A Meta-Analysis of the Relationship between Customer Misbehavior and Emotional Labor

BACKGROUND: Despite the obvious importance of emotional labor for employees, organizations, and customers, a lack of coherence and clarity around the construct has impeded its development. OBJECTIVE: Our study aims to provide a comprehensive review of emotional labor spanning about 40 years. METHODS: Our study used a qualitative literature review method along with a theoretically derived path diagram of key emotional labor constructs. We also used meta-analysis to explore the relationship between emotional labor and outcomes in different national contexts. RESULTS: We expect our research to expand the field in five different ways. First, we review contemporary theoretical conceptualizations of emotional labor and its dimensions. Second, we summarize seven existing measures of emotional labor in light of their contents. Third, we map the theoretical and nomological network of emotional labor about its antecedents, outcomes, moderators, mediators. Fourth, we use meta-analysis to explore the relationship between emotional labor and other variables in different contexts. Finally, we conclude by showing a detailed future research agenda to bring the field forward from different perspectives, including theoretical and empirical advancement. CONCLUSIONS: Overall, our review provides a whole picture of where the literature has been and where it should go.

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The relationship between emotional labor and job satisfaction: A meta-analysis

Advances in Psychological Science ◽

10.3724/sp.j.1042.2018.00599 ◽

2018 ◽

Vol 26 (4) ◽

pp. 599

Author(s):

WANG Haiwen ◽

ZHANG Shuhua

Keyword(s):

Job Satisfaction ◽

Emotional Labor ◽

Meta Analysis ◽

The Relationship

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Emotional intelligence and job performance in the hospitality industry: a meta-analytic review

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-04-2020-0323 ◽

2021 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Chao Miao ◽

Ronald H. Humphrey ◽

Shanshan Qian

Keyword(s):

Emotional Intelligence ◽

Job Performance ◽

Emotional Labor ◽

Meta Analysis ◽

Research Work ◽

Content Type ◽

Cultural Research ◽

Hospitality Workers ◽

Analytic Review ◽

The Relationship

Purpose Hospitality workers are emotional labor workers because they must display appropriate emotions to their customers to provide outstanding service. Emotional intelligence (EI) helps employees regulate their emotions and display appropriate emotions, and hence should help hospitality workers provide outstanding service. However, the strength of the relationship between EI and hospitality workers’ job performance substantially varied across studies. Hence, the purpose of the present study is to clarify the mixed findings and to examine if EI can improve hospitality workers’ job performance. Design/methodology/approach A meta-analysis was performed to investigate the relationship between EI and hospitality workers’ job performance as well as the moderators which condition this relationship. Findings The present meta-analysis indicated that EI is positively related to hospitality workers’ job performance (ρ̅̂ = 0.54); the relationship between EI and hospitality workers’ job performance is stronger when the percentage of married subjects is low and in feminine cultures; and this relationship does not differ between male-dominated and female-dominated studies, across educational levels, between collectivistic and individualistic cultures, between low and high power distance cultures and between low and high uncertainty avoidance cultures. Research limitations/implications This study uncovers theoretically important moderators that contribute to cross-cultural research, work–family literature and gender-related literature in hospitality research. Originality/value The present study builds a theoretical foundation and performs a meta-analysis to elucidate the relationship between EI and hospitality workers’ job performance and to identify the moderators which condition this relationship.

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Relationship between total plasma homocysteine and the risk of aneurysms – a meta-analysis

VASA ◽

10.1024/0301-1526/a000891 ◽

2020 ◽

pp. 1-6

Author(s):

Hanji Zhang ◽

Dexin Yin ◽

Yue Zhao ◽

Yezhou Li ◽

Dejiang Yao ◽

...

Keyword(s):

Large Scale ◽

Meta Analysis ◽

Single Species ◽

Total Plasma ◽

Control Groups ◽

Randomized Controlled ◽

Randomized Controlled Studies ◽

The Difference ◽

The Relationship ◽

Healthy Participants

Summary: Our meta-analysis focused on the relationship between homocysteine (Hcy) level and the incidence of aneurysms and looked at the relationship between smoking, hypertension and aneurysms. A systematic literature search of Pubmed, Web of Science, and Embase databases (up to March 31, 2020) resulted in the identification of 19 studies, including 2,629 aneurysm patients and 6,497 healthy participants. Combined analysis of the included studies showed that number of smoking, hypertension and hyperhomocysteinemia (HHcy) in aneurysm patients was higher than that in the control groups, and the total plasma Hcy level in aneurysm patients was also higher. These findings suggest that smoking, hypertension and HHcy may be risk factors for the development and progression of aneurysms. Although the heterogeneity of meta-analysis was significant, it was found that the heterogeneity might come from the difference between race and disease species through subgroup analysis. Large-scale randomized controlled studies of single species and single disease species are needed in the future to supplement the accuracy of the results.

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A Meta-Analysis of Interviews and Cognitive Ability

Journal of Personnel Psychology ◽

10.1027/1866-5888/a000091 ◽

2013 ◽

Vol 12 (4) ◽

pp. 157-169 ◽

Cited By ~ 7

Author(s):

Philip L. Roth ◽

Allen I. Huffcutt

Keyword(s):

Cognitive Ability ◽

Meta Analysis ◽

Incremental Validity ◽

Employment Interviews ◽

Moderator Analysis ◽

The Future ◽

Research Questions ◽

Meta Analyses ◽

The Relationship

The topic of what interviews measure has received a great deal of attention over the years. One line of research has investigated the relationship between interviews and the construct of cognitive ability. A previous meta-analysis reported an overall corrected correlation of .40 ( Huffcutt, Roth, & McDaniel, 1996 ). A more recent meta-analysis reported a noticeably lower corrected correlation of .27 ( Berry, Sackett, & Landers, 2007 ). After reviewing both meta-analyses, it appears that the two studies posed different research questions. Further, there were a number of coding judgments in Berry et al. that merit review, and there was no moderator analysis for educational versus employment interviews. As a result, we reanalyzed the work by Berry et al. and found a corrected correlation of .42 for employment interviews (.15 higher than Berry et al., a 56% increase). Further, educational interviews were associated with a corrected correlation of .21, supporting their influence as a moderator. We suggest a better estimate of the correlation between employment interviews and cognitive ability is .42, and this takes us “back to the future” in that the better overall estimate of the employment interviews – cognitive ability relationship is roughly .40. This difference has implications for what is being measured by interviews and their incremental validity.

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The Relationship Between Immorality and Cleansing

Social Psychology ◽

10.1027/1864-9335/a000349 ◽

2018 ◽

Vol 49 (5) ◽

pp. 303-309 ◽

Cited By ~ 3

Author(s):

Jedidiah Siev ◽

Shelby E. Zuckerman ◽

Joseph J. Siev

Keyword(s):

Effect Size ◽

Meta Analysis ◽

Weighted Mean ◽

The Relationship

Abstract. In a widely publicized set of studies, participants who were primed to consider unethical events preferred cleansing products more than did those primed with ethical events ( Zhong & Liljenquist, 2006 ). This tendency to respond to moral threat with physical cleansing is known as the Macbeth Effect. Several subsequent efforts, however, did not replicate this relationship. The present manuscript reports the results of a meta-analysis of 15 studies testing this relationship. The weighted mean effect size was small across all studies (g = 0.17, 95% CI [0.04, 0.31]), and nonsignificant across studies conducted in independent laboratories (g = 0.07, 95% CI [−0.04, 0.19]). We conclude that there is little evidence for an overall Macbeth Effect; however, there may be a Macbeth Effect under certain conditions.

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