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IS EMOTIONAL LABOR MORE DIFFICULT FOR SOME THAN FOR OTHERS? A MULTILEVEL, EXPERIENCE‐SAMPLING STUDY
Author(s) -
JUDGE TIMOTHY A.,
WOOLF ERIN FLUEGGE,
HURST CHARLICE
Publication year - 2009
Publication title -
personnel psychology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 6.076
H-Index - 142
eISSN - 1744-6570
pISSN - 0031-5826
DOI - 10.1111/j.1744-6570.2008.01129.x
Subject(s) - psychology , emotional labor , social psychology , extraversion and introversion , job satisfaction , mood , emotional exhaustion , affect (linguistics) , experience sampling method , association (psychology) , developmental psychology , personality , clinical psychology , big five personality traits , burnout , communication , psychotherapist
In response to 2 areas for development in the emotional labor literature—(a) the contemporaneous associations between emotional labor and affective reactions, and (b) whether emotional labor might be more personally costly for some employees than others—this study tested a conceptual model explaining the differential effects of deep and surface acting on job satisfaction and emotional exhaustion via their asymmetrical influences on mood, and whether extraverts fare better when engaging in emotional labor. As expected, surface acting was positively associated with negative mood, and this explained some of the association of surface acting with increased emotional exhaustion and decreased job satisfaction. Contrary to hypotheses, deep acting was unrelated to job satisfaction and was associated with lower positive affect. Extraversion moderated several emotional labor relationships such that, in general, surface and deep acting had more positive (or less negative) effects for extraverts (compared to introverts). Overall, the results support the importance of considering the roles of mood and disposition in the impact of emotional labor.