Display Rule "Regulators": The Relationship Between Supervisors and Worker Emotional Exhaustion

This field study examined the effect of supervisory regulation of display rules-the rules about what kind of emotion to express on the job ( R. Ekman, 1992 ; A. Rafaeli & R. I. Sutton, 1987 )-on the emotional exhaustion of subordinates. On the basis of a sample of 940 call center employees, the...

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Bibliographic Details
Published in:Journal of applied psychology 2005-09, Vol.90 (5), p.917-927
Main Authors: Wilk, Steffanie L, Moynihan, Lisa M
Format: Article
Language:English
Subjects:
Adult
Behavioral sciences
Biological and medical sciences
Burnout, Professional - psychology
Call centers
Call centres
Data Collection
Emotional Exhaustion
Emotional regulation
Emotionality (Personality)
Emotions
Employee Relations
Employees
Fatigue
Female
Fundamental and applied biological sciences. Psychology
Hierarchy, Social
Human
Humans
Internal-External Control
Interpersonal interaction
Interpersonal Relations
Intragroup relations
Job content
Job Description
Job performance
Male
Management Personnel
Management styles
Managers
Mental stress
Middle Aged
Occupational psychology
Occupational Stress
Organization and Administration
Organizational Policy
Professional Identity
Professional relationships
Psychology. Psychoanalysis. Psychiatry
Psychology. Psychophysiology
Sample surveys
Self Efficacy
Set (Psychology)
Social Behavior
Social relations
Sociology of work
Stress, Psychological
Studies
Supervisor Employee Interaction
Supervisors
U.S.A
Vocational training. Adult education
Work Load
Working conditions
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Summary:This field study examined the effect of supervisory regulation of display rules-the rules about what kind of emotion to express on the job ( R. Ekman, 1992 ; A. Rafaeli & R. I. Sutton, 1987 )-on the emotional exhaustion of subordinates. On the basis of a sample of 940 call center employees, the authors found that worker emotional exhaustion varied across supervisors within jobs, suggesting that emotion work is influenced at the supervisory, rather than job, level. Moreover, the authors found that the importance supervisors place on interpersonal job demands of their workers was positively related to worker emotional exhaustion. Worker career identity moderated the interpersonal-job-demands-emotional-exhaustion relationship, but self-efficacy did not. Study conclusions and suggestions for future research are provided.
ISSN:0021-9010
1939-1854
DOI:10.1037/0021-9010.90.5.917