Emotional Communication and Human Sustainability in Professional Service Firms (PSFs)

Samantha Rae Powers, Michele W. Gazica and Karen K. Myers
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Samantha Rae Powers: Department of Strategic, Legal and Management Communication, Cathy Hughes School of Communications, Howard University, Washington, DC 20059, USA
Michele W. Gazica: Behavioral & Social Sciences Department, Embry-Riddle Aeronautical University, Prescott, AZ 86301, USA
Karen K. Myers: Department of Communication, University of California, Santa Barbara, CA 93106, USA

Sustainability, 2022, vol. 14, issue 7, 1-15

Abstract: This study examines the role of work-related emotional communication in promoting the well-being and sustainability of professionals working for professional service firms (PSFs), which depend upon the well-being of their professionals for their own organizational sustainability. Using survey data from 1465 attorneys, a structural equation model was tested including key work-related emotional communication variables as mediators between a dichotomous variable of professional seniority and three dimensions of burnout. Results showed that more experienced attorneys’ reliance on automatic regulation over surface acting has a significant effect on reported burnout. There is no difference based on professional seniority in use of deep acting or communicative responsiveness. We conclude with a discussion of the findings and theoretical and practical implications, as well as provide suggestions for future research.

Keywords: human sustainability; work-related emotional communication; emotional labor; emotion management; well-being; burnout; professional service firms (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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