ABSTRACT
A close examination of the emotional labor literature reveals a myriad of conceptualizations contributing to a current state of theoretical disorientation. The purpose of this chapter is to clarify the nature of the construct and specify a more unified research model. To maximize theoretical clarity, the present model separates behaviors, emotional states, and situational demands. In addition, we suggest that the construct of perceived emotional dissonance is an important mediator between situational demands and emotional labor behavior, thereby disentangling the emotional state from behavior.
