2.3 STUDIES UNDERTAKEN TO DETERMINE THE FACTORS THAT INFLUENCE EMOTION WORK (DEMOGRPAHIC, PERSONALITY AND EMOTIONAL INTELLIGENCE)
AS early as the beginning of the nineteenth century, researchers such as Larsen & Ketelaar (1991) experimentally attempted to induce positive mood. In a group of three hundred and fifty nine undergraduate students and found a stronger positive mood effect among extraverts than in introverts.
Shortly afterwards, Ashforth and Humphrey (1993) in an article argued that even though emotional labour may facilitate task effectiveness and self-expression, it may also prime customer expectation that cannot be met and may trigger emotive dissonance and self-alienation. They used the social identity theory to argue that the …show more content…
In this model, four dimensions influence emotional labour utilization. 1) Frequency of the emotional display 2) The duration and intensity of required emotional displays. 3) The variety of emotions that should be expressed. 4) Emotional dissonance - They argued that these four dimensions of emotional labour would influence employees’ well-being, such as emotional exhaustion, negatively while emotional dissonance has a negative effect on job satisfaction. In their empirical examination of these antecedents, such as individual difference variables, job characteristics, and organizational characteristics- they found that task routineness and job autonomy were most strongly associated with emotional labour. Specifically, they reported a positive relationship between task routineness and frequency of emotional labour, and emotional labour and negative relationship between duration and emotional labour. In addition, emotional dissonance was the strongest factor influencing consequences of emotional labour, as it related positively with emotional exhaustion and negatively with job satisfaction They also identified gender and positive and negative affectivity as individual difference variables while task routineness and job autonomy as job-related antecedents. (The model has been illustrated in the …show more content…
Additionally, this study attempted to test the existing models of EL by performing exploratory factor analysis on a new scale of EL. An undergraduate-dominated sample of 298 individuals with relevant work experience completed scales measuring EI, EL, the Big Five personality factors and several job characteristics. Principal Components Analysis of the emotional labour scale produced three factors. The first factor represented a continuum between Surface Acting and expressing felt emotions, the second factor represented the use of Deep Acting to create appropriate emotions and the third factor, labelled ‘Cognitive Re-appraisal,’ represented a form of Deep Acting which has not been measured by previous scales of EL and involves using the imagination to alter inappropriate emotions. Three hierarchical multiple regression analyses showed that all of the personality factors except openness predicted at least one emotional labour strategy and that EI only predicted Cognitive Re-appraisal. The results provide further evidence that the previous research had overestimated the influence of EI in the workplace. The only dispositional variables that predicted both Deep Acting and Surface Acting were Extraversion and Neuroticism, suggesting that personality primarily influences the need to regulate emotions, rather than the
AS early as the beginning of the nineteenth century, researchers such as Larsen & Ketelaar (1991) experimentally attempted to induce positive mood. In a group of three hundred and fifty nine undergraduate students and found a stronger positive mood effect among extraverts than in introverts.
Shortly afterwards, Ashforth and Humphrey (1993) in an article argued that even though emotional labour may facilitate task effectiveness and self-expression, it may also prime customer expectation that cannot be met and may trigger emotive dissonance and self-alienation. They used the social identity theory to argue that the …show more content…
In this model, four dimensions influence emotional labour utilization. 1) Frequency of the emotional display 2) The duration and intensity of required emotional displays. 3) The variety of emotions that should be expressed. 4) Emotional dissonance - They argued that these four dimensions of emotional labour would influence employees’ well-being, such as emotional exhaustion, negatively while emotional dissonance has a negative effect on job satisfaction. In their empirical examination of these antecedents, such as individual difference variables, job characteristics, and organizational characteristics- they found that task routineness and job autonomy were most strongly associated with emotional labour. Specifically, they reported a positive relationship between task routineness and frequency of emotional labour, and emotional labour and negative relationship between duration and emotional labour. In addition, emotional dissonance was the strongest factor influencing consequences of emotional labour, as it related positively with emotional exhaustion and negatively with job satisfaction They also identified gender and positive and negative affectivity as individual difference variables while task routineness and job autonomy as job-related antecedents. (The model has been illustrated in the …show more content…
Additionally, this study attempted to test the existing models of EL by performing exploratory factor analysis on a new scale of EL. An undergraduate-dominated sample of 298 individuals with relevant work experience completed scales measuring EI, EL, the Big Five personality factors and several job characteristics. Principal Components Analysis of the emotional labour scale produced three factors. The first factor represented a continuum between Surface Acting and expressing felt emotions, the second factor represented the use of Deep Acting to create appropriate emotions and the third factor, labelled ‘Cognitive Re-appraisal,’ represented a form of Deep Acting which has not been measured by previous scales of EL and involves using the imagination to alter inappropriate emotions. Three hierarchical multiple regression analyses showed that all of the personality factors except openness predicted at least one emotional labour strategy and that EI only predicted Cognitive Re-appraisal. The results provide further evidence that the previous research had overestimated the influence of EI in the workplace. The only dispositional variables that predicted both Deep Acting and Surface Acting were Extraversion and Neuroticism, suggesting that personality primarily influences the need to regulate emotions, rather than the