Download Pain or pleasure An exploration of how emotional labour affects job

Title: Pain or pleasure? An exploration of how emotional labour affects job stress and job
engagement among family law practitioners.
Authors: Andrea Subryan1 and Michelle Blackburn2
Organisation affiliation/position(s): 1Associate Lecturer, Sheffield Hallam University; 2
Principal Lecturer, Sheffield Hallam University
Address: Sheffield Hallam University, Sheffield Business School, Stoddart Building, City
Campus, Sheffield, S1 1WB, United Kingdom
Email address: [email protected]
Stream: Employee engagement
Submission type: Working paper
Abstract
Emotional labour is the process by which employees are expected to manage their feelings in
accordance with organisational rules and procedures. A dearth of empirical research of
emotional labour in roles requiring 'professional' membership accreditation has hindered
Human Resources (HR) knowledge and capacity to appropriately support members of the
professional workforce. However, emotional labour has acquired a position on HR agendas
following occupational research findings that it could have different influences upon
employees which could be positive, negative, or no effect at all. To develop the research base
further, this exploratory pilot study focuses on one key area - that of family law practitioners
and how emotional labour affects job stress, job satisfaction and employee engagement.
A phenomenological exploratory study was conducted to understand and interpret family law
practitioners' workplace experiences. The research design was underpinned by three sociocultural theories namely dramaturgical theory, social interactionism theory and social identity
theory.
Data was collected through semi-structured interviews with three family law
practitioners who worked in legal aid firms. Data analysis was conducted by thematic analysis.
While the researchers recognise the small sample size does not allow for generalisations it does
however offer an insight into areas for further investigation.
Findings revealed that emotional labour did not result in stress however it did relate positively
to job satisfaction and employee engagement. Further, participants who engaged in
communities of practice and who also enjoyed a high level of autonomy were more likely to
identify with their role and experience engagement as a result of practising emotional labour.
Purpose
The purpose of this working paper is to explore the effect of emotional labour on the job stress,
job satisfaction and employee engagement of family law practitioners. Emotional labour is the
process by which employees are expected to manage their feelings in accordance with
organisational rules and procedures (Hochschild 1983). The regulation of emotions at work,
or emotional labour, has acquired a position on HR agendas following research findings that
emotional labour could have different effects on employees which could be positive (Leidner
1999), negative (Hochschild 1983) or no effect (Wharton 1993).
Historically, the workplace was viewed as a rational setting where it was perceived that any
emotional display hindered systematic results (Grandey 2000). However, due to a shift in the
global economy towards the service industry (Meyer and DeTore 1999 as cited in Miller 2007),
frequent face-to-face emotional communications with customers and clients became a way to
gain competitive advantage over competitors (Miller 2007). In a drive to offer customer
excellence organisations decided to control emotions through a range of formal and informal
rules communicated through induction programs, training manuals, or observations at work
(Mann 1997 as cited in Hwa et al 2010).
Research findings are inconsistent, with the effects of emotional labour often disputed. On the
one hand, emotional labour can lead to negative effects on an employee's well-being and can
result in stress (Hochschild 1983); while on the other hand, it can have a positive effect
resulting in job satisfaction and employee engagement (Ashforth and Humphrey 1993). Given
these potential consequences, emotional labour should therefore be given greater attention by
HR professionals as it may facilitate the formulation and implementation of effective HR
policies in areas such as recruitment, selection, training and rewards.
Most research on emotional labour has been carried out in relation to occupations within the
service industry (Roach Anleu and Mack 2005). However, there is a dearth of empirical
research regarding emotional labour in professions and particularly, within the legal profession
(Westaby 2010; Roach Anleu and Mack 2005; Harris 2002). This gap in research has hindered
HR knowledge and capacity to appropriately support professional members of the legal
workforce. We define professional members as those governed by ethical codes of conduct and
who are characterised by self-regulation and autonomy and are not controlled by bureaucratic
hierarchies (Harris 2002). By complying with these codes, professionals internalise the
espoused intention to serve the common good (Fincham and Rhodes 1998 as cited in Harris
2002). Admission into the legal profession is regulated and the profession is modulated by a
professional association. Legal practitioners are socialised on the professional codes of practice
which consist of expectations relating to displays of emotion and behaviour in practice (Harris
2002). Family law practitioners engage frequently with emotional labour as they deal with
challenges exhibited by clients, practitioners, barristers, judges and immediate colleagues on a
daily basis.
