658
Views
41
CrossRef citations to date
0
Altmetric
Original Articles

Emotion work in the Hellenic frontline services environment: how it relates to emotional exhaustion and work attitudes

&
Pages 1108-1130 | Published online: 12 Jun 2008

References

  • Aiken , L.S. and West , S.G. 1991 . Multiple Regression: Testing and Interpreting Interactions , Newbury Park, CA : Sage .
  • Allen , N.J. and Meyer , J.P. 1990 . The Measurement and Antecedents of Affective, Continuance and Normative Commitment . Journal of Occupational Psychology , 63 : 1 – 18 .
  • Ashforth , B.E. and Humphrey , R.H. 1993 . Emotional Labor in Service Roles: The Influence of Identity . Academy of Management Review , 18 : 88 – 105 .
  • Ashforth , B.E. and Tomiuk , M.A. 2000 . “ Emotional Labour and Authenticity: Views from Service Agents ” . In Emotion in Organization , 2nd ed. , Edited by: Fineman , S. 184 – 203 . London : Sage .
  • Baron , R.M. and Kenny , D.A. 1986 . The Moderator-mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic and Statistical Considerations . Journal of Personality and Social Psychology , 51 : 1173 – 1182 .
  • Berry , W.D. and Feldman , S. 1985 . Multiple Regression in Practice , Beverly Hills, CA : Sage .
  • Behling , O. and Law , K.S. 2000 . Translating Questionnaires and Other Research Instruments: Problems and Solutions , Thousand Oaks, CA : Sage .
  • Best , S.J. , Krueger , B. , Hubbard , C. and Smith , A. 2001 . An Assessment of the Generalizability of Internet Surveys . Social Science Computer Review , 19 : 131 – 145 .
  • Bourantas , D. and Papadakis , V. 1997 . Greek Management: Diagnosis and Prognosis . International Studies of Management and Organization , 26 ( 3 ) : 13 – 32 .
  • Bozionelos , N. 2003 . Causal Path Modelling: What it Does and What it Does not Tell Us . Career Development International , 8 : 5 – 11 .
  • Brotheridge , C.M. and Grandey , A.A. 2002 . Emotional Labor and Burnout: Comparing Two Perspectives of ‘People Work’ . Journal of Vocational Behavior , 60 : 17 – 39 .
  • Brotheridge , C.M. and Lee , R.T. 2003 . Development and Validation of the Emotional Labour Scale . Journal of Occupational and Organizational Psychology , 76 : 365 – 379 .
  • Chen , T.-Y. , Chang , P.-L. and Yeh , C.-W. 2004 . A Study of Career Needs, Career Development Programs, Job Satisfaction and the Turnover Intentions of R&D Personnel . Career Development International , 9 : 424 – 437 .
  • Cordes , C.L. and Dougherty , T.W. 1993 . A Review and an Integration of Research on Job Burnout . Academy of Management Review , 18 : 621 – 656 .
  • Crampton , S.M. and Wagner , J.A. III . 1994 . Percept-percept Inflation in Microorganizational Research: An Investigation of Prevalence and Effect . Journal of Applied Psychology , 79 : 67 – 76 .
  • Cropanzano , R. , Rupp , D.E. and Byrne , Z.S. 2003 . The Relationship of Emotional Exhaustion to Work Attitudes, Job Performance, and Organizational Citizenship Behaviors . Journal of Applied Psychology , 88 : 160 – 169 .
  • DeVellis , R.F. 1991 . Scale Development: Theory and Applications , Newbury Part, CA : Sage .
  • Draper , N.R. and Smith , H. 1981 . Applied Regression Analysis , 2nd ed. , New York : Wiley .
  • Dunlap , W.P. and Kemery , E.R. 1987 . Failure to Detect Moderating Effects: Is Multicollinearity the Problem? . Psychological Bulletin , 102 : 418 – 420 .
  • Eby , L.T. 1997 . Alternative Forms of Mentoring in Changing Organizational Environments: A Conceptual Extension of the Mentoring Literature . Journal of Vocational Behavior , 51 : 125 – 144 .
  • The Economist . 2005 . The World in 2006 , London : The Economist .
  • The Economist . 2006 . “ Services ” . retrieved on August 21, 2006, from: http://www.economist.com/research/Economics/alphabetic.cfm?letter = S#services
  • Eleftheriou , A. and Robertson , I. 1999 . A Survey of Management Selection Practices in Greece . International Journal of Selection and Assessment , 7 : 203 – 208 .
  • European Commission (2006), “Economy and Finance: Real GDP Growth Rate,” retrieved on August 21, 2006, from: http://epp.eurostat.ec.europa.eu/portal/page?_pageid = 1996,39140985and_dad = portaland_schema = PORTALandscreen = detailrefandlanguage = enandproduct = SDI_MAINandroot = SDI_MAIN/sdi/sdi_ed/sdi_ed_inv/sdi_ed1110 (http://epp.eurostat.ec.europa.eu/portal/page?_pageid=1996,39140985and_dad=portaland_schema=portalandscreen=detailrefandlanguage=enandproduct=sdi_mainandroot=sdi_main/sdi/sdi_ed/sdi_ed_inv/sdi_ed1110)
  • Forster , M.R. 2000 . Key Concepts in Model Selection: Performance and Generalizability . Journal of Mathematical Psychology , 44 : 205 – 231 .
