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    Emotional labour and strain in "front-line" service employees: does mode of delivery matter?

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    Authors
    Kinman, Gail
    Affiliation
    University of Bedfordshire
    Issue Date
    2009
    Subjects
    call centres
    customer service management
    face-to-face communications
    individual psychology
    social interaction
    
    Metadata
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    Abstract
    Purpose - Research suggests that "front-line" service jobs typically require emotional labour owing to the high levels of interpersonal interaction inherent in such work. Although emotional labour can be performed face-to-face (in person) or voice-to-voice (on the telephone), little is known about whether the type of emotional demands and the relationships with strain outcomes differ according to mode of delivery. The purpose of this paper is to research these issues. Design/methodology/approach - Relationships are assessed between three dimensions of emotional labour (emotional display rules, and the faking and suppression of emotions) and strain outcomes (psychological distress, work-life conflict and job satisfaction) in a sample of 124-cabin crew (face-to-face interaction) and 122 telesales agents (voice-to-voice interaction). The emotional labour dimensions that are significant predictors of strain outcomes for both groups are examined by multiple regression. Findings - No significant differences were observed between groups in mean levels of emotional labour variables. A greater proportion of variance in all types of strain was explained by the emotional labour components for participants who interact with customers face-to-face but these differences did not reach statistical significance. The emotional labour dimensions that predicted each strain outcome varied according to mode of delivery. Practical implications - Ways by which service sector organisations might counteract the potentially negative effects of performing emotional labour are discussed. Originality/value - The study provides some initial evidence that the impact of mode of delivery in emotion work is worthy of further investigation.
    Citation
    Kinman, G. (2009) 'Emotional labour and strain in “front-line” service employees: Does mode of delivery matter?', Journal of Managerial Psychology, 24(2), pp.118 - 135.
    Publisher
    Emerald Group Publishing Limited
    Journal
    Journal of Managerial Psychology
    URI
    http://hdl.handle.net/10547/294102
    Additional Links
    http://www.emeraldinsight.com/journals.htm?articleid=1771050&show=abstract
    Type
    Article
    Language
    en
    ISSN
    0268-3946
    Collections
    Research Centre for Applied Psychology

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