Faculty of Psychology and Neuroscience, Maastricht University, Maastricht, the Netherlands.
J Occup Health Psychol. 2011 Jul;16(3):361-89. doi: 10.1037/a0022876.
This article provides a quantitative review of the link of emotional labor (emotion-rule dissonance, surface acting, and deep acting) with well-being and performance outcomes. The meta-analysis is based on 494 individual correlations drawn from a final sample of 95 independent studies. Results revealed substantial relationships of emotion-rule dissonance and surface acting with indicators of impaired well-being (ρs between .39 and .48) and job attitudes (ρs between -.24 and -.40) and a small negative relationship with performance outcomes (ρs between -.20 and -.05). Overall, deep acting displayed weak relationships with indicators of impaired well-being and job attitudes but positive relationships with emotional performance and customer satisfaction (ρs .18 and .37). A meta-analytic regression analysis provides information on the unique contribution of emotion-rule dissonance, surface acting, and deep acting in statistically predicting well-being and performance outcomes. Furthermore, a mediation analysis confirms theoretical models of emotional labor which suggest that surface acting partially mediates the relationship of emotion-rule dissonance with well-being. Implications for future research as well as pragmatic ramifications for organizational practices are discussed in conclusion.
这篇文章定量回顾了情绪劳动（情绪规则失调、表面行为和深度行为）与幸福感和绩效结果的联系。元分析基于从 95 项独立研究的最终样本中抽取的 494 个个体相关数据。结果表明，情绪规则失调和表面行为与幸福感受损指标（ρ 值在.39 到.48 之间）和工作态度（ρ 值在 -.24 到 -.40 之间）之间存在显著关系，与绩效结果之间存在微弱的负相关关系（ρ 值在 -.20 到 -.05 之间）。总体而言，深度行为与幸福感受损指标和工作态度之间的关系较弱，但与情绪表现和客户满意度呈正相关（ρ 值分别为.18 和.37）。元分析回归分析提供了有关情绪规则失调、表面行为和深度行为在统计上预测幸福感和绩效结果方面的独特贡献的信息。此外，中介分析证实了情绪劳动的理论模型，表明表面行为部分中介了情绪规则失调与幸福感之间的关系。结论部分讨论了未来研究的意义和对组织实践的实际影响。
