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This paper's aim is to study a neglected relationship: testing the impact of emotional labor on the work exhaustion for samples of emergency medical service (EMS) professionals.

Three distinct samples of EMS professionals, i.e. emergency medical technician (EMT) – basic, EMT – intermediate, and paramedic, were surveyed to test the impact of three variable sets, personal (e.g. gender, age, health), work‐related (e.g. years of service, job satisfaction), and emotional labor (i.e. surface acting, deep acting) on work exhaustion.

Results across the three samples consistently showed that surface acting had a significantly stronger positive impact than deep acting on work exhaustion. In addition it was found that surface acting had a significantly stronger negative relationship to job satisfaction than deep acting. Surface acting also had a significant negative relationship to perceived health. Years of service were positively related to work exhaustion across all samples, while job satisfaction was negatively related.

Work exhaustion is an occupational risk for EMS professionals. Individuals considering EMS as a career must have realistic expectations and information about the rewards as well as challenges facing them. To help buffer the impact of emotional labor on work exhaustion and related outcomes, EMS stakeholders should consider facilitating mentor and/or peer support group programs to enhance the development of stronger camaraderie in different EMS‐based organizations (e.g. hospitals, fire services).

Prior research has not tested for the impact of emotional labor on work exhaustion for EMS professionals. Even after controlling for personal and work‐related variables, surface acting maintained a stronger positive impact than deep acting on work exhaustion. Key demographics for each of the three samples (type of work, community size, gender) indicate representativeness to previous cohort samples of nationally certified EMS professionals.

Interactions between local people and guests/visitors are the main elements of tourism experience. And local festivals, considered as a significant part of festival tourism, are quite important in this context. Though many studies have been conducted about interaction between local residents and guests tourists, emotional solidarity remains as a concept which has not yet been studied much in tourism literature on local festivals. The aim of this study is to examine emotional solidarity in tourism festival literature and to determine the relationships between perceptions of local people related to social impacts of festivals and emotional solidarity they feel for guests/visitors.

In line with this purpose, a quantitative approach was adopted, and 19th weaving, culture and handicrafts festival held in Buldan was chosen to be studied as it is an important festival for local people dwelling in Buldan, Denizli province located in Aegean Region in Turkey. The study data were obtained through questionnaire method conducted with Buldan residents during the 19th festival (June, 28th–30th, 2019). The sample was determined with random sampling method.

The data were analyzed via factor and regression analyses. As a result of factor analysis, social impacts of the festivals were grouped under 6 factors (under 3 subfactors of social benefits: communal benefits, cultural–educational benefits, social unity benefits; under 3 subfactors of social costs: concerns related to social resources, concerns related to life quality and concerns related to social order).

Local people's perceptions of social impacts of festivals must be determined in order to find their impacts on emotional solidarity, and deficiencies must be remedied. Local governments who organize festivals to invigorate local economies usually try to attract more visitors with the purpose of maximizing economic impacts of festivals, and this is done without placing much importance on the social problems and social change that may arise in the future (Crandall, 1994).

Relationships were determined between emotional solidarity and residents' perceptions towards social and cultural–educational benefits as well as their concerns related to social resources and life quality.

The practice of tele‐ or home‐working, has been adopted by an increasing number of companies and workers in response to the changing economic and social needs that characterise the world of work today. Working from home brings new challenges as well as benefits, and a variety of studies have examined the impact of tele‐working in terms of such benefits and costs. Few studies, however, have focused on the emotional impact that working away from the office may have on workers as they cope with new technologies, reduced support, increased social isolation and other changes. This neglect of the feelings of workers reflects a somewhat wider neglect in the arena of emotion at work in general. The present study aims to redress this balance through a qualitative pilot study that examines the changing emotions that tele‐workers experience. The implications of the study for tele‐workers and managers are outlined.

This study aims at finding the impact of teachers’ emotional intelligence on student achievement.

For a sample of 224 public school teachers, regression analysis has been conducted to find the impact of emotional intelligence on student achievement through the mediation of teacher commitment and school culture.

The study results indicate that the relationship between emotional intelligence and student achievement is mediated by school culture.

Previous studies on emotional intelligence and student achievement have focused on emotional intelligence of the principals only. Literature on the impact of teachers’ emotional intelligence on student achievement is scarce. The current study adds to this strand of literature by exploring the impact of teachers’ emotional intelligence in enhancing student achievement.

As a service segment, the food and beverage industry has great potential for intensive interface between the consumer and the service provider and between the service provider and the back of the house staff. Given the significance of the perception of the provision of service to the consumer, it is important to study every aspect of the interaction. With this in mind, the purpose of this study is to examine the relationships between emotional labor, service quality, purpose of consumption, satisfaction and customer loyalty as seen through the perceptions of the consumer.

Survey data were collected from 400 respondents using an online market research firm in the USA. This research used three independent variables (emotional labor, service quality and purpose of consumption), each with two levels in a between-subjects 2 × 2 × 2 factorial experimental design. Eight scenarios were used to represent the eight different combinations of variables to test their effects.

Two very interesting findings emerged from this study. The first was that consumers’ purpose of consumption, whether dining for leisure or business, had no significant impact on their satisfaction or loyalty, either independently or in conjunction with emotional labor or service quality. The second most interesting finding was that the interaction of service quality and emotional labor did have a significant impact on satisfaction but not loyalty.

A restaurants’ standards of service should be the same, regardless of the business or leisure demographic being served. Authenticity matters, and therefore, employers should incorporate personality evaluation into the hiring process. Perhaps, focusing more on attitude and less on skill would lead to great customer satisfaction and loyalty.