  • Gatley , S. , Lessem , R. and Altman , Y. 1996 . Comparative Management: A Transcultural Odyssey , London : McGraw-Hill .
  • Gattiker , U.E. and Larwood , L. 1986 . Subjective Career Success: A Study of Managers and Support Personnel . Journal of Business and Psychology , 1 : 78 – 94 .
  • Grandey , A. 2000 . Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor . Journal of Occupational Health Psychology , 5 : 95 – 100 .
  • Grandey , A.A. 2003 . When ‘The Show Must Go On’: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-rated Service Delivery . Academy of Management Journal , 46 : 86 – 96 .
  • Hackman , J.R. and Oldham , G.R. 1975 . Development of the Job Diagnostic Survey . Journal of Applied Psychology , 60 : 574 – 580 .
  • Helseth , S. and Lund , T. 2005 . Assessing Health-related Quality of Life in Adolescents: Some Psychometric Properties of the First Norwegian Version of KINDL(R) . Scandinavian Journal of Caring Sciences , 19 : 102 – 109 .
  • Hochschild , A.R. 1983 . The Managed Heart: Commercialization of Human Feeling , Berkeley, CA: : University of California Press .
  • Hofstede , G. 1993 . Cultural Constraints in Management Theories . Academy of Management Executive , 7 : 81 – 94 .
  • Hofstede , G. 2001 . Culture's Consequences: Comparing Values, Behaviors, Institutions, and Organizations Across Nations , Thousand Oaks, CA : Sage .
  • Hofstede , G. and Bond , M.H. 1988 . The Confucius Connection: From Cultural Roots to Economic Growth . Organizational Dynamics , 16 ( 4 ) : 5 – 21 .
  • Howell , D.C. 1987 . Statistical Methods for Psychology , 2nd ed. , Boston, MA : Duxbury Press .
  • Judd , C.M. and Kenny , D.A. 1981 . Process Analysis: Estimating Mediation in Evaluation Research . Evaluation Research , 5 : 602 – 619 .
  • Kakava , C. 2002 . Opposition in Modern Greek Discourse: Cultural and Contextual Constraints . Journal of Pragmatics , 34 : 1537 – 1568 .
  • King , R.C. , Xia , W. , Campbell-Quick , J. and Sethi , V. 2005 . Socialization and Organizational Outcomes of Information Technology Professionals . Career Development International , 10 : 26 – 51 .
  • Lee , K. , Allen , N.J. and Meyer , J.P. 2001 . The Three-component Model of Organizational Commitment: An Application to South Korea . Applied Psychology: An International Review , 50 : 596 – 614 .
  • Lee , R.T. and Ashforth , B.E. 1996 . A Meta-analytic Examination of the Correlates of the Three Dimensions of Job Burnout . Journal of Applied Psychology , 81 : 123 – 133 .
  • Malhotra , N.K. , Agarwal , J. and Peterson , M. 1996 . Methodological Issues in Cross-cultural Marketing Research: A State-of–the-art Review . International Marketing Review , 13 : 7 – 43 .
  • Maslach , C. 1982 . Burnout: The Cost of Caring , Englewood Cliffs, NJ : Prentice Hall .
  • Maslach , C. and Jackson , S.E. 1986 . Maslach Burnout Inventory Manual , 2nd ed. , Palo Alto, CA : Consulting Psychologists Press .
  • Maslach , C. , Schaufeli , W.B. and Leiter , M.P. 2001 . Job Burnout . Annual Review of Psychology , 52 : 397 – 422 .
  • Melamed , T. 1996 . Validation of a Stage Model of Career Success . Applied Psychology: An International Review , 45 : 35 – 65 .
  • Meyer , J.P. and Allen , N.J. 1984 . Testing the ‘Side-bet Theory’ of Organizational Commitment: Some Methodological Considerations . Journal of Applied Psychology , 69 : 372 – 378 .
  • Meyer , J.P. , Stanley , D.J. , Herscovitch , L. and Topolnytsky , L. 2002 . Affective, Continuance, and Normative Commitment to the Organization: A Meta-analysis of Antecedents, Correlates, and Consequences . Journal of Vocational Behavior , 61 : 20 – 52 .
  • Morris , J.A. and Feldman , D.C. 1996 . The Dimensions, Antecedents, and Consequences of Emotional Labor . Academy of Management Review , 21 : 986 – 1001 .
  • Mowday , R.T. , Steers , R.M. and Porter , L.W. 1979 . The Measurement of Organizational Commitment . Journal of Vocational Behavior , 14 : 224 – 247 .
