Being Recovered as an Antecedent of Emotional Labor: A Diary Study
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In: Journal of Personnel Psychology, Vol. 21, No. 4, 01.10.2022, p. 197-207.
Research output: Journal contributions › Journal articles › Research › peer-review
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TY - JOUR
T1 - Being Recovered as an Antecedent of Emotional Labor
T2 - A Diary Study
AU - Shoshan, Hadar Nesher
AU - Venz, Laura
AU - Sonnentag, Sabine
N1 - Publisher Copyright: © 2022 The Author(s). Distributed as a Hogrefe OpenMind article under the license CC BY 4.0.
PY - 2022/10/1
Y1 - 2022/10/1
N2 - Emotional labor is ubiquitous in service work, but little is known about what enables service employees to use desirable strategies such as deep acting. Applying conservation of resources theory, we hypothesized that being recovered is a crucial resource for deep acting, especially for employees with low customer orientation and low positive affectivity, and even needed for surface acting when employees have high negative affectivity. Sixty-five service employees answered 298 daily surveys. Multilevel analysis showed that morning being recovered predicts daily deep acting, but not surface acting. When being recovered, employees with low customer orientation engaged more in deep acting, whereas employees with high negative affectivity engaged more in surface acting. The findings highlight the role of different resources for emotional labor.
AB - Emotional labor is ubiquitous in service work, but little is known about what enables service employees to use desirable strategies such as deep acting. Applying conservation of resources theory, we hypothesized that being recovered is a crucial resource for deep acting, especially for employees with low customer orientation and low positive affectivity, and even needed for surface acting when employees have high negative affectivity. Sixty-five service employees answered 298 daily surveys. Multilevel analysis showed that morning being recovered predicts daily deep acting, but not surface acting. When being recovered, employees with low customer orientation engaged more in deep acting, whereas employees with high negative affectivity engaged more in surface acting. The findings highlight the role of different resources for emotional labor.
KW - dynamic emotional labor
KW - state of being recovered
KW - trait affect
KW - customer orientation
KW - diary study
KW - Business psychology
KW - Management studies
UR - http://www.scopus.com/inward/record.url?scp=85127684127&partnerID=8YFLogxK
UR - https://www.mendeley.com/catalogue/de14197e-d322-3595-abd1-2d4c6d3f501e/
U2 - 10.1027/1866-5888/a000302
DO - 10.1027/1866-5888/a000302
M3 - Journal articles
VL - 21
SP - 197
EP - 207
JO - Journal of Personnel Psychology
JF - Journal of Personnel Psychology
SN - 1866-5888
IS - 4
ER -