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Testing an integrated emotional regulation strategies model among Chinese service employees: an investigation of the role of service culture and emotional expressivity. / CUHK electronic theses & dissertations collection

In this study, an integrated model was proposed to examine the impact of emotional labor on quality of work life and psychological health among Chinese employees. Compared to other emotional labor models, this model considered the influence of perceived service culture as an antecedent of perceived organizational emotion control (i.e., display rules and performance monitoring). Apart from surface acting and deep acting, it also incorporated an alternative emotional regulation strategy, namely authentic self, to cope with the organizational emotion control. The integrated model included emotional expressivity as an individual factor that might influence the emotional regulation process. Two studies were conducted to examine the validity of the model. In Study 1, 486 Chinese service employees, including call center representatives, retail shop managers, human service workers, and local registered nurses were recruited. Path analysis was used to examine if the integrated model fit the cross-sectional data and results showed satisfactory model fit. A series of hierarchal regression analyses were conducted to examine the moderating effect of emotional expressivity. Instead of the hypothesized moderating effect, there were significant main effects of emotional expressivity on emotional regulation strategies. Considering the significant association between these variables, the integrated model was further revised by incorporating the emotional expressivity as an individual factor of emotional regulation strategies. Multi-sample path model analyses showed that the model was equally applicable in both gender groups for job and health outcomes. Result of the cross-sectional model showed that perceived service culture was directly related to both perceived display rules and performance monitoring. While perceived performance monitoring and authentic self were associated with surface acting, perceived display rule was in turn related to deep acting. Emotional expressivity was related to authentic self. Quality of work life was associated with surface acting and deep acting. This model could also be applied to understand psychological distress. / Study 2 was conducted to provide additional support to the integrated model, including an emotional expressivity training program and a longitudinal validation on the emotional regulation strategies model. In the emotional expressivity training program, 155 participants who had completed the questionnaire survey in Study 1 were recruited. Among them, 131 participants had joined a half-day emotional expressivity training program while 24 participants were assigned into the control group. The objective of the program was to enhance participants' positive expressivity and reduce negative expressivity and impulse strength. Results showed that the training was effective in maintaining participants' authentic self. In particular, authentic self did not change across time among training group. However, authentic self in the control group decreased significantly 3 months after the training program (T2) when it was compared to the pre-training period. In the longitudinal validation study, a longitudinal model was devised to measure changes on emotional expressivity at T1 and T2 and its relations to emotional regulation strategies among the training group (n = 131). The significant associations between perception of service culture, organizational emotion control, and emotional regulation strategies in Study 1 were also found in Study 2. Quality of work life at T2 was related to surface acting at T2 and quality of work life at TI. The longitudinal model was also applied to predict psychological distress. Deep acting, surface acting, and emotional expressivity at T2 as well as psychological distress at TI were significantly related to psychological distress at T2. Limitations, suggestions for future research, and practical implication to organizations are discussed in Chapter 6. / Cheung Yue Lok. / "July 2006." / Adviser: Catherine S. K. Tang. / Source: Dissertation Abstracts International, Volume: 68-03, Section: B, page: 1970. / Thesis (Ph.D.)--Chinese University of Hong Kong, 2006. / Includes bibliographical references (p. 172-189). / Electronic reproduction. Hong Kong : Chinese University of Hong Kong, [2012] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Electronic reproduction. [Ann Arbor, MI] : ProQuest Information and Learning, [200-] System requirements: Adobe Acrobat Reader. Available via World Wide Web. / Abstracts in English and Chinese. / School code: 1307.
Date January 2006
ContributorsCheung, Yue Lok., Chinese University of Hong Kong Graduate School. Division of Psychology.
Source SetsThe Chinese University of Hong Kong
LanguageEnglish, Chinese
Detected LanguageEnglish
TypeText, theses
Formatelectronic resource, microform, microfiche, 1 online resource (x, 189 p. : ill.)
RightsUse of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (

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