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The role of time in organisational and relational development remains an understudied component of work and employment. In response, this article draws attention to the ways that temporality informs relations between workers and clients in service work. Drawing on data from interviews and observations with hair stylists in salons located in the North East of England from 2016 to 2018, we provide a nuanced account of emotional service work by considering the role of the temporal dynamics of recurrence and experience. Describing that which we label ‘relational trajectories’, we show the role of time in developing more authentic service performances. We conclude that acknowledging time allows for a more refined conceptual understanding of how emotional labour is performed based on an appreciation of how relations develop and change. Emotional labour is positioned as highly nuanced and adaptive in its responses to the specificities of relational trajectories that unfold over time.

PurposeThis study intends to explore the influence of emotional intelligence on employee self-efficacy in Pakistan's telecom industry. Besides, it explores the mediating effect of emotional labor (surface acting and deep acting) between them. This study also tests the relationship between emotional labor (surface acting and deep acting) and self-efficacy in the customer care of Pakistan's telecom division.Design/methodology/approachThe study leads forward with a positivist approach to obtain data in two different waves as a time lag study from the big five telecom companies operating in Pakistan. The data was collected from 270 employees working in Customer Services in the Telecom sector.FindingsThe results reveal that there exists a positive relationship between emotional intelligence and self-efficacy in customer care employees in Pakistan's telecommunication division sector. Moreover, emotional labor (deep acting) partially mediates the relationship between emotional intelligence and self-efficacy, and surface acting could not mediate the relationship among the employees of customer care in Pakistan's telecom division.Originality/valueManagement of emotions at the workplace has been an immensely vital area in managing the performance of employees, especially in customer-centric jobs, where dealing with customers is the prime focus and achieving customer satisfaction is the utmost outcome. There is limited evidence of the relationship between emotional intelligence and self-efficacy specifically in the customer care of the Telecom sector.

This study investigated the relationship between the emotional labor and burnout levels of English as a Foreign Language (EFL) teachers in languagepreparatory schools at Turkish universities. Data were collected from 179 EFL teachers from both state and foundation universities, using Turkish adaptations of the Emotional Labor Scale covering surface acting,deep acting andnaturally felt emotions, andthe Maslach Burnout Inventory Educators Survey including emotional exhaustion, depersonalization, and reduced personal accomplishment.Thefindings revealed that the most commonly experienced dimensions of emotional labor and burnout were naturallyfelt emotions and emotional exhaustion, respectively.Surface acting showed a positive correlation withemotional exhaustion and depersonalization, whereas displaying genuine emotions had a negative correlation with burnout.Furthermore, surface acting and naturally felt emotions emerged assignificant predictors of emotional exhaustion and depersonalization, while displaying natural emotions was a significant predictor of reduced personal accomplishment. These findings suggest that masking emotions fosters exhaustion and alienation from students,while the display of internalized and genuine emotionsincreases the sense of personal accomplishment and alleviates burnout. Therefore, we suggestthat institutions and administrators should support the emotional well-being of EFL teachersby encouraging their display of preferred feelings instead of imposing display rules on them.

This paper describes the development and validation of the Emotional Labour Scale (ELS) as tested on samples of 296 and 238 respondents. The ELS is a 15‐item self‐report questionnaire that measures six facets of emotional display in the workplace, including the frequency, intensity and variety of emotional display, the duration of interaction, and surface and deep acting. Estimates of internal consistency for the subscales ranged from .74 to .91. Confirmatory factor analysis results provided support for the existence of six unidimensional subscales. Evidence was also provided for convergent and discriminant validity.

Purpose - The study aimed to test the antecedents and consequences of emotional labor (EL) acting strategies in the hotel industry. More specifically, the purpose of this study was to examine the impacts of emotional intelligence (EI) on the relationships among EL acting strategies, emotional exhaustion (EE) and service recovery performance (SRP).Design methodology approach - The survey was administered in five-star hotels in Korea. Frontline employees of the hotels participated in the survey and a total of 353 returned questionnaires were used for data analysis.Findings - The research confirmed the importance of EI in the context of EL. The paper provided empirical evidence that EI affected the EL acting strategies and their consequential behavioral outcomes.Practical implications - The study suggests that hospitality managers must find ways to elevate employees' EI level. Performance management processes should incorporate identification and positive reinforcement of EL acting strategies that enhance SRP and customer satisfaction.Originality value - This study explored the under-researched subject of EL and its role within a hospitality industry context. The study is among the first to examine EI as an emotional resource, EL acting strategies, EE and SRP as a form of job-related performance simultaneously.

