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Using an emotion regulation framework to predict the outcomes of emotional labour.

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Mikolajczak, Moïra [UCL] Tran, Véronique [Ecole Supérieure de Commerce de Paris (ESCP)] Brotheridge, Céleste [Université du Québec à Montréal (UQAM)] Gross, James [Stanford University, USA]

Because our emotions are crucial determinants of how well we function in our personal and professional lives, researchers from different perspectives have sought to understand how emotions can be best managed for optimal functioning. In this chapter, we focus on two research traditions that have examined this issue, the emotion regulation (ER) tradition and the emotional labor (EL) tradition. This effort is predicated on the belief that a more fundamental research tradition such as ER can inform and complement a more applied research tradition such as EL, first by extending our understanding of the various processes by which employees deal with their emotions, and second, by permitting a more accurate prediction of the consequences of these emotions. A case is presented that discriminating more finely between the various emotion management strategies may help to resolve some of the paradoxical findings observed in the EL literature.

Document type Contribution à ouvrage collectif (Book Chapter) – Chapitre
Publication date 2009
Language Anglais
Host document C.E.J. Härtel, N.M. Ashkanasy, W.J. Zerb ; "Emotions in Groups, Organizations and Cultures"- 245-273 (ISBN : 978-1-84855-654-6)
Collection Research on Emotion in Organizations - 5
Publisher Emerald (Bingley, UK)
Publication status Publié
Affiliations UCL - PSP/PSP - Faculté de psychologie et des sciences de l'éducation
Ecole Supérieure de Commerce de Paris (ESCP) - Department d'Organisation et Ressources Humaines
Université du Québec à Montréal (UQAM) - Department d'Organisation et Ressources Humaines
Stanford University, USA - Department of Psychology
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Bibliographic reference Mikolajczak, Moïra ; Tran, Véronique ; Brotheridge, Céleste ; Gross, James. Using an emotion regulation framework to predict the outcomes of emotional labour.. In: C.E.J. Härtel, Emotions in Groups, Organizations and Cultures, Emerald  : Bingley, UK 2009, p.245-273
Permanent URL http://hdl.handle.net/2078.1/93717