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AMERICAN JOURNAL OF MANAGEMENT
When is Emotional Labor Less Detrimental to Employee Well-Being? The Moderating Effect of Rewards and Motivational Forces of Display Rules
Author(s): Shanshan Qian, Chao Miao
Citation: Shanshan Qian, Chao Miao, (2017)"When is Emotional Labor Less Detrimental to Employee Well-Being? The Moderating Effect of Rewards and Motivational Forces of Display Rules ," American Journal of Management, Vol. 17, Iss. 7, pp. 64-78
Article Type: Research paper
Publisher: North American Business Press
Abstract:
Prior research suggested engaging in emotional labor for financial gain is generally dissatisfying and is associated with negative mental outcomes. In this conceptual paper, we address the research question: when is emotional labor less detrimental to employee well-being? We investigate how rewards as well as valence and expectancy of display rules moderate the associations between surface acting and emotional exhaustion and job satisfaction. We discuss the differential moderating effects of financial and nonfinancial rewards on the relationships between surface acting and emotional exhaustion and job satisfaction for people in different professions. Our research provides multiple avenues for future research.
