With the rise of jobs and industries in the care and service sectors, research on emotional labor has become of increasing importance. In this study, we follow calls for scholars to include genuine emotion displays alongside the more traditionally examined emotional labor strategies (surface and deep acting). Specifically, we seek to examine empathic personality as an individual difference predicting more genuine and fewer faked emotional displays, and the downstream consequences of these relationships for employees’ job satisfaction, job performance, and workplace absenteeism. Further, we examine how contextual factors such as job stress could serve as a boundary condition to the positive effects of empathy. Results from a study of 156 employees in a public hospital provide support for our theoretical model. Implications for theory and practice are discussed.
The role of empathy on employees’ emotional display strategies and subsequent outcomes
Ilies, Remus;
2018
Abstract
With the rise of jobs and industries in the care and service sectors, research on emotional labor has become of increasing importance. In this study, we follow calls for scholars to include genuine emotion displays alongside the more traditionally examined emotional labor strategies (surface and deep acting). Specifically, we seek to examine empathic personality as an individual difference predicting more genuine and fewer faked emotional displays, and the downstream consequences of these relationships for employees’ job satisfaction, job performance, and workplace absenteeism. Further, we examine how contextual factors such as job stress could serve as a boundary condition to the positive effects of empathy. Results from a study of 156 employees in a public hospital provide support for our theoretical model. Implications for theory and practice are discussed.
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