CHAMELEONIC OR CONSISTENT? A MULTILEVEL INVESTIGATION OF EMOTIONAL LABOR VARIABILITY AND SELF-MONITORING

@inproceedings{Scott2012CHAMELEONICOC,
  title={CHAMELEONIC OR CONSISTENT? A MULTILEVEL INVESTIGATION OF EMOTIONAL LABOR VARIABILITY AND SELF-MONITORING},
  author={Brent A. Scott and Christopher M. Barnes and David T. Wagner},
  year={2012}
}
We introduce the concept of emotional labor variability, which captures individual differences in surface acting and deep acting fluctuations over time. In a multilevel study of 78 customer service employees who provided 522 matched daily surveys over a two-week period, employees who were more variable in their use of surface acting reported lower levels of job satisfaction and higher levels of work withdrawal. Selfmonitoring was positively associated with both the level and variability of… CONTINUE READING
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