A Multilevel Investigation of Self-monitoring and Variability in Emotional Labor

• Main Authors: Scott, Brent A., Barnes, Christopher M., WAGNER, David T.
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2011
• Subjects: Emotional labor; self-monitoring; withdrawal; Organizational Behavior and Theory
• Online Access: https://ink.library.smu.edu.sg/lkcsb_research/3495; https://doi.org/10.5465/AMBPP.2011.65869179
• Institution: Singapore Management University

In a multilevel study, we extend theory on emotional labor by examining both average levels and consistency in surface acting and deep acting over time. Seventy-eight employees provided 522 matched daily surveys over two weeks. Within individuals, surface acting was associated with lower job satisfaction and higher work withdrawal, while deep acting was associated with higher job satisfaction, and affective states generally mediated these relationships. Between individuals, variability (versus consistency) in surface acting was associated with job dissatisfaction and work withdrawal. Self-monitoring played a variety of roles in the above processes, exhibiting both main and moderating effects on emotional labor.