Peter Totterdell

Emotion Regulation in Customer Service Roles: Testing a Model of Emotional Labor

The study used a time-sampling method to test aspects of A. Grandeys (2000) emotion regulation model of emotional labor. Eighteen customer service employees from a call center recorded data on pocket computers every 2 hr at work for 2 weeks. Participants completed ratings of emotion regulation, events, expressed and felt emotions, well-being, and performance on 537 occasions and completed questionnaires containing individual and organizational measures. Multilevel analyses supported many aspects of the model but indicated that it has to be implemented precisely in terms of regulating emotion for organizational goals. Results also showed that deep and surface acting had different consequences for employees. Overall, the study found that emotion regulation is a viable platform for understanding emotional labor.

Classifying Affect-regulation Strategies

This paper presents a provisional classification of deliberate strategies for improving unpleasant affect based on conceptual judgements concerning their similarities and differences. A corpus of self-reported upward affectregulation strategies was collected using questionnaires, interviews, and group discussions, in conjunction with an examination of existing literature on related topics. A total of 162 distinct strategies were identified and a preliminary categorisation was developed by the investigators. We then conducted a card-sort task in which 24 participants produced separate classifications of the strategies. The similarity matrix arising from co-occurrence data was subjected to hierarchical cluster analysis and the obtained typology provided independent support for our proposed distinctions between strategies implemented cognitively and behaviourally, between diversion and engagement strategies, and between active distraction and direct avoidance, and for specific lower-level groupings of strate...

The Standard Shiftwork Index: a battery of questionnaires for assessing shiftwork-related problems

Abstract The lack of standardization in shiftwork research has been recognized. In response, a battery of selfreport questionnaires has been developed, which might usefully be employed in assessing the impact of different types of shift systems on large groups of individuals. The scales included reflect the most pertinent issues within shiftwork research, and were chosen on the basis of being both relatively short, easy to administer, and having good psychometric properties. The scales fall broadly into three main categories: outcomes, relating to the actual problems experienced by the individuals concerned; modifiers, relating to those differences between individuals which may serve to moderate the impact of shiftwork; and general, including work context and shift system details. Suggestions as to how the questionnaires might usefully be employed are offered. Based on the results of a large sample of nurses and midwives, and a second sample of industrial and service workers, the present paper offers: a s...

The effects of performance monitoring on emotional labor and well-being in call centers

A study was conducted to investigate the relationship between performance monitoring and well-being. It also examined a mechanism, namely emotional labor, that might mediate the relationship between them, assessed the effect of the work context on the relationship between performance monitoring and well-being, and examined the relative effects of performance monitoring and work context on well-being. Three aspects of performance monitoring were covered, namely, its performance-related content (i.e., immediacy of feedback, clarity of performance criteria), its beneficial-purpose (i.e., developmental rather than punitive aims), and its perceived intensity. The participants were 347 customer service agents in two U.K. call centers who completed a battery of questionnaire scales. Regression analyses revealed that the performance-related content and the beneficial-purpose of monitoring were positively related to well-being, while perceived intensity had a strong negative association with well-being. Emotional labor did not mediate the relationship between monitoring and well-being in the form hypothesized, although it was related to these two factors. Work context (job control, problem solving demand, supervisory support) did not mediate the relationship between monitoring and well-being, but job control and supervisory support did moderate the relationship between perceived intensity and well-being. Relative to other study variables, perceived intensity showed stronger associations with emotional exhaustion, while job control and supervisory support tended to show stronger associations with depression and job satisfaction. Implications for theory, practice, and future research are discussed.

Use and effectiveness of self-regulation strategies for improving mood in a group of trainee teachers.

A field study investigated the ongoing use and effectiveness of self-regulation strategies for improving mood and the effects of a mood-regulation intervention. Thirty trainee teachers used pocket computers to complete ratings of their mood and their use of mood-regulation strategies every 2 hr during 2 weeks of a school placement. Cognitive distraction was the most frequently used strategy, but behavioral diversion and cognitive reappraisal were associated with the greatest improvements in reported mood. Neither avoidance nor venting was associated with mood improvements. Concurrent mood, mood awareness, and activity predicted the use of different regulation strategies. Half of the participants were instructed to use engagement strategies and the other half diversion strategies during the middle 6 days of the study. The engagement group reported significantly higher levels of cheerfulness during this intervention.