This article furthers the relatively young research stream examining the impacts of emotional labor on the consumer.

The purpose of this paper is to explore the impact of coping style, self-efficacy, resilience and emotional reaction of trauma-related intrusions in young offenders.

This is a quantitative study using questionnaires. The sample was 152 young offenders in custody who were approached in their residential hall. Upon agreeing to participate they were given 24 hours to complete the questionnaire pack and returned these to the researcher at a designated time and place.

Over 90 per cent of the sample indicated at least one traumatic event; 33.6 per cent indicated eight or more. Number of traumatic events did not impact on self-efficacy, resilience or coping strategy used. The type of coping strategy did not significantly impact on emotional reaction to intrusions across trauma groups. Participants with higher self-efficacy demonstrated greater problem-focused coping and less emotional reaction to intrusions. Participants with greater resilience scores utilised more problem and emotion-focused coping and experienced less emotional reaction to their intrusions. Resilience was predicted by self-efficacy and emotional reaction to intrusions.

Professionals working with young offenders with trauma-related intrusions should focus on building strengths in the areas of problem-focused coping, self-efficacy and resilience.

This paper adds to the literature on trauma in male young offenders by looking at psychological factors which could be developed upon to improve ability to manage intrusive thoughts.

The aim of the research reported in this article was to develop a conceptual model that links emotional labor strategies performed by service employees to a number of relevant antecedents as well as to a variety of customer outcomes. We link emotional labor directly to the customer domain by examining how customers experience and react to emotional displays of service employees. Thus, we expand current emotional labor research which has predominantly focused on employee and organizational outcomes but has offered limited theoretical guidance as to how customers may be directly affected by emotional labor in the service delivery process. Specific research propositions are developed that offer insight into the antecedents and potential impact of emotional labor strategies on customer behavior. Managerial and research implications as well as avenues for future research are discussed from the perspective of emotional labor theory.

Purpose – Past research on emotions in negotiation has focused primarily on the impact of the emotional state of one negotiator in a negotiation. We focus instead on the group emotional tone of the negotiation, defined as the joint emotional experience of all negotiators in the negotiation. Past research also has focused only on one dimension of emotions in negotiation: valence. We focus instead on two additional dimensions of emotions: uncertainty and action tendencies. Examining emotions at the group level, and taking a multidimensional perspective on emotions in negotiation, provides a more nuanced examination of the effects of emotions in negotiation, and also highlights the possibility of emotional ambivalence (and its effects) both within and across negotiators within a negotiation.

Approach – We examine emotions at the group level, and take a multidimensional approach to understanding the impact of group-level emotions within the context of a negotiation.

Findings – We propose that groups characterized by certain versus uncertain emotional tone will have different perceptions of risk in the environment, which can prompt different behavioral outcomes that affect group negotiation processes and outcomes. Furthermore, we propose that groups characterized by different action tendencies will display differences in willingness to engage others during negotiation, which can significantly influence group negotiation processes and outcomes. Evaluating these additional dimensions should provide a more comprehensive perspective on the effects of group-level emotions on negotiation processes and outcomes.

Value – This review is intended to illuminate the powerful role that negotiation-level emotional tone might play in group negotiation behaviors and outcomes. Part of the importance of understanding the impact of group emotional tone is for group leaders to anticipate – and possibly proactively manage – its impact. This can provide managers a reference point to better understand – and effectively manage – negotiations among group members.

Nowadays, computer-mediated communication (CMC) is an inherent part of consumers’ daily interactions. That kind of communication, however, is associated with limited options to express emotions and, thus, impairs smooth interactions. Considering these shortcomings, existing research has paid attention to the use of smileys and examines their impacts on communication. Nevertheless, little is known about the effects of smileys on the receivers’ emotions as well as on the interaction between the communication partners. Against this background, the study aims to investigate the appropriateness of smileys in causing emotional contagion in CMC. That interpersonal mechanism fosters harmonic interactions and strengthens the relationship between interaction partners by sharing emotions.

Field data of 1,745 females were obtained through an online experiment applying two scenarios that only differ by the use of either a positive or a negative smiley. The appropriateness of both smileys to express positive or negative emotions was pretested in a study with 18 respondents.

The findings support the assumption that emotions expressed by smileys affect receivers’ emotions through the process of emotional contagion. Furthermore, the effects of the negative smiley on the emotions of the receivers are moderated by the receivers’ susceptibility to emotional contagion.

Findings contribute to current research on CMC by offering a deeper understanding of the impacts of smileys on interactions. In that way, the present study underlines the suitability of smileys to stimulate emotional contagion in a “cueless” environment.

In this study, we proposed and tested a motivational framework of emotional labor. This model incorporates positive and negative affect, motivation to express positive emotions, emotion regulation strategies (emotion suppression, reappraisal, and naturally felt emotions), and job satisfaction. Based on a sample of 147 employees, results generally supported our hypotheses and indicated that employees’ motivation to express positive emotions leads to the expression of the naturally felt emotions and the use of reappraisal. In contrast, motivated employees used less emotion suppression in their work. Hence, employees’ motivation seems to facilitate the adoption of a more authentic stance toward customers. Moreover, employees’ affectivity impacted emotional labor strategies. Finally, replicating past findings, job satisfaction was associated with a more authentic demeanor. This chapter contributes to emotional labor theory by extending our comprehension of emotional labor antecedents, which have been relatively under-investigated by emotion researchers. Moreover, this study demonstrated that self-determination theory is a relevant framework to better understand the emotional labor process. Overall, this motivational approach to the study of emotional labor can lead to more extensive research on emotional labor antecedents.