Emotional exhaustion across the workday: Person-level and day-level predictors of workday emotional exhaustion growth curves.

Despite empirical findings that have established the dynamic nature of emotional exhaustion (EE), the temporal processes underlying the development of EE over meaningful spans of time have largely been ignored in research. Drawing from theories that outline the roles of resources and demands at work (Demerouti et al., 2001; Halbesleben et al., 2014; Hobfoll, 1989; ten Brummelhuis & Bakker, 2012), the present study developed and tested hypotheses pertaining to the form and predictors of workday EE trajectories. Experience sampling methodology was utilized to assess the momentary EE of 114 employees three times per day over a total of 925 days and 2,808 event-level surveys. Within-day EE growth curves (i.e., intercepts and slopes) were then derived, and the variance of these growth curve terms was partitioned into within-person (i.e., variance in growth curve parameters across days for each person) and between-person (i.e., variance in average growth curve parameters across people) sources. Results supported an increasing pattern of EE across the workday and also demonstrated substantial between- and within-person variance in intercepts (i.e., start) and slopes (i.e., growth) over the workday. In addition, support was found for a set of resource-providing and resource-consuming predictors of EE growth curves, including customer mistreatment, social interactions with coworkers, prior evening psychological detachment, perceived supervisor support, and autonomous and controlled motivations for one's job. (PsycInfo Database Record (c) 2023 APA, all rights reserved).

Emotion regulation in the context of customer mistreatment and felt affect: An event-based profile approach.

Variable-centered views of emotional labor suggest that high customer incivility and employee-felt negative affect should co-occur with high employee emotion regulation. Similarly, low customer incivility and employee positive affect should be accompanied by low emotion regulation. We theorize that these theory-based configurations of emotional labor variables represent only a subset of the possible ways that emotional labor events unfold. We propose that there are distinct subpopulations of emotional labor events, some of which conform to this standard view of emotional labor and some of which deviate from this model and that these distinct configurations suggest different underlying theoretical processes with implications for employee well-being. To investigate these ideas, we adopt an event-centered view (i.e., event-level profiles) that seeks to identify distinct configurations of emotional labor events. In a sample of 246 call center employees who provided ratings of 7,331 customer service interactions, results from multilevel latent profile analysis (MLPA) revealed 8 distinct event-level profiles, some of which align with variable-centered approaches and some of which suggest new ways to think about such events. We then linked these profiles to the event-level well-being outcomes of emotional exhaustion and psychological vitality, showing both longitudinal and concurrent effects. Finally, supplemental analyses detailed how this event-level profile approach differed from standard variable-centered analyses. (PsycINFO Database Record (c) 2019 APA, all rights reserved).

Motivation in caring labor: Implications for the well-being and employment outcomes of nurses.

For nurses and other caregivers there is a strong emphasis on prosocial forms of motivation, or doing the job because you want to help others, even in formal, institutionalized care settings. This emphasis is based in gendered assumptions that altruistic motivations are the "right" reasons for being a nurse and lead to the best outcomes for workers and patients. Other motivations for pursuing care work, particularly extrinsic motivation, depart from the prosocial model of care and may be indicative of substandard outcomes, but little research has examined variation in care workers' motivations for doing their jobs. In this study, we use survey data collected from 730 acute care hospital nurses working within one health care system in the Midwestern United States to examine whether different sources of motivation for being a nurse are related to nurse job burnout, negative physical symptoms, and turnover intentions. Our findings suggest that nurses who have high intrinsic and extrinsic motivation actually have better perceived health and employment outcomes (i.e., less likely to say that they will leave, lower burnout, fewer negative physical symptoms) than those with high prosocial motivation, who are more likely to report job burnout.

The Impact of Person-Organization Fit on Nurse Job Satisfaction and Patient Care Quality.

PURPOSE: In the current healthcare context, large health care organizations may increasingly emphasize profit, biomedicine, efficiency, and customer service in the delivery of care. This orientation toward nursing work by large organizations may be perceived by nurses as incompatible with professional caring. METHODS: Ordinary Least Squares regression was used to explore the impact of person-organization fit (i.e., value congruence between self and employing organization) on nurses' general job satisfaction and quality of patient care (n=753). RESULTS: Nurses' perceived person-organization fit is a significant predictor of general job satisfaction and quality of patient care. CONCLUSION: The implications of our findings are discussed and recommendations for nursing leaders and future research are made.

Emotional labor actors: a latent profile analysis of emotional labor strategies.

Research on emotional labor focuses on how employees utilize 2 main regulation strategies-surface acting (i.e., faking one's felt emotions) and deep acting (i.e., attempting to feel required emotions)-to adhere to emotional expectations of their jobs. To date, researchers largely have considered how each strategy functions to predict outcomes in isolation. However, this variable-centered perspective ignores the possibility that there are subpopulations of employees who may differ in their combined use of surface and deep acting. To address this issue, we conducted 2 studies that examined surface acting and deep acting from a person-centered perspective. Using latent profile analysis, we identified 5 emotional labor profiles-non-actors, low actors, surface actors, deep actors, and regulators-and found that these actor profiles were distinguished by several emotional labor antecedents (positive affectivity, negative affectivity, display rules, customer orientation, and emotion demands-abilities fit) and differentially predicted employee outcomes (emotional exhaustion, job satisfaction, and felt inauthenticity). Our results reveal new insights into the nature of emotion regulation in emotional labor contexts and how different employees may characteristically use distinct combinations of emotion regulation strategies to manage their emotional expressions at work.

