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Book part
Publication date: 10 April 2020

Eliane Bucher, Christian Fieseler, Christoph Lutz and Gemma Newlands

Independent actors operating through peer-to-peer sharing economy platforms co-create service experiences, such as shared car-rides or home-stays. Emotional labor among both

Abstract

Independent actors operating through peer-to-peer sharing economy platforms co-create service experiences, such as shared car-rides or home-stays. Emotional labor among both parties, manifested in the mutual enactment of socially desirable behavior, is essential in ensuring that these experiences are successful. However, little is known about emotional labor practices and about how sharing economy platforms enforce emotional labor practices among independent actors, such as guests, hosts, drivers, or passengers. To address this research gap, we follow a mixed methods approach. We combine survey research among Airbnb and Uber users with content analysis of seven leading sharing economy platforms. The findings show that (1) users perform emotional labor despite not seeing is as necessarily desirable and (2) platforms actively encourage the performance of emotional labor practices even in the absence of direct formal control. Emotional labor practices are encouraged through (hard) design features such as mutual ratings, reward systems, and gamification, as well as through more subtle (soft) normative framing of desirable practices via platform and app guidelines, tips, community sites, or blogs. Taken together, these findings expand our understanding of the limitations of peer-to-peer sharing platforms, where control over the service experience and quality can only be enforced indirectly.

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Theorizing the Sharing Economy: Variety and Trajectories of New Forms of Organizing
Type: Book
ISBN: 978-1-78756-180-9

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Book part
Publication date: 20 January 2023

Ana Célia Araújo Simões, Sonia Maria Guedes Gondim and Katia Elizabeth Puente-Palacios

We test a multilevel exploratory predictive model, examining the relationships between emotional labor (EL) and workers' affectivity traits at a philanthropic hospital, where EL…

Abstract

Purpose

We test a multilevel exploratory predictive model, examining the relationships between emotional labor (EL) and workers' affectivity traits at a philanthropic hospital, where EL involves a process of emotional regulation at work involving emotional display rules, regulatory strategies, and emotional performance. Specifically, we test a model of the mediation effects of regulatory strategies and the moderation effects of emotional demands.

Study design and methods

Participants were 306 workers from 45 different units of a hospital institution, whose performance was evaluated by 30 supervisors. Since workers' emotional display rules could not be represented as shared, unit-level beliefs, we chose two critical demands to test our hypotheses: (1) demand to express compassion and (2) demand to conceal anger or disapproval.

Findings

Using multilevel analysis, we found evidence that deep acting mediates between emotional demands to express compassion and emotional performance. We found further that demands to conceal anger toward coworkers increase the strength of the relationship between negative affectivity and surface acting.

Originality/value

Theoretical and practical implications of the study are also discussed.

Details

Emotions During Times of Disruption
Type: Book
ISBN: 978-1-80382-838-1

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Book part
Publication date: 31 July 2012

Dipankar Ghosh and G. Lee Willinger

This study examines the relations among management control systems (MCS), environmental uncertainty (EU), and organizational slack (OS). Given a firm's EU, managing OS requires…

Abstract

This study examines the relations among management control systems (MCS), environmental uncertainty (EU), and organizational slack (OS). Given a firm's EU, managing OS requires the support of an appropriately designed MCS. Thus, for different levels of OS and EU, we examine two forms of MCS: budgetary control and performance measurement system encompassing both financial and nonfinancial measures. EU and OS were determined using archival data, and MCS data was obtained via a survey questionnaire to chief executive officers (CEOs). As hypothesized, the results show that, given firms’ EU, the two forms of control play distinct but different roles in managing OS.

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Advances in Management Accounting
Type: Book
ISBN: 978-1-78190-105-2

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Article
Publication date: 3 April 2018

Jana Koubová, Eva Samková and Lucie Hasonová

The purpose of this paper is to evaluate food fraud detection in the Czech food retail market based on the findings of the Czech Agricultural and Food Inspection Authority (CAFIA).

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Abstract

Purpose

The purpose of this paper is to evaluate food fraud detection in the Czech food retail market based on the findings of the Czech Agricultural and Food Inspection Authority (CAFIA).

Design/methodology/approach

The outcomes of administrative proceedings from 2009 and 2013 were used. Data were collected from e-databases of the CAFIA and sorted by the current valid qualification for food fraud following Article 16, Regulation (EC) No. 178/2002 of the European Parliament and of the Council.

