Browse > Article

The Effects of Independent Business Owners' Emotional Labor on Emotional Exhaustion and Depression: Moderating Role of Regulatory Focus  

Lee, Hoon (Samsung Fire)
Jeon, Joo-Eon (Dept. of Global Business Administration, Anyang University)
Publication Information
Asia-Pacific Journal of Business Venturing and Entrepreneurship / v.17, no.5, 2022 , pp. 251-264 More about this Journal
Abstract
Previous researches related to emotional labor have been cross-sectional studies focusing on static differences in emotional exhaustion. Previous studies on these relationships have not highlighted the dynamic properties of these relationships. This purpose of this study is to investigate the effect of emotional labor strategy on perceived emotional exhaustion and depression. This study was conducted by paying attention to the fact that service industry workers who have to respond kindly to customers often have to show emotions which is necessary for their business to the outside world rather than showing their true emotions. The results of this study are summarized as follows. First, it was confirmed that surface acting had a positive influence on emotional exhaustion, but deep acting had a negative influence to emotional exhaustion. Second, it was found that surface acting had a positive influence on depression, but deep acting had a negative influence on depression. Third, it was confirmed that the effect of deep acting on emotional exhaustion decreased when emotional labor was performed through deep acting on Mondays, Tuesdays, and Wednesdays, while emotional exhaustion was not significant on Thursdays and Fridays. Fourth, it was confirmed that the difference in the effect of emotional labor strategy on depression was greater in the case of performing emotional labor through surface acting than in the case of performing emotional labor through deep acting.
Keywords
Surfacing acting; Deep anting; Regulatory focus; Emotional exhaustion; Depression;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
연도 인용수 순위
1 Rafaeli, A., & Sutton, R. I.(1987). Expression of Emotion as Part of the Work Role. Academy of Management Review, 12(1), 23-37.   DOI
2 Richards, J. M., & Gross, J. J.(2000). Emotion Regulation and Memory: The Cognitive Costs of Keeping One's Cool. Journal of Personality and Social Psychology, 79(3), 410-424.   DOI
3 Scott, B. A., & Barnes, C. M.(2011). A Multi Level Field Investigation of Emotional Labor, Affect, Withdrawal, and Gender. Academy of Management Journal, 54(1), 116-136.   DOI
4 Yang, K. G.(2022). A Statistical Test of the Effects of Emotional Laborer Protection Institution. Quarterly Journal of Labor Policy, 22(3), 33-66   DOI
5 Higgins, E. T., & Tykocinski, O.(1992). Self-discrepancies and Biographical Memory: Personality and Cognition at the Level of Psychological Situation. Personality and Social Psychology Bulletin, 18(5), 527-535.   DOI
6 Hochschild, A. R.(1979). Emotion Work, Feeling Rules, and Social Structure. American Journal of Sociology, 85(3), 551-575.   DOI
7 Hochschild, A. R.(1983). The Managed Heart: Commercialization of Human Feeling, Berkeley: University of California Press.
8 Hulsheger, U. R., & Schewe, A. F.(2011). On the Costs and Benefits of Emotional Labor. A Meta-analysis of Three Decades of Research. Journal of Occupational Health Psychology, 16(3), 361-389.   DOI
9 Jang, H. E., Yang, K. G., & Chae, Y. J.(2016). Linear and Non-linear Relationship between Emotional Labor and Job Stress of Service Employees. Korean Management Review, 38(2), 379-405.
10 Jeon, J. E., Lee, H., Undrkh, B., & Lee, H. K.(2022). The Effects of Emotional Labor on Depressive Symptoms and Turnover Intentions in Insurance Agents. Global Business Administration Review, 17(2), 122-142.
11 Lee, J. M., Hong, M. H., & Jang, K. W.(2021). The Effect of Emotional Dissonance on the Mental Health of University Administration Staff-The Mediating effect of Psychological Flexibility. Journal of Convergence for Information Technology, 11(10), 239-249.   DOI
12 Wharton, A. S.(2009). The Sociology of Emotional Labor. Annual Review of Sociology, 35, 147-165.   DOI
13 Judge, T. A., Woolf, E. F., & Hurst, C.(2009). Is Emotional Labor More Difficult for Some than For Others? A Multi Level, Experience-sampling Study. Personnel Psychology, 62(1), 57-88.   DOI
14 Kim, S. Y., Chang, S. J., Kim, H. R., & Roh, J. H.(2002). A Study on the Relationship between Emotional Labor and Depressive Symptoms among Korean Industrial Service Employees. Korean Journal of Occupational and Environmental Medicine, 14(3), 227-235.   DOI
15 Kim, Y. J., & Hahn, J, H.(2008). Two Types of Emotional Labor and Their Impacts on Job Burnout of Service Workers. Journal of Organization and Management, 32(3), 95-128.
