Emotional Labour and Authenticity: Views from Service Agents

By Blake E. Ashforth, Marc A. Tomiuk. 2000

198 citations recorded by the source corpus.

Subfields: Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/890820bec479f59e21be7f6f3d879575616f8e5a

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Sociology and Political Science

Citations in the corpus

Teachers’ emotions and emotional authenticity: do they matter to students’ emotional responses in the classroom? (2020, background): “One aspect of authenticity is emotional authenticity, which is given when the two emotion components—feeling and expression— are congruous, or in other words ‘when one’s emotional expression display reflects one’s current emotional experience’ (Ashforth & Tomiuk, 2000, p. 195).”
Emotions in uniform: How nurses regulate emotion at work via emotional boundaries (2011, background): “controlled processing and thoughtful action (including emotion regulation) are required (Ashforth and Tomiuk, 2000; Gilbert and Burgess, 2008).”
Entrepreneurship in the Agricultural Sector: A Literature Review and Future Research Opportunities (2018, background): “Authenticity can also be conceptualized as the commitment to self-values (Erickson, 1995), that is, being true to oneself (Ashforth & Tomiuk, 2000) and understood by others as being honest (Costas & Fleming, 2009).”
A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. (2002, background): “Ashforth and Tomiuk (2000) defined emotional labor as 'the act of conforming (or attempting to conform) to display rules or affective requirements that prescribe on-the-job emotion expression' (2000, p.”
Is “service with a smile” enough? Authenticity of positive displays during service encounters (2005, background): “In response to these unknowns, many researchers have called for attention to authenticity in service encounters (Ashforth & Tomiuk, 2000; Côté & Morgan, 2002; Mattila & Enz, 2002; Pugh, 2001; Tsai & Huang, 2002).”
Exploring Emotion in Teaching: Emotional Labor, Burnout, and Satisfaction in Chinese Higher Education (2008, background): “Authenticity refers to the authentic expression of spontaneous and genuine emotion with little prompting (Ashforth & Tomiuk, 2000).”
From Synchronizing to Harmonizing: The Process of Authenticating Multiple Work Identities (2018, background): “…and feelings when enacting particular occupational roles in customer service (e.g., Ashforth and Humphrey, 1993; Erickson and Wharton, 1997; Ashforth and Tomiuk, 2000; Yagil and Medler-Liraz, 2013) and call centers (Cable, Gino, and Staats, 2013), as well as when enacting leader and…”
Emotion Work Revealed by Job Loss Discourse: Backgrounding-Foregrounding of Feelings, Construction of Normalcy, and (Re)instituting of Traditional Masculinities (2003, background): “…with the display rules of a specific identity that one has internalized (or wants to internalize) as a reflection of self—regardless of whether the expression genuinely reflects one’s current feelings,” then they experience deep authenticity (Ashforth & Tomiuk, 2000, p. 195, italics in original).”
Work at Leisure and Leisure at Work: A Study of the Emotional Labour of Tour Reps (2003, background): “Ashforth and Tomiuk (2000) suggest that it is not so much emotional labour that affects customer service staff but emotional dissonance (i.”
Recovery at Work: Understanding the Restorative Side of “Depleting” Client Interactions (2012, background): “On the one hand, qualitative research has helpfully identified the existence of “more difficult” clients (Ashforth & Tomiuk, 2000; Bailey & McCollough, 2000).”
Locking Up Emotion: Moving Beyond Dissonance for Understanding Emotion Labor Discomfort (2005, background): “…past research has suggested that expressing negative emotion is more likely to result in emotional dissonance, job dissatisfaction, and turnover (Ashforth & Tomiuk, 2000, p. 200), this study’s data suggest that when negative, tough, and stoic emotions uphold an identity that is organizationally…”
Emotional Strategies of Police and Their Varying Consequences for Burnout (2016, background): “However, requirements for emotion work may or may not conform to one’s self-concept or felt emotions, potentially inducing stress (Ashforth & Tomiuk, 2000).”
The emotional labour of gaining and maintaining access to the field (2015, background): “Surface acting made us aware of things that we did to improve our appearance in the eyes of the participants, but did not collide with our ‘authentic’ self-image since it was deemed necessary as part of our professional quest to guarantee access (cf. Ashforth and Tomiuk, 2000).”
DRIVING IT HOME: HOW WORKPLACE EMOTIONAL LABOR HARMS EMPLOYEE HOME LIFE (2014, background): “Nonetheless, as Ashforth and Tomiuk (2000) argue, employees identify to varying extents with the emotional display requirements of their role.”