Author Information
Giselle Phillips, The University of the West Indies, Trinidad and TobagoLeann Mischel, Coastal Carolina University, United States
Abstract
This study examines the concept of commitment to display rules (CTDR) as an essential factor in understanding emotional labour (EL) regulation and its influence on organizational outcomes, using a mixed-methods approach. CTDR refers to employees’ motivation to follow organizational emotional display standards, which influences their engagement in surface acting or deep acting. The proposed model suggests that higher CTDR leads to increased EL, which enhances job satisfaction and performance. Quantitative data, collected through surveys, were analyzed to test hypotheses related to the moderating effects of organizational identification (OID) and job autonomy. OID, defined as employees’ alignment with organizational values, strengthens the relationship between EL and positive outcomes, fostering greater motivation and satisfaction. Similarly, job autonomy, which allows employees discretion in task execution, mitigates the negative effects of EL by supporting flexibility in emotional regulation. Qualitative data, derived from interviews, provided insights into employees lived experiences of EL, further contextualizing the quantitative findings. The study highlights practical implications for organizations, including training programs to improve deep acting skills and fostering autonomy to improve employee well-being emphasizing the importance of managing EL. This research contributes to the literature on EL by integrating the overlooked concept of CTDR and its interaction with OID and autonomy, providing a nuanced understanding of its role in achieving organizational effectiveness. By incorporating a mixed-methods design, this study contributes a comprehensive perspective on the underexplored concept of CTDR, and augments the understanding of how CTDR, OID, and job autonomy interact to influence service performance and job satisfaction.
Paper Information
Conference: PCAH2025Stream: Other Humanities
This paper is part of the PCAH2025 Conference Proceedings (View)
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To cite this article:
Phillips G., & Mischel L. (2025) Commitment to Display Rules and Emotional Labour to Predict Organizational Outcomes: The Moderating Effects of Job Autonomy and Organizational Identification ISSN: 2758-0970 The Paris Conference on Arts & Humanities 2025: Official Conference Proceedings (pp. 57-69) https://doi.org/10.22492/issn.2758-0970.2025.6
To link to this article: https://doi.org/10.22492/issn.2758-0970.2025.6
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