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).

Working through an "infodemic": The impact of COVID-19 news consumption on employee uncertainty and work behaviors.

Uncertainty is a defining feature of the COVID-19 pandemic. However, because uncertainty is an aversive state, uncertainty reduction theory (URT) holds that employees try to manage it by obtaining information. To date, most evidence for the effectiveness of obtaining information to reduce uncertainty stems from research conducted in relatively stable contexts wherein employees can acquire consistent information. Yet, research on crises and news consumption provides reasons to believe that the potential for information to mitigate uncertainty as specified by URT may break down during crises such as the COVID-19 pandemic. Integrating URT with research on crises and news consumption, we predict that consuming news information during crises-which tends to be distressing, constantly evolving, and inconsistent-will be positively related to uncertainty. This in turn may have negative implications for employee goal progress and creativity; two work outcomes that take on substantial significance in times of uncertainty and the pandemic. We further predict that death anxiety will moderate this relationship, such that the link between employees' news consumption and uncertainty is stronger for those with lower levels of death anxiety, compared to those with higher levels. We test our theorizing via an experience-sampling study with 180 full-time employees, with results providing support for our conceptual model. Our study reveals important theoretical and practical implications regarding information consumption during crises such as the COVID-19 pandemic. (PsycInfo Database Record (c) 2021 APA, all rights reserved).

Working in a pandemic: Exploring the impact of COVID-19 health anxiety on work, family, and health outcomes.

The COVID-19 pandemic has unhinged the lives of employees across the globe, yet there is little understanding of how COVID-19 health anxiety (CovH anxiety)-that is, feelings of fear and apprehension about having or contracting COVID-19-impacts critical work, home, and health outcomes. In the current study, we integrate transactional stress theory (Lazarus & Folkman, 1984) with self-determination theory (Deci & Ryan, 2000) to advance and test a model predicting that CovH anxiety prompts individuals to suppress emotions, which has detrimental implications for their psychological need fulfillment. In turn, lack of psychological need fulfillment hinders employees' abilities to work effectively, engage with their family, and experience heightened well-being. Our model further predicts that handwashing frequency-a form of problem-focused coping-will mitigate the effects of CovH anxiety. We test our propositions using a longitudinal design that followed 503 employees across the first four weeks that stay-at-home and social distancing orders were enacted. Consistent with predictions, CovH anxiety was found to impair critical work (goal progress), home (family engagement) and health (somatic complaints) outcomes due to increased emotion suppression and lack of psychological need fulfillment. Further, individuals who frequently engage in handwashing behavior were buffered from the negative impact of CovH anxiety. Combined, our work integrates and extends existing theory and has a number of important practical implications. Our research represents a first step to understanding the work-, home-, and health-related implications of this unprecedented situation, highlighting the detrimental impact of the anxiety stemming from the COVID-19 pandemic. (PsycInfo Database Record (c) 2020 APA, all rights reserved).

Better together? Examining profiles of employee recovery experiences.

Employees are exposed to a wide variety of job demands that deplete personal resources and necessitate recovery. In light of this need, research on work recovery has focused on how distinct recovery experiences during postwork time relate to employee well-being. However, investigators have largely tested the effects of these experiences in isolation, neglecting the possibility that profiles of recovery experiences may exist and influence the recovery process. The current set of studies adopted a person-centered approach using latent profile analysis to understand whether unique constellations of recovery experiences-psychological detachment, relaxation, mastery, control, and problem-solving pondering-emerged for 2 samples of full-time employees. In Study 1, which involved a single-time-point assessment, we identified 4 unique profiles of recovery experiences, tested whether job demands (i.e., time pressure, role ambiguity) and job resources (i.e., job control) differentiated profile membership, and evaluated whether each profile uniquely related to employee well-being outcomes (i.e., emotional exhaustion, engagement, somatic complaints). In Study 2, which involved 2 time points, we replicated 3 of the 4 profiles observed in Study 1, and tested 2 additional antecedents rated by employees' supervisors: leader-member exchange and supervisor support for recovery. Across both studies, unique differences emerged in regard to antecedents and outcomes tied to recovery experience profile membership. (PsycINFO Database Record

Are anxious workers less productive workers? It depends on the quality of social exchange.