Given this context, family law practitioners are ideal participants in the study of emotional
labour. For example, solicitors must observe professional display rules including the Solicitors
Regulation Authority Code of Practice and Principles (SRA Code of Conduct 2011) and family
law practitioners, in particular, should adhere to the Resolution Code of Practice (2014) and
Law Society's Family Law Protocol (2006). Family law practitioners imply those who deal
with the chaotic personal problems of clients where there are high levels of emotions such as
anger, anxiety and fear (Roach Anleu and Mack 2005). Visible displays of emotions including
irritation or frustration (Lively 2000) are often considered an indication of unprofessionalism
and deviation from professional display rules (Roach Anleu and Mack 2005). Family law
practitioners believe that suppressing emotion and remaining detached and neutral enables
them to argue rationally their client's case (Harris 2002; Fineman 1993; Henderson 1987).
The study focussed on the experiences of three family law practitioners; a partner, a solicitor
and a paralegal all of whom are professionally regulated. Generalisations cannot be made as
this is an explorative pilot study. Barristers were purposefully excluded from the study because
of the organisationally independent nature of their work which was outside the scope of the
study.
A thematic analysis was used to ascertain and identify trends and themes of the effect of
emotional labour on job stress, job satisfaction and employee engagement.
Theoretical Framework
The theoretical framework consists of three socio-cultural theories namely dramaturgical
theory (Hochschild 1983), social identity theory (Ashforth and Humphrey 1993) and social
interactionism theory (Morris and Feldman 1996). The three theories view emotional labour as
involving an element of acting in order to adhere to organisational display rules.
Methodology
The methodology adopted in this study was a phenomenology approach which involves
examination of the participant's social world; and is concerned with exploring and
understanding participants' perceptions of an event (Smith and Osborn 2007).
This
methodology was chosen as it provided a useful framework that enabled the individual's
experiences to develop naturally and made attempts to avoid researcher bias in the data (Gray
2014).
As with the phenomenological approach, this research obtained rich data from participants
through an inductive, qualitative approach using semi-structured interviews (Smith and Osborn
2007; Lester 1999) of between 45 minutes and one hour. Consideration was given to a
hermeneutical phenomenological approach to the research as this approach involves obtaining
data regarding deep lived experiences. Hermeneutical phenomenology extends beyond
description to unveil hidden or uncertain meanings (Merleau-Ponty, 2002; Heidegger, 1962).
It was accepted that each participant's experience was unique and it was appropriate to consider
using a hermeneutical phenomenological approach to understand the participants' experiences.
However, due to the small sample size and restrictions on time, it was not reasonable to use
this methodological approach. It is accepted that a hermeneutical phenomenological approach
would be more beneficial and appropriate in a larger scale study.
Research Design
A purposive sampling strategy was used. Three participants were chosen because they
represented varying levels of experience of family law practitioners. The participants had all
worked for the same medium sized legal aid law firm in South Yorkshire. The data collection
method of semi structured interviews elicited accounts of the participants’ experiences of
practicing emotional labour as family law practitioners in a legal aid context. In legal aid law
firms, achieving almost unattainable financial targets is a main objective rather than client wellbeing. This is in contrast to private law firms where a practitioner has a higher charge out rate
thus reducing the need to take on as many cases.
The participants were asked to choose a location for their interview as well as whether the
interview would be a face-to-face interview, a SKYPE session or over the telephone. The
interviews comprised of a mixture of questions based on demographic and experiences in the
workplace. There were 5 closed-ended demographic questions and approximately 20 openended questions regarding the participants' experience. The interview questions were designed
to elicit the participants’ responses that might align with the research objectives. The qualitative
data collected from the semi-structured interviews were analysed through thematic analysis.
