Licensed Funeral Directors: An Empirical Analysis of the Dimensions and Consequences of Emotional Labor

摘要

This study addresses the emotive dissonance and emotive effort dimensions of emotional labor and their relationships to the emotional exhaustion, depersonalization, personal accomplishments, and job satisfaction consequences of emotional labor with respect to licensed funeral directors. Four hypotheses were formulated. Emotive dissonance resulted in higher levels of emotional exhaustion. An inverse relationship resulted with higher levels of emotive effort, indicating lower levels of depersonalization. No support was revealed for higher levels of emotive dissonance being indicative of lower levels of job satisfaction; and higher level of emotive effort resulting in higher levels of job satisfaction. Implications for future research are also discussed.