Emotions and Emotional Labor at Worker-Owned Businesses: Deep Acting, Surface Acting, and Genuine Emotions

@article{Hoffmann2016EmotionsAE,
  title={Emotions and Emotional Labor at Worker-Owned Businesses: Deep Acting, Surface Acting, and Genuine Emotions},
  author={Elizabeth A. Hoffmann},
  journal={The Sociological Quarterly},
  year={2016},
  volume={57},
  pages={152 - 173}
}
Members of worker cooperatives—organizations collectively owned and democratically run by their workers—report substantial differences in how they can or must perform various emotions, compared with previous work at conventional, hierarchical organizations. First, some emotions not allowed in conventional workplaces are fully permitted at worker cooperatives, including negative emotions, like anger, but also positive emotions, like enthusiasm. In contrast, other emotions must be displayed, even… 

The Emotional Dynamics of Workplace Democracy: Emotional Labor, Collective Effervescence, and Commitment at Work

Collectivist organizations like worker cooperatives are known for requiring high levels of participation, striving toward community, and making space for affective relationships among their members.

Genuine Emotions When Facing Aggressive Customers in the Hospitality Industry: A Conceptual Framework

Service employees engage in Emotional Labor (EL), either through surface acting (SA) or deep acting (DA), when they interact with aggressive customers, so that they are able to abide to the

Coping with emotional labor in high stress hospitality work environments

ABSTRACT Hospitality environments, particularly casino VIP rooms, are often overlooked as “high stress” work environments. Faced with challenging work situations, frontline employees experience

Investigation of Emotional Labor Levels of Hotel Employees in Terms of Demographic Variables

Emotional labor is used as an instrument in order to accomplish elements such as employee performance, good image formation and customer relationship development in tourism, as in other service

Managing emotional labour consequences during aggressive customers' interactions : a study of the Cyprus hospitality industry

This doctoral investigation explores the area of emotional labour in relation to aggressive customers’ behaviours. In more detail, it is focussing on the way employees engage in emotional labour,

Emotional Labor and Its Association with Emotional Exhaustion through Cultural Intelligence

This study seeks to investigate the association of emotional labour with emotional exhaustion among employees. This study focuses on the moderating role of cultural intelligence between emotional

Emotional labor and its association with emotional exhaustion through cultural intelligence

Abstract This study seeks to investigate the association of emotional labour with emotional exhaustion among employees. This study focuses on the moderating role of cultural intelligence between

Genuine, Independent, Holistic, and Appropriate: Four Considerations for the Optimization of Positive Interventions

People desire to be happy but do not always know how to do so. As a relatively new field of psychology, positive psychology offers a host of research and positive interventions aimed at increasing

References

SHOWING 1-10 OF 71 REFERENCES

Emotion regulation in the workplace: a new way to conceptualize emotional labor.

  • A. Grandey
  • Business
    Journal of occupational health psychology
  • 2000
The purposes of this article are to provide a definition of emotional labor that integrates these perspectives, to discuss emotion regulation as a guiding theory for understanding the mechanisms ofotional labor, and to present a model of emotional Labor that includes individual differences and organizational factors.

The Managed Heart: Commercialization of Human Feeling

This book examines two groups of public-contact workers: flight attendants and bill collectors and finds that an emotional laborer can become estranged not only from her own expressions of feeling, but also from what she actually feels.

The Dimensions, Antecedents, and Consequences of Emotional Labor

This article conceptualizes the emotional labor construct in terms of four dimensions: frequency of appropriate emotional display, attentiveness to required display rules, variety of emotions to be

Doing for Others on the Job: The Affective Requirements of Service Work, Gender, and Emotional Well-Being

American workers face an economy that has shifted from the industrial production of goods to the postindustrial production of services. For many, job success depends on one's ability to produce

Reciprocal Emotion Management

Using qualitative evidence, the concept of reciprocal emotion management is introduced and the role it plays in the reproduction of status inequality in the workplace is illustrated. Reciprocal

The Consequences of Emotional Labor: Effects on Work Stress, Job Satisfaction, and Well-Being

Although early research suggested that the performance of emotional labor had deleterious effects on workers, recent empirical investigations have been equivocal. The performance of emotional labor

Emotional Expression at Work and at Home: Domain, Status, or Individual Characteristics?

Using the emotions module of the 1996 General Social Survey, we examine strategies that individuals use to express emotion. We focus on anger, one of the emotions most problematic or potentially

Client Contact and Emotional Labor

This article examines the effect of client contact on the emotional labor performed by paralegals employed in both consumer- and commercial-oriented law firms. Consumer-oriented law refers to

Talking Feelings: The Collaborative Construction of Emotion in Talk Between Close Relational Partners

This article reports findings from recent investigations into emotional talk between close relational partners. These findings are based upon 44 half-hour videotaped and transcribed conversations of

Emotional labor, burnout, and inauthenticity: Does gender matter?

A number of researchers have examined the conditions under which individuals perform emotional labor and the effects of such labor on psychological well-being. Much of this research has been limited
...