This study examines the concept of commitment to display rules (CTDR) as an essential factor in understanding emotional labor (EL) regulation and its influence on organizational outcomes, using a mixed-methods approach. CTDR refers to employees’ motivation to follow organizational emotional display standards, which influences their engagement in surface acting or deep acting. The proposed model suggests that higher CTDR leads to increased EL, which enhances job satisfaction and performance. Quantitative data, collected through surveys, were analyzed to test hypotheses related to the moderating effects of organizational identification (OID) and job autonomy. OID, defined as employees’ alignment with organizational values, strengthens the relationship between EL and positive outcomes, fostering greater motivation and satisfaction. Similarly, job autonomy, which allows employees discretion in task execution, mitigates the negative effects of EL by supporting flexibility in emotional regulation. Qualitative data, derived from interviews, provided insights into employees’ lived experiences of EL, further contextualizing the quantitative findings. The study highlights practical implications for organizations, including training programs to improve deep acting skills and fostering autonomy to improve employee well-being emphasizing the importance of managing EL. This research contributes to the literature on EL by integrating the overlooked concept of CTDR and its interaction with OID and autonomy, providing a nuanced understanding of its role in achieving organizational effectiveness. By incorporating a mixed-methods design, this study contributes a comprehensive perspective on the underexplored concept of CTDR, and augments the understanding of how CTDR, OID, and job autonomy interact to influence service performance and job satisfaction.

Authors:
Giselle Phillips, University of the West Indies, Trinidad and Tobago
Leann Mischel, Coastal Carolina University, United States

About the Presenter(s)
Giselle Phillips is currently a PhD Candidate at the University of the West Indies, St Augustine Campus. She is also an Adjunct Lecturer at the University of the West Indies Global Campus. Emotional labor and commitment.

See this presentation on the full schedule – On Demand Schedule

Bookmark