WHEN 'THE SHOW MUST GO ON': SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY

By Alicia A. Grandey. 2003

2,248 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/22f0124864388c855fda6a646e800e05be979215

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

Chameleonic or Consistent? A Multilevel Investigation of Emotional Labor Variability and Self-Monitoring (2012, methodology): “To account for the multilevel nature of our data (days were nested within employees), we utilized 2 In unpublished data obtained by the first author among 198 undergraduate students, the correlation between the shorter, 8-item self-monitoring scale and the full, 18-item scale was .81 (p…”
Facets of teachers' emotional lives: A quantitative investigation of teachers' genuine, faked, and hidden emotions (2015, background): “So far researchers have typically assessed surface acting as the combination of how often individuals fake and hide their emotions (cf. Brotheridge & Lee, 2003; Diefendorff, Croyle, & Gosserand, 2005; Grandey, 2003).”
Building better work places through individual perspective taking: A fresh look at a fundamental human process (2008, background): “Deep acting, in the form of perspective taking, has also been associated with better service delivery as rated by customers (Grandey, 2003).”
Momentary work recovery: The role of within-day work breaks (2009, background): “Previous research has found that surface acting is related to strain and emotional exhaustion, whereas deep acting is not related to strain (Grandey, 2003; Gross, 1998).”
Working in our sleep (2012, background): “Moreover, actively regulating one’s own affect requires continual exertion and effort, which requires energy and is generally exhausting (Grandey, 2003).”
Gaming Emotions in Social Interactions (2009, background): “For instance, there is evidence to suggest that constant pressure to deliberately fake feelings is negatively correlated with job satisfaction (Grandey 2003).”
Emotional Labor Strategies, Emotional Exhaustion, and Turnover Intention: An Empirical Study of Chinese Hotel Employees (2012, methodology): “Grandey (2003) suggested that surface acting and emotional exhaustion had a direct positive path.”
Emotion Display Rules, Emotion Regulation, and Teacher Burnout (2020, result): “The beneficial effects of cognitive reappraisal to mediate emotional exhaustion again echoes the results of prior studies on burnout among teachers by Tsouloupas et al. (2010) and Yin et al. (2016), and among service workers by Grandey (2003).”
‘Why would you want to do that?’: Defining emotional dirty work (2014, background): “Psychology as a discipline has focused on the negative consequences of control, commodification and performance by usefully pointing towards the potential for burnout (Brotheridge and Grandey, 2002), exhaustion (Grandey, 2003) and stress (Pugliesi, 1999).”
Moving emotional labor beyond surface and deep acting (2012, background): “…measures of emotional labor which were more or less sequentially developed/ improved over time and which include a common subset of items to assess one or more of the emotional labor dimensions (e.g., Brotheridge & Lee, 2003; Diefendorff et al., 2005; Grandey, 2003; or Richards & Gross, 2000).”