  • OECD . 2003 . Structural Statistics for Industry and Services: 1970–2001 , Paris : OECD . (CD–ROM)
  • Podsakoff , P.M. , MacKenzie , S.B. , Lee , J-Y. and Podsakoff , N.P. 2003 . Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies . Journal of Applied Psychology , 88 : 879 – 903 .
  • Rafaeli , A. and Sutton , R.I. 1987 . Expression of Emotion as a Part of the Work Role . Academy of Management Review , 12 : 23 – 37 .
  • Rafaeli , A. and Sutton , R.I. 1990 . Busy Stores and Demanding Customers: How do they Affect the Display of Positive Emotion? . Academy of Management Journal , 33 : 623 – 637 .
  • Riketta , M. 2002 . Attitudinal Organizational Commitment and Job Performance: A Meta-analysis . Journal of Organizational Behavior , 23 : 257 – 266 .
  • Ronen , S. and Shenkar , O. 1985 . Clustering Countries on Attitudinal Dimensions: A Review and Synthesis . Academy of Management Review , 10 : 435 – 454 .
  • Scheaffer , R.L. , Mendenhall , W. and Ott , L. 1990 . Elementary Survey Sampling , Boston, MA : PWS–KENT Publishing Company .
  • Schmitt , N. 1994 . Method Bias: The Importance of Theory and Measurement . Journal of Organizational Behavior , 15 : 393 – 398 .
  • Schwartz , S.H. 1994 . “ Beyond Individualism/collectivism: New Cultural Dimensions of Values ” . In Individualism and Collectivism: Theory, Method and Applications , Edited by: Kim , U. , Triandis , H.C. , Kagitcibasi , C. , Choi , S-C. and Yoon , G. 85 – 119 . Beverley Hills, CA : Sage .
  • Schwartz , S.H. and Bilsky , W. 1987 . Towards a Universal Psychological Structure of Human Values . Journal of Personality and Social Psychology , 53 : 550 – 562 .
  • Sheldon , K.M. , Ryan , R.M. , Rawsthorne , L.J. and Ilardi , B. 1997 .  Trait Self and True Self: Cross-role Variation in the Big-five Personality Traits and its Relations with Psychological Authenticity and Subjective Well-being . Journal of Personality and Social Psychology , 73 : 1380 – 1393 .
  • Shirom , A. 1989 . “ Burnout in Work Organizations ” . In International Review of Industrial and Organizational Psychology (Vol. 4) , Edited by: Cooper , C.L. and Robertson , I. 25 – 48 . New York : Wiley .
  • Smith , P.B. , Peterson , M.F. and Schwartz , S.H. 2002 . Cultural Values, Sources of Guidance, and their Relevance to Managerial Behavior: A 47-nation Study . Journal of Cross-Cultural Psychology , 33 : 188 – 208 .
  • Sokal , R.R. and Rohlf , F.J. 1981 . Biometry , 2nd ed. , San Francisco, CA : Freeman .
  • Sutton , R.I. 1991 . Maintaining Norms about Expressed Emotions: The Case of Bill Collectors . Administrative Science Quarterly , 36 : 245 – 268 .
  • Tellis , G.J. , Stremersch , S. and Yin , E. 2003 . The International Take-off of New Products: The Role of Economics, Culture, and Country Innovativeness . Marketing Science , 22 : 188 – 208 .
  • Totterdell , P. and Holman , D. 2003 . Emotion Regulation in Customer Service Roles: Testing a Model of Emotional Labor . Journal of Occupational Health Psychology , 8 : 55 – 73 .
  • Triandis , H.C. , Vassiliou , V. and Nassiakou , M. 1968 . Three Cross-cultural Studies of Subjective Culture . Journal of Personality and Social Psychology Monograph Supplement , 8 ( 4 ) : 1 – 42 .
  • Trompenaars , F. 1993 . Riding the Waves of Culture: Understanding Cultural Diversity in Business , London : Nicholas Brealey Publishing .
  • Tschan , F. , Rochat , S. and Zapf , D. 2005 . It's Not Only Clients: Studying Emotion Work with Clients and Co-workers with an Event-sampling Approach . Journal of Occupational and Organizational Psychology , 78 : 195 – 220 .
  • United Nations (2005a), “National Accounts Main Aggregates Database: Per Capita GDP in US Dollars,” retrieved on August 21, 2006, from: http://unstats.un.org/unsd/snaama/downloads/PerCapitaGDP-countries.xls
  • United Nations . 2005b . Human Development Report 2005 , New York : United Nations Development Programme .
  • United Nations (2005c), “National Accounts Main Aggregates Database: Growth Rate of GDP and its Breakdown,” retrieved on August 21, 2006, from: http://unstats.un.org/unsd/snaama/downloads/GrowthRate-countries.xls
  • van Emmerik , H. 2004 . For Better and for Worse: Adverse Working Conditions and the Beneficial Effects of Mentoring . Career Development International , 9 : 358 – 373 .
  • Zapf , D. 2002 . Emotion Work and Psychological Well-being: A Review of the Literature and some Conceptual Considerations . Human Resource Management Review , 12 : 237 – 268 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.