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TOWARDS EXPLAINING EMOTIONAL LABOR: THE ROLE OF EMOTIONAL DISCREPANCIES

Barger, Patricia B
http://rave.ohiolink.edu/etdc/view?acc_num=bgsu1161882333

Abstract Details

2006, Master of Arts (MA), Bowling Green State University, Psychology/Industrial-Organizational.
While previous research has posited that organizational display rules and employee affect are important predictors of emotional labor, the mechanism underlying these is unclear. The current study offers the concept of emotional discrepancy as a variable that may help explain how display rules and affect give rise to emotional labor. Emotional discrepancies are created when employees’ affect is discrepant from the organizational display rule, thereby motivating them to engage in emotional labor to reduce the discrepancy. A laboratory simulation was conducted whereby participants acted as either a bill collector or campus tour guide. The results revealed that emotional discrepancy significantly predicted emotional labor and dispositional affect and display rules interacted to predict emotional discrepancies. Lastly, the results indicated that emotional discrepancy mediated the relationship between display rules and emotional labor, pointing to the importance of including this construct in future emotional labor models. Implications and future directions are discussed.
Jennifer Gillespie (Advisor)
77 p.
Psychology, Industrial
Emotional Labor; Emotional Discrepancy; Display Rules; Positive Affect; Negative Affect

Recommended Citations

Citations

  • Barger, P. B. (2006). TOWARDS EXPLAINING EMOTIONAL LABOR: THE ROLE OF EMOTIONAL DISCREPANCIES [Master's thesis, Bowling Green State University]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=bgsu1161882333

    APA Style (7th edition)

  • Barger, Patricia. TOWARDS EXPLAINING EMOTIONAL LABOR: THE ROLE OF EMOTIONAL DISCREPANCIES. 2006. Bowling Green State University, Master's thesis. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=bgsu1161882333.

    MLA Style (8th edition)

  • Barger, Patricia. "TOWARDS EXPLAINING EMOTIONAL LABOR: THE ROLE OF EMOTIONAL DISCREPANCIES." Master's thesis, Bowling Green State University, 2006. http://rave.ohiolink.edu/etdc/view?acc_num=bgsu1161882333

    Chicago Manual of Style (17th edition)

bgsu1161882333
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© 2006, all rights reserved.
This open access ETD is published by Bowling Green State University and OhioLINK.