Data Analysis
The data collected through the semi-structured interviews were analysed using thematic
analysis (Clarke and Braun 2013) as it is widely used and accepted as a method for analysing
qualitative data (Boyatzis 1998). This form of analysis enabled the researchers to make sense
of the data in order to support interpretation. Given the exploratory pilot nature of the study,
this approach also avoided any links to pre-existing theoretical frameworks (Clarke and Braun
2013). In the study, a constructionist approach to thematic analysis was undertaken. Thus, the
participants' perception of reality was deemed to be socially constructed and contingent upon
their interactions and beliefs (Guba 1990). In line with an inductive approach the emerging
themes were data-driven rather than driven by our interest in the research topic.
Findings
The purpose of the study was to find out to what extent emotional labour influences job stress,
job satisfaction and employee engagement among family law practitioners. The three themes
common to all participants were 'expectations', 'support' and 'identity'. A fourth theme
particular to one participant was that of 'pressure'.
a. Expectations
All participants indicated that emotional labour did not result in any negative outcomes related
to and including job stress. They all indicated that they observed and learned professional
display rules early on in their careers. One participant (P1) said she was taught during her legal
training to "always be professional" and as such knew what was expected of her. There are
occasions during which P1 accepts that she alters her emotions and behaviours in accordance
with implicit and explicit display rules in order to carry out her role. She stated,
"I'm altering my emotions by suppressing what I naturally want to do".
An example cited by P1 involved a client who was too emotional and could not focus on the
case. P1 felt like shouting at the client however had to suppress her frustration and instead
conduct herself in a professional manner. However, P1 does not consider complying with
display rules a source of stress. On occasions when she deals with what she perceives as
difficult clients, she tends to feel more "drained" than stressed by the situation.
Another participant, P2, felt that she has good relationships with colleagues and must have
observed and learned professional display rules through these relationships as she states,
“If I was displaying behaviour which they didn’t find acceptable that wouldn't be the
case”
P2 believes she is expected to achieve "difficult if not impossible" financial and time targets.
She stated that “rates are low and amount of work is high”. This aspect of her job is the main
source of stress as she described targets as “unachievable”. Nevertheless, P2 is aware that on
occasion she must alter her emotions or outward expressions in order to deal with clients. She
states this is a "part of my job" rather than perceives it as a source of stress.
The third participant, P3, indicated that she also internalised professional display rules from an
early stage in her career. P3 perceives herself as honest in her dealings with clients and other
legal practitioners involved in her cases. P3 dislikes when other solicitors "pay lip service to a
professional code of conduct" or who only use them to their advantage to "develop a reputation"
as a good solicitor. P3 feels strongly about adhering to display rules within the profession. She
states,
"I abide by them. I do what I’m supposed to do”.
P3 acknowledges that she puts on a different persona and says what she needs to say to clients
in order to get the job done. She stated that she does what is necessary to put her clients at ease
including engaging in casual conversation and even allowing her clients time to complain about
the other party. P3 indicates that, at times, there is a “degree of acting to it” however; she does
not identify this aspect of her job as a source of stress. She states,
“Clients, I would say, are the least stressful”.
However, that is not to say that stress was absent from the working lives of these participants.
Participants indicated that they experienced stress from work-related performance
requirements such as achieving financial targets. This finding was not in line with the
Dramaturgical Theory which purported that emotional labour would eventually lead to longterm negative outcomes for employees (Hochschild, 1983).
b. Support
Additionally, the participants did not consider frequent or varied interactions with clients as a
source of stress, nor did they feel dissociated as a result of falsifying emotions, a finding that
was not in line with Social Interactionism theory (Morris and Feldman, 1996). All participants
indicated communities of practice moderated their management of client interactions.
P1 felt that being able to have discussions with her colleagues and peers is important. She stated
“we do talk a lot”. Whilst she felt that discussions could enable her ‘to let off steam’, it seems
that P1 tends to use discussions and the support of her colleagues and peers to learn and reflect
at work. P1 also states that learning took place “not through official training but through
supervisors” where she learned by “modelling”. P1 does not believe that she experiences job
stress as a result of dealing with clients as she states, "No, they don't get me stressed". On
occasions when P1 does speak to colleagues and peers, particularly about a difficult client, she
feels more focussed and able to continue with her work. She states,
"you feel a bit more aligned back to yourself again".
