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Emotional Labor and Exhaustion
Abstract
The focus of Chapter 2 is two-fold: emotional labor and emotional exhaustion. The chapter defines and describes each of these concepts in-depth and explores their many interrelationships. Drawing on the work of Grandey, the chapter provides definitions, examples, and related concepts for emotional labor (EL), which pertains to the regulation of one's own emotions within the particular context of the workplace, offering a conceptualization of the notion. This requires an understanding of both surface and deep acting, both of which are discussed. The chapter also explores the consequences of EL on both the individual and the organization. This leads into a discussion of emotional exhaustion (EE) which is likewise conceptualized within the chapter. There are six areas related to EE which the chapter explores: workload, fairness, reward, community, control, and value. It also examines the consequences of EE, briefly introducing its role in the phenomenon of burnout (which is examined more in-depth in another chapter).
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