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Journal of Applied Psychology
Article
License: CC BY NC ND
Data sources: UnpayWall
Journal of Applied Psychology
Article . 2015 . Peer-reviewed
Data sources: Crossref
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Emotional labor actors: A latent profile analysis of emotional labor strategies.

Authors: Allison S. Gabriel; Michael A. Daniels; James M. Diefendorff; Gary J. Greguras;

Emotional labor actors: A latent profile analysis of emotional labor strategies.

Abstract

Research on emotional labor focuses on how employees utilize 2 main regulation strategies-surface acting (i.e., faking one's felt emotions) and deep acting (i.e., attempting to feel required emotions)-to adhere to emotional expectations of their jobs. To date, researchers largely have considered how each strategy functions to predict outcomes in isolation. However, this variable-centered perspective ignores the possibility that there are subpopulations of employees who may differ in their combined use of surface and deep acting. To address this issue, we conducted 2 studies that examined surface acting and deep acting from a person-centered perspective. Using latent profile analysis, we identified 5 emotional labor profiles-non-actors, low actors, surface actors, deep actors, and regulators-and found that these actor profiles were distinguished by several emotional labor antecedents (positive affectivity, negative affectivity, display rules, customer orientation, and emotion demands-abilities fit) and differentially predicted employee outcomes (emotional exhaustion, job satisfaction, and felt inauthenticity). Our results reveal new insights into the nature of emotion regulation in emotional labor contexts and how different employees may characteristically use distinct combinations of emotion regulation strategies to manage their emotional expressions at work.

Country
Singapore
Keywords

Adult, Employment, Male, surface acting, Emotions, Employee Characteristics, Personal Satisfaction, Organizational Behavior and Theory, employee well-being, Job Satisfaction, Emotional Regulation, emotional labor, latent profile analysis, Humans, Female, Interpersonal Relations, Human Resources Management, deep acting, Fatigue

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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
305
Top 0.1%
Top 1%
Top 1%
Green
hybrid