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Using Expertise as a Firewall: Exploring Emotion Work of Novices and Experts

New Ways of Studying Emotions in Organizations

ISBN: 978-1-78560-221-4, eISBN: 978-1-78560-220-7

ISSN: 1746-9791

Publication date: 7 July 2015

Abstract

Emotion work benefits service organizations, but high emotion-workloads lead to negative consequences for employees. We examined differences between employees highly competent in emotion work (Experts) and those who are less competent (Novices). We found that Novices conformed to organizational level display rules, used simple strategies and felt overwhelmed by their emotion-workload. In contrast, Experts followed interaction level display rules, used proactive strategies, and found emotion work to be effortless. This suggests that emotion work competence can act as a firewall buffering employees from negative consequences. Hospitality organizations can benefit from encouraging employees to increase their emotion work competence.

Keywords

Citation

Perera, S. and Kulik, C.T. (2015), "Using Expertise as a Firewall: Exploring Emotion Work of Novices and Experts ", New Ways of Studying Emotions in Organizations (Research on Emotion in Organizations, Vol. 11), Emerald Group Publishing Limited, Bingley, pp. 341-368. https://doi.org/10.1108/S1746-979120150000011013

Publisher

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Emerald Group Publishing Limited

Copyright © 2015 Emerald Group Publishing Limited