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111
An episodic process model of affective influences on performance
- Journal of Applied Psychology
, 2005
"... An episodic process model of affective ..."
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Customer reactions to emotional labor: The roles of employee acting strategies and customer detection accuracy.
- Academy of Management Journal
, 2009
"... In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes. Dyadic survey data from 285 service interactions between employees and customers show that employees' emoti ..."
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Cited by 19 (3 self)
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In this research, we extend emotional labor theories to the customer domain by developing and testing a theoretical model of the effects of employee emotional labor on customer outcomes. Dyadic survey data from 285 service interactions between employees and customers show that employees' emotional labor strategies of deep and surface acting differentially influence customers' service evaluations and that customers' accuracy in detecting employees' strategies can intensify this impact. We also investigate the potential moderating effects of service type on the relationship between emotional labor and customer outcomes but find no support for such an effect.
Abusive supervision and employee emotional exhaustion: Dispositional antecedents and boundaries
- Group & Organization Management
, 2009
"... The authors examined the relationship between subordinates ’ core self-evaluations and supervisors ’ abusive supervision. Furthermore, they exam-ined whether subordinates ’ perceived coworker support and subordinates’ susceptibility to emotional contagion moderated the relationship between superviso ..."
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Cited by 11 (0 self)
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The authors examined the relationship between subordinates ’ core self-evaluations and supervisors ’ abusive supervision. Furthermore, they exam-ined whether subordinates ’ perceived coworker support and subordinates’ susceptibility to emotional contagion moderated the relationship between supervisors ’ abusive supervision and subordinates ’ emotional exhaustion. They analyzed data from 290 subordinates who had immediate supervisors using hierarchal multiple regression. Results show that core self-evaluations were negatively related to abusive supervision, whereas abusive supervision was positively related to emotional exhaustion. Both perceived coworker support and susceptibility to emotional contagion moderated the relationship between abusive supervision and emotional exhaustion. It is surprising that the moderating effect of perceived coworker support showed an unexpected pattern such that a stronger relationship between abusive supervision and emotional exhaustion existed when coworker social support was high. The authors conclude with a discussion of these findings.
Conflict between nursing home staff and residents’ families: does it increase burnout
- Journal of Aging and Health
, 2009
"... Objective: In this study, the authors examine the influence of conflict between nursing home staff and family members of residents on staff burn-out. Method: Data were collected from interviews with a representative sample of 655 nursing home nurses and nursing assistants. Hypotheses were tested usi ..."
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Cited by 8 (0 self)
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Objective: In this study, the authors examine the influence of conflict between nursing home staff and family members of residents on staff burn-out. Method: Data were collected from interviews with a representative sample of 655 nursing home nurses and nursing assistants. Hypotheses were tested using structural equation modeling. Results: Results indicate that conflict with family members increases staff burnout and decreases staff satisfaction. Staff and family conflict increases when staff members feel they do not have enough time to complete required tasks. Level of conflict decreases when staff perceive that family members have care expectations that are similar to their own. Interestingly, staff who have personal experience as family care-givers are more likely to report conflict with family members of residents, a result that necessitates further study. Discussion: Staff burnout and dissatis-faction affects both individuals and organizations. Policy that addresses staff and family interaction can have an important place in the design and delivery of long-term care.
Trait emotional intelligence of Greek special education teachers in relation to burnout and job satisfaction
- School Psychological Int
, 2010
"... abstract This study investigates perceived emotional intelligence (EI) in relation to burnout syndrome and job satisfaction in primary special education teachers from Greece. EI was measured by the EIS developed by Schutte et al. (1998). Factor analysis revealed that four factors can be identified i ..."