A multilevel analysis of the effects of the Practice Environment Scale of the Nursing Work Index on nurse outcomes.

Few researchers have examined how the components of the Practice Environment Scale of the Nursing Work Index (PES-NWI) relate to nurses' well-being at multiple organizational levels. The objective of the study was to perform a multilevel assessment of the relationships of the PES-NWI subscales with three nurse outcomes: job satisfaction, emotional exhaustion, and turnover intentions. Additionally, we tested the multilevel factor structure of the PES-NWI. In a sample of 699 full-time registered nurses in 79 units and 9 branches of a hospital system, relationships of the NWI with nurse outcomes were fairly consistent across levels of analysis. However, subscales contributed differently to the three outcomes, demonstrating the complexity of environmental influences on nurses' work experience.

The effect of manager exclusion on nurse turnover intention and care quality.

Little is known about how exclusionary practices (i.e., ignored, ostracized) by managers differ across demographics and influence nursing outcomes. This study examines whether managerial exclusion varies by generation, race, and gender, and the extent to which these variables, in turn, relate to turnover intention and perceived patient care among a sample of 747 nurses working in hospitals in a midwestern health system. Exclusion did not differ across most demographic groups, though men reported less exclusion than women. Younger nurses of the Millennial generation, those feeling excluded, and those with fewer years of experience reported lower quality patient care. Managerial exclusion, being a nurse of color, and less experience were associated with stronger intentions to leave. Nursing leaders should attend to factors that may contribute to racial minorities seeking other jobs, diminish younger nurses' ability to provide high-quality care, and minimize practices that might lead nurses to feel excluded.

The relations of daily task accomplishment satisfaction with changes in affect: a multilevel study in nurses.

Focusing on a sample of nurses, this investigation examined the relationships of daily task accomplishment satisfaction (for direct and indirect care tasks) with changes in positive and negative affect from preshift to postshift. Not accomplishing tasks to one's satisfaction was conceptualized as a daily workplace stressor that should increase daily negative affect and decrease daily positive affect from preshift to postshift. Further, because of the greater centrality of direct care nursing tasks to nursing work role identities (relative to indirect care tasks), we expected that task accomplishment satisfaction (or lack thereof) for these tasks would have stronger effects on changes in affect than would task accomplishment satisfaction for indirect care tasks. We also examined 2 person-level resources, collegial nurse-physician relations and psychological resilience, as moderators of the relationships among these daily variables, with the expectation that these resources would buffer the harmful effects of low task accomplishment satisfaction on nurse affect. Results supported almost all of the proposed effects, though the cross-level interactions were observed only for the effects of indirect care task accomplishment satisfaction on affect and not for direct care task accomplishment satisfaction on affect.

Emotional display rules as work unit norms: a multilevel analysis of emotional labor among nurses.

Emotional labor theory has conceptualized emotional display rules as shared norms governing the expression of emotions at work. Using a sample of registered nurses working in different units of a hospital system, we provided the first empirical evidence that display rules can be represented as shared, unit-level beliefs. Additionally, controlling for the influence of dispositional affectivity, individual-level display rule perceptions, and emotion regulation, we found that unit-level display rules are associated with individual-level job satisfaction. We also showed that unit-level display rules relate to burnout indirectly through individual-level display rule perceptions and emotion regulation strategies. Finally, unit-level display rules also interacted with individual-level dispositional affectivity to predict employee use of emotion regulation strategies. We discuss how future research on emotional labor and display rules, particularly in the health care setting, can build on these findings.

Self-regulation at work.

Self-regulation at work is conceived in terms of within-person processes that occur over time. These processes are proposed to occur within a hierarchical framework of negative feedback systems that operate at different levels of abstraction and with different time cycles. Negative feedback systems respond to discrepancies in a manner that reduces deviations from standards (i.e., goals). This is in contrast to positive feedback systems in which discrepancies are created, which can lead to instability. We organize our discussion around four hierarchical levels-self, achievement task, lower-level task action, and knowledge/working memory. We theorize that these levels are loosely connected by multiple constraints and that both automatic and more conscious processes are essential to self-regulation. Within- and cross-level affective and cognitive processes interact within this system to motivate goal-related behaviors while also accessing needed knowledge and protecting current intentions from interference. Complications common in the work setting (as well as other complex, real-life settings) such as the simultaneous pursuit of multiple goals, the importance of knowledge access and expertise, and team and multiperson processes are also discussed. Finally, we highlight the usefulness of newer research methodologies and data-analytic techniques for examining such hierarchical, dynamic, within-person processes.

