and the career management of women leaders in the consulting industry by making suggestions for human resource practices and future research. Keywords: deep acting; emotion regulation; emotional labour; consulting industry; commercial value; surface acting; women in leadership

Emotional labor is characterized by two main regulation strategies: surface acting and deep acting. However, which strategy consumes more energy? To explore this, we used functional near-infrared spectroscopy (fNIRS) to measure changes in hemoglobin density while participants performed a task requiring them to make the opposite emotional facial expression of that presented in a picture. We found that (1) neither surface nor deep acting led to a significant change in hemoglobin concentration in the prefrontal cortex; (2) making negative and positive facial expressions activated the same left front and middle areas of the prefrontal cortex; and (3) making positive facial expressions activated the rear portion of the prefrontal cortex, but making negative facial expressions did not. Based on these findings and past work, we can infer that deep and surface acting may not significantly differ in terms of the activity in the prefrontal cortex energy consumed. Furthermore, engaging in positive and negative emotional labor appear to utilize some of the same neurological mechanisms, although they differ in others.

This study explores the relationship between corporate social responsibility and emotional labor strategies of frontline employees. In particular, the research focuses on the impact of perceived motives of corporate social responsibility on the cynicism, authenticity, and subsequently, the effect of cynicism and authenticity on surface acting and deep acting of frontline employees. Based on the online survey of 258 frontline employees in South Korea and structural equation modeling of the data, the findings show that the selfish motives of corporate social responsibility (CSR) increase cynicism whereas the altruistic motives of corporate social responsibility increase authenticity and decrease cynicism of frontline employees. In addition, this study reveals that CSR-cynicism leads to surface acting and reduces deep acting whereas CSR-authenticity increases deep acting and does not significantly affect surface acting of frontline employees.

This study examines the relationship between corporate social responsibility (CSR) perception and emotional labor strategies, and the effects of the interaction between CSR perception and moral identification on emotional labor strategies via affective organizational commitment. Our data from 352 frontline employees in the service industry show the main effect of CSR perception on emotional labor strategies. We find that CSR perception is positively (negatively) related to deep acting (surface acting). Affective organizational commitment mediates the relationship between CSR perception and surface acting but not between CSR perception and deep acting. Moral identification moderates the effects of CSR perception on surface acting through affective organizational commitment. This paper reveals that the employees' views on their organization's social responsiveness and morality affect their emotional labor strategies.

Despite the growing body of research on emotional labor, little has been known about the social consequences of emotional labor. Drawing on emotional dissonance theory, the authors investigate the relationship between the felt emotional dissonance and prosocial behavior (e.g., donation to a charity). Findings from multiple studies suggest that higher emotional dissonance serially influences perceived lack of control, emotional exhaustion, lowered sympathy for others' feeling, and subsequently lower willingness to help others. When individuals are asked to recall their past experiences of emotional dissonance, they expressed lack of control and emotional exhaustion (Study 3), lower sympathy for others' feeling (Studies 1, 3), and subsequently become less willing to help others both in their intention (Studies 2A and 3) and with actual money (Study 2B). Further, this negative relationship is moderated by the display rules (i.e., surface acting vs. deep acting, Study 3). Managerial and public policy implications are discussed.

Emotions are a part of social work, and how the employees manage and process them can affect the quality of the services that they provide. It is therefore of importance to explore how social workers can manage and process their emotions and which support and possibilities to do so their organizations provide. This study is based on Hochschild´s theory of emotional labour, using her concept deep acting and surface acting. The aim of this study has been to examine similarities and differences in managing emotions between two different social work practices, one social services unit and one treatment unit. In order to explore this we conducted two focus group interviews, one at each unit. The study showed that both units were affected emotionally by their work and the actions of their clients. The treatment unit appears to primarily use deep acting and the social services unit appears to primarily use surface acting. The need to process their emotions is fulfilled in both places, primarily through collegial support and because they themselves creates the time to process, but the organization does not create any specific space for this.

