Resources depletion model of emotional labour: perceived emotional effort as key factor in Spanish-English samples

Rodríguez-Carvajal, R.; Quinones-Garcia, C.; Clarke, N.; Moreno-Jiménez, B. and De Rivas-Hermosilla, S. (2010). Resources depletion model of emotional labour: perceived emotional effort as key factor in Spanish-English samples. In: 9th Conference of the European Academy of Occupational Health Psychology, 29-31 Mar 2010, Rome.

URL: http://www.eaohp.org/uploads/1/1/0/2/11022736/bop9...

Abstract

Emotional Labour (EL) and high turnover rates are central features of customer service roles within the Entertainment Industry. EL relates to the effort customer service employees have to exert in order to meet the emotional requirements of their job regardless of their own feelings. Evidence suggests that high leaving rates are the result of the stress associated to the EL employees have to perform. On the other hand, studies support that cultures differ in the extent to which they allow the free regulation of emotion. Impulsive cultures (e.g. Spain) encourage individuals to express their own emotions freely whereas in institutional cultures (e.g. UK) individuals tend not to express their own emotions and to regulate them in order to meet emotional rules.

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