She feels lucky to have a good support network around her and said “I could have quit my job
at any point” if she did not perceive she could give and receive support. Discussions at work
enable P1 to cope with any stresses at work and she noted “some colleagues I couldn’t do
without.”
P2 also believes that workplace support is an important aspect of her job and states it is "hugely
beneficial". She uses the support of her colleagues and peers as a coping mechanism to "offload" and to obtain "reinforcement" of her views. She states that "without that, I wouldn't have
managed that as well". P2 does not view discussions with her colleagues primarily as a form
of learning, although she accepts that learning can take place. P2 understands the implicit and
explicit rules on discussions among colleagues and peers at work. She notes that discussions
regarding work are acceptable whereas discussions regarding clients are discouraged. P2 states,
colleagues are often “told to stop chatting and get on with their work”. On occasions when P2
has dealt with a particularly difficult client she feels “drained and tired” and “less able to
concentrate”. However, she stated that,
“being able to discuss issues with somebody who totally gets what you
mean is very important”.
P3 also supports discussion at work and states "I think that's good”. P3, like P1, feels
discussions enable colleagues to share knowledge and learn. She notes another benefit is to
relieve stress and off load. However, while P3 can see the value in communities of practice as
a means of workplace learning and support, she is more concerned about the pressures on her
including achieve targets and compliance. She states,
“We don’t share knowledge enough. It should be done more - subject
to chargeable time targets of course”.
In contrast with P1 and P2, P3 does not feel personally supported. She believes this could be
because, as a Partner in the practice, she has other responsibilities, such as achieving chargeable
time and financial targets, which prevent her from having the time to take part in discussions.
The participants suggested that obtaining support, learning and the sense-making offered by
colleagues helped them to manage emotions at work. The implications of this suggest that
family law practitioners who engage in communities of practice may be more likely to identify
with their role and experience employee engagement (Akroyd et al 2006).
c. Identity
Although not perceived in the same way, all participants identified with their family law
practitioner roles and enjoyed a high level of autonomy which enabled them to produce more
natural responses to clients during interactions and improved employee engagement.
Interestingly, P1 states that "how I define myself has nothing to do with my job". She believes
that "the identity I have is what I take to work". This suggests that P1 does not believe that she
identifies with her role as solicitor, although she accepts that her personal values are used at
work. P1 has defined her role as solicitor as one who is professional and assists her clients to
achieve the best possible outcome. She takes a very pragmatic approach with her clients and
the boundaries she sets with her clients are clear. P1 indicated that she feels engaged with her
role and experiences job satisfaction. However, although P1 enjoys a high level of autonomy
which enables her to make most decisions regarding her cases, she acknowledges that even
with autonomy her actions are limited. She finds it distressing when she has to turn clients
away because the particular task is outside the scope of the legal aid contract. She notes
“there are occasions where you think this is just awful”.
When P1 is limited by the parameters of her role, she experiences a sense of conflict between
her legal duty to provide legal advice and a moral duty to do what she perceives is the most
equitable action. She states “I don’t like leaving people in the lurch”. This demonstrates that
P1 wants to help her clients and could feel distanced from herself and her role when she is not
able to carry out this aspect of her job. P1 also believes that her role with her client is to be
professional and as such she keeps an emotional distance. She does not become emotionally
attached to her clients and believes that this is in the clients' best interests.
P2, on the other hand, acknowledges that her personal and professional identifies are aligned.
She feels motivated and engaged when she is practising family law. She states,
“part of my job is try to make them feel better and to put clients in
a better position”.
Where this is not achieved she states “I’m failing” and “I don’t feel that I’m succeeding”. P2
may experience a sense of conflict on the job in circumstances where she feels she is unable to
help her clients. Clients are not a source of stress for P2 and she notes that helping clients
“comes quite easily to me”. P2 notes that the sources of stress for her are work or task-related.
P2 feels that her role as paralegal affects her sense of identity and purpose. She enjoys the level
of autonomy which is given to her and this positively correlates with her sense of job
satisfaction and employee engagement.
