Sa-OR-S111-2 - “Anyone Shout At You Today Mum?”: Mapping The Physiological And Subjective Impacts Of Emotional Labour Demands On Pharmacy Staff

Emotional labor
Oral Presentation
Part of:
Saturday May 20   09:15 AM to 09:30 AM (15 minutes)
Emotion in the workplace
Emotional labor
“Anyone shout at you today Mum?”: Mapping the physiological and subjective impacts of emotional labour demands on pharmacy staff
C. Linehan*, S. Dockray 1, L. Lee 1 1
1School of Applied Psychology, University College Cork, Cork, Ireland
Content: There is controversy, in emotional labour research, about the effects of performing EL on worker wellbeing.  Such effects have previously been measured with self-report scales, but the addition of physiological measures may further explain the psychobiological responses and consequences of emotional labour. To address this gap our research examines the relationship between the daily emotional demands of a job role, and a range of outcomes including physiological impacts (as measured by heart rate variability) and subjective experiences of such demands. 
This mixed methods within person study, conducted with ten participants all employed in pharmacies, consisted of three key elements:
        - A questionnaire incorporating measures of emotional labour; team climate; job involvement; organizational commitment; PANAS; perceived stress, and state anxiety
        - Heart rate variability (HRV) assessed by time domain approaches and assessed over two work and two non-work days
        - An interview exploring experiences of EL and to assist in mapping physiological data to momentary events, adopting a day reconstruction approach.   
Emerging results indicate that EL is a significant demand for those working in the pharmacy sector.  Analysis of HRV measures indicated moments of psychobiological arousal, and these related to subjective reports of experience.   This research seeks to contribute to our understanding of how emotional work demands relate to employee well-being outcomes and to address calls within the field of emotional labour (see Grandey & Gabriel, 2015) for physiological assessments of the impacts of performing EL. 


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