Display rule regulators: The relationship between supervisors and worker emotional exhaustion

• 成果类型: Article
• 署名作者: Wilk, SL; Moynihan, LM
• 署名单位: University of Pennsylvania; University of London; London Business School
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/0021-9010.90.5.917
• 发表日期: 2005
• 页码: 917-927
• 关键词: emotional exhaustion; interpersonal job demands; SUPERVISORS; call center workers

摘要

This field study examined the effect of supervisory regulation of display rules-the rules about what kind of emotion to express on the job (R. Ekman, 1992; A. Rafaeli & R. I. Sutton, 1987)-on the emotional exhaustion of subordinates. On the basis of a sample of 940 call center employees, the authors found that worker emotional exhaustion varied across supervisors within jobs, suggesting that emotion work is influenced at the supervisory, rather than job, level. Moreover, the authors found that the importance supervisors place on interpersonal job demands of their workers was positively related to worker emotional exhaustion. Worker career identity moderated the interpersonal-job-demands-emotional-exhaustion relationship, but self-efficacy did not. Study conclusions and suggestions for future research are provided.