P3's personal values align with her professional values as a family law practitioner. She stated
that the professional display rules are "ingrained". Her approach in her personal life and
professional life are similar as she tends to find quick and practical solutions. However, P3
remains conscious of perceived pressures and notes that in family law "time is money". P3 does
not consider interactions with clients a source of stress. She likes putting on a performance
when necessary and believes it is why she "took the job". She likes the “buzz of it”. It appears
that P3 feels a sense of job satisfaction and employee engagement when she is dealing and
interacting with clients because she states, "I do enjoy that side of it". Due to P3's honest and
pragmatic approach to work it does not seem as though she experiences much conflict in her
role as family law practitioner. In line with P1 and P2, P3 also enjoys a high level of autonomy
however she feels she has been given too much autonomy to deal with particular cases and
with other aspects of her role as Partner.
It seems P3's personal values do not align with role as a Partner. She feels some emotional
dissonance when she is consumed by the high pressures of the job which makes her feel
insecure in her abilities and confidence and questions why she has taken the role. Her role as
partner makes her feel anxious and stressed which affects her sense of job satisfaction and
employee engagement. Due to the conflict in her role between fee earning on the one hand, and
managerial duties on the other, P3 has struggled to reconcile her identity in relation to both of
her roles.
The management of emotions in this context was therefore not believed to result in any negative
emotional labour consequences. All participants enjoyed interacting with clients, which they
saw as providing them with a great sense of employee engagement and satisfaction with their
roles. This finding was in line with Social Identity Theory (Ashforth and Humphrey 1993)
which stated that emotional labour could produce more natural response as participants
identified and engaged with their role and enjoyed a high level of autonomy.
d. Pressure
During the analysis of P3’s interview the theme of 'pressure' emerged. As a partner in a law
firm, P3 feels her role is pressured, onerous and highly frustrating. P3 refers to the great
pressure she feels to achieve targets as she notes “pressure from firm to make money”. Another
source of stress for P3 is the overwhelming level and multitude of legal compliance within her
role. She acknowledges competing pressures between being paid by the Legal Aid Agency and
bringing fees into the firm. P3 admits job insecurity as an underlying pressure as the firm could
decide to discontinue the legal aid contract. She states there is the
“underlying stress that the whole thing could just be taken away”.
P3 may be more aware of these pressures due to her position as partner. Other pressures
included "back covering and worrying about them being able to sue" and risk of negligence.
Again, perhaps her role as partner heightens her awareness of other issues. It appears that the
combination of the pressures, stress and compliance factors results in P3 feeling insecure about
her abilities and confidence to carry out her role which negatively affects her sense of job
satisfaction and employee engagement. Although P3 enjoys interacting with clients, she tends
to see them as a source of income and says,
"I see them as just sort of something up there in the ether".
Overall, then the picture painted when discussing the themes of support, expectations, learning
and identity was one of a strong role-led affiliation fully supported by communities of practice.
Participants indicated that experiences of emotional labour were not as a consequence of client
interaction but more of organisational politics and target setting. Emotional labour did not
appear to be a source of stress for the participants. The participants did not consider daily
interactions with clients a source of stress however acknowledged that participating in
communities of practice had enabled them to cope with and learn techniques to deal with a
variety of situations. All of the participants noted a sense of job satisfaction and employee
engagement as a result of identifying with their roles as fee earners. However, it is noted that
P3, who was a partner in a firm, did not feel a sense of job satisfaction and employee
engagement in her role as partner due to overwhelming financial and compliance pressures
associated with that role. P3 does not identify with her role as partner to the extent she does
with her role as family law practitioner and this lack of identity could have affected her sense
of job satisfaction and employee engagement with that role.
Research limitations/implications
This exploratory pilot study has identified 4 potential themes for further investigation:
expectations, support, identity and pressure. It is suggested that future research examines a
wider population within both family law and the legal professions in order to begin to offer
generalisations that support the development of appropriate HR practice.
