ISSN : 1229-0696
The core aspect of emotional labor is emotional regulation behavior to resolve emotional dissonance between emotional display rules that the organizations require and employee's felt emotion. In this study, we tested attribution about emotional dissonance and positive mood as antecedents of emotional regulation behavior and display rule fairness perception as a moderator. Because emotional labor has a mechanism using emotion that change in individual everyday, we used experience sampling method to free our research from reliance on respondents'(possibly biased) recall and to resolve the problem that one time sampling has. And then, we analyzed this model by using hierarchical linear model that can explain the difference between within-individual level and between-individual level. This study tested research model using data collected from 39 employees of domestic financing service company for 7days. At first, we found that attribution about emotional dissonance has an impact on emotional regulation behavior. Employees who attribute to internal reason show deep acting and employees who attribute to external reason show surface acting. Secondly, positive mood has an impact on emotional regulation behavior. Individuals who have positive mood show deep acting less than who don't have. Thirdly, display rule fairness perception moderates relationship between attribution and emotional regulation behavior. If employees think their rules unfair, they show deep acting less and surface acting more regardless of attribution. At last, display rule fairness perception moderates relationship between positive mood and emotional regulation behavior. If employees feel their rules fair, they show deep acting more regardless of mood. Finally, the theoretical and practical implications of this study were discussed, and the limitation of this study and several directions for future research were also suggested.
통계청 (2007). 경제활동 인구조사,
신강현 ; 이랑 ; 허창구 ; 김재연, (2006) 정서노동 예측시 성격 5요인과 직무환경변수의 역할: 미국 호텔업 종사자를 대상으로, 산업 및 조직
이주일, (1999) 정서적 노동이 체험정서, 표현정서 및 양자간의 불일치에 미치는 효과, 사회 및 성격
Alliger, G. M., Using signal-contingent experience sampling methodology to study work in the field, Personnel Psychology
Arvey, R. D., (1998) Emotionality and job performance: Implications for personnel selection, Research in Personnel and Human Resources Management
Ashforth, B. E., (1995) Emotion in the workplace: A reappraisal, Human Relations
Ashforth,B.E., (2000) Emotional labor and authenticity: Views from service agents. In Emotion in organizations(2nd ed.), Sage.
Ashforth, B. E., (1993) Emotional labor in service roles: The influence of identity, Academy of Management Review
Bailey,J.J, (1996) Service agents, emotional labor, and costs to overall?customer service, Poster presented at the 11th Annual Conference of the Society for Industrial and Organizational Psychology, San Diego, CA.
Baron,R.M., (1972) Effects of locus control and type of feedback on the task performance of lowe-class black children, Journal of Personality and Social Psychology
Best, R. G., (1997) Incumbent perceptions of emotional work requirements, Paper presented at the 12th annual conference of the Society for Industrial and Organizational Psychology, St. Louis, Missouri
Bliese, P. D., (2000) Within-group agreement, non-independence, and reliability: Implications for data aggregation and analysis. In K. J. Klein &?S. W. J. Kozlowski (Eds.), Multilevel theory, research, and methods in organizations, Jossey-Bass.
Brief, A. P., (1995) Cookies, disposition and job attitudes: The effect of positive mood- including events and negative affectivity on job satisfaction in a field experiment, Organizational behavior and Human decision processes
Briner, R. B., (1999) The neglect and importance of emotion at work, European Journal of Work and Organizational Psychology
Brotheridge, C. M., (2002) Emotional labor and burnout: Comparing two perspectives of people work, Journal of Vocational Behavior
Brotheridge, C., (1998) On the dimensionality of emotional lavor: Development and validation of an emotional labor scale, Paper presented at the First Conference on Emotions in Organizational Life
Brotheridge, C., (2002) Testing a conservation resources model of the dynamics of emotional labor, Journal of Occupational Health Psychology
Bryk, A. S., (1992) Hierarchical Linear Models, Sage
Buss, D. M., (1987) Selection, evocation, and manipulation, Journal of Personality and Social Psychology
Cameron, K., (2003) Positive organizational scholarship. Foundations of a new discipline, Berrett- Koehler
Cavanaugh, D. P., (1991) The effects of strategy training and attributional retraining on poor readers.Dissertation Abstracts International,51(7), Dissertation Abstracts International
Chacko, T. I., (1979) Participation in goal setting programs: an attributional analysis, Academy of Management Review
Crandall, V. C., (1965) Children's beliefs in their own control of reinforcement in intellectual -academic achievement situations, Child Development
Cropanzano, R., (2004) The impact of display rules and emotional labor on psychological well-being at work, Research in Occupational stress and well being
Cote,S., (2005) A social interaction model of the effects of emotions regulation on work strain, Academy of Management Review
Csikszentmihalyi, M., (1978) Attention and the holistic approach to behavior. In The stream of consciousness, Plenum
Csikszentmihalyi, M., (1987) Validity and reliability of the experience sampling method, Journal of Nervous and Mental Disease
Diefendorff, J. M., (2003) Understanding the emotional labor process: a control theory perspective, Journal of Organizational Behavior
Diefendorff, J. M., (2003) Antecedents and consequences of emotional display rule perceptions, Journal of Applied Psychology
Diefendorff, J. M., (2006) Are emotional display rules formal job requirements? Examination of employee and supervisor perceptions, Journal of Occupational and Organizational Psychology
Duttweiler, P. C., (1984) The Internal Control Index: A Newly Developed Measure of Locus of Control, Educational and Psychological Measurement
Ekman,P, (1973) Cross-cultural studies of facial expression. Darwin and facial expression: A century of research in review, Academic
Fineman,S, (1993) Organizations as emotional arenas in Emotion in organizations,, Sage.
