IDEAS home Printed from https://ideas.repec.org/p/iim/iimawp/wp02000.html
   My bibliography  Save this paper

What Emotional Labor is: A Review of Literature

Author

Listed:
  • Mishra, Sushanta Kumar

Abstract

The dominance of customer over the production/service employee, and as a result of this, increasing use of emotional labor in the workplace furthers the need to understand what emotional labor is. In this regard, the present paper reviews the literature to explain the concept ‘emotional labor’. In explaining emotional labor and its nomological network, the paper discusses the factors that affect and are affected by it. This paper contributes to the existing literature by assimilating different works done in this domain and providing a comprehensive understanding of emotional labor. This paper focuses on some of the critical issues, about which, the existing literature on emotional labor is silent and thus, providing a platform for further research.

Suggested Citation

  • Mishra, Sushanta Kumar, 2006. "What Emotional Labor is: A Review of Literature," IIMA Working Papers WP2006-12-05, Indian Institute of Management Ahmedabad, Research and Publication Department.
    • Handle: RePEc:iim:iimawp:wp02000
    as

    Download full text from publisher

    File URL: https://www.iima.ac.in/sites/default/files/rnpfiles/2006-12-05_SushantaMishra.pdf
    File Function: English Version
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Barry M. Staw & Robert I. Sutton & Lisa H. Pelled, 1994. "Employee Positive Emotion and Favorable Outcomes at the Workplace," Organization Science, INFORMS, vol. 5(1), pages 51-71, February.
    2. Mats Alvesson & Hugh Willmott, 2002. "Identity Regulation as Organizational Control: Producing the Appropriate Individual," Journal of Management Studies, Wiley Blackwell, vol. 39(5), pages 619-644, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Eveline Bruijn & Gail Whiteman, 2010. "That Which Doesn’t Break Us: Identity Work by Local Indigenous ‘Stakeholders’," Journal of Business Ethics, Springer, vol. 96(3), pages 479-495, October.
    2. Carlos Martin-Rios, 2016. "Innovative management control systems in knowledge work: a middle manager perspective," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 27(2), pages 181-204, May.
    3. Pooja Kushwaha & M. K. Rao, 2017. "Integrating the Linkages between Learning Systems and Knowledge Process: An Exploration of Learning Outcomes," Business Perspectives and Research, , vol. 5(1), pages 11-23, January.
    4. Heather Chipuer & Paul Bramston & Grace Pretty, 2003. "Determinants of Subjective Quality of Life Among Rural Adolescents: A Developmental Perspective," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 61(1), pages 79-95, January.
    5. Minbaeva, Dana & Rabbiosi, Larissa & Stahl, Günter K., 2018. "Not walking the talk? How host country cultural orientations may buffer the damage of corporate values’ misalignment in multinational corporations," Journal of World Business, Elsevier, vol. 53(6), pages 880-895.
    6. Alessia Berni & Luigi Moschera, 2021. "Performance and Competences in Call Centre: The Effect of Leadership Style," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(10), pages 204-204, July.
    7. Jaeyeob Jeong & Myeonggil Choi, 2017. "The Expected Job Satisfaction Affecting Entrepreneurial Intention as Career Choice in the Cultural and Artistic Industry," Sustainability, MDPI, vol. 9(10), pages 1-16, September.
    8. Elfenbein, Hillary Anger, 2007. "Emotion in Organizations: A Review in Stages," Institute for Research on Labor and Employment, Working Paper Series qt2bn0n9mv, Institute of Industrial Relations, UC Berkeley.
    9. Yves Gendron & Laura F. Spira, 2009. "What Went Wrong? The Downfall of Arthur Andersen and the Construction of Controllability Boundaries Surrounding Financial Auditing," Contemporary Accounting Research, John Wiley & Sons, vol. 26(4), pages 987-1027, December.
    10. Joseph Olita Omekede & Dr. Joseph Musungu & Dr. Felix Orina, 2022. "Intrafemale Civility: Sisterhood in Ellen Sirleaf’s “This Child Will Be Greatâ€," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(8), pages 447-453, August.
    11. Davis, Mark A., 2009. "Understanding the relationship between mood and creativity: A meta-analysis," Organizational Behavior and Human Decision Processes, Elsevier, vol. 108(1), pages 25-38, January.
    12. C. Marlene Fiol & Edward J. O'Connor, 2002. "When Hot and Cold Collide in Radical Change Processes: Lessons from Community Development," Organization Science, INFORMS, vol. 13(5), pages 532-546, October.
    13. Sörgärde, Nadja, 2020. "Story-dismantling, story-meandering, and story-confirming: Organizational identity work in times of public disgrace," Scandinavian Journal of Management, Elsevier, vol. 36(3).
    14. Petra L. Klumb & Soomi Lee & Sebastian Siegler & Bernhard Piskernik & Regina Jensen & Manuel C. Voelkle, 2022. "Resource-Building Processes Across Life Domains: Father-Child Interactions as Starting Points for Resource Caravans," Journal of Happiness Studies, Springer, vol. 23(7), pages 3263-3283, October.
    15. Lee, Randy & Mai, Ke Michael & Qiu, Feng & Ilies, Remus & Tang, Pok Man, 2022. "Are you too happy to serve others? When and why positive affect makes customer mistreatment experience feel worse," Organizational Behavior and Human Decision Processes, Elsevier, vol. 172(C).
    16. Urmila Rani Srivastava & Vandana Maurya, 2017. "Organizational and Individual Level Antecedents of Psychological Capital and its Associated Outcomes: Development of a Conceptual Framework," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 42(3), pages 205-236, August.
    17. Jeffrey S. Bednar & Benjamin M. Galvin & Blake E. Ashforth & Ella Hafermalz, 2020. "Putting Identification in Motion: A Dynamic View of Organizational Identification," Organization Science, INFORMS, vol. 31(1), pages 200-222, January.
    18. Lambert Jerman & Julien Raone, 2014. "Dompter La Verite Dans L'Organisation : La Subjectivation Comme Production De L'Animal Confessant," Post-Print hal-01899765, HAL.
    19. Costa, Sandra & Coyle-Shapiro, Jacqueline, 2021. "What happens to others matters! An intraindividual processual approach to coworkers’ psychological contract violations," LSE Research Online Documents on Economics 109872, London School of Economics and Political Science, LSE Library.
    20. Oo, Pyayt P. & Jiang, Lin & Sahaym, Arvin & Parhankangas, Annaleena & Chan, Richard, 2023. "Actions in words: How entrepreneurs use diversified and changing speech acts to achieve funding success," Journal of Business Venturing, Elsevier, vol. 38(2).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:iim:iimawp:wp02000. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: the person in charge (email available below). General contact details of provider: https://edirc.repec.org/data/eciimin.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.