Emotional labor in knowledge-based service relationships: The roles of self-monitoring and display rule perceptions
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AbstractFocusing on knowledge-based service relationships, this study examined knowledge-based service workers’ (i.e., school teachers) emotional labor process and the consequential outcomes for their well-being. The study also examined the roles of two antecedents, namely, teachers’ perceptions of display rules and self-monitoring tendencies. A sample of 1,656 school teachers participated in the study. The results showed that self-monitoring generally had stronger, though maladaptive, effects than display rule perceptions on individuals’ use of emotional labor strategies (ELS) (i.e., surface acting and deep acting) and well-being (i.e., anxiety, depression, contentment, and enthusiasm). Both self-monitoring and display rule perceptions were positively related to two ELS. There were relatively stronger relationships between self-monitoring and surface acting, and between display rule perceptions and deep acting. Surface acting was positively related to anxiety and depression and negatively related to contentment and enthusiasm. Deep acting was positively related to anxiety, contentment, and enthusiasm. The examination of indirect effects showed that self-monitoring was positively related to anxiety and depression and negatively related to enthusiasm and contentment. Display rule perceptions were weakly, but positively, related to anxiety and depression. These results suggest that self-monitoring may be less beneficial than previously thought. Knowledge-based service workers’ display rule perceptions and deep acting may not necessarily be harmful to their well-being, but reflect their role identification and commitment. Theoretical contributions and practical suggestions of this study were discussed.
All Author(s) ListShenghua Huang, Hongbiao Yin, Lifang Tang
Journal nameFrontiers in Psychology
Detailed descriptionSSCI journal
Year2019
Month4
Day9
Volume Number10
PublisherFRONTIERS MEDIA SA
Article number801
ISSN1664-1078
LanguagesEnglish-United States
Keywordsknowledge-based service, emotional labor, well-being, self-monitoring, display rule perceptions

Last updated on 2020-28-05 at 04:10