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We test a multilevel exploratory predictive model, examining the relationships between emotional labor (EL) and workers' affectivity traits at a philanthropic hospital, where EL involves a process of emotional regulation at work involving emotional display rules, regulatory strategies, and emotional performance. Specifically, we test a model of the mediation effects of regulatory strategies and the moderation effects of emotional demands.

Participants were 306 workers from 45 different units of a hospital institution, whose performance was evaluated by 30 supervisors. Since workers' emotional display rules could not be represented as shared, unit-level beliefs, we chose two critical demands to test our hypotheses: (1) demand to express compassion and (2) demand to conceal anger or disapproval.

Using multilevel analysis, we found evidence that deep acting mediates between emotional demands to express compassion and emotional performance. We found further that demands to conceal anger toward coworkers increase the strength of the relationship between negative affectivity and surface acting.

Theoretical and practical implications of the study are also discussed.

Rarely is emotional labor explicitly discussed as a required aspect of crisis response work. While the gender inequities in withdrawal from the workforce emerging from the pandemic are well documented, we know little about the emotional toll of managing the ongoing disruption of the pandemic for women with different degrees of membership in organizations.

This research uses a dynamic mixed-methods approach in studying emotional labor among women during times of disruption. Specifically, we explore with surveys, daily diary entries, and semistructured interviews the emotional experiences of women working at a California-based nonprofit organization during the height of the COVID-19 pandemic. With our data, we are able to compare the emotional expectations and experiences of full-time (FT) and part-time (PT) employees.

Results show differences in emotional experiences and labor by group membership, with FT employees reporting higher rates of surface acting: FT employees suppressed (28%) and inauthentically expressed (12%) emotions more often than PT employees (23% and 5%, respectively). Qualitative evidence suggests socialization is occurring more formally for FT employees and informally for PT employees, influencing perceived emotional expectations and subsequent emotional labor.

The contributions to this volume focus on an understudied topic in nonprofit management: emotional experiences in times of disruption. Novel evidence on differing emotional experiences, particularly surface acting, as a function of group membership may motivate other research to disentangle issues of change management during crises.

These differing rates of surface acting have meaningful implications for burnout and retention of employees in a sector that is heavily reliant on voluntary and PT engagement. Thus, this work serves to provide organizational leadership and management insight on mechanisms shaping employee outcomes.

The findings here have important implications for employee well-being and are crucial to the way individuals across society manage the stress of working during times of crisis.

PT work is subject to different emotional norms than FT work. These novel findings provide value to organizational leaders who oversee a workforce with varying degrees of group membership.

This study aims to investigate the indirect relationship between exploitative leadership (EL) and psychological distress through emotional complexity. This study also predicted that belief in organizational conspiracy theories moderates the association between EL and emotional complexity. Furthermore, forgiveness climate acts as a boundary condition between emotional complexity and psychological distress.

The respondents of this time-lagged study (N = 325) were working in five-star and four-star hotels in three cities located in Pakistan, namely, Rawalpindi, Islamabad and Lahore. Data were collected through the questionnaire.

Results revealed that exploitative leaders cause emotional complexity among hotel employees, enhancing their psychological distress. The study further showed that hotel employees who believe in organizational conspiracy theories are more likely to experience emotional complexity under an exploitative leader. Additionally, the perceived forgiveness climate moderates the relationship between emotional complexity and psychological distress.

Hotel managers should avoid hiring those candidates for leadership positions who have a tendency to engage in exploitative behavior. Managers should maintain regular communication with hotel workers to minimize beliefs in organizational conspiracy theories. Managers should also develop a forgiveness climate to minimize psychological distress among hotel employees.

It is one of the few studies investigating the negative consequences of EL, particularly in the hospitality industry. This study has also identified the underlying causes of psychological distress among hotel workers.

With an emphasis on displaced aggression theory and social exchange theory, this study aims to investigate the harmful effects of exploitative leadership (EL) on employee creativity (EC) through the mediating role of knowledge hiding (KH). Moreover, this study examines the boundary effects of leader–member exchange (LMX) to explore conditions under which KH is more or less likely to occur.

The study employed time-lagged (i.e. three-wave), multisource (i.e. self-rated and peer-rated) research design to collect data from employees working in Pakistani service sector organizations. The study analyzed 323 responses using SMART PLS (v 3.3.3) to assess the measurement model and the structural model.

The findings reveal that EL is positively related to KH and negatively related to EC. The results also show partial mediating role of KH in the indirect relationship between EL and EC. Besides, the study also found that LMX moderates the positive relationship between EL and KH, and the negative relationship between EL and EC.

The study divulges interesting findings that subordinates at high-quality LMX relationships (i.e. in-group members) are more susceptible to the harmful effects of supervisory unjust treatment than at low-quality LMX relationships (i.e. out-group members). Thus, occurrence context of KH, i.e. EL should be minimized through appropriate organizational interventions.

This study contributes to the leadership and knowledge management literature by testing a hitherto unexplored moderated mediation model.

The study aimed to test the antecedents and consequences of emotional labor (EL) acting strategies in the hotel industry. More specifically, the purpose of this study was to examine the impacts of emotional intelligence (EI) on the relationships among EL acting strategies, emotional exhaustion (EE) and service recovery performance (SRP).

The survey was administered in five‐star hotels in Korea. Frontline employees of the hotels participated in the survey and a total of 353 returned questionnaires were used for data analysis.

