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 -