Emotional Labor, Well‐Being, and Performance

David Holman, David Martinez‐Iñigo and Peter Totterdell

in The Oxford Handbook of Organizational Well Being

Published in print November 2008 | ISBN: 9780199211913
Published online September 2009 | | DOI:

Series: Oxford Handbooks in Business and Management C

 Emotional Labor, Well‐Being, and Performance

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There is a relatively wide consensus on the key components of emotional labor and their relationships. These components include affective events, display rules, emotion-rule dissonance, emotion regulation strategies, and genuine and fake emotional displays. Furthermore, researchers are increasingly recognizing the need to develop more differentiated concepts and measures in order to attain a more nuanced understanding of emotional labor and its effects on well-being. This article addresses the more recent and emergent issue of emotional labor, a work demand that has become a growing feature of service sector jobs. The aim of this article is to offer an integrative review of the literature on emotional labor in order to understand its effects on performance and employee well-being. It presents a model of the emotional labor process, and uses this as a basis from which to explore the effects of emotional labor.

Keywords: emotional labor; well-being; emotion-rule dissonance; emotion regulation strategies; service sector jobs

Article.  9823 words. 

Subjects: Business and Management ; Organizational Theory and Behaviour ; Human Resource Management

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