Findings

Food fraud was detected, almost to the same extent, in both selected years by laboratory testing as well as on the basis of “on the spot” controls in retail establishments. The meat products were a food group with the most fraudulent tendency in both selected years.

Originality/value

This paper contributes to the overview of food fraud and could help to detect ways of food deception for the competent authorities and consumers.

Details

British Food Journal, vol. 120 no. 4
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 8 September 2017

Wyn Morris and Penri James

The purpose of this paper is to analyse the current use of social media in agriculture. The primary focus of the research is to understand the messages and compare social media…

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Abstract

Purpose

The purpose of this paper is to analyse the current use of social media in agriculture. The primary focus of the research is to understand the messages and compare social media adopters with non-adopters. The paper addresses wider questions of the use of social media to support on farm entrepreneurship and business and considers what barriers to take up exist within the industry.

Design/methodology/approach

The paper adopts a case study approach utilising qualitative and quantitative methodology; combining survey data on Welsh farms and semi-structured interviews to gain a deeper understanding of social media use. The research is further informed by online documentary evidence gathered from agricultural Facebook pages and Twitter accounts. The discussion section develops a conceptual model that provides a novel perspective on social media usage in agriculture-based enterprises and discusses the potential for further uptake.

Findings

The paper identifies barriers to adoption of social media by agriculture-based enterprises. In conclusion, although there are barriers and objections to social media use, its mass influence provides opportunities to engage with stakeholders and develop more entrepreneurial activity. The risk aversion of some users prevents them from moving from the observational mode into one of engagement.

Originality/value

This paper brings an insight into social media’s potential to assist agriculture-based enterprises in dealing with the tensions between pressures to improve core farming practice and other entrepreneurial activity. The paper raises important implications for policy approaches that might seek to promote a complementary approach to farm technology adoption and entrepreneurial stance.

Details

Journal of Small Business and Enterprise Development, vol. 24 no. 4
Type: Research Article
ISSN: 1462-6004

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Article
Publication date: 13 February 2009

Gail Kinman

Research suggests that “front‐line” service jobs typically require emotional labour owing to the high levels of interpersonal interaction inherent in such work. Although emotional…

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Abstract

Purpose

Research suggests that “front‐line” service jobs typically require emotional labour owing to the high levels of interpersonal interaction inherent in such work. Although emotional labour can be performed face‐to‐face (in person) or voice‐to‐voice (on the telephone), little is known about whether the type of emotional demands and the relationships with strain outcomes differ according to mode of delivery. The purpose of this paper is to research these issues.

Design/methodology/approach

Relationships are assessed between three dimensions of emotional labour (emotional display rules, and the faking and suppression of emotions) and strain outcomes (psychological distress, work‐life conflict and job satisfaction) in a sample of 124‐cabin crew (face‐to‐face interaction) and 122 telesales agents (voice‐to‐voice interaction). The emotional labour dimensions that are significant predictors of strain outcomes for both groups are examined by multiple regression.

Findings

No significant differences were observed between groups in mean levels of emotional labour variables. A greater proportion of variance in all types of strain was explained by the emotional labour components for participants who interact with customers face‐to‐face but these differences did not reach statistical significance. The emotional labour dimensions that predicted each strain outcome varied according to mode of delivery.

Practical implications

Ways by which service sector organisations might counteract the potentially negative effects of performing emotional labour are discussed.

Originality/value

The study provides some initial evidence that the impact of mode of delivery in emotion work is worthy of further investigation.

Details

Journal of Managerial Psychology, vol. 24 no. 2
Type: Research Article
ISSN: 0268-3946

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Article
Publication date: 1 January 2006

Anthony J. Montgomery, Efharis Panagopolou, Martijn de Wildt and Ellis Meenks

The purpose of the current study is to examine the relationship between emotional display rules/job focused labor, work‐family interference (WFI) and burnout among a sample of…

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Abstract

Purpose

The purpose of the current study is to examine the relationship between emotional display rules/job focused labor, work‐family interference (WFI) and burnout among a sample of workers in a Dutch governmental organization.

Design/methodology/approach

The research is a cross‐sectional study of 174 workers from a Dutch governmental organization.

Findings

Emotional display rules and job‐focused labor were related to burnout and psychosomatic complaints. More specifically, the need to hide negative emotions and engage in surface acting was related to negative outcomes. In addition, WFI partially mediated the relationship between the hiding of negative emotion/surface acting and burnout/psychosomatic complaints.

