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Automatic Regulation in Emotional Labor

Lee, Faith C
http://orcid.org/0009-0005-7813-5380
http://rave.ohiolink.edu/etdc/view?acc_num=akron1700119924964163

Abstract Details

2023, Doctor of Philosophy, University of Akron, Psychology-Industrial/Organizational.
In contrast to the dominant perspective of emotional labor as an effortful, controlled, and consciously enacted regulatory process, I contend that emotional labor may often and perhaps typically occur in a relatively automatic manner. Through skill-based and motivation-based processes, employees may develop the capability and motivation to automatically enact emotion regulation strategies in customer situations. Engaging in emotional labor through more automatic processes may consume fewer resources, result in fewer feelings of inauthenticity, and lead to better customer service performance. The primary purposes of this dissertation were to (1) conceptually define automatic regulation in emotional labor, (2) refine an existing measure to assess automaticity in the emotion regulation context, (3) consider antecedents of emotion regulation automaticity, and (4) examine the moderating effects of emotion regulation automaticity on the relationships between strategy use and employee outcomes. Results showed partial support for the hypothesized antecedents of emotion regulation automaticity and little support for the hypothesized moderating effects of automaticity, but exploratory analyses revealed evidence for a positive relationship between emotion regulation strategy use and automaticity, the mediating effects of autonomous motivation on automaticity, and the independent effects of strategy use and automaticity on employee well-being and performance outcomes. Implications and future research recommendations are discussed.
James Diefendorff (Advisor)
Rebecca Erickson (Committee Member)
Meghan Thornton-Lugo (Committee Member)
Jennifer Stanley (Committee Member)
Andrea Snell (Committee Member)
269 p.
Psychology
Automatic regulation; emotion regulation; emotional labor

Recommended Citations

Citations

  • Lee, F. C. (2023). Automatic Regulation in Emotional Labor [Doctoral dissertation, University of Akron]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=akron1700119924964163

    APA Style (7th edition)

  • Lee, Faith. Automatic Regulation in Emotional Labor. 2023. University of Akron, Doctoral dissertation. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=akron1700119924964163.

    MLA Style (8th edition)

  • Lee, Faith. "Automatic Regulation in Emotional Labor." Doctoral dissertation, University of Akron, 2023. http://rave.ohiolink.edu/etdc/view?acc_num=akron1700119924964163

    Chicago Manual of Style (17th edition)

akron1700119924964163
104
© 2023, all rights reserved.
This open access ETD is published by University of Akron and OhioLINK.