This Article Full Text (PDF) References Alert me when this article is cited Alert me if a correction is posted Citation Map Services Email this article to a friend Similar articles in this journal Alert me to new issues of the journal Add to Saved Citations Download to citation manager Request Permissions Request Reprints Add to My Marked Citations Citing Articles Citing Articles via Google Scholar Google Scholar Articles by WHARTON, A. S. Search for Related Content Social Bookmarking                   What's this?

The Affective Consequences of Service Work

Managing Emotions on the Job

Washington State University

Understanding the social-psychology effects of frontline service work requires attention to the emotional labor performed by incumbents of these positions. Using Hochschild's 1983 classification of jobs requiring emotional labor, this study examines the effects of emotional labor on workers employed in the banking and hospital industries. The results suggest that performance of emotional labor does not have uniformly negative consequences for workers, as some accounts imply. Instead, the effects of emotional labor are conditioned by workers' level of job autonomy and job involvement, and their self-monitoring abilities. The conditions under which emotional labor has negative and positive social-psychological consequences are discussed.

CiteULike    Connotea    Del.icio.us    Digg    Reddit    Technorati    What's this?