Emotional display rules and emotional labor: the moderating role of commitment.
The authors examined whether commitment to emotional display rules is a necessary condition for emotional display rules to affect behavior at work. Results using structural equation modeling revealed that display rule commitment moderated the relationships of emotional display rule perceptions with surface acting, deep acting, and positive affective delivery at work, such that the relationships were strong and positive when commitment to display rules was high and weak when commitment to display rules was low. These findings suggest that motivation plays a role in the emotional labor process in that individuals must be committed to display rules for these rules to affect behavior.
Gosserand
Robin H
RH
Marketing Department, Phelps Dunbar LLP, Canal Place, 365 Canal Street, Suite 2000, New Orleans, LA 70130-6534, USA. robin.gosserand@phelps.com
Diefendorff
James M
JM
D000223:Adaptation, Psychological; D000328:Adult; D004644:Emotions; D004647:Employee Discipline; D004650:Employee Performance Appraisal; D005260:Female; D017408:Guidelines as Topic; D006801:Humans; D007389:Internal-External Control; D007588:Job Satisfaction; D008297:Male; D010559:Personnel Management; D010560:Personnel Selection