Must service with a smile be stressful? The moderating role of personal control for American and French employees

• 成果类型: Review
• 署名作者: Grandey, AA; Fisk, GM; Steiner, DD
• 署名单位: Pennsylvania Commonwealth System of Higher Education (PCSHE); Pennsylvania State University; Pennsylvania State University - University Park; Universite Cote d'Azur
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/0021-9010.90.5.893
• 发表日期: 2005
• 页码: 893-904
• 关键词: EMOTIONAL LABOR; emotion regulation; BURNOUT; EMOTIONAL EXHAUSTION; Autonomy; Control

摘要

Suppressing and faking emotional expressions depletes personal resources and predicts job strain for customer-contact employees. The authors argue that personal control over behavior, in the job and within the national culture, provides compensatory resources that reduce this strain. With a survey study of 196 employees from the United States and France, the authors supported that high job autonomy buffered the relationship of emotion regulation with emotional exhaustion and, to a lesser extent, job dissatisfaction. The relationship of emotion regulation with job dissatisfaction also depended on the emotional culture; the relationship was weaker for French customer-contact employees who were proposed to have more personal control over expressions than U.S. employees. Theoretical and research implications for the emotion regulation literature and practical suggestions for minimizing job strain are proposed.