Managing emotions: emotional labor or emotional enrichment

Abstract

Concept of „emotional labor‟ has undergone many transformations since Hochschild (1983) described it. Researchers have broadened its scope by including emotion management by professionals in different roles, exploring its positive or beneficial aspects, and studying the contingency factors influencing the process of emotion management. In this paper we attempt to relate both positive and negative aspects of emotion management by exploring factors that may affect the outcomes. Self selection into the role which involves emotion work is identified as the key factor which determines whether it will be perceived as positive or negative, thus influencing the outcome of emotion work. Concept of “emotional enrichment” is introduced to describe a process diametrically opposite to “emotional labor”, resulting from job satisfaction and personal accomplishment, leading to physical, emotional and psychological well being. The two aspects of the consequences of emotion work and the antecedents and moderating factors are represented in a comprehensive model.