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. / A Dissertation submitted to the Reubin O’D. Askew School of Public Administration and Policy in partial fulfillment of the requirements for the degree of Doctor of
Philosophy. / Fall Semester, 2009. / October 22, 2009. / Emotional Labor, Emotion Work, Burnout, Performance, Job Satisfaction / Includes bibliographical references. / Mary E. Guy, Professor Co-Directing Dissertation; Ralph S. Brower, Professor Co-Directing Dissertation; Pamela Perrewé, University Representative; Kaifeng Yang, Committee Member.
| Identifer | oai:union.ndltd.org:fsu.edu/oai:fsu.digital.flvc.org:fsu_181801 |
| Contributors | Jin, Myung (authoraut), Guy, Mary E. (professor co-directing dissertation), Brower, Ralph S. (professor co-directing dissertation), Perrewé, Pamela (university representative), Yang, Kaifeng (committee member), School of Public Administration and Policy (degree granting department), Florida State University (degree granting institution) |
| Publisher | Florida State University, Florida State University |
| Source Sets | Florida State University |
| Language | English, English |
| Detected Language | English |
| Type | Text, text |
| Format | 1 online resource, computer, application/pdf |
| Rights | This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s). The copyright in theses and dissertations completed at Florida State University is held by the students who author them. |
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