Frijda,N.H., (1986) The emotions, Cambridge University Press.
Frijda, N. H, (1993) Moods, emotion episodes, and emotions. In Handbook of emotions, The Guilford Press.
Goffman, E., (1969) The Presentation of Self in Everyday Life, Penguin
Grandey, A. A, (2000) Emotion regulation in the workplace: A new way to conceptualize emotional labor, Journal of Occupational Health Psychology
Grandey, A., (2002) The Emotion regulation behind the customer service smile, In Emotions in the Workplace: Understanding the structure and role of emotions in organizational behavior, Jossey-Bass.
Grandey, A. A., (2003) When “The show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery, Academy of Management Journal
Grandey, A. A., (2005) Must “Service with a smile” be stressful? The moderating role of personal control for American and French employees, Journal of Applied Psychology
Greenberg, J., (1996) The quest for justice on the job, SAGE Publications
Greenberg, J., (2005) What is the role of control in organizational justice?: Handbook of organizational justice, Lawrence Erlbaum Associates.
Gross,J.J, (1998) Antecedent- and response- focused emotion regulation: Divergent consequences for experiences for experience, expression, and psychology, Journal of Personality and Social Psychology
Gross, J. J., (2003) Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being, Journal of Personality and Social Psychology
Gutek, B. A., (1995) The dynamics of service, Jossey Bass.
Hair, J. F., (1998) Multivariate data analysis(5th ed.), Prentice Hall
Hatfield, E., (1994) Emotional Contagion, Cambridge University Press
Heider, F., (1958) The psychology of interpersonal relations, Wiley
Hektner, J. M., (2007) Experience Sampling Method: Measuring the quality of everyday life, Sage
Hochschild, A. R, (1983) he Managed Heart: Commercialization of Human Feeling, University of California Press
Ilies, R., (2002) Understanding the dynamic relationship between personality, mood, and job satisfaction: A field experience-sampling study, Organizational Behavior and Human Decision Processes
Ilies, R., (2006) The Interactive effects of personal traits and experienced states on intraindividual patterns of citizenship behavior, Academy of Management Journal
James, N., (1989) Emotional Labor: Skill and Work in the Social Regulation of Feelings, The Sociological Review
Jones,R.G.,& Best,R.G, (1995) A further examination of the nature and impact of emotional work requirements in individuals and organizations, Paper presented at the annual meeting of the Academy of Management, Vancouver, British Columbia.
Judge, T. A., (2006) Hostility, Job Attitudes, and Workplace Deviance: Test of a Multilevel Model, Journal of Applied Psychology
Kruml, S. M., (2000) Catching fire without burning out: is there an ideal way to perform emotional labor? in Emotions in the Workplace: Research, Theory, and Practice, , Quorum Books
Lazarus, R. S., (1991) Emotion and adaptation, Oxford University Press.
Lazarus, R. S., (1984) Stress, Appraisal and Coping, Springer Publishing Company Inc.
Levenson, H., (1981) Differentiating among internality, powerful others, and chance, Research with the locus of control contract
Levenson, R. W, (1994) I. Human emotion: A functional view. Ⅱ. The Search for autonomic specificity. Ⅲ. Emotional control: Variation and consequences. In P. Ekman & R. Davidson(Eds.). The nature of emotion. Fundamental questions, Oxford University Press.
