EMOTIONAL LABOR IN SERVICE ROLES - THE INFLUENCE OF IDENTITY

• 成果类型: Review
• 署名作者: ASHFORTH, BE; HUMPHREY, RH
• 署名单位: Wayne State University
• 刊物名称: ACADEMY OF MANAGEMENT REVIEW
• ISSN/ISSBN: 0363-7425
• DOI: 10.2307/258824
• 发表日期: 1993
• 页码: 88-115
• 关键词: ORGANIZATIONAL-BEHAVIOR; BILL COLLECTORS; STRESS RESEARCH; work; expression; self; management; NORMS; strategies; STABILITY

摘要

Emotional labor is the display of expected emotions by service agents during service encounters. It is performed through surface acting, deep acting, or the expression of genuine emotion. Emotional labor may facilitate task effectiveness and self-expression, but it also may prime customer expectations that cannot be met and may trigger emotive dissonance and self-alienation. However, following social identity theory, we argue that some effects of emotional labor are moderated by one's social and personal identities and that emotional labor stimulates pressures for the person to identify with the service role. Research implications for the micro, meso. and macro levels of organizations are discussed.