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Emotional Labor Actors: A Latent Profile Analysis Of Emotional Labor Strategies, Allison S. Gabriel, Michael A. Daniels, James M. Diefendorff, Gary J. Greguras

Research Collection Lee Kong Chian School Of Business

Research on emotional labor focuses on how employees utilize 2 main regulation strategies—surface acting (i.e., faking one’s felt emotions) and deep acting (i.e., attempting to feel required emotions)—to adhere to emotional expectations of their jobs. To date, researchers largely have considered how each strategy functions to predict outcomes in isolation. However, this variable-centered perspective ignores the possibility that there are subpopulations of employees who may differ in their combined use of surface and deep acting. To address this issue, we conducted 2 studies that examined surface acting and deep acting from a person-centered perspective. Using latent profile analysis, we identified …