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Emotional Communication and Human Sustainability in Professional Service Firms (PSFs)

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  • Samantha Rae Powers

    (Department of Strategic, Legal and Management Communication, Cathy Hughes School of Communications, Howard University, Washington, DC 20059, USA)

  • Michele W. Gazica

    (Behavioral & Social Sciences Department, Embry-Riddle Aeronautical University, Prescott, AZ 86301, USA)

  • Karen K. Myers

    (Department of Communication, University of California, Santa Barbara, CA 93106, USA)

Abstract

This study examines the role of work-related emotional communication in promoting the well-being and sustainability of professionals working for professional service firms (PSFs), which depend upon the well-being of their professionals for their own organizational sustainability. Using survey data from 1465 attorneys, a structural equation model was tested including key work-related emotional communication variables as mediators between a dichotomous variable of professional seniority and three dimensions of burnout. Results showed that more experienced attorneys’ reliance on automatic regulation over surface acting has a significant effect on reported burnout. There is no difference based on professional seniority in use of deep acting or communicative responsiveness. We conclude with a discussion of the findings and theoretical and practical implications, as well as provide suggestions for future research.

Suggested Citation

  • Samantha Rae Powers & Michele W. Gazica & Karen K. Myers, 2022. "Emotional Communication and Human Sustainability in Professional Service Firms (PSFs)," Sustainability, MDPI, vol. 14(7), pages 1-15, March.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:7:p:4054-:d:782404
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    References listed on IDEAS

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    4. Maurizio Massaro & Carlo Bagnoli & Francesca Dal Mas, 2020. "The role of human sustainability in professional service firms. Evidence from Italy," Business Strategy and the Environment, Wiley Blackwell, vol. 29(6), pages 2668-2678, September.
    5. Kazunori Kobayashi & Gabriel Eweje & David Tappin, 2018. "Employee wellbeing and human sustainability: Perspectives of managers in large Japanese corporations," Business Strategy and the Environment, Wiley Blackwell, vol. 27(7), pages 801-810, November.
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    Cited by:

    1. Patrice M. Buzzanell & Colleen Arendt & Rebecca L. Dohrman & Carla B. Zoltowski & Prashant Rajan, 2023. "Engineering Emotion Sustainably: Affective Gendered Organizing of Engineering Identities and Third Space," Sustainability, MDPI, vol. 15(6), pages 1-20, March.

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