Four-factor justice and daily job satisfaction: a multilevel investigation.

This study examined the differential effects of 4 types of organizational justice on daily job satisfaction at between- and within-individual levels. Specifically, the authors predicted that interpersonal justice and informational justice would exhibit meaningful daily variations and would have direct impacts on individuals' job satisfaction on a daily basis. They further theorized that distributive justice and procedural justice at a between-person level would moderate the within-person relationships. The authors used hierarchical linear modeling to test their hypotheses with a sample of 231 full-time employees in Hong Kong over the course of 25 working days. The results showed that both daily interpersonal and informational justice were positively related to daily job satisfaction. As hypothesized, between-individual distributive justice moderated the relationship between daily interpersonal justice and daily job satisfaction, and between-individual procedural justice moderated the relationship between daily informational justice and daily job satisfaction.

Different fits satisfy different needs: linking person-environment fit to employee commitment and performance using self-determination theory.

Integrating and expanding upon the person-environment fit (PE fit) and the self-determination theory literatures, the authors hypothesized and tested a model in which the satisfaction of the psychological needs for autonomy, relatedness, and competence partially mediated the relations between different types of perceived PE fit (i.e., person-organization fit, person-group fit, and job demands-abilities fit) with employee affective organizational commitment and overall job performance. Data from 163 full-time working employees and their supervisors were collected across 3 time periods. Results indicate that different types of PE fit predicted different types of psychological need satisfaction and that psychological need satisfaction predicted affective commitment and performance. Further, person-organization fit and demands-abilities fit also evidenced direct effects on employee affective commitment. These results begin to explicate the processes through which different types of PE fit relate to employee attitudes and behaviors.

Measurement of smoking outcome expectancies in children: the Smoking Consequences Questionnaire-Child.

A measure of smoking outcome expectancies was developed for children ages 7-12 years. Confirmatory factor analysis (CFA) was used to determine whether a 1-, 2-, 3-, or 4-factor solution was most appropriate for the data set. CFA revealed that the 3-factor model produced the most adequate fit (Positive Reinforcement, Negative Consequences, and Weight Control). The resulting 15-item measure was named the Smoking Consequences Questionnaire-Child (SCQ-C). The fit of the 3-dimensional structure was then examined separately for 3 age groups representing young (7- to 8-year-old), middle (9- to 10-year-old), and old (11- to 13-year-old) children. Overall, the 3-factor structure fit the data well for the 3 groups. As such, we examined the relations of the 3 scales with antecedent variables for the entire sample. The Positive Reinforcement scale was associated with children's smoking behavior and having a family member or peers who smoked. The Negative Consequences scale was inversely related to having a family member or peer who smoked.

The relations of motivational traits with workplace deviance.

The authors developed and tested new theoretical relations between approach and avoidance motivational traits and deviant work behaviors. Approach motivation was divided into 3 traits: personal mastery (i.e., desire to achieve), competitive excellence (i.e., desire to perform better than others), and behavioral activation system (BAS) sensitivity (i.e., responsiveness to rewards). Avoidance motivation, which reflects one's sensitivity to negative stimuli and the desire to escape such stimuli, was conceptualized as a unitary construct. Using structural equation modeling, the authors examined the relations of these 4 motivational traits with interpersonal and organizational deviance in a sample of primarily part-time employees. For the approach motivation traits, results showed that personal mastery was negatively related to interpersonal and organizational deviance, BAS sensitivity was positively related to interpersonal and organizational deviance, and competitive excellence was unrelated to both types of workplace deviance. Finally, avoidance motivation was positively related to organizational deviance and interacted with organizational constraints to predict interpersonal deviance.

Emotional display rules and emotional labor: the moderating role of commitment.

The authors examined whether commitment to emotional display rules is a necessary condition for emotional display rules to affect behavior at work. Results using structural equation modeling revealed that display rule commitment moderated the relationships of emotional display rule perceptions with surface acting, deep acting, and positive affective delivery at work, such that the relationships were strong and positive when commitment to display rules was high and weak when commitment to display rules was low. These findings suggest that motivation plays a role in the emotional labor process in that individuals must be committed to display rules for these rules to affect behavior.

Antecedents and consequences of emotional display rule perceptions.

Central to all theories of emotional labor is the idea that individuals follow emotional display rules that specify the appropriate expression of emotions on the job. This investigation examined antecedents and consequences of emotional display rule perceptions. Full-time working adults (N = 152) from a variety of occupations provided self-report data, and supervisors and coworkers completed measures pertaining to the focal employees. Results using structural equation modeling revealed that job-based interpersonal requirements, supervisor display rule perceptions, and employee extraversion and neuroticism were predictive of employee display rule perceptions. Employee display rule perceptions, in turn, were related to self-reported job satisfaction and coworker ratings of employees' emotional displays on the job. Finally, neuroticism had direct negative relationships with job satisfaction and coworker ratings of employees' emotional displays.