Ambiguity, appraisal, and affect: examining the connections between goal perceptions, emotional labour, and exhaustion

ABSTRACT

Although public management scholars have examined the causes and consequences of goal ambiguity in public organizations, we know less about how goal perceptions intersect with emotional labour (EL) to shape attitudes in the public workplace. To address this gap, we draw from appraisal theory to examine the connection between goal perceptions and EL in U.S. government agencies. We then explore how these two concepts work in concert to shape one aspect of burnout, emotional exhaustion. Our evidence suggests that goal perceptions and EL interact such that goal characteristics appear more threatening under heavy emotional work demands.

KEYWORDS:

• Goal ambiguity
• emotional labour
• exhaustion

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Randall S. Davis

Randall S. Davis ([email protected]) is an Associate Professor in the School of Management and Marketing at Southern Illinois University. He earned his PhD in Public Administration at the University of Kansas. His research explores the environmental and psychological mechanisms that contribute to individual and organizational performance in the public sector. He has also conducted research on several topics including organizational goals, occupational stress, and public employee motivation.

Edmund C. Stazyk

Edmund C. Stazyk’s ([email protected]) is an Associate Professor in the Department of Public Administration & Policy at the University at Albany. Stazyk’s research focuses on the application of organization theory and behavior to public management, public administration theory, and human resources issues. His primary interests are in the areas of organizational and individual performance with an emphasis on employee motivation.