Wellbeing: causes and consequences of emotion regulation in work settings.
Emotion regulation processes are a crucial aspect of the working role in jobs which require employee-customer interactions: What kinds of regulation processes are activated, with what frequency, and what are their correlates and consequences are important aspects to consider because of their potential implications for the well-being of individuals. To investigate these issues, a set of studies was carried out with Italian workers (N=769) performing service jobs in different sectors. Job-related, socio-demographic, and individual psychological variables were taken into account. The results confirmed the hypothesis that in service job-roles emotional labour (EL) is a component whose negative and positive implications for employees' well-being need to be considered. Emotional labour, embedded in a net of relationships with such job variables as frequency and duration of client-interaction, can result in high psychological costs for service workers. In particular, surface acting regulation was found to have a personal cost, indexed by the burnout dimensions of emotional exhaustion and depersonalization.
Zammuner
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VL
Department of Developmental Psychology and Socialization, University of Padua, Padova, Italy. vlzammuner@unipd.it
Galli
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D000293:Adolescent; D000328:Adult; D000368:Aged; D002055:Burnout, Professional; D004644:Emotions; D005260:Female; D006808:Humanism; D006801:Humans; D007558:Italy; D008297:Male; D008603:Mental Health; D008875:Middle Aged; D009790:Occupations; D011788:Quality of Life; D017132:Workplace