Title

A Multilevel Investigation of Self-monitoring and Variability in Emotional Labor

Publication Type

Conference Proceeding Article

Publication Date

2011

Abstract

In a multilevel study, we extend theory on emotional labor by examining both average levels and consistency in surface acting and deep acting over time. Seventy-eight employees provided 522 matched daily surveys over two weeks. Within individuals, surface acting was associated with lower job satisfaction and higher work withdrawal, while deep acting was associated with higher job satisfaction, and affective states generally mediated these relationships. Between individuals, variability (versus consistency) in surface acting was associated with job dissatisfaction and work withdrawal. Self-monitoring played a variety of roles in the above processes, exhibiting both main and moderating effects on emotional labor.

Keywords

Emotional labor, self-monitoring, withdrawal

Discipline

Organizational Behavior and Theory

Research Areas

Organisational Behaviour and Human Resources

Publication

Academy of Management Proceedings

First Page

1

Last Page

2

ISSN

0065-0668

Identifier

10.5465/AMBPP.2011.65869179

Publisher

Academy of Management

City or Country

San Antonio, TX