Transformations  in
Business & Economics

STUDY ON THE OPEN DYNAMIC CYCLIC PROCESS OF EMOTIONAL LABOUR⁵
Yunxia Shi, Xinxin Bao, Chunhao Ma, Zhiyang Shen

ABSTRACT. This study introduced customer participation in the process of performing emotional labour based on the theory of service encounter model. A dynamic cyclic process model of emotional labour across organisational boundaries is put forward. The aim was to explore the relationship between emotional labour requirements, emotional labour strategies, and customer participation in the service interface and to reveal the mechanism of the open dynamic cyclic process of emotional labour across organisational boundaries. Furthermore, the paper distinguishes the surface-acting cycle process from the deep-acting cycle process in the process of performing emotional labour, and it puts forward the mediation hypotheses about the two types of circulation paths of emotional labour. Finally, the view of the open dynamic process of emotional labour was empirically tested using longitudinal data .

KEYWORDS:  emotional labour, open type, dynamic cycle, process.

JEL classification:  M14, O15, P20.

⁵Acknowledgments: This work was supported by the research fund of China Social Science (14BGL075), Shandong Technology and Business University's fund (BS201714). Shen Z. appreciates the financial support from Beijing Institute of Technology Research Fund Program for Young Scholars.