The research confirmed the importance of EI in the context of EL. The paper provided empirical evidence that EI affected the EL acting strategies and their consequential behavioral outcomes.

The study suggests that hospitality managers must find ways to elevate employees' EI level. Performance management processes should incorporate identification and positive reinforcement of EL acting strategies that enhance SRP and customer satisfaction.

This study explored the under‐researched subject of EL and its role within a hospitality industry context. The study is among the first to examine EI as an emotional resource, EL acting strategies, EE and SRP as a form of job‐related performance simultaneously.

This study examines the relationship between emotional labour and burnout and the moderating effect of emotional intelligence on this relationship. The survey was conducted at several tourism and hospitality organizations in Florida, USA. The results show that both acting strategies of emotional labour relate positively to burnout. Tests of moderation show that emotional intelligence reduces employee burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence as a moderator, and provide some guidance for human resource practitioners about potentially beneficial training and recruitment activities. They also have implications for customer relationship management.

Leadership has a decisive role in the success of all types of businesses and firms, including small- and medium-sized enterprises (SMEs), and the ethical behavior of leaders is a key component which brings a sense of respect, fulfillment, trustworthiness and acceptance among the employees, which later become visible in their job performance (JP). This study aims to check the immediate effect of ethical leadership (EL) on employee’s JP (EJP) and also explore the indirect mediating effect of corporate social responsibility (CSR) on this EL and EJP nexus.

Primary data was obtained from the employees of manufacturing SMEs of Northern Italy using a cross-sectional design from the end of 2019 to the start of 2020. This paper circulated 450 self-administered questionnaires using simple random sampling, and 202 (44.88%) valid questionnaires were returned. The PROCESS macro was performed using statistical package for social sciences to ensure whether or not EL affects EJP and is there any mediation effect of CSR present in this nexus.

The results indicate that EL has a strong positive connection with EJP and CSR. Interestingly, CSR positively influences EJP. Furthermore, the results also report the strong mediating effect of CSR in the nexus of EL and EJP.

This scholarly work seeks to contribute not only to the literature of EL and EJP but also enriches the understanding of this EL-EJP association by highlighting the indirect effect of mediating variable CSR in the SME sector.

Purpose – To highlight and discuss a framework for promoting effective classroom assessment practice that supports the language and literacy development of English Learners (ELs).

Design/methodology/approach – Though it includes some practical recommendations, it primarily synthesizes the work found in theoretical books on EL assessment.

Findings – Provides information on the main issues teachers need to consider for engagement in effective assessment practices at the classroom levels, with particular attention to classroom-based assessment. It highlights the need for considering a multiliteracies approach.

Research limitations/implications – It focuses on ELs in the U.S. K-12 system, therefore, it does not encompass all the possible types of ELs. It does not focus on high-stakes testing.

Practical implications – A very useful source of information for both preservice and in-service teachers of ELs.

Originality/value – This chapter offers an overview of essential elements involved in the assessment of special populations of students as is the case of ELs in U.S. public schools.

Purpose: Work-related emotional exposure is a fundamental job characteristic in all kinds of service jobs from sales to law enforcement and corrections and from human services (nursing, counseling) to legal services. But formalized job descriptions are surprisingly silent about the emotional issues accompanying the jobs and roles service workers perform. This is surprising because formalized job descriptions are the foundation of job design, HR, and leadership practices that positively affect employee, customer, and organizational outcomes. Study Design/Methodology/Approach: This is a theory paper and review. To help clarify the emotional labor issues service employees confront, we explicate a model of emotional labor based on the attributes of jobs, roles, and professionalism. Findings: We define emotional labor as service work that exposes those who do such work to interactions with others that can arouse negative emotions. We propose that, while employing organizations define their jobs and employees craft their larger roles, professional norms and values also are a foundation for their emotional labor. Research Implications: We integrate this work-focused emotional labor model into the larger context in which such work occurs via theory and research on organizational climate. We suggest future research on this approach to understanding the antecedents and consequences of emotional labor work. We summarize the major research ideas of what should be the focus of such research and provide a hint about what an emotional labor climate scale might look like based on these ideas. Practical Implications: This chapter offers practical advice to HR managers about how to improve emotional labor. Social Implications: Better management of emotional labor can reduce employee stress and increase employee well-being. Originality/Value: This chapter develops an original model of emotional labor.

Drawing on knowledge-based view, social exchange theory and leader-member exchange, this study examines how exploitative leadership (EL) influences knowledge management (KM), its processes, and further investigates the moderating role of organisational citizenship behaviours (OCB) on the relationship between EL and KM.

Using a quantitative approach, survey data were collected from 356 faculty members in Iraqi public universities, and the direct and moderating relationships were assessed through Hierarchical regression by PROCESS v.3.3 macros in SPSS.

The study found a significant negative impact of EL on KM, including its processes, especially on knowledge utilisation. The assessment also revealed that OCB has a significant moderating impact on EL, particularly its effect on knowledge creation.

The empirical insights of the study are valuable and precious for policymakers, managers and academics in education sectors of developing countries, to enrich their managerial and scientific performance through addressing EL behaviours while considering the moderating effect of OCB.

The relevance of the study stems from the scarcity of research on EL, while studies on the negative behaviours of leaders as a predictor of KM process failures are significantly limited. Additionally, studies on the moderating impact of OCB on the linkage between EL and KM processes remain limited. This study is one of the earliest studies that investigate these inter-relationships amongst EL, OCB and KM processes.