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

• 成果类型: Article
• 署名作者: Scott, Brent A.; Barnes, Christopher M.; Wagner, David T.
• 署名单位: Michigan State University; Michigan State University's Broad College of Business; Singapore Management University
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/amj.2010.1050
• 发表日期: 2012
• 页码: 905-926
• 关键词: MANAGING EMOTIONS; job-satisfaction; negative affect; EVERYDAY LIFE; personality; work; STABILITY; depletion; MODEL; performance

摘要

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. Self-monitoring was positively associated with both the level and variability of surface acting, and the effects of surface acting variability on job satisfaction and work withdrawal were weaker when self-monitoring was high. The results for deep acting were inconsistent. Overall, our results demonstrate how the concepts of surface acting variability and deep acting variability can extend theory and research on emotional labor as well as on self-monitoring.