Cross-national validation of the resources depletion-recovery model: An empirical study of Spanish and British theme park employees

Surface acting (SA) refers to the strategy whereby front-line employees hide their own emotions and fake those required of them within their role within customer service transactions. Although researchers have associated SA with burnout, evidence now suggests that this could be an indirect relationship. Building on the Conservation of Resources theory, it was hypothesised that the combined effect of emotional effort and lack of rewarding interactions with customers triggered by SA would explain the strong association between SA and burnout (Studies 1 and 2). Furthermore, building on psychological recovery literature, it was hypothesised that the effort invested in SA would be a weaker predictor of front-line employees’ burnout in cases when they reported higher levels of recovery ability as opposed to lower levels (Study 2). A cross-national and cross-sectional design was used, and participants were theme park employees from UK (Study 1, NUK =204) and Spain (Study 2, NSpain=211). The explanatory role of emotional effort and rewarding interactions was supported, and the buffering effect of recovery ability was confirmed. Strategies aimed at minimising burnout risk for employees who deal with customers on a regular basis in these countries are discussed

Cross-cultural comparison of Spanish and British “service-with-a-smile” outcomes

PurposeEmployees working in the leisure service industry are required to show positive emotions when dealing with customers. However, empirical evidence confirms that faking emotions can lead to burnout. In contrast, employees that try to experience the emotions required by the role (i.e. deep acting (DA)) can lead to healthier outcomes. However, little is known about the process that underpins the link between DA and positive outcomes. Building on Côte’s social interaction model of emotion regulation and evidence linking customer satisfaction and DA, it was hypothesized that DA would be associated with employees’ self-actualization through customer interactions. This, in turn, was expected to explain the influence that DA has on relevant job attitudes (i.e. commitment, efficacy, turnover intentions). The model was tested in two countries with different emotional culture: Spain (i.e. impulsive) and the UK (i.e. institutional). Although UK was expected to report higher levels of effortful DA, the hypothesized process was expected to be the same. The paper aims to discuss these issues.Design/methodology/approachA cross-national design with theme park employees from Spain (n = 208) and UK (n = 204) was used. Hypotheses were tested with multigroup confirmatory factor analysis. FindingsThe relationship between job commitment and DA was mediated by self-actualization, and commitment partially explained the association between DA and professional efficacy in both countries. The impulsive-oriented country showed lower levels of DA and more positive job attitudes.Originality/valueIt is concluded that training employees to re-interpret costume

Development and cross-national validation of the Emotional Effort Scale (EEF)

Background: Researchers define Emotional Labour (EL) as the effort associated with meeting the emotional requirements of the job, yet nobody has ever directly tested this effort. Building on classic stress and ego depletion theory, this study develops the Emotional Effort Scale (EEF). Methods: In Study 1, exploratory (N = 197) and confirmatory factor analysis (N = 182) were conducted with a British sample. In Study 2, the instrument was adapted to Spanish and measurement invariance was tested (N = 304). In Study 3, (N = 185), we tested convergent and divergent validity with the EL strategies (i.e., surface acting and deep acting) and the relationship between EEF and emotional exhaustion. Results: The final scale is a two-dimensional measure (explicit and implicit emotional effort) with good reliability levels in all samples (N = 818). Additionally, it shows adequate convergent, divergent and nomological validity. Conclusions: The Emotional Effort construct adds unique value to the literature. Thus, explicit effort seems to be the mechanism that explains the association between EL and exhaustion. Additionally, this study adapts and translates the measure to two of the most used languages in the world, enabling the emergence of cross-national studies in the field of emotions at work

Evaluating the impact of a brief mindfulness intervention to reduce early signs of excessive internet use for long-hour workers

Excessive working and compulsive internet use are problems for many workers. Mindfulness interventions, which focus on acceptance and being in the present moment, are generally found to be effective, for instance in terms of reducing workers’ stress levels. However, such interventions are time consuming and may not be ideal for the kinds of busy employees who are at risk from excessive working and internet use. This research aimed to evaluate a much shorter mindfulness intervention (involving daily 10-minute practice for two weeks), to see if it would be effective for reducing the early signs of compulsive internet use

