Understanding Emotional Labor at the Organizational Level

Xiaojun Lu ()
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Xiaojun Lu: Shanghai Jiao Tong University

Chapter Chapter 5 in The Palgrave Handbook of Global Perspectives on Emotional Labor in Public Service, 2019, pp 101-117 from Springer

Abstract: Abstract Embedding the subject of emotional labor in the organizational setting, this chapter uses Job Demands-Resources (JD-R) theory and organizational justice as frameworks for understanding the link between emotional labor and its consequences for employees, both positive and negative. Emotive display rules are explained and linked to job satisfaction as well as burnout. Discussion of organizational display rules, job characteristics, and the emotion climate within workgroups explains how individual emotive performance is related to group dynamics. Public perceptions of the organization are explained in terms of how they influence workers’ emotive responses on the job. Finally, organizational resources that lessen the emotive burden are explained and the role of organizational justice is highlighted as an important resource.

Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-24823-9_5

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DOI: 10.1007/978-3-030-24823-9_5

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