A MULTILEVEL FIELD INVESTIGATION OF EMOTIONAL LABOR, AFFECT, WORK WITHDRAWAL, AND GENDER

Using experience-sampling methodology, we examined within-individual relationships among emotional labor, negative and positive affective states, and work withdrawal, as well as the moderating role of gender. Fifty-eight bus drivers completed two daily surveys over a two-week period, producing 415 m...

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Bibliographic Details
Published in:	Academy of Management journal Vol. 54; no. 1; pp. 116 - 136
Main Authors:	SCOTT, BRENT A., BARNES, CHRISTOPHER M.
Format:	Journal Article
Language:	English
Published:	Briarcliff Manor Academy of Management 01-02-2011
Subjects:	Acting Depth perception Emotion theories Emotional expression Emotional intelligence Emotional states Emotions Gender Job satisfaction Labor Men Sex roles Social psychology Statistical variance Studies Work environment United States > US
Online Access:	Get full text
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Summary:	Using experience-sampling methodology, we examined within-individual relationships among emotional labor, negative and positive affective states, and work withdrawal, as well as the moderating role of gender. Fifty-eight bus drivers completed two daily surveys over a two-week period, producing 415 matched surveys. Results of hierarchical linear models revealed that affective states worsened when employees engaged in surface acting but improved when they engaged in deep acting. Surface acting was positively associated with work withdrawal, and state negative affect mediated this relationship. Results also revealed moderating effects of gender: the within-individual relationships were stronger for females than for males.
ISSN:	0001-4273 1948-0989
DOI:	10.5465/AMJ.2011.59215086