16 Kong, H. W., & Jeon J. E.(2018). Daily Emotional Labor, Negative Affect State, and Emotional Exhaustion: Cross-level Moderators of Affective Commitment. Sustainability, 10(6), 1967.   DOI
17 World Health Organization.(2017). Depression and Other Common Mental Disorders: Global Health Estimates (No. WHO/MSD/MER/2017.2). Geneva: World Health Organization.
18 Jeon, M. K., & Ji, S. G.(2012). An Empirical Study on the Influence of Interpersonal and Team-Personal Exchange and Commitment to Organizational Change. Korean Corporation Management Review, 19(5), 231-245.
19 John, O. P., & Gross, J. J.(2004). Healthy and Unhealthy Emotion Regulation: Personality Processes, Individual Differences, and Life Span Development. Journal of Personality, 72(6), 1301-1334.   DOI
20 Jang, J. H., Lee, Y. J., Lee, S. J., Yang, J. C., Park, T. W., Park, J. I., & Chung, S. K.(2020). The Relationship Between Job Stress and Depressive Disorder Among Emotional Laborers in a City. Anxiety and Mood, 16(1), 24-31.   DOI
21 Totterdell, P., & Holman, D.(2003). Emotion Regulation in Customer Service Roles: Testing a Model of Emotional Labor. Journal of Occupational Health Psychology, 8(1), 55-73.   DOI
22 Lee, M. S.(2017). Effects of Social Capital and Human Capital on Salesperson's Emotional Labor, Work Engagement and Sales Efforts. Journal of Marketing Studies, 25(3), 197-218.
23 Jeon, O. S., & Park, S. K.(2017). Effect on the Antecedents and Consequences of Emotional Labor Strategies. Journal of Marketing Studies, 25(4), 113-132.
24 Kim, J. W.(2016). The Relationships among Customer-Member Exchange, Team-Member Exchange, Emotional Labors, and Organizational Behaviors. Journal of Marketing Studies, 24(4), 151-172.   DOI
25 Kong, H. W., & Jeon, J. E.(2017). Daily Emotional Regulation, Customer Aggression, and Emotional Exhaustion: Examining The Role of Customer Aggression and Employment Type. Korean Corporation management review, 24(4), 107-132.   DOI
26 Liu, Y., L. Prati, L. M., Perrewe, P. L., & Ferris. G. R.(2008). The Relationship between Emotional Resources and Emotional Labor: An Exploratory Study. Journal of Applied Social Psychology, 38(10), 2410-2439.   DOI
27 Lockwood, P., Jordan, C. H., & Kunda, Z.(2002). Motivation by Positive or Negative Role Models: Regulatory Focus Determines Who Will Best Inspire Us. Journal of Personality and Social Psychology, 83(4), 854-864.   DOI
28 Brotheridge, C. M., & Lee, R. T.(2003). Development Validation of An Emotional Labor Scale. Journal of Occupational and Organizational Psychology, 76(3), 365-379.   DOI
29 Brotheridge, C. M., & Grandey, A. A.(2002). Emotional Labor and Burnout: Comparing Two Perspectives of People Work. Journal of Vocational Behavior, 60(1), 17-39.   DOI
30 Brotheridge, C. M., & Lee, R. T.(2002). Testing a Conservation of Resource Model of the Dynamics of Emotional Labor. Journal of Occupational Health Psychology, 7(1), 57-67.   DOI
31 Cho, O. S., & Paik, J. N.(2018). The Effect of Burden of Caring Unmarried Adult Children on Depression of Employed Women: Mediating Effects of Couple Communication and Job Satisfaction. Journal of Convergence for Information Technology, 8(6), 293-303.   DOI
32 Choi, S. Y., & Ha, K. S.(2020). A Study on the Influence of Positive Psychological Capital of Small and Medium Business Members, Job Burnout, and Organizational Citizen Behavior. Asia-Pacific Journal of Business Venturing and Entrepreneurship, 15(3), 159-174.   DOI
33 Gross, J. J.(1998). Antecedent and Response Focused Emotion Regulation: Divergent Consequences for Experience, Expression, and Physiology. Journal of Personality and Social Psychology, 74(1), 224-237.   DOI
34 Chi, N. W., & Grandey, A. A.(2016). Emotional Labor Predicts Service Performance Depending on Activation and Inhibition Regulatory Fit. Journal of Management, 45(2), 673-700.
