THE DIMENSIONS, ANTECEDENTS, AND CONSEQUENCES OF EMOTIONAL LABOR

This article conceptualizes the emotional labor construct in terms of four dimensions: frequency of appropriate emotional display, attentive ness to required display rules, variety of emotions to be displayed an d emotional dissonance generated by having to express organizationally desired emotions not genuinely felt. Through this framework, the arti cle then presents a series of propositions about the organizational-, job-, and individual-level characteristics that are antecedents of eac h of these four dimensions, Frequency of emotional display, attentiven ess to display rules, variety of emotions to be displayed, and emotion al dissonance are hypothesized to lead to greater emotional exhaustion , but only emotional dissonance is hypothesized to lead to lower job s atisfaction, implications for future theory development and empirical research on emotional labor are discussed as well.