Achieving frontline communication excellence: the potential cost to health

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
Export

Citation Context

Cited by in this index (1)

  1. IEEE Transactions on Professional Communication

Cites in this index (0)

No references match articles in this index.

Also cites 14 works outside this index ↓
  1. 10.2307/258824
  2. 10.1007/BF01385455
  3. sources of occupational stress: an examination of british police officers
    Work and Stress  
  4. managing emotion on the job and at home: understanding the consequences of mulitple emoti…
    Acad Manag Rev  
  5. 10.2307/256287
  6. 10.4135/9781483348957
    How to Measure Survey Reliablity  
  7. 10.1177/089124391005002002
  8. 10.2307/3033676
  9. 10.1111/j.2044-8325.1980.tb00007.x
  10. 10.1086/208792
  11. 10.1007/978-1-349-25689-1
    The Realities of Work  
  12. 10.1002/job.4030020205
  13. 10.1037/11419-002
  14. 10.1016/0277-9536(89)90342-0