35 Crowe, E., & Higgins, E. T.(1997). Regulatory Focus and Strategic Inclinations: Promotion and Prevention in Decision-making. Organizational Behavior and Human Decision Process, 69(2), 117-132.   DOI
36 Grandey, A. A.(2000). Emotional Regulation in The Workplace: A New Way to Conceptualize Emotional Labor. Journal of Occupational Health Psychology, 5(1), 95-110.   DOI
37 Han, E. J., & Cho, Y. I.(2013). A Study on the Effect of Depression on Turnover Intention. International Journal of Tourism Management and Science, 28(4), 117-135.
38 Diefendorff, J. M., & Gosserand, R. H.(2003). Understanding the Emotional Labor Process: a Control Theory Perspective. Journal of Organizational Behavior, 24(8), 945-959.   DOI
39 Goldberg, L. S., & Grandey, A. A.(2007). Display Rules versus Display Autonomy: Emotion Regulation, Emotional Exhaustion, & Task Performance in a Call Center Simulation. Journal of Occupational Health Psychology, 12(3), 301-318.   DOI
40 Grandey, A. A.(2003). When The Show Must Go On: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-rated Service Delivery. Academy of Management Journal, 46(1), 86-96.   DOI
41 Higgins, E. T.(1997). Beyond Pleasure and Pain. American Psychologist, 52(12), 1280-1300.   DOI
42 Neubert, M. J., Kacmar, K. M., Carlson, D. S., Chonko, L. B., & Roberts, J. A.(2008). Regulatory Focus as a Mediator of the Influence of Initiating Structure and Servant Leadership on Employee Behavior. Journal of Applied Psychology, 93(6), 1220-1233.   DOI
43 Higgins, E. T.(1998). Promotion and Prevention: Regulatory Focus as a Motivational Principle. Advances in Experimental Social Psychology, 30, 1-46.   DOI
44 Higgins, E. T., Shah, J., & Friedman, R.(1997). Emotional Responses to Goal Attainment: Strength of Regulatory Focus as Moderator. Journal of Personality and Social Psychology, 72(3), 515-525.   DOI
45 Holman, D., Chissick, C., & Totterdell, P.(2002). The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers. Motivation and Emotion, 26(1), 57-81.   DOI
46 Higgins, E. T., Roney, C. J. R., Crowe, E., & Hymes, C.(1994). Ideal versus Ought Predilections for Approach and Avoidance Distinct Self-regulatory Systems. Journal of Personality and Social Psychology, 66(2), 276-286.   DOI
47 Ashforth, B. E., & Humphrey, R. H.(1993). Emotional Labor in Service Roles: The Influence of Identity. Academy of Management Review, 18(1), 88-115.   DOI
48 Grandey, A. A., Fisk, G. M., & Steiner, D. D.(2005). Must Service with a Smile Be Stressful? The Moderating Role of Personal Control for American and French Employees. Journal of Applied Psychology, 90(5), 893-904.   DOI
49 Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A.(2012). Moving Emotional Labor beyond Surface and Deep Acting A Discordance Congruence Perspective. Organizational Psychology Review, 2(1), 6-53.   DOI
50 Morris, J. A., & Feldman, D. C.(1996). The Dimensions, Antecedents, and Consequences of Emotionl Labor. Academy of Management Review, 21(4), 986-1010.   DOI
51 Radloff, L. S.(1977). The CES-D Scale a Self-report Depression Scale for Research in the General Population. Applied psychological measurement, 1(3), 385-401.   DOI
52 Park, J. H., & Heo, C. M.(2019) A Study on Effects of Actor's Emotional Labor on Job Stress: Focused on Mediation Effect of Emotional Dissonance. Asia-Pacific Journal of Business Venturing and Entrepreneurship, 14(5), 127-139.   DOI
53 Park, S. E., & Woo, J. H.(2010). The Effects of Emotional Dissonance and Emotional Intelligence of Service Employeeon their Non-task Behaviors. Korean management review, 39(4), 963-994.
54 Pugh, S., D., Groth,, & Hennig-Thurau, T.(2011). Willing and Able to Fake Emotions: A Closer Examination of the Link between Emotional Dissonance and Employee Wellbeing. Journal of Applied Psychology, 96(2), 377-390.   DOI