In this article, we draw from Conservation of Resources Theory to advance and test a framework which predicts that emotional exhaustion plays an explanatory role underlying the relation between workplace anxiety and job performance. Further, we draw from social exchange theories to predict that leader-member exchange and coworker exchange will mitigate the harmful effects of anxiety on job performance. Findings across a 3-wave study of police officers supported our model. Emotional exhaustion mediated the link between workplace anxiety and job performance, over and above the effect of cognitive interference. Further, coworker exchange mitigated the positive relation between anxiety and emotional exhaustion, while leader-member exchange mitigated the negative relation between emotional exhaustion and job performance. This study elucidates the effects of workplace anxiety on resource depletion via emotional exhaustion and highlights the value of drawing on social resources to offset the potentially harmful effects of workplace anxiety on job performance.

Too drained to help: a resource depletion perspective on daily interpersonal citizenship behaviors.

This article explores the role of within-person fluctuations in employees' daily surface acting and subsequent personal energy resources in the performance of organizational citizenship behaviors directed toward other individuals in the workplace (OCBI). Drawing on ego depletion theory (Muraven & Baumeister, 2000), we develop a resource-based model in which surface acting is negatively associated with daily OCBIs through the depletion of resources manifested in end-of-day exhaustion. Further integrating ego depletion theory, we consider the role of employees' baseline personal resource pool, as indicated by chronic exhaustion, as a critical between-person moderator of these within-person relationships. Using an experience-sampling methodology to test this model, we found that surface acting was indirectly related to coworker ratings of OCBI through the experience of exhaustion. We further found that chronic levels of exhaustion exacerbated the influence of surface acting on employees' end-of-day exhaustion. These findings demonstrate the importance of employees' regulatory resource pool for combating depletion and maintaining important work behaviors. Implications for theory and practice are discussed.

Affect spin and the emotion regulation process at work.

Regulating emotions is one of the most depleting activities that customer service employees are asked to do, but not all employees get burned out by the end of an emotionally laborious day. In the current study, affect spin-the trait variability of an individual's affective states-was hypothesized to increase strain and fatigue associated with emotion regulation, yet weaken the relation between recent strain and immediate fatigue. The authors examined these hypotheses in an experience sampling study of restaurant servers. Sixty-three servers completed surveys on 4 occasions during each of approximately 10 shifts (2,051 total surveys). Multilevel analyses supported the underlying model linking emotion regulation to fatigue at work as well as the hypothesized role of affect spin. Although affect spin reflects greater reactivity to affective events, it also provides some degree of a buffer from the fatiguing effects of these events.

Service without a smile: comparing the consequences of neutral and positive display rules.

We used an experimental design to examine the intrapersonal and interpersonal processes through which neutral display rules, compared to positive display rules, influence objective task performance of poll workers and ratings provided by survey respondents of the poll workers. Student participants (N = 140) were trained to adhere to 1 of the 2 display rule conditions while delivering opinion surveys to potential patrons of an organization during a 40-min period. Results showed that, compared to positive display rules, neutral display rules resulted in less task persistence and greater avoidance behavior. These effects were mediated through a greater use of expression suppression. In addition, neutral display rules resulted in less positive respondent mood, which accounted for lower ratings of service quality and of overall favorability attitudes toward the sponsoring organization. The importance and ubiquity of neutral display rules are discussed, given the potential for positive and negative consequences at work.

Episodic processes in emotional labor: perceptions of affective delivery and regulation strategies.

This study examined emotional labor processes from a within-person, episodic framework. The authors hypothesized that the influence of negative emotions on affective delivery would be lessened by regulation strategies for supervisor perceptions but not self-perceptions. In addition, difficulty maintaining display rules was hypothesized to mediate the relation between negative emotions and self-perceptions of affective delivery. Finally, the influence of surface acting strategies on these processes as well as correlations with individual differences was investigated. Hypotheses were tested using ecological momentary assessment of a sample of cheerleading instructors. Results suggest that surface actors can regulate emotions effectively on an episode-to-episode basis but find the episode more difficult. In addition, surface actors exhibit more general tendencies to devalue themselves and experience fewer positive emotions.