Open AccessEmotional labor: A comprehensive literature review
Author(s) -
Chun Yang,
Aobo Chen
Publication year - 2021
Publication title -
human systems management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.319
H-Index - 28
eISSN - 1875-8703
pISSN - 0167-2533
DOI - 10.3233/hsm-200937
Subject(s) - clarity , nomological network , emotional labor , construct (python library) , psychology , social psychology , field (mathematics) , empirical research , computer science , marketing , business , epistemology , biochemistry , chemistry , philosophy , mathematics , pure mathematics , programming language , service (business)
BACKGROUND: Despite the obvious importance of emotional labor for employees, organizations, and customers, a lack of coherence and clarity around the construct has impeded its development. OBJECTIVE: Our study aims to provide a comprehensive review of emotional labor spanning about 40 years. METHODS: Our study used a qualitative literature review method along with a theoretically derived path diagram of key emotional labor constructs. We also used meta-analysis to explore the relationship between emotional labor and outcomes in different national contexts. RESULTS: We expect our research to expand the field in five different ways. First, we review contemporary theoretical conceptualizations of emotional labor and its dimensions. Second, we summarize seven existing measures of emotional labor in light of their contents. Third, we map the theoretical and nomological network of emotional labor about its antecedents, outcomes, moderators, mediators. Fourth, we use meta-analysis to explore the relationship between emotional labor and other variables in different contexts. Finally, we conclude by showing a detailed future research agenda to bring the field forward from different perspectives, including theoretical and empirical advancement. CONCLUSIONS: Overall, our review provides a whole picture of where the literature has been and where it should go.