Achieving frontline communication excellence: the potential cost to health

S. Mann

doi:10.1109/47.735367

IEEE Transactions on Professional Communication Jan 1998

Achieving frontline communication excellence: the potential cost to health

S. Mann

Abstract

With the burgeoning in recent years of the service sector, emotion management by frontline employees is becoming an increasingly prevalent means of differentiating one service provider from its competitors. Chronic emotion management, however, is thought to have serious negative consequences on the health of the employee in terms of stress and stress-related disease. This study addresses for the first time the empirical question of whether there is a direct link between emotion management and stress, by using a new self-report tool aimed at measuring emotional suppression/faking among 137 frontline employees. The results suggest that high levels of emotion management occur In at least one third of all frontline communications, and that the more emotion management performed, the more stress experienced. The implications for technical communicators and researchers are outlined.

Journal: IEEE Transactions on Professional Communication
Published: 1998-01-01
DOI: 10.1109/47.735367
CompPile: Search in CompPile ↗
Open Access: Closed
Topics: technical communication
Export: BibTeX RIS

Citation Context

Cited by in this index (1)

Duong et al. (2023)

Distress Coping Responses Among Teleworkers

IEEE Transactions on Professional Communication

Cites in this index (0)

No references match articles in this index.

Also cites 14 works outside this index ↓

10.2307/258824

↗
10.1007/BF01385455

↗
rutter (1988)

sources of occupational stress: an examination of british police officers

Work and Stress ↗
wharton (1993)

managing emotion on the job and at home: understanding the consequences of mulitple emoti…

Acad Manag Rev ↗
10.2307/256287

↗
litwin (1995)

10.4135/9781483348957

How to Measure Survey Reliablity ↗
10.1177/089124391005002002

↗
10.2307/3033676

↗
10.1111/j.2044-8325.1980.tb00007.x

↗
10.1086/208792

↗
noon (1997)

10.1007/978-1-349-25689-1

The Realities of Work ↗
10.1002/job.4030020205

↗
10.1037/11419-002

↗
10.1016/0277-9536(89)90342-0

↗

CrossRef global citation count: 12 View in citation network → Build reading path →

Achieving frontline communication excellence: the potential cost to health

Abstract

Citation Context

Cited by in this index (1)

Cites in this index (0)

Related Articles