A MULTILEVEL FIELD INVESTIGATION OF EMOTIONAL LABOR, AFFECT, WORK WITHDRAWAL, AND GENDER

• 成果类型: Article
• 署名作者: Scott, Brent A.; Barnes, Christopher M.
• 署名单位: Michigan State University; Michigan State University's Broad College of Business; United States Military Academy; United States Department of Defense; United States Army
• 刊物名称: ACADEMY OF MANAGEMENT JOURNAL
• ISSN/ISSBN: 0001-4273
• DOI: 10.5465/AMJ.2011.59215086
• 发表日期: 2011
• 页码: 116-136
• 关键词: self-regulation; MODERATING ROLE; sex-differences; experience; service; CONSEQUENCES; expression; Mediation; SMILE; MODEL

摘要

Using experience-sampling methodology, we examined within-individual relationships among emotional labor, negative and positive affective states, and work withdrawal, as well as the moderating role of gender. Fifty-eight bus drivers completed two daily surveys over a two-week period, producing 415 matched surveys. Results of hierarchical linear models revealed that affective states worsened when employees engaged in surface acting but improved when they engaged in deep acting. Surface acting was positively associated with work withdrawal, and state negative affect mediated this relationship. Results also revealed moderating effects of gender: the within-individual relationships were stronger for females than for males.