Emotional labor: A conceptualization and scale development

By Theresa M. Glomb, Michael J. Tews. 2004

475 citations recorded by the source corpus.

Subfields: General Health Professions, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/bf7004c06abab138b5621d901b600e79c014f5bc

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In General Health Professions

In Sociology and Political Science

Citations in the corpus

A multi-level view of leadership and emotions: Leading with emotional labor (2011, background): “Glomb and Tews (2004), as well as Diefendorff, Croyle, and Gosserand (2005), found support for the presence of this third type of emotional labor, and demonstrated that it is an effective form of emotional labor.”
Fun and friends: The impact of workplace fun and constituent attachment on turnover in a hospitality context (2014, background): “It is well documented that employees often experience emotional exhaustion and burnout from the emotional labor inherent in serving customers (Brotheridge and Grandey, 2002; Glomb and Tews, 2004; Hochschild, 1983; Morris and Feldman, 1996).”
Emotional dissonance in call centre work (2010, background): “A similar proposition is made by Glomb and Tews (2004)”
Emotion Display Rules, Emotion Regulation, and Teacher Burnout (2020, background): “It includes the expression, and non-expression, of felt emotions and can include suppressing or faking genuinely felt experiences (Glomb and Tews, 2004).”
Emotional labor, teacher burnout, and turnover intention in high-school physical education teaching (2017, background): “For example, Brotheridge and Lee (2002) and Glomb and Tews (2004) examined whether COR can explain the underlying mechanism of the relationship between emotional and job burnout among service employees.”
Emotional labour and negative job outcomes: An evaluation of the mediating role of emotional dissonance (2006, background): “Hochschild’s (1983) seminal work The Man-aged Heart: Commercialization of Human Feeling has inspired a body of research that is yet to reach consensus upon the definition, conceptualisation and operationalisation of emotional labour (Bono & Vey 2005; Glomb & Tews 2004).”
Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture (2019, background): “Surface acting, on the other hand, is an emotional labor strategy where individuals suppress and fake their emotions to comply with organizational display rules (Glomb and Tews, 2004).”
Moving emotional labor beyond surface and deep acting (2012, background): “Emotional labor requires workers to subordinate their genuine emotions in order to display emotions which are consistent with work role expectations (Glomb & Tews, 2004).”
Adaptation and validation of the teacher emotional labour strategy scale in China (2012, background): “…explored, resulting in many systematic examinations of the dimensionality, antecedents and consequences of emotional labour (e.g. Brotheridge & Grandey, 2002; Brotheridge & Lee, 2003; Diefendorff, Croyle, & Gosserand, 2005; Glomb & Tews, 2004; Kruml & Geddes, 2000; Morris & Feldman, 1996).”
On the positive and negative effects of emotion work in organizations (2006, background): “In addition, in the study of Glomb and Tews (2004) faking positive emotions had a similar negative effect on exhaustion as had suppressing negative emotions.”
Perceptions of leader emotion regulation and LMX as predictors of followers' job satisfaction and organizational citizenship behaviors (2012, unknown): “…and automatic, such genuine emotional experience demands that individualsmonitor the appropriateness of displays vis à vis social (e.g., professional, organizational or departmental) norms and in this sense, can require regulatory effort (Diefendorff, Croyle, & Gosserand, 2005; Glomb & Tews, 2004).”
Current Emotion Research in Organizational Behavior (2011, background): “Glomb and Tews (2004) found that genuine emotional displays are distinct from the other two forms of emotional labor.”
Smiling for a Wage: What Emotional Labor Teaches Us About Emotion Regulation (2015, background): “…surface acting is not just suppressing but also amplifying and faking emotions (Grandey, 2000), and specifically suppressing negative and amplifying positive emotions; however, conclusions seem to be the same even when suppressing positive and amplifying negative is necessary (Glomb & Tews, 2004).”
Teacher Wellbeing: The Importance of Teacher–Student Relationships (2011, unknown): “Researchers have introduced the concept of emotional labor to describe the emotional demands inherent to the teaching profession (Glomb and Tews 2004; Nias 1996).”
Emotional labour and strain in “front‐line” service employees: Does mode of delivery matter? (2009, background): “Customer service providers are frequently required to treat customers politely even when subjected to abuse ( Glomb and Tews, 2004”