TH-P01-079 - The role of state and trait mindfulness in emotional labour: considering different emotion regulation strategies

Track:
Emotional labor
What:
Poster Presentation
When:
3 hours 30 minutes
Where:
O'Brien Foyer
Discussion:
0
 
Emotion in the workplace
Emotional labor
TH-P01-079
The role of state and trait mindfulness in emotional labour: considering different emotion regulation strategies
S. Scherer 1,*, G. Weiher 1, Y. Z. Türktorun 1, L. Beitler 1, K. Trumpold 1
1Goethe University Frankfurt, Germany
 
Content:  
Purpose
In the service sector, symptoms of strain are increasingly reported by service employees who perform emotional labour. Mindfulness is investigated as a potential beneficial factor for employee well-being, and different emotion regulation strategies are considered.
 
Methodology
In a diary study, 644 customer interactions reports were collected from 149 service employees. Participants filled in a questionnaire (level 2) on trait mindfulness as well as standardized protocols on interactions involving emotional labour (level 1), reporting state mindfulness and emotion regulation strategies used during these interactions, as well as situational self-efficacy and emotional exhaustion experienced afterwards.
 
Results
Using multilevel structural equation modelling, results indicated negative relationships of mindfulness state with both surface acting and deep acting. Mindfulness state, trait, and passive deep acting were found to be negatively related to situational exhaustion and positively related to situational self-efficacy. Only surface acting was found to mediate the state mindfulness – exhaustion relationship. Moreover, the trait mindfulness - exhaustion relationship was found to be mediated by state mindfulness.
 
Limitations
Results do not fully explain the complex interplay between mindfulness, emotional labour and its consequences. Further contextual factors such as job autonomy or aspects of social interaction might affect these relationships.
 
Research/Practical Implications
Results support previous findings on the beneficial role of mindfulness for employees with customer contact and imply to consider mindfulness at work as a health-fostering factor.
 
Value
This multilevel study extends knowledge on the connection between mindfulness and different emotional labour strategies, taking situational as well as stable factors into account.
 
 
 
 
 

 
 
 
Participant

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