The Invisibility of Emotional Labor

The focus of this study is on the invisibility of emotional labor for faculty members in private liberal arts colleges. Here, Hochschild s (1983) position is that the condition for emotional labor interactions has three requirements, first face-to- face or voice-to-voice contact with a client or customer, second the employee is required to produce an emotional state in another person (client or customer), and third that these jobs allow the employer to exercise a degree of control over the emotional activities of employees through training and supervision. In addition this study uses the social exchange framework to determine if emotional labor is exchanged for Christine Maslach s (1976) burnout characteristics of depersonalization, exhaustion and or self-accomplishment.

Autorentext

Marjorie Meier, B.S., M.B.A., University of Illinois Urbana Champaign, Doctor of Public Administration University of Illinois Springfield