Abstract
A number of scholars are increasingly turning their attention to the effects of emotional labor on organizational performance (Hochschild, 1983). The literature’s focus on private industry reports a negative influence on its consequences for individual performance. Recent research in other fields, such as psychology, business, and public administration, however, has shown mixed results, with some reporting a positive impact on both individual and organizational performance. Previous research was limited to examining for-profit service industries where concern for customer satisfaction is a priority. In contrast, public service by its own nature is “regulatory” and workers’ incentives are less likely to include pecuniary benefits either for themselves or their organizations. By integrating awareness of emotion work in theory building, this study seeks to present the unique influence of emotional labor in work that ranges from regulating business transactions to controlling personal behavior for both workers and citizens. Additionally, by integrating previous research, the dissertation presents a comprehensive model of the antecedents and consequences of performing emotional labor. This study examines how workers’ recognition of the need for emotional labor affects the degree to which they perform it and how it affects their pride in work and burnout. Hierarchical regression and structural equation modeling will be used to test hypotheses.
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