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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.

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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
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