Chapter 11 Using an emotion regulation framework to predict the outcomes of emotional labor

Abstract

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.

Citation

Mikolajczak, M., Tran, V., Brotheridge, C.M. and Gross, J.J. (2009), "Chapter 11 Using an emotion regulation framework to predict the outcomes of emotional labor", Härtel, C.E.J., Ashkanasy, N.M. and Zerbe, W.J. (Ed.) Emotions in Groups, Organizations and Cultures (Research on Emotion in Organizations, Vol. 5), Emerald Group Publishing Limited, Leeds, pp. 245-273. https://doi.org/10.1108/S1746-9791(2009)0000005013