Angry, Guilty, and Conflicted: Injustice Toward Coworkers Heightens Emotional Labor Through Cognitive and Emotional Mechanisms

• 成果类型: Article
• 署名作者: Spencer, Sharmin; Rupp, Deborah E.
• 署名单位: DePauw University; University of Illinois System; University of Illinois Chicago; University of Illinois Chicago Hospital; University of Illinois System; University of Illinois Chicago; University of Illinois Chicago Hospital
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/a0013804
• 发表日期: 2009
• 页码: 429-444
• 关键词: customer injustice; coworker treatment; EMOTIONAL LABOR; emotions; COUNTERFACTUAL THINKING

摘要

This study drew on fairness theory and affective events theory to explain why individuals' emotional labor is impacted by injustice extended toward coworkers by their customers. Pairs of participants worked side by side as customer-service representatives for a simulated organization. They interacted with fair/unfair customers as well as observed face-to-face service encounters between their coworker and fair/unfair customers. Results indicated that participants' emotional labor increased both as a result of unfairness directed toward themselves as well as toward their coworkers. These effects were mediated by both discrete emotions and fairness-related counterfactual thinking and were significant even when the participants themselves had been treated fairly.