The Relationship between Organizational Culture and Emotional Labor: The Mediating Effect of Social Support

Published on Dec 31, 2012
· DOI :10.12985/KSAA.2012.20.4.115
Chongho Lee3
Estimated H-index: 3
,
Myung-Sook An1
Estimated H-index: 1
,
Hee-Young Hurr1
Estimated H-index: 1
Sources
Abstract
The purpose of this study is to investigate the relationship between organizational culture(constructive and defensive culture) and emotional labor along with the social supports (supervisor support, colleague support). Using data obtained from a survey of 419 flight attendants of a major airline company in south Korea. The results are as follows: Organizational culture had a significant effect on emotional labor. At this point, colleague support mediated the relationship between constructive culture and emotional labor. In addition, supervisor support and colleague support had a mediating role between defensive culture and emotional labor. This result concludes that flight attendants positively accept the essential manuals and safety regulations in the special working condition with a unified team service. Furthermore, the results show that social supports are an important job resource for flight attendants helping them reach their work-related goals.
📖 Papers frequently viewed together
2014
2012
1 Author (김우진)
References14
Newest
#1Davide Ravasi (Bocconi University)H-Index: 26
#2Majken Schultz (CBS: Copenhagen Business School)H-Index: 33
In this paper, we present a longitudinal study of organizational responses to environmental changes that induce members to question aspects of their organization’s identity. Our findings highlight the role of organizational culture as a source of cues supporting “sensemaking” action carried out by leaders as they reevaluate their conceptualization of their organization, and as a platform for “sensegiving” actions aimed at affecting internal perceptions. Building on evidence from our research, we...
Source
#1Alicia A. Grandey (PSU: Pennsylvania State University)H-Index: 41
Affective delivery, or expressing positive emotions in service interactions, helps satisfy customers. But employees cannot always feel positive and, to avoid breaking display rules, may act. Surface acting (modifying facial expressions) and deep acting (modifying inner feelings) were tested as predictors of stress and of coworker-rated affective delivery, Consistent with a dramaturgical perspective, affective delivery ratings were negatively related to surface acting but positively related to de...
Source
#1Ellen Heuven (UU: Utrecht University)H-Index: 5
#2Arnold B. Bakker (UU: Utrecht University)H-Index: 169
This study used a sample of 220 cabin attendants to test the hypothesis that emotional dissonance is an essential predictor of human service burnout. We hypothesized that, in addition to the "classical" variables in Karasek's (1979, 1998) demands-control model, emotional dissonance would make an independent contribution to explaining variance in burnout (i.e., emotional exhaustion and depersonalization). The findings of a series of SEM-analyses supported this hypothesis. Moreover, emotional diss...
Source
#1Charles Glisson (UT: University of Tennessee)H-Index: 40
#2Lawrence R. James (UT: University of Tennessee)H-Index: 48
This two-level study of child welfare and juvenile justice case management teams addresses construct, measurement, and composition issues that plague multilevel research on organizational culture and climate. Very few empirical studies have examined both culture and climate simultaneously, and none have provided evidence that culture and climate are distinct or similar constructs. Confirmatory factor analysis (CFA), within-group consistency analysis (rwg), between-group differences (ICC and eta-...
Source
: This study uses S. E. Hobfoll's (1989) conservation of resources theory as a means of examining why emotional labor may or may not result in burnout. A model is developed that proposes that workers attempt to cope with role demands by performing surface or deep acting and that the effect of this expenditure of resources on worker burnout depends on the more immediate rewards of the service encounter and the application of internal and external resources specific to the needs at hand. This mode...
Source
#1Marc A. Zimmerman (UM: University of Michigan)H-Index: 89
#2Jesus Ramirez-Valles (UIC: University of Illinois at Chicago)H-Index: 22
Last. Kenneth I. Maton (UMBC: University of Maryland, Baltimore County)H-Index: 42
view all 4 authors...
The stress-buffering hypothesis was explored longitudinally in a sample of 173 urban, male, African-American adolescents. Data on parental and friend support, stressful life events, alcohol and substance use, delinquency, and psychological symptoms were collected twice, six months apart. No support for the stress-buffering hypothesis was found for any of the dependent variables. Friend support also was unrelated to the dependent variables longitudinally. Parental support predicted less anxiety a...
Source
A washing machine includes a wash tub, a water-supply mechanism for supplying water into the wash tub, and a disposition section in which a solid antimicrobial agent containing an organic compound having a nitrogen-halogen atomic combination is disposed. The disposition section is provided in the water-supply mechanism. The antimicrobial agent is brought into contact with water thereby to release hypohalogenous acid into the water.
Source
#1J. Andrew Morris (USC: University of South Carolina)H-Index: 5
#2Daniel C. Feldman (USC: University of South Carolina)H-Index: 81
This article conceptualizes the emotional labor construct in terms of four dimensions: frequency of appropriate emotional display, attentiveness to required display rules, variety of emotions to be displayed, and emotional dissonance generated by having to express organizationally desired emotions not genuinely felt. Through this framework, the article then presents a series of propositions about the organizational-, job-, and individual-level characteristics that are antecedents of each of thes...
Source
#1Eileen Berlin Ray (CSU: Cleveland State University)H-Index: 8
#2Katherine I. Miller (ASU: Arizona State University)H-Index: 5
This study considered the nature of home/work stress and investigated the role of social support from both intra- and extraorganizational sources in reducing that stress and buffering its impact on burnout. Specifically, demographic factors affecting perceptions of home/work stress and the impact of various sources of social support were examined. Data were collected from nursing-home nurses and analyzed using regression techniques. Results suggested that participants with children and those coh...
Source
#1Blake E. Ashforth (Concordia University)H-Index: 78
#2Ronald H. Humphrey (WSU: Wayne State University)H-Index: 30
Emotional labor is the display of expected emotions by service agents during service encounters. It is performed through surface acting, deep acting, or the expression of genuine emotion. Emotional labor may facilitate task effectiveness and self-expression, but it also may prime customer expectations that cannot be met and may trigger emotive dissonance and self-alienation. However, following social identity theory, we argue that some effects of emotional labor are moderated by one's social and...
Source
Cited By1
Newest
#1Yonghui LiH-Index: 1
#2Jiahui YangH-Index: 1
Last. Ruyin LongH-Index: 36
view all 5 authors...
The psychological health and work commitment of miners are prerequisites to ensuring their sustainable safety behavior, and it is also significant to the sustainable development of coal mines in China. In this context, we conducted a questionnaire survey among coal miners of state-owned coal enterprises to explore the relationships between cultural emotion, unemployment risk perception, Big Five personality traits, and work commitment. The results reveal that (1) cultural emotion and its three d...
Source
This website uses cookies.
We use cookies to improve your online experience. By continuing to use our website we assume you agree to the placement of these cookies.
To learn more, you can find in our Privacy Policy.