Emotional labor and burnout: Comparing two perspectives of "people work"

By Céleste M. Brotheridge, Alicia A. Grandey. 2002

2,350 citations recorded by the source corpus.

Subfields: General Health Professions, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/a82d4fabff8ffead210ed60830f93a115b62b048

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In General Health Professions

In Sociology and Political Science

Citations in the corpus

Recovery at Work: Understanding the Restorative Side of “Depleting” Client Interactions (2012, background): “…that must shoulder the financial burden associated with replacing and training employees in a sector where turnover can reach over 60 percent (Brotheridge & Grandey, 2002; Mor-Barak, Nissly, & Levin, 2001), and the quality of care provided to the clients when it is compromised by an…”
Affective Service Display and Customer Mood (2005, background): “An emerging body of research (e.g., Brotheridge and Grandey 2002; Erickson and Wharton 1997; Grandey 2003) has shown that employees who deep act feel greater accomplishment at work and receive higher service ratings, whereas those who engage only in surface acting receive lower ratings and feel…”
On the positive and negative effects of emotion work in organizations (2006, background): “Brotheridge and Grandey (2002) and Diefendorff and Richard (2003) found a positive effect of the requirement to express positive emotions on job satisfaction.”
Emotional job demands and emotional exhaustion in teachers (2015, background): “Moreover, some authorities (e.g. Brotheridge & Grandey, 2002; Feuerhahn, Bellingrath, & Kudieka, 2013; Näring, Vlerick, & Van de Ven, 2012; Taris & Schreurs, 2009) have flagged the need to distinguish between different types of emotional job demands, investigate their individual and joint effects…”
Customer (In)Justice and Emotional Labor: The Role of Perspective Taking, Anger, and Emotional Regulation† (2008, background): “This situation has been termed surface acting, and has been shown to cause both burnout and depression among employees (Abraham, 1998; Brotheridge & Grandey, 2002; Erickson & Wharton, 1997).”
Emotional intelligence: an integrative meta-analysis and cascading model. (2010, background): “…by a history of emotion regulation literature that points to differences in the extent to which certain emotion regulation processes are effective (Brotheridge & Grandey, 2002; Brotheridge & Lee, 2002; Côté, 2005; Diefendorff & Gosserand, 2003; Goldberg & Grandey, 2007; Grandey, 2003; Grandey et…”
Contextualizing Emotional Display Rules: Examining the Roles of Targets and Discrete Emotions in Shaping Display Rule Perceptions (2009, background): “Emotional labor research typically has operationalized display rules with two expression management strategies, express and suppress (e.g., Brotheridge & Grandey, 2002; Diefendorff & Richard, 2003).”
Emotion work and emotional exhaustion in teachers: the job and individual perspective (2012, background): “In a convenience sample of young workers in a variety of professions, emotional job demands were related to emotional labour, especially to deep acting (Brotheridge and Grandey 2002).”
Emotional labour profiles: Associations with key predictors and outcomes (2018, background): “In contrast, many other types of employees usually have no or very limited contacts with customers, leading them to face limited emotional demands at work (Brotheridge & Grandey, 2002).”
Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance (2006, background): “In particular, clarification is needed in regard to the proposed causal relationship between emotional labour and negative work outcomes such as emotional exhaustion (Brotheridge & Grandey 2002; Härtel, Hsu & Boyle 2002; Wharton 1993; Wharton & Erickson 1993).”
Exploring Emotion in Teaching: Emotional Labor, Burnout, and Satisfaction in Chinese Higher Education (2008, background): “…2003; Kruml & Geddes, 2000; Morris & Feldman, 1996), and emotional dissonance is largely blamed as a major source of emotional labor discomfort and burnout (Ashforth & Humphrey, 1993; Bakker & Heuven, 2006; Brotheridge & Grandey, 2002; Morris & Feldman, 1996; Pugliesi, 1999; Tracy, 2005).”
What’s Love Got to Do with It? A Longitudinal Study of the Culture of Companionate Love and Employee and Client Outcomes in a Long-term Care Setting (2014, background): “Relatedly, employees may contribute more toward stronger compassion-oriented goals, compared with self-image goals (Canevello and Crocker, 2010), which could then lead to a cycle of greater positive interpersonal responsiveness and thus enhanced teamwork.”
Customer Mistreatment, Employee Health, and Job Performance (2017, background): “…employee burnout (Schaufeli & Enzmann, 1998), more recent research shows that aggression from customers is actually more likely to occur than aggression from coworkers (LeBlanc & Kelloway, 2002) and that these interactions have substantial adverse effects on employees (Brotheridge & Grandey, 2002).”
Perceptions of leader emotion regulation and LMX as predictors of followers' job satisfaction and organizational citizenship behaviors (2012, positive): “…between internal feelings and external expressions, surface acting not only appears phony to observers, but can result in emotional dissonance and therefore, high levels of stress and burnout for the actor (e.g., Brotheridge & Grandey, 2002; Erickson & Wharton, 1997; Schaubroeck & Jones, 2000).”