Author Identifiers

Kirsty Lee Wilson
ORCID: 0000-0001-9116-3320

Date of Award

2020

Degree Type

Thesis

Degree Name

Bachelor of Arts (Psychology) Honours

School

School of Arts & Humanities

First Advisor

Dr Ken Robinson

Second Advisor

Dr David Preece

Third Advisor

Professor Stephen Teo

Abstract

This thesis investigated the measures of emotional labour surface acting and deep acting, emotional intelligence, emotional regulation and positive and negative affect as influences on employee wellbeing outcomes of job satisfaction and burnout. A questionnaire was administered to over 2,000 client-facing employees in the USA and Canada. Results from the data analysis found that employees subjected to high levels of emotional labour in client facing roles experienced higher levels of negative affect or outlook. Those scoring higher on the emotional labour surface acting subscale scored significantly higher for negative effect. Additionally, higher scores in deep acting emotional labour were also correlated with higher positive outlook, however, counter to prediction, those scoring lower in emotional labour did not report higher levels of positive outlook. The measures of emotional intelligence were found to better predict job satisfaction while measures of emotional regulation, better predicted employee burnout, however, affect plays a complex and important role in influencing the correlation sizes to these wellbeing outcomes. Further work will need to be done to explore the potential mediating role of affect. Research examining positive and negative affects influence on job satisfaction and burnout without other confounding factors may assist in confirming these results. This pattern of results suggests that a combination of both emotional regulation and emotional intelligence measures may be optimal in assessing and improving employee suitability and wellbeing

Access Note

Appendix A is not available in this version of the thesis.

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