Emotional labour and emotional exhaustion: Interpersonal and intrapersonal mechanisms

Abstract In some occupations, particularly in the service sector, dealing with patients or clients may require an employee to pretend to have emotions that they do not really have, or to actually experience required emotions. The regulation of emotion can be either automatic or controlled. This study extends research on the consequences and processes of emotional labour in two ways. First, it examines how the use of different emotion regulation strategies with patients relates to doctors’ emotional exhaustion. Second, it tests two mechanisms that may explain those relationships. A survey of 345 general practitioners (GPs) working in a large urban community in Spain was conducted for the study. Based on Côtés (2005) social interaction model, GP satisfaction with the responses of their patients was tested as a potential interpersonal mediator between their use of automatic, surface, and deep emotion regulation strategies and their emotional exhaustion. Psychological effort was tested as a potential intrapersonal mediator in the same pathway. Regression analysis indicated that emotion regulation was associated with GP emotional exhaustion when it was performed automatically, but that it had a positive and a neutral association when it was performed using surface and deep acting respectively. The mediating role of interpersonal and intrapersonal factors helped explain the differential associations between the GPs’ emotion regulation strategies and their emotional exhaustion.

Rushed, unhappy, and drained: An experience sampling study of relations between time pressure, perceived control, mood, and emotional exhaustion in a group of accountants.

Experience sampling methodology was used to examine how work demands translate into acute changes in affective response and thence into chronic response. Seven accountants reported their reactions 3 times a day for 4 weeks on pocket computers. Aggregated analysis showed that mood and emotional exhaustion fluctuated in parallel with time pressure over time. Disaggregated time-series analysis confirmed the direct impact of high-demand periods on the perception of control, time pressure, and mood and the indirect impact on emotional exhaustion. A curvilinear relationship between time pressure and emotional exhaustion was shown. The relationships between work demands and emotional exhaustion changed between high-demand periods and normal working periods. The results suggest that enhancing perceived control may alleviate the negative effects of time pressure.

Recovery from work shifts: how long does it take?

Although regulations on work hours usually include a minimum weekly rest period, there is little empirical evidence concerning recovery from work. Shift-working nurses (N = 61) used a handheld computer for 28 days to complete self-ratings, cognitive-performance tasks, and a sleep diary. Many measures were worse on rest days that followed a night shift rather than a day shift and tended to be worse on first rest days compared with subsequent rest days. Alertness was lowest on the 1st rest day following a night shift. Social satisfaction was better on workdays that were preceded by 2 rather than 1 rest day. Reaction time decreased over consecutive night shifts and tended to increase over rest days following night shifts. The results are interpreted as being consistent with the combined adaptive costs of fatigue and adjustment to and from a nocturnal routine. The practical implications for scheduling rest days are considered.

Time Frames for Mood: Relations between Momentary and Generalized Ratings of Affect

A computerized diary method was used to investigate relations between momentary and generalized affect reports. Thirty participants rated current mood at 2-hourly intervals and gave retrospective reports of daily and weekly mood for a 2-week period. Average momentary ratings provided a closer estimate of daily mood than either peak or most recent momentary ratings. Similarly, average daily mood indexes tended to give the best estimates of weekly mood. However, for positive (but not negative) mood, daily reports were consistently higher than average momentary ratings, and weekly reports were consistently higher than average daily ratings. Regression analyses suggested that daily ratings were influenced mainly by average momentary mood but that independent effects of peak and most recent momentary mood were detectable too. Retrospective reports of daily mood were also influenced by current mood. In general, however, memory for affect was rather better than previous research has implied.

Fuel of the self-starter: how mood relates to proactive goal regulation.

The authors consider how multiple dimensions of affect relate to individual proactivity. They conceptualized proactivity within a goal-regulatory framework that encompasses 4 elements: envisioning, planning, enacting, and reflecting. In a study of call center agents (N = 225), evidence supported the distinctiveness of the 4 elements of proactive goal regulation. Findings further indicated that high-activated positive mood was positively associated with all elements of proactive goal regulation, and low-activated negative mood was positively associated with envisioning proactivity. These findings were further supported in a longitudinal investigation of career-related proactivity amongst medical students (N = 250). The role of affective experience in proactivity is more nuanced than previously assumed.