The Open UniversitySkip to content
 

Beyond deep and surface acting. Perceived emotional effort in customer service roles

Quinones-Garcia, Cristina; Rodríguez-Carvajal, Raquel and Clarke, Nicholas (2010). Beyond deep and surface acting. Perceived emotional effort in customer service roles. Hummingbird, 1(1) pp. 22–25.

Full text available as:
[img]
Preview
PDF (Accepted Manuscript) - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
Download (165kB) | Preview
URL: http://www.southampton.ac.uk/gradschools/pdfs/humm...
Google Scholar: Look up in Google Scholar

Abstract

Emotional Labour (EL) is a central feature of customer service roles, which refers to the effort employees exert in order to manage the emotions required by their role. Despite the emphasis placed upon “effort”, the instruments developed to measure EL have been focused on the strategies “deep acting” (i.e. changing your own feelings to achieve the required display) and “surface acting” (i.e. changing only the outward display). The lack of consistent findings, however, reveals the limited explanatory power of deep and surface acting as predictors of employees’ well being. Initial evidence from qualitative studies has started to emerge and suggests that the effort employees perceive to perform EL could be a better predictor of employees’ well being. Based on these findings and building on relevant stress theory, we present the development and initial validation of the perceived emotional effort construct.

Item Type: Journal Item
Copyright Holders: 2010 University of Southampton
ISSN: 2043-7838
Academic Unit/School: Faculty of Business and Law (FBL) > Business > Department for People and Organisations
Faculty of Business and Law (FBL) > Business
Faculty of Business and Law (FBL)
Item ID: 39965
Depositing User: Cristina Quinones
Date Deposited: 22 Apr 2014 09:32
Last Modified: 24 Sep 2019 12:53
URI: http://oro.open.ac.uk/id/eprint/39965
Share this page:

Download history for this item

These details should be considered as only a guide to the number of downloads performed manually. Algorithmic methods have been applied in an attempt to remove automated downloads from the displayed statistics but no guarantee can be made as to the accuracy of the figures.

Actions (login may be required)

Policies | Disclaimer

© The Open University   contact the OU