Emotional labor and employee outcomes: A meta-analysis

• 成果类型: Article
• 署名作者: Humphrey, Nicole M.
• 署名单位: University of Miami
• 刊物名称: PUBLIC ADMINISTRATION
• ISSN/ISSBN: 0033-3298
• DOI: 10.1111/padm.12818
• 发表日期: 2023
• 页码: 422-446
• 关键词: JOB-SATISFACTION; service; GENDER; CONSEQUENCES; BURNOUT; antecedents; performance; exhaustion; strategies; RESOURCES

摘要

While there is agreement among scholars that people-work requires emotional labor, there is still some uncertainty about the consequences of emotional labor for employees. This article conducts a random-effects meta-analysis including 545 correlations across 175 primary studies to explore the relationship between emotional labor, burnout, and job satisfaction. The meta-analysis suggests that emotional labor can be both harmful and beneficial to employees, depending on the emotional labor strategy used, that is, surface acting or deep acting. In addition, the meta-regression shows that effect sizes between emotional labor and employee outcomes (i.e., burnout and job satisfaction) differ in collectivist and individualist cultures. The article concludes by discussing the implications of these findings for research and practice.