Research limitations/implications

The present study is cross‐sectional and thus the postulated relationships cannot be interpreted causally.

Practical implications

In terms of training and/or interventions, there is a need for the worksite to provide structured opportunities for employees to decompress from the emotional demanding aspects of their jobs.

Originality/value

Emotional labor has been rarely examined as an antecedent of WFI. In addition, while emotional labor has been studied with individuals in the service sector, it has been rarely examined among individuals whose jobs are highly ceremonial in nature.

Details

Journal of Managerial Psychology, vol. 21 no. 1
Type: Research Article
ISSN: 0268-3946

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Book part
Publication date: 30 December 2004

Alicia A. Grandey and Glenda M. Fisk

The link between emotion display rules and job strain has been well established. This chapter draws upon the organizational justice literature to propose a new individual…

Abstract

The link between emotion display rules and job strain has been well established. This chapter draws upon the organizational justice literature to propose a new individual difference, service emotion rule fairness (SERF), to predict job strain for service workers. We propose that when service workers believe that organizational control of emotional displays is unfair they have poor fit with the job and increased strain. In fact, in the survey and experimental studies presented here, SERF uniquely predicted turnover intentions and emotional exhaustion beyond individual and group characteristics. SERF was rated higher when displays to customers are perceived as a means to gain financial rewards or form relationships with others, supporting a self-interest model of fairness, whereas the extent that display rules made one feel controlled, SERF was lower. We also found evidence that those with more social and organizational power perceived that the requirements were fairer. Practical and research implications are discussed.

Details

Exploring Interpersonal Dynamics
Type: Book
ISBN: 978-0-76231-153-8

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Article
Publication date: 22 March 2019

Gemma Newlands, Christoph Lutz and Christian Fieseler

The purpose of this paper is to explore how rating mechanisms encourage emotional labor norms among sharing economy consumers.

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Abstract

Purpose

The purpose of this paper is to explore how rating mechanisms encourage emotional labor norms among sharing economy consumers.

Design/methodology/approach

This study follows a mixed-methods research design. Survey data from 207 consumers were used to quantify the impact of three distinct rating dimensions on a consumer behavioral outcome (emotional labor). In the second step, 18 focus groups with 94 participants were used to investigate the conditioning functions of ratings in more depth.

Findings

Rating mechanisms condition consumers toward performing socially desirable behaviors during sharing transactions. While consumers accept the necessity of bilateral rating mechanisms, they also recognize their coercive nature. Furthermore, the presence of bilateral rating mechanisms leads to negative outcomes such as annoyance and frustration.

Originality/value

This study contributes to sharing economy literature by examining bilateral rating mechanisms as a means of behavioral conditioning for consumers. This study points to improvements in platform design and informs theory on tripartite markets as well as trust.

Details

Internet Research, vol. 29 no. 5
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 1 August 2005

Anthony J. Montgomery, Efharis Panagopolou and Alexos Benos

The emotionally taxing nature of health‐care work has been increasingly recognized. In parallel, the field of work and family has been searching for more specific antecedents of…

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Abstract

Purpose

The emotionally taxing nature of health‐care work has been increasingly recognized. In parallel, the field of work and family has been searching for more specific antecedents of both work interference with family (WFI) and family interference with work (FWI). The current study aims to examine the relationship between surface acting and hiding negative emotions with WFI and FWI among Greek health‐care professionals.

Design/methodology/approach

The research is a cross‐sectional study of 180 Greek doctors and 84 nurses using self‐report measures.

Findings

Results indicated that, for doctors, surface acting at work was positively related to WFI and, for nurses, surface acting at home was positively related to FWI.

Research limitations/implications

The respondents were sampled on a convenience basis and the non‐random procedure may have introduced unmeasured selection effects. The present study is cross‐sectional and thus the postulated relationships cannot be interpreted causally.

Practical implications

Emotional management training and opportunities for emotional decompression for Greek health‐care professionals should be explored. In terms of medical education, the need to train students to understand and cope with emotional demands is an important first step. This research highlights the need for communication‐skills training courses facilitating emotional awareness and emotional management.

Originality/value

These findings position emotional labour as an important antecedent of both WFI and FWI.

Details

Journal of Health Organization and Management, vol. 19 no. 4/5
Type: Research Article
ISSN: 1477-7266

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