For instance,
obtaining further data of a family law practitioner's journey from trainee to qualified
practitioner would add an interesting dimension to the research. Further research might seek to
utilise solicitors' career journals, a Law Society (professional body) requirement. They have
the potential to offer insights into the solicitor's introduction to and unrecognised development
of emotional labour skills.
Further research should also be carried out in larger law firms which practice different areas of
law or in private practice law firms. It is unknown whether the research findings in this study
only apply to the specific context of family law practitioners engaged in a legal aid context.
It is also suggested that the research is extended to examine other professions that have a clear
professional body, codes of practice and a significant degree of personal autonomy to see if
they are also able to regulate their experience of emotional labour through the adoption of
informal communities of practice.
Practical implications
The outcomes of this study may assist HR professionals who are involved in formulating and
implementing effective HR policies in the area of employee engagement strategies. This
exploratory research begins to suggest that enabling staff to form and access communities of
practice within the workplace may have a role to play in the informal and effective regulation
of emotion and consequent experience of positive employee engagement, a result in line with
that obtain by Cross et al (2006).
Social implications
There are several social implications of this research. As leaders of the businesses, great
consideration should be given to the potential negative effects of emotional labour on employee
and organisational well-being. Organisations have a duty of care for their employees and there
is a myriad of research to suggest that emotional labour can lead to health and safety issues for
the workforce including poor psychological health issues such as stress and psychological
anxiety (Hochschild, 1983; Pugliesi 1999); role ambiguity and role conflict (Zerbe 2000); poor
self-esteem (Adelmann 1989); fatigue, irritability, and frustration (Maslach and Jackson 1981
as cited in Biron and Veldhoven 2012) and emotional exhaustion and depersonalisation
(Bolton 2005, Brotheridge and Lee 2003; Montgomery et al 2006; Naring et al 2006; Totterdell
and Hollman 2003). Where these factors lead to attendance issues including long term sickness
or absenteeism, it could cause economic implications for organisations including high turnover
rates, increased recruitment costs and negative assumptions on the brand of the organisation.
Further there could be implications for morale within the organisation which could have a
negative impact on employee engagement.
Originality/value
This exploratory pilot study has the potential to be extended into research that could offer great
value to the HR profession in how to manage and mitigate the impact of emotional labour
amongst employees with 'professional' affiliations.
Keywords
Emotional Labour, Employee Engagement, Stress, Legal Profession
REFERENCES
ADELMANN, Pamela. (1989). Emotional labour and employee well-being. PhD.
University of Michigan.
AKROYD, Karen; GORDON-DSEAGU, Vanessa; and FAIRHURST, Paul (2006).
Well-being and Call Centres. Institute for Employment Studies.
http://www.employment-studies.co.uk/pdflibrary/mp69.pdf
ASHFORTH, Blake E. and HUMPHREY, Ronald H. (1993). Emotional labor in service
roles: The influence of identity. The academy of management review, 18 (1), 88-115.
BIRON, Michal and VELDHOVEN, Marc (2012). Emotional labour in service work:
Psychological flexibility and emotion regulation. Human relations, 65 (10), 1259-1282
BOLTON, Sharon C. (2005). Emotion management in the workplace. Basingstoke, Palgrave
Macmillan.
BOYATZIS, Richard E. (1998). Transforming qualitative information: Thematic analysis
and code development. Thousand Oaks, Calif; London, Sage Publications.
BROTHERIDGE, Celeste M and LEE, Raymond T (2003). Development and validation of
the emotional labour scale. Journal of occupational and organizational psychology, 76
(3), 365-379.
CLARKE, Victoria and BRAUN, Virginia (2013). Teaching thematic analysis: Over-coming
challenges and developing strategies for effective learning. The psychologist, 26 (2),
120-123.
CROSS, Rob; LASETER, Tim; PARKER, Andrew; and VELASQUEZ, Guillermo
(2006). Using Social Network Analysis to Improve Communities of Practice. California
Management Review, 49(1), 32-60.
FINEMAN, Stephen (1993). Emotion in organizations. Sage.
GRANDEY, Alicia A. (2000). Emotion regulation in the workplace: A new way to
conceptualize emotional labor. Journal of occupational health psychology, 5 (1), 95110.
