Synthesizing what we know and looking ahead: A meta-analytical review of 30 years of emotional labor research

Gang Wang, Scott E. Seibert, Terry L. Boles

Research output: Chapter in Book/Report/Conference proceedingChapter

36 Scopus citations

Abstract

The purpose of the current chapter is to meta-analytically examine the nomological network around emotional labor. The results show that negative display rules, high level of job demand, frequent contacts with customers, and lack of autonomy and social support are significantly related to surface acting, whereas display rules, opportunities to display various emotions, and frequent, intensive, and long time contacts with customers are significantly related to deep acting. Further, people high on negative affectivity and neuroticism are more likely to surface act, whereas people high on positive affectivity and extraversion are more likely to deep act. In addition, surface acting is mainly associated with undesirable work outcomes, whereas deep acting is mainly related to desirable work outcomes.

Original languageEnglish (US)
Title of host publicationWhat Have We Learned? Ten Years On
EditorsCharmine Hartel, Neal Ashkanasy, Wilfred Zerbe
Pages15-43
Number of pages29
DOIs
StatePublished - 2011
Externally publishedYes

Publication series

NameResearch on Emotion in Organizations
Volume7
ISSN (Print)1746-9791

All Science Journal Classification (ASJC) codes

  • Organizational Behavior and Human Resource Management

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