Chameleonic or consistent? A multilevel investigation of emotional labor variability and self-monitoring

• Main Authors: Scott, B. A., BARNES, C. M., WAGNER, David T.
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2012
• Subjects: Business Administration, Management, and Operations
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/3287; https://ink.library.smu.edu.sg/context/lkcsb_research/article/4286/viewcontent/Scott_Barnes__Wagner_2012__AMJ_Chameleonicorconsistent_variabilityinemotionallabor.pdf
• Institution: Singapore Management University

We introduce the concept of emotional labor variability, which captures individual differences in surface acting and deep acting fluctuations over time. In a multilevel study of 78 customer service employees who provided 522 matched daily surveys over a two-week period, employees who were more varia...