Sa-OR-S111-4 - Emotional Labour And Negative Workplace Relationships: A Systematic Literature Review

Track:
Emotional labor
What:
Oral Presentation
Part of:
When:
Saturday May 20   09:45 AM to 10:00 AM (15 minutes)
Where:
UCD - S1.67
 
Emotion in the workplace
Emotional labor
Sa-OR-S111-4
EMOTIONAL LABOUR AND NEGATIVE WORKPLACE RELATIONSHIPS: A SYSTEMATIC LTERATURE REVIEW
M. Perminiene*, A. Medisauskaite 1
1Birkbeck College, University of London, London, United Kingdom
 
Content: Purpose. Previous studies demonstrated that emotional labour may be linked to various negative outcomes, e.g. burnout and cynicism, lower job satisfaction. However, the link between emotional labour strategies and relationships at work is not entirely clear. Basing arguments on the Baumeister’s idea of ego depletion it could be hypothesised that engaging in deep and surface acting expends the resources and could consequently lead to less appropriate behaviours towards customers and colleagues. Moreover, the moral licensing theory proposes that engaging in socially desirable acts can encourage to engage in unethical acts. Hence, the aim is to systematically review empirical evidence about the relationship between emotional labour (deep and surface acting) and negative workplace relationships.
Design/Methodology. Systematic review using the PRISMA guidelines was performed. It included peer reviewed qualitative and quantitative articles with working population. The Scopus data base was used for the articles’ search.
Results. Preliminary findings suggested that surface but not deep acting is more likely to be linked to dysfunctional work relationships. For more accurate understanding of this link various organizational and individual factors must be considered.
Limitations. The strong conclusions cannot be made because of the limited number of the relevant empirical studies.
Research/Practical Implications. A link between emotional labour and workplace relationships is highly underrepresented in the scientific literature.
Originality/Value. There is gap in the literature analysing the link between emotional labour and work relationships.