Social Context Effects in the Display of Emotion: Accountability in a Simulated Organization1

Autor:	Peter J. Carnevale, Sharmin Tunguz
Rok vydání:	2011
Předmět:	Emotional labor Operationalization Social Psychology media_common.quotation_subject Accountability Social environment Quality (business) Display rules Psychology Affect (psychology) Social psychology Job interview media_common
Zdroj:	Journal of Applied Social Psychology. 41:1371-1398
ISSN:	0021-9029
DOI:	10.1111/j.1559-1816.2011.00768.x
Popis:	Emotional labor involves employees’ displays of appropriate emotions done to comply with emotional display rules created to attain organizational goals. This study examined whether display rules operationalized as process accountability (being held accountable for the quality of emotional displays during social interactions) and as outcome accountability (being held responsible for producing desired outcomes in others) would affect participants’ emotional labor. In a simulated job interview, process accountability increased emotional labor; this occurred only in the absence of outcome accountability. The findings imply that display rules that encourage attention to sustaining quality interactions are likely to be more successful in achieving organizational goals than are rules that focus directly on producing predetermined outcomes. jasp_768 1371..1398
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::cd6be0a62a05db58ef181de38dee9c3f https://doi.org/10.1111/j.1559-1816.2011.00768.x Zobrazit plný text záznamu Plný text