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Motives for Managing Emotions at Work

Saluan, Christina M.
http://rave.ohiolink.edu/etdc/view?acc_num=akron1247491725

Abstract Details

2009, Master of Arts, University of Akron, Psychology-Industrial/Organizational.
Emotional labor theory suggests that individuals manage their emotions in customer interactions because they are paid to do so (Hochschild, 1983). However, recent theoretical work by Bolton (2005) suggests that individuals may have a variety of motives for managing their emotions in such interactions. The present study examined motives for managing emotions at work using Bolton’s (2005; Bolton & Boyd, 2003) theory as a guide. In the process, this study created a measure to assess these motives, the Emotional Labor Motives Scale. A set of items was generated and distributed to a sample of service employees, along with other measures aimed at examining the antecedents and consequences of the motives. Factor analysis supported the existence of the four motives described by Bolton: pecuniary, prescriptive, presentational, and philanthropic; as well as two additional motives: to avoid punishment and for intrinsic reasons. In terms of antecedent conditions, autonomy orientation was positively related to the prescriptive, presentational, philanthropic, and intrinsic motives, controlled orientation was positively related to the punishment, pecuniary, and presentational motives, and O*NET job characteristics were not predictive of motive use. In terms of outcomes, the punishment, prescriptive, and intrinsic motives were related to the emotional labor strategies, whereas the punishment and intrinsic motives were related to well-being outcomes. Results suggest that motives for performing emotional labor exist and are associated with unique antecedents and outcomes in the emotional labor process.
James M. Diefendorff, PhD (Advisor)
105 p.
Organizational Behavior; Psychology
emotional labor; motivation; self-determination theory; path analysis

Recommended Citations

Citations

  • Saluan, C. M. (2009). Motives for Managing Emotions at Work [Master's thesis, University of Akron]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=akron1247491725

    APA Style (7th edition)

  • Saluan, Christina. Motives for Managing Emotions at Work. 2009. University of Akron, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=akron1247491725.

    MLA Style (8th edition)

  • Saluan, Christina. "Motives for Managing Emotions at Work." Master's thesis, University of Akron, 2009. http://rave.ohiolink.edu/etdc/view?acc_num=akron1247491725

    Chicago Manual of Style (17th edition)

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© 2009, all rights reserved.
This open access ETD is published by University of Akron and OhioLINK.