GRAY, David Edward (2014). Doing research in the real world. Los Angeles, SAGE.
GUBA, Egon. G., Phi Delta Kappa International and Indiana University. School of
Education (1990). The paradigm dialog. Sage Publications.
HARRIS, Lloyd C. (2002). The emotional labour of barristers: An exploration of emotional
labour by status professionals. Journal of management studies, 39 (4), 553-584.
HENDERSON, Lynne N. (1987). Legality and empathy. Michigan law review, 85 (7), 15741653.
HEIDEGGER, Martin (1962). Being and time. John Macquarrie & Edward Robinson
(Trans.) San Francisco: Harper & Row, Publisher, Inc.
HOCHSCHILD, Arlie Russell (1983). The managed heart: Commercialization of human
feeling. University of California Press.
HWA, Ang Magdalene Chooi; SUPINAH, Rostinah; JAPANG, Minah; NASAH,
Caroline Rosie Jeffrey (2010). Service with a smile: A human resource perspective
of emotional labor. Labuan e-journal of muamalat and society, 4, 26-33
LAW SOCIETY FAMILY LAW PROTOCOL (2006). Jordan Publishing
LEIDNER, Robin (1999). Emotional labor in service work. [online]. The annals of the
American academy of political and social science, 561 (1), 81-95.
LESTER, Stan (1999). An introduction to phenomenological research. Taunton UK, Stan
Lester developments, 1-4.
LIVELY, Kathryn J. (2000). Reciprocal emotion management. Work and occupations, 27
(1), 32-63.
MERLEAU-PONTY, Maurice (2002). Phenomenology of perception. London, Routledge
MILLER, Katherine. I. (2007). Compassionate communication in the workplace: Exploring
processes of noticing, connecting, and responding. Journal of applied communication
research, 35 (3), 223-245.
MONTGOMERY, Anthony J., PANAGOPOLOU, Efharis., WILDT, Martijn de., and
MEENKS, Ellis. (2006). Work-family interference, emotional labor and burnout.
Journal of managerial psychology, 21 (1), 36-51. .
MORRIS, J. Andrew and FELDMAN, Daniel C. (1996). The dimensions, antecedents, and
consequences of emotional labor. The academy of management review, 21 (4), 9861010.
NÄRING, Gerard. W. B. and BRIËT, Mariette., BROUWERS, Andre. (2006). Beyond
demand-control: Emotional labour and symptoms of burnout in teachers. Work and
stress, 20 (4), 303-315. .
PUGLIESI, Karen (1999). The consequences of emotional labor: Effects on work stress, job
satisfaction, and well-being. Motivation and emotion, 23 (2), 125-154.
RESOLUTION
CODE
OF
PRACTICE
http://www.resolution.org.uk/editorial.asp?page_id=26
(2014)
ROACH ANLEU, Sharyn and MACK, Kathy (2005). Magistrates' everyday work and
emotional labour. Journal of law and society, 32 (4), 590-614.
SMITH, Jonathan A. and OSBORN, Mike (2007). Interpretative phenomenological analysis.
In: SMITH, Jonathan A. (ed.). Qualitative psychology: A practical guide to research
methods. London, Sage Publications, 53-80.
SRA CODE OF CONDUCT (2011) Version 12. Legal Services Board. 31st October 2014,
Jordan Publishing
TOTTERDELL, Peter and HOLMAN, David (2003). Emotion regulation in customer
service roles: Testing a model of emotional labor. Journal of occupational health
psychology, 8 (1), 55-73.
WESTABY, Chalen (2010). ‘Feeling like a sponge’: The emotional labour produced by
solicitors in their interactions with clients seeking asylum. International journal of the
legal profession, 17 (2), 153-174.
WHARTON, Amy S. (1993). The affective consequences of service work: Managing
emotions on the job. Work and occupations, 20 (2), 205-232.
ZERBE, Wilfred. J. (2000). Emotional dissonance and well-being. In: ASHKANASY, Neal
M, HARTEL, Charmine E J and ZERBE, Wilfred J (eds.). Emotions in the workplace:
Research and practice. Greenwood, Westport, CT, Quorum Books, 189-214.