Emotional labor and burnout: comparing two perspectives of "people work (2002)
| Venue: | Journal of Vocational Behavior |
| Citations: | 111 - 3 self |
BibTeX
@ARTICLE{Brotheridge02emotionallabor,
author = {Céleste M. Brotheridge and Alicia A. Grandey},
title = {Emotional labor and burnout: comparing two perspectives of "people work},
journal = {Journal of Vocational Behavior},
year = {2002},
pages = {17--39}
}
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Abstract
Although it has often been presumed that jobs involving “people work ” (e.g., nurses, service workers) are emotionally taxing (Maslach & Jackson, 1982), seldom is the emo-tional component of these jobs explicitly studied. The current study compared two perspec-tives of emotional labor as predictors of burnout beyond the effects of negative affectivity: job-focused emotional labor (work demands regarding emotion expression) and employee-focused emotional labor (regulation of feelings and emotional expression). Significant dif-ferences existed in the emotional demands reported by five occupational groupings. The use of surface-level emotional labor, or faking, predicted depersonalization beyond the work de-mands. Perceiving the demand to display positive emotions and using deep-level regulation were associated with a heightened sense of personal accomplishment, suggesting positive benefits to this aspect of work. These findings suggest new antecedents of employee burnout and clarify the emotional labor literature by comparing different conceptualizations of this concept. C ° 2002 Elsevier Science The burnout syndrome entails three distinct states in which employees feel emo-tionally “spent ” (emotional exhaustion), display a detached attitude toward others (depersonalization), and experience a low sense of efficacy at work (diminished personal accomplishment) (Maslach & Jackson, 1986). Burnout has been con-sistently linked with physiological and affective outcomes (Burke & Greenglass,
Keyphrases
emotional labor maslach jackson heightened sense emotional demand emotion expression new antecedent deep-level regulation emo-tional component emotional exhaustion personal accomplishment employee-focused emotional labor elsevier science service worker current study negative affectivity detached attitude positive emotion work de-mands emotional expression different conceptualization burke greenglass emotional labor literature positive benefit employee burnout occupational grouping low sense burnout syndrome entail surface-level emotional labor job-focused emotional labor distinct state affective outcome significant dif-ferences diminished personal accomplishment
