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Chapter 2 Understanding the Relationship between Emotional Labor and Effort

What Have We Learned? Ten Years On

ISBN: 978-1-78052-208-1, eISBN: 978-1-78052-209-8

Publication date: 29 July 2011


This chapter addresses how emotional labor relates to effort; an important mediator in the relationship between emotional labor strategies and important outcomes. To better understand how effort functions in these relationships, a new way of understanding emotional labor strategies is considered. This new approach accounts for effort profiles associated with different types of emotional labor. Consequently, three distinct categories of emotional labor strategies emerge; cause-focused, symptom-focused, and avoidance actions. These new categories are contrasted with the current dichotomous understanding of emotional labor strategies; surface and deep acting. How these three distinct sets of emotional labor strategies are specifically related to effort – and thus to outcomes of interest – is discussed and propositions are made. The implications of, and avenues for future research afforded by this new categorization of emotional labor are discussed.


Goodwin, R.E. (2011), "Chapter 2 Understanding the Relationship between Emotional Labor and Effort", Härtel, C.E.J., Ashkanasy, N.M. and Zerbe, W.J. (Ed.) What Have We Learned? Ten Years On (Research on Emotion in Organizations, Vol. 7), Emerald Group Publishing Limited, Leeds, pp. 45-71.



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