Year: 2009
Type: article
Study design: Observational Study
Abstract: Emotional labor theory suggests that individuals manage their emotions in customer interactions because they are paid to do so (Hochschild, 1983).However, recent theoretical work by Bolton (2005) suggests that individuals may have a variety of motives for managing their emotions in such interactions.The present study examined motives for managing emotions at work using Bolton's (2005;Bolton & Boyd, 2003) theory as a guide.In the process, this study created a measure to assess these motives, the Emotional Labor Motives Scale.A set of items was generated and distributed to a sample of service employees, along with other measures aimed at examining the antecedents and consequences of the motives.Factor analysis supported the existence of the four motives described by Bolton: pecuniary, prescriptive, presentational, and philanthropic; as well as two additional motives: to avoid punishment and for intrinsic reasons.In terms of antecedent conditions, autonomy orientation was positively related to the prescriptive, presentational, philanthropic, and intrinsic motives, controlled orientation was positively related to the punishment, pecuniary, and presentational motives, and O*NET job characteristics were not predictive of motive use.In terms of outcomes, the punishment, prescriptive, and intrinsic motives were related to the emotional labor strategies, whereas the punishment and intrinsic motives were related to well-being outcomes.Results CHAPTER I
Author: Christina M. Saluan
Institution: University of Akron
Language: English
Subfield: Sociology and Political Science
Field: Social Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2265277823