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Individual differences and emotional labor: the effects of core self-evaluations on depersonalization

Published online by Cambridge University Press:  23 February 2021

Lucas Pujol-Cols Open the ORCID record for Lucas Pujol-Cols [Opens in a new window] ,
Guillermo E. Dabos Open the ORCID record for Guillermo E. Dabos [Opens in a new window]  and
Mariana Lazzaro-Salazar Open the ORCID record for Mariana Lazzaro-Salazar [Opens in a new window]
Lucas Pujol-Cols*
Affiliation:
Consejo Nacional de Investigaciones Científicas y Técnicas, Dean Funes 3250, Mar del Plata, Argentina Universidad Católica del Maule, Curicó, Chile
Guillermo E. Dabos
Affiliation:
Universidad Nacional del Centro de la Provincia de Buenos Aires, Pinto 399, Tandil, Argentina
Mariana Lazzaro-Salazar
Affiliation:
Centro de Investigación de Estudios Avanzados del Maule, Vicerrectoría de Investigación y Postgrado, Universidad Católica del Maule, Avenida San Miguel 3605, Talca, Chile
*
Author for correspondence: Lucas Pujol-Cols, E-mail: lucaspujolcols@gmail.com
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Abstract

This paper examines the role of core self-evaluations (CSEs) in the relationships among emotional demands, emotional dissonance, and depersonalization. Data were collected from a non-random sample of 423 teachers who worked in primary, secondary, and higher education institutions. Results from structural equation modeling analysis showed that CSEs displayed both direct and indirect effects on depersonalization through employees' perceptions and reactions to emotional labor. Specifically, those individuals with more positive CSEs tended to perceive the emotional aspects of their job as less demanding, thus being less likely to experience emotional dissonance and, in turn, depersonalization. This research demonstrated that CSEs play a vital role in explaining employees' reactions to emotional labor and, therefore, their effects should be properly accounted for in future studies. Implications for practice and future lines of research are discussed in this paper.

Keywords

Core self-evaluationsdepersonalizationemotional demandsemotional dissonanceemotional laborpersonalityteachers
Type
Research Article
Information
Journal of Management & Organization , Volume 29 , Issue 3 , May 2023 , pp. 425 - 444
Copyright
Copyright © Cambridge University Press and Australian and New Zealand Academy of Management 2021

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