Content and process approach to the job demands-resources model of emotional labour: A conceptual model

IMPACT

This article’s conceptual model provides a holistic lens for exploring the work environment of emotional labour (EL). Research has demonstrated high levels of burnout and mental health issues among EL workers. The negative outcomes associated with EL work are even more pronounced in the present Covid-19 landscape. By understanding EL workers’ cognitive processes, organizations stand a better chance of promoting work engagement, well-being, and effective organizational functioning. Practically, organizations may have to provide training and support to line managers to enable them to evolve within the same mindset as EL workers. Senior managers also have to exhibit visible support to workplace initiatives to allow for consistent implementation of job resources.

ABSTRACT

This article extends the job demands-resources model of emotional labour (EL) by distinguishing between the content and process aspects of job demands and job resources. Drawing on strategic human resource management literature, this article suggests that the manner in which organizations design and implement EL roles and human resource management initiatives will transmit ‘messages’ on the scope of job demands and resources. EL workers interpret these messages to make sense of the psychological meaning of their work and adopt EL strategies.

KEYWORDS:

• Covid-19
• content approach
• emotional labour
• job demands-resources model
• process approach
• strategic human resource management