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Cited by 7 (0 self)
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abstract This study investigates perceived emotional intelligence (EI) in relation to burnout syndrome and job satisfaction in primary special education teachers from Greece. EI was measured by the EIS developed by Schutte et al. (1998). Factor analysis revealed that four factors can be identified in the EIS. Results showed that Greek teach-ers reported fairly high scores in the specific factors and the overall EI. Perceived EI was significantly related to burnout syndrome and job satisfaction, indicating that teachers of high-perceived EI are likely to experience less burnout and greater job satisfaction. Regres-sion analysis revealed that emotional exhaustion can be predicted by satisfaction with the job itself and with the principal subscales; depersonalization is predicted by satisfaction with the job and with prospective promotions; personal accomplishment is predicted by satisfaction with the job itself as well as by an EI factor, optimism/ mood regulation and a demographic variable, age. Results are com-pared to findings from international studies related to teachers and/or other professionals, and the associations of trait EI with burnout and job satisfaction are discussed. key words: burnout; emotional intelligence; job satisfaction; teachers
Organizational volatility and developer productivity
- In ICSE Workshop on Socio-Technical Congruence
, 2009
"... The key premise of an organization is to allow more efficient production, including production of software. To achieve that, an organization defines roles and reporting relationships. Therefore, changes in organization’s structure are likely to affect organization’s productivity. We investigate seve ..."
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Cited by 4 (2 self)
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The key premise of an organization is to allow more efficient production, including production of software. To achieve that, an organization defines roles and reporting relationships. Therefore, changes in organization’s structure are likely to affect organization’s productivity. We investigate several measures of organization and organizational change and relate them to developer productivity. We find that the proximity to an organizational change is strongly associated with a reduced developer productivity. 1.
The role of job demands and emotional exhaustion in the relationship between customer and employee incivility
- Journal of Management
, 2010
"... Workplace incivility research has focused on within-organizational sources of incivility, and less attention has been paid to outside-organizational sources such as customers. In a cross-sectional field study, the authors found that service employees (N = 307) who reported higher levels of uncivil t ..."
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Cited by 4 (0 self)
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Workplace incivility research has focused on within-organizational sources of incivility, and less attention has been paid to outside-organizational sources such as customers. In a cross-sectional field study, the authors found that service employees (N = 307) who reported higher levels of uncivil treatment from customers engaged in higher levels of incivility toward custom-ers. Specifically, the results show that customer incivility toward employees is related to employee incivility toward customers through job demands first and then emotional exhaustion. The authors discuss the implications of these results and highlight directions for future research.
The influence of organizational respect on emotional exhaustion in the human services.
- The Journal of Positive Psychology,
, 2008
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Emotional intelligence as moderator of the surface acting-strain relationship
- Journal of Leadership & Organizational Studies
, 2009
"... The authors examined the moderating role of emotional intelligence in the surface acting–strain relationship. Specifically, the authors hypothesized that higher levels of emotional intelligence were associated with a weaker rela-tionship between surface acting and strain (i.e., depressed mood at wor ..."
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Cited by 2 (0 self)
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The authors examined the moderating role of emotional intelligence in the surface acting–strain relationship. Specifically, the authors hypothesized that higher levels of emotional intelligence were associated with a weaker rela-tionship between surface acting and strain (i.e., depressed mood at work, somatic complaints). Results supported the hypothesized relationships, and the authors found that higher emotional intelligence attenuated the positive relation-ship between surface acting and depressed mood at work and somatic complaints. Implications of the results, limita-tions of the study, and directions for future research are discussed.
Emotional labor and burnout among female teachers: Work–family conflict as mediatorajsp _ 1..11
"... With the increasing number of women in the workforce, there is a need to understand how the interrelationship between emotions and the demands of work and family influence their well-being. This study examined how emotional labor [surface acting (SA) and deep acting] and work–family conflict contrib ..."
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With the increasing number of women in the workforce, there is a need to understand how the interrelationship between emotions and the demands of work and family influence their well-being. This study examined how emotional labor [surface acting (SA) and deep acting] and work–family conflict contribute to explaining variance in burnout (emotional exhaustion and depersonalization). In a sample of 102 married, female Malay teachers, with at least one child living at home, results showed that SA was positively associated with emotional exhaustion and depersonalization. The results also showed that work–family conflict mediated the relationship between emotional labor and burnout. However, no moderation effect of work–family on the SA–burnout relationship was found. The results are discussed with respect to the general literature on the stress–strain relation and work– family conflict. Key words: burnout, emotional labor, mediator, work–family conflict.