Emotion at Work: To What Extent are We Expressing, Suppressing, or Faking It?

Abstract

Emotions and emotion management are a prominent feature of organizational life and the concept of emotional labour was coined to describe the effort required to fake or suppress an emotional display because of the demands of the work role. Although much qualitative work has been conducted to investigate emotional labour, no attempts have been made to measure the degree to which this emotion work occurs. This omission is partly due to the difficulties in defining the construct and dimensions of emotional labour and this article discusses previous attempts at definition and reconceptualizes the concept in order to allow the development of a measurement tool. The process of development and testing of the tool within 12 UK companies is the focus of the remainder of the article and leads directly to the first quantitative answer to the question, to what extent are we expressing, suppressing, and faking emotion at work? Results suggest that emotional labour is performed in almost two-thirds of workplace communications, both at and away from the frontline. Implications for practitioners and researchers are outlined.