Lewin, K, (1938) The conceptual representation and measurement of psychological forces, Duke University Press
Martin, J., (1998) An alternative to bureaucratic impersonality and emotional labor: Bounded emotionality at The Body Shop, Administrative Science Quarterly
Miner, A. G., (2005) Experience sampling mood and its correlates at work, Journal of Occupational and Organizational Psychology
Morris, J. A., (1996) The dimensions, antecedents, and consequences of emotional labor, Academy of Management Review
Muchinsky, P. M., (2000) Psychology applied to work: An introduction to industrial and organizational psycholog, Wadsworth/ Thomas Learning
Mulligan, C., (2000) Time use and population representation in the sloan study of adolescents. NBER Technical Working Paper 265,
Niklas, C. D., (2005) The impact of state affect on job satisfaction, European Journal of Work and Organizational Psychology
Nunnally, J. C, (1997) Psychometric theory (2nd Ed.) in Second European Survey on the work environment 1995. Dublin. Ireland: European Foundation for the Improvement of Living and Working Conditions, McGraw-Hill
Parasuraman, A., (1985) A conceptual model of service quality and its implications for future research, Journal of Marketing
Pugh, S. D., (2001) Service with a smile: Emotional contagion in the service encounter, Academy of Management Journal
Pugh, S. D., (2002) Emotional regulation in indeividuals and dyads: Causes, costs, and consequences. In Emotions in the workplace, Jossey-Bass.
Putnam, L L., (1993) Organizations, Emotions, and the Myth of Rationality. In Emotion in Organizations, Sage.
Rafaeli, A., (1987) Expression of emotion as part of the work role, Academy of Management Review
Rafaeli, A., (2001) Individual Emotion in Work Organizations, Social Science Information Sur Les Sciences Sociales
Roseman, I. J., (2001) A model of appraisal in the emotion system: Integrating theory, research, and applications. In Appraisal processes in emotion: Theory, methods, and research: 68-91, Oxford University Press
Rotter, J. B., (1996) Generalized expectancies for internal versus External control of Reinforcement, Psychological Monographs
Salancik, G., (1978) A social information processing approach to job attitudes and task design, Administrative Science Quarterly
Sank, Z. B., (1973) Some attitudes and behavioral correlates of a belief in militant or moderate social action, Journal of Social Psychology
Schaubroeck, J., (2000) Antecedents of workplace emotional labor dimensions and moderators of their effects in physical symptoms, Journal of Organizational Behavior
Scherer,K.R., (1984) In the nature and functions of emotion: A component process approach. In Approaches to emotion: 293-317, Lawrence Erlbaum Associates
Schwartz, J. E., (1998) Stratefies for analyzing ecological momentary assessment data, Health Psychology
Seo, M., (2004) The role of affective experience in work motivation, Academy of Management Review
Sinclair, R. C., (1992) The influence of mood state on judgment and action: Effects on persuation, categorization, social justice, person perception and judgmental accuracy. In The construction of social judgments, NJL Lawrence Erlbaum.
Stanislovosky,C., (1965) an actor prepares.New, theatre Arts Books.
Staw, B. M., (1994) Employee positive emotion and favorable outcomes at the workplace, Organization Science
Steinberg, R., (1999) Emotional demands at work: A hob content analysis, Annuals of the Ametican Academy of Political and Social Science
Thompson, P, (2002) Work Organisations, 3rd edition, Palgrave
Tschan, F., (2005) It's not only clients: Studying emotion work with clients and co-workers with an event- sampling approach, Journal of Occupational and Organizational Psychology
VanMaanen, J., (1989) Real feelings: Emotional expression and organizational culture, Research in Organizational Behavior
Watson, D., (1988) Journal of Personality and Social Psychology, Psychology
Watson, D., (1985) Toward a consensual structure of mood, Psychological Bulletin
Weiner, B., (1979) A theory of motivation for some classroom experiences, Journal of educational psychology
Weiner, B., (1970) An attributional analysis of achievement motivation, Journal of Personality and Social Psychology
Weiss, H., (1996) Affective events theory: A theoretical discussion of the structure, causes, and consequences of affective experiences at work, Research in Organizational Behavior
Weiss, H. M., (1999) An examination of the joint effects of affective experiences and job beliefs on job satisfaction and variations in affective experiences over time, Organizational Behavior and Human Decision Processes
Wharton, A. S., (1993) The affective consequences of service work: Managing emotions on the job, Work and Occupations
Yarmey, A. D., (1979) The psychology of eyewitness testimony, The Free Press
Zammuner,V.L., (2003) Emotional labor and well-being: An overview of results obtained in various iralian samples performing different service jobs. Presentazione al ? European Association of Work and Organizational Psychology Congress, Lisbona, Portogallo,
Zapf,D., (2006) On the positive and negative effects of emotion work in organizations, European Journal of Work and Organizational Psychology
of emotion work in organizations, European Journal of Work and Organizational Psychology, 15(1), 1-28,
Zapf, D., (1999) Emotion work as a source of stress: The concept and development of an instrument, European Journal of Work and Organizational Psychology