Chameleonic or Consistent? A Multilevel Investigation of Emotional Labor Variability and Self-Monitoring
研究引入情绪劳动变异性概念，通过对78名客服员工两周522份每日调查，发现表面表演变异性越大，工作满意度越低、工作退缩行为越多，且自我监控水平高时这种影响减弱。
We introduce the concept of emotional labor variability, which captures individual differences in surface acting and deep acting fluctuations over time. In a multilevel study of 78 customer service employees who provided 522 matched daily surveys over a two-week period, employees who were more variable in their use of surface acting reported lower levels of job satisfaction and higher levels of work withdrawal. Self-monitoring was positively associated with both the level and variability of surface acting, and the effects of surface acting variability on job satisfaction and work withdrawal were weaker when self-monitoring was high. The results for deep acting were inconsistent. Overall, our results demonstrate how the concepts of surface acting variability and deep acting variability can extend theory and research on emotional labor as well as on self-monitoring.