THE IMPACT OF DISPLAY RULES AND EMOTIONAL LABOR ON PSYCHOLOGICAL WELL-BEING AT WORK
Emotional and Physiological Processes and Positive Intervention Strategies
ISBN: 978-0-76231-057-9, eISBN: 978-1-84950-238-2
Publication date: 17 December 2003
Display rules are formal and informal norms that regulate the expression of workplace emotion. Organizations impose display rules to meet at least three objectives: please customers, maintain internal harmony, and promote employee well-being. Despite these valid intentions, display rules can engender emotional labor, a potentially deleterious phenomenon. We review three mechanisms by which emotional labor can create worker alienation, burnout, stress, and low performance. Though not as widely discussed, emotional labor sometimes has propitious consequences. We discuss the potential benefits of emotional labor as well.
Cropanzano, R., Weiss, H.M. and Elias, S.M. (2003), "THE IMPACT OF DISPLAY RULES AND EMOTIONAL LABOR ON PSYCHOLOGICAL WELL-BEING AT WORK", Perrewe, P.L. and Ganster, D.C. (Ed.) Emotional and Physiological Processes and Positive Intervention Strategies (Research in Occupational Stress and Well Being, Vol. 3), Emerald Group Publishing Limited, Bingley, pp. 45-89. https://doi.org/10.1016/S1479-3555(03)03002-6
Emerald Group Publishing Limited
Copyright © 2003, Emerald Group Publishing Limited