Graduation Year

2004

Document Type

Thesis

Degree

M.A.

Degree Granting Department

Psychology

Major Professor

Spector, Paul

Keywords

service employee outcomes, emotional dissonance, customer service, emotions at work, occupational health

Abstract

The present study examines the process of emotional labor as performed by customer service employees. This research investigates some of the consequences of performing emotional labor such as emotional exhaustion, affective well-being, and job satisfaction, and attempts to determine which individual and organizational variables play moderating roles in these relationships. One hundred and seventy-six participants from 10 customer service organizations, ranging from retail stores to call centers, completed a 126-item survey. Correlation and regression analyses were conducted to test the proposed hypotheses. Results indicate that gender, emotional intelligence and autonomy are key moderator variables in the relationship between emotional labor and emotional exhaustion, affective well-being, and job satisfaction.

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