ABSTRACT
In this chapter, we cumulate the results of empirical research on the predictors and outcomes of emotional labor. After a discussion of the definitions and operationalizations of emotional labor, we use meta-analytic techniques to obtain estimates of the associations between emotional labor and organizational display rules, burnout, physical symptoms, personality, and job characteristics. We discuss these finding and their implications for future research on emotional management in organizations, with a focus on the ubiquity of emotional regulation, the role of personality, and ways that organizations can buffer the negative effects of emotional labor on their employees. We conclude with a brief discussion of the implications of emotional labor research for employee selection, job performance, and organizational success.