“Breast is best”… until they say so

In this autoethnographic article, I discuss the consequences of being exposed to two competing breastfeeding discourses during my first mothering experience—the “self-regulated dyad” and the “externally regulated dyad” discourse. The former represents the ideal scenario and the evidence-based practices recommended by the World Health Organization (i.e., breastfeeding on demand, internally regulated by the dyad). The externally regulated discourse refers to the standardized health interventions that take over when difficulties arise (e.g., weight gain deviations and latching issues). Building on Kugelmann's critique about our blind reliance on “standardized health,” existing evidence, and my breastfeeding journey, I argue that unqualified and unindividualized breastfeeding interventions are highly counterproductive. To illustrate these points, I discuss the implications of the polarized interpretation of pain and the limited dyadically focused support. I then move on to analyze how ambivalent social positioning around breastfeeding impacts our experience. In particular, I found that I was highly regarded as a “good, responsible mum” up till my baby was 6 months, and how breastfeeding became increasingly challenged by others when my daughter was approaching her first birthday. Here, I discuss how performing attachment mothering identity work allowed me to navigate these challenges. Against this backdrop, I reflect upon feminist ambivalent positionings on breastfeeding and the complexity of balancing the promotion of women's hard-earned rights while supporting them to engage in whatever baby-feeding choice they feel appropriate. I conclude that unless we acknowledge the physical and social complexities of the process, and our healthcare systems seriously invest in allocating human resources and training them appropriately, breastfeeding rates may continue to suffer and women continue to interiorize it as their own failure

Beyond deep and surface acting: perceived emotional effort in customer service roles

Emotional Labour (EL) is a central feature of customer service roles, which refers to the effort employees exert in order to manage the emotions required by their role. Despite the emphasis placed upon “effort”, the instruments developed to measure EL have been focused on the strategies “deep acting” (i.e. changing your own feelings to achieve the required display) and “surface acting” (i.e. changing only the outward display). The lack of consistent findings, however, reveals the limited explanatory power of deep and surface acting as predictors of employees’ well being. Initial evidence from qualitative studies has started to emerge and suggests that the effort employees perceive to perform EL could be a better predictor of employees’ well being. Based on these findings and building on relevant stress theory, we present the development and initial validation of the perceived emotional effort construct

Addiction to Work: A Critical Review of the Workaholism Construct and Recommendations for Assessment

Workaholism was first conceptualized in the early 1970s as a behavioral addiction, featuring compulsive use and interpersonal conflict. The current article briefly examines the empirical and theoretical literature over the past four decades. In relation to conceptualization and measurement, how the concept of workaholism has worsened from using dimensions based on anecdotal evidence, ad-hoc measures with weak theoretical foundation, and poor factorial validity of multidimensional conceptualizations is highlighted. Benefits of building on the addiction literature to conceptualize workaholism are presented (including the only instrument that has used core addiction criteria: the Bergen Work Addiction Scale). Problems estimating accurate prevalence estimates of work addiction are also presented. Individual and sociocultural risk factors, and the negative consequences of workaholism from the addiction perspective (e.g., depression, burnout, poor health, life dissatisfaction, family/relationship problems) are discussed. The current article summarizes how current research can be used to evaluate workaholism by psychiatric–mental health nurses in clinical practice, including primary care and mental health settings. [Journal of Psychosocial Nursing and Mental Health Services, 53 (10), 48-59.]

Compulsive Internet use and workaholism: An exploratory two-wave longitudinal study

Workaholism refers to the uncontrollable need to work and comprises working compulsively (WC) and working excessively (WE). Compulsive Internet Use (CIU), involves a similar behavioural pattern although in specific relation to Internet use. Since many occupations rely upon use of the Internet, and the lines between home and the workplace have become increasingly blurred, a self-reinforcing pattern of workaholism and CIU could develop from those vulnerable to one or the other. The present study explored the relationship between these compulsive behaviours utilizing a two-wave longitudinal study over six months. A total of 244 participants who used the Internet as part of their occupational role and were in full-time employment completed the online survey at each wave. This survey contained previously validated measures of each variable. Data were analysed using cross-lagged analysis. Results indicated that Internet usage and CIU were reciprocally related, supporting the existence of tolerance in CIU. It was also found that CIU at Time 1 predicted WC at Time 2 and that WE was unrelated to CIU. It is concluded that a masking mechanism appears a sensible explanation for the findings. Although further studies are needed, these findings encourage a more holistic evaluation and treatment of compulsive behaviours

Self-concept clarity, social support, and compulsive internet use: a study of the US and the UAE

Compulsive Internet Use (CIU) has been mostly studied among adolescents, yet some studies reveal that this can be a problem for the adult population, too. The lack of agreement on diagnostic tools and cut-off points results in markedly different prevalence figures. Building on Charlton’s (2002) distinction between core CIU and positive engagement dimensions, the first objective was to confirm that prevalence figures including the core dimensions of CIU were lower than those including the engagement dimensions as well. Second, building on Davis’s (2001) diathesis-stress model, we tested the role that self-concept clarity (SCC) and social support play in predicting core CIU in US subjects (NUS = 268). Finally, we expected that, because self-concept clarity is mostly linked to well-being in Western countries, the association between this variable and core CIU would be weak in the Eastern culture sample (NUAE = 270). Our findings confirmed that prevalence figures were 20–40% lower when including the core dimensions only, and that SCC is a key predictor of CIU at low levels of social support in the US. We also confirmed that this is not the case in the UAE. Future research opportunities to advance this study were discussed