Background Palliative care provided to frail and dying older persons in nursing homes results in intense emotions for residents and their relatives as well as for healthcare professionals. In France, scant attention has been given to how nursing home professionals manage their emotions when providing palliative care. This study analysed the emotional demands of providing palliative care in the nursing home context, the emotional strategies used by healthcare professionals to navigate such demands, and how these demands affect their emotional wellbeing. Methods This qualitative study used a multiple case study approach. We purposively selected nine nursing homes from three geographical provinces in France with diverse ownership statuses (public, private, associative). Individual interviews and focus group discussions were held with 93 healthcare professionals from various occupational groups employed in the participating nursing homes. Data was collected from April 2021 to September 2022 and was analysed using thematic content analysis. Results Data revealed that providing palliative care to dying residents within the nursing home context results in intertwined rewarding and exhausting emotional experiences for healthcare professionals. Professionals have to utilize multifaceted emotional strategies to navigate these experiences, including suppressing and modifying emotions and distancing themselves emotionally from residents to protect themselves from emotional suffering. Participants noted a lack of formal space to express emotions. Unrecognized emotional labour undermines the wellbeing of healthcare professionals in nursing homes, whereas acknowledging emotions enhances satisfaction and gives enhanced meaning to their crucial role in resident care. Conclusion Acknowledging emotional labour as an inevitable component of providing palliative care in nursing homes is critical to supporting healthcare professional wellbeing, resilience, and retention, which may ultimately improve the quality of care for dying residents. Ensuring quality care and supporting the emotional wellbeing of nursing home professionals requires an organisational culture that considers emotional expression a collective strength-building resource rather than an individual responsibility, in hopes of shaping a new culture that fully acknowledges their humanity alongside their professional skills. Trial registration ClinicalTrials.gov ID: NCT04708002; National registration: ID-RCB number: 2020-A01832-37, Registration date: 2020-12-03.

The dynamic nature of reporting requires journalists to interrogate their emotions as well as their sense of professionalism. This article focuses on the complex relationship between emotionality and professionalism mediated by journalists who reported on cases of genocide. This extraordinary conflict situation provides a unique lens from which to explore the personal and professional resolve of journalists. Utilising interviews with UK journalists that reported on genocides in Rwanda and Srebrenica, this article develops a framework which characterises journalistic emotional labour as distinct, multi-faceted and somewhat contradictory. While participants described reporting as a focused, professional process in which emotions were silenced, the instinctual element and residual emotional toll associated with reporting on genocide demonstrates emotionality was not entirely absent. This article therefore provides a future template from which to explore emotional labour as part of a transformative relationship between journalists’ emotionality and professionalism.

To explore the work events, strategies, context and individual characteristics of the emotional labour among neonatal nurses based on the reaction mechanism of individual affections, so as to provide a reference for improving the emotional labour strategies. A phenomenological qualitative design was utilized. Fourteen neonatal nurses from a tertiary Grade A children's hospital were selected for semi-structured interviews, and the data were analysed, summarized and refined by Colaizzi's seven-step analysis method. Four themes and eight sub-themes were refined to explain the experience of the emotional labour among neonatal nurses: (a) sources of the emotional labour in a relatively confined environment; (b) the strategies and consequences of the emotional labour under different emotional reactions; (c) contextual factors of the emotional labour strategies; (d) personality traits. Given the reaction mechanism of individual affections, both internal and external factors contribute to the emotional labour among neonatal nurses. Since little work has been performed on improving their emotional labour, organizational efforts to provide interventions by hospitals and nursing managers are essential to improve the emotional labour strategies, and thus enhance their mental health and the quality of neonatal nursing.

We investigated the relationship between psychological contract breach (PCB) and façades of conformity and mediation by surface acting and deep acting. Employees (n = 255) from a large bank in Taiwan were surveyed (female = 58.80%; mean age = 36.30 years, SD = 10. 91 years; mean years of service = 8.80 years, SD = 6.18 years) in three waves of data collection over a period of three months. Results from Structure Equation Modelling (SEM) analyses indicated that self-reported PCB was associated with higher levels of façades of conformity(or fake conformity). The findings indicated that surface acting significantly mediated the relationship between PCB and façades of conformity. In contrast, deep acting did not mediate this relationship. The findings align with Affective Events Theory (AET), which emphasises processes, focusing on employees' actions following emotional reactions in the workplace, and centres entirely on the process of personal judgment. This study suggested that the experience of PCB may lead to surface acting for job security, resulting in façades of conformity. Employees perceived PCB as implicit, which was consistent with their perception of organisational affective events.

Emotional labour (hereinafter EL) is a form of work that involves managing emotions and emotional expressions during social interaction to achieve professional goals and to fulfil the emotional requirements of a job. EL can bring negative psychological consequences for employees such as burnout and exhaustion. Such negative outcomes are determined mostly by the EL strategy that employees implement. This article seeks to expand understanding of the dispositional and situational determinants of EL, and the role played by dispositional variables in determining the outcomes of EL. Drawing on survey data from 29 employees working in the service sector, we find that among EL strategies surface acting has been consistently shown to have the most detrimental effects on employee well-being. On the other hand, deep acting can be viewed as a healthier way to perform EL, and the expression of genuine emotions can even reduce the negative outcomes of EL. Understanding the antecedents of EL strategies would therefore enable more effective interventions to be developed aimed at reducing burnout by influencing the way in which employees perform EL. Keywords: emotional labour, burnout, antecedents of emotional labour