Understanding the emotional labor process: a control theory perspective
用控制理论解释情绪劳动过程，认为员工通过比较实际情绪表现与规则来调节情绪，并分析该过程如何影响工作绩效和导致积极或消极结果。
Abstract A dynamic, process‐oriented approach to understanding emotional labor is presented, utilizing concepts from control theory models of behavioral self‐regulation. Emotional labor is characterized as involving a discrepancy monitoring and reduction process, whereby perceptions of emotional displays and emotional display rules are continuously compared. If a discrepancy between emotional displays and display rules is detected, individuals are proposed to use emotion regulation strategies to reduce the discrepancy. The goal hierarchy aspect of control theory is used to describe emotional labor in the broader context of job performance and explain how positive and negative outcomes can result from the emotional labor process. Propositions are developed throughout the paper. Copyright © 2003 John Wiley & Sons, Ltd.