Emotional labor: dispositional antecedents and the role of affective events

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2010
Yalçın, Aslı
The present study aimed to explore both situational (Emotional Display Rules and Affective Events) and dispositional antecedents (Four of Big Five personality dimensions; Extraversion, Neuroticism, Conscientiousness and Agreeableness) of emotional labor. Potential interaction effects of situational and dispositional variables on emotional labor; and long-term consequences of the construct were also examined. Data were collected from table servers working in cafés, restaurants, and hotels in Ankara, İstanbul, Kuşadası, (Aydın) and Antalya. The study was performed in three stages. In the first stage, diary study was conducted and Affective Events Scale was created for the service work. In the second stage, psychometric properties of the new scale were pilot tested. In the main study, reliabilities of the scales, hypotheses and potential moderation effects were tested with a total sample of 254 employees. Results revealed that emotional display rules were a significant predictor of both surface and deep acting. Positive events positively predicted emotional labor. Among dispositional antecedents, agreeableness was the only dimension that predicted surface acting. Deep acting was predicted by all of the personality dimensions utilized in the study, especially by agreeableness. On the other hand,conscientiousness had a marginally significant moderation effect on the relationship between emotional display rules and surface acting. With respect to consequences of emotional labor, both surface acting and deep acting positively predicted personal accomplishment. Deep acting was also positively related to job satisfaction, and negatively related to turnover intentions. Findings discussed and practical implications, limitations, and directions for future research were presented.

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Citation Formats
A. Yalçın, “Emotional labor: dispositional antecedents and the role of affective events,” M.S. - Master of Science, Middle East Technical University, 2010.