The aim of this study is to reveal the effect of emotional labor and intrinsic motivation on the creativity of the employee. In this context; the relationship between the intrinsic motivation of the employees and the superficial, deep acting, sincere acting and the effect of intrinsic motivation and emotional labor on individual creativity were examined. The population of the study consisted of 526 bank employees in the province of Kırklareli and Edirne in 2019 with easy sampling. The resulting number of surveys available in the surveys is 300. The data collected in the study were analyzed with SPSS 23 program and the data were subjected to Cronbach’s Alpha Analyse, Faktor Analyse, Correlation and Regression analyzes. According to the results obtained from the study, the is a significant positive relationship between the internal motivation of the employees and the deep behavior and sincere behavior. A negative relationship was found between surface acting and intrinsic motivation. In addition, intrinsic motivation and deep acting positively affect individual creativity; surface acting negatively affects individuals creativity. Contrary to what is thought, no sincere acting has any effect on individual creativity. The aim of this study is to reveal the effect of emotional labor and intrinsic motivation on the creativity of the employee. In this context; the relationship between the intrinsic motivation of the employees and the superficial, deep acting, sincere acting and the effect of intrinsic motivation and emotional labor on individual creativity were examined. The population of the study consisted of 526 bank employees in the province of Kırklareli and Edirne in 2019 with easy sampling. The resulting number of surveys available in the surveys is 300. The data collected in the study were analyzed with SPSS 23 program and the data were subjected to Cronbach’s Alpha Analyse, Faktor Analyse, Correlation and Regression analyzes. According to the results obtained from the study, the is a significant positive relationship between the internal motivation of the employees and the deep behavior and sincere behavior. A negative relationship was found between surface acting and intrinsic motivation. In addition, intrinsic motivation and deep acting positively affect individual creativity; surface acting negatively affects individuals creativity. Contrary to what is thought, no sincere acting has any effect on individual creativity.

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 diary study examines the psychological processes that contribute to daily recovery from emotional labor by combining emotion regulation with work-home resources theories. We hypothesized that overall perceptions of display rules relate positively to daily deep and surface acting. Daily surface acting was expected to relate positively to exhaustion and negatively to flow during work and consequently, to a higher need for recovery at the end of the workday. In contrast, daily deep acting was hypothesized to relate positively to flow and negatively to exhaustion and consequently, to a lower need for recovery at the end of the workday. In turn, need for recovery was expected to associate negatively to vigor at bedtime through reduced relaxation during leisure. Fifty Dutch and Polish employees first filled in a survey, and then a diary for five consecutive workdays, twice per day: at the end of the workday and before sleep. Multilevel path analyses largely supported these hypotheses suggesting that surface acting has unfavorable implications, whereas deep acting has favorable implications for daily well-being at work and recovery after work.

Bu çalışmada duygusal emeğin mesleki stres ve işe adanmışlık üzerindeki etkilerini ve mesleki stresin duygusal emek ve işe adanmışlık arasında aracı bir rolü olup olmadığını incelemeyi amaçlamıştır. Araştırmanın kapsamını hali hazırda profesyonel olarak tur rehberliği yapmakta olan kişiler oluşturmaktadır. Araştırma sonucunda duygusal emek boyutlarından olan derin davranış ve işe adanmışlık arasındaki ilişkide olumlu mesleki stresin aracırol oynadığı tespit edilmiştir. Buna karşılık yüzeysel davranış ve işe adanmışlık arasında anlamlı hiçbir ilişki bulunamamıştır. Yüzeysel davranışın olumlu mesleki strese de hiçbir katkısı yoktur. Olumsuz mesleki stresin de aynı şekilde işe adanmışlıkla anlamlı bir ilişkisi bulunmamaktadır. Ayrıca medeni duruma göre yalnızca derin davranış açısından anlamlı bir farklılık tespit edilmiştir. Buna göre evli tur rehberlerinin derin davranış ortalaması bekarların ortalamasından daha yüksek olarak gerçekleşmiştir., This study aimed to examine the effects of emotional labor onoccupational stress and work engagement to work and the role of occupationalstress as a mediator between emotional labor and work engagement. The scope ofthe research is already those who are professional tour guides. As a result ofthe research, it was determined that positive occupational stress plays amediating role between deep acting from emotional labor dimensions and workengagement. On the other hand, there was no significant relationship betweensuperficial acting and work engagement. Also there was no significantrelationship between positive occupational stress and superficial acting.Negative occupational stress does not have a meaningful relationship with workengagement in the same way. There was also a significant difference in maritalstatus only in terms of deep behavior. According to this, married tour guides'deep acting averages were higher than single ones' deep averages.