International Journal of Academic Research in Business and Social Sciences

search-icon

The Relationship between Perceived Corporate Social Responsibility and Emotional Labor: A Literature Review Study

Open access
Emotional labor holds significant importance in contemporary work environments, encompassing the processes through which employees manage and express emotions in the workplace. It plays a crucial role in maintaining client relations, enhancing job efficiency, and shaping organizational image. Emotional labor not only influences individual work experiences and well-being but is also directly linked to organizational success. This study aims to explore the relationship between perceived corporate social responsibility (CSR) and emotional labor through a comprehensive review of existing literature. Research findings suggest that employees' perception of CSR may impact their emotional labor, wherein positive perceptions of both internal and external CSR practices by the organization may reduce surface-level emotional labor behaviors and increase deep-level emotional labor behaviors among employees. Understanding this relationship contributes to a deeper comprehension of the interactive dynamics between employees' emotional experiences at work and their perception of corporate social responsibility.
Adelmann, P. K. (1995). Emotional labor as a potential source of job stress. In S. L. Sauter & L. R. Murphy (Eds.), Organizational risk factors for job stress. (pp. 371–381). American Psychological Association. https://doi.org/10.1037/10173-023
Ashforth, B. E., & Humphrey, R. H. (1993). Emotional Labor in Service Roles: The Influence of Identity. The Academy of Management Review, 18(1), 88. https://doi.org/10.2307/258824
Austin, E. J., Dore, T. C. P., & O’Donovan, K. M. (2008). Associations of personality and emotional intelligence with display rule perceptions and emotional labour. Personality and Individual Differences, 44(3), 679–688. https://doi.org/10.1016/j.paid.2007.10.001
Babalola, S. S., & Nwanzu, C. L. (2022). The moderating role of gender in the effect of self-monitoring personality trait on emotional labor strategies. Cogent Business & Management, 9(1), 2046679. https://doi.org/10.1080/23311975.2022.2046679
Bartel, C. A. (2001). Social Comparisons in Boundary-Spanning Work: Effects of Community Outreach on Members’ Organizational Identity and Identification. Administrative Science Quarterly, 46(3), 379–413. https://doi.org/10.2307/3094869
Bo?an, E., Türkay, O., & Dedeo?lu, B. B. (2018). PERCEIVED CORPORATE SOCIAL RESPONSIBILITY AND JOB SATISFACTION: THE MEDIATOR ROLE OF ORGANIZATIONAL IDENTIFICATION. 10(2).
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of “People Work.” Journal of Vocational Behavior, 60(1), 17–39. https://doi.org/10.1006/jvbe.2001.1815
Brotheridge, C. M., & Lee, R. T. (2002). Testing a conservation of resources model of the dynamics of emotional labor. Journal of Occupational Health Psychology, 7(1), 57–67. https://doi.org/10.1037/1076-8998.7.1.57
Carmeli, A., Gilat, G., & Waldman, D. A. (2007). The Role of Perceived Organizational Performance in Organizational Identification, Adjustment and Job Performance*. Journal of Management Studies, 44(6), 972–992. https://doi.org/10.1111/j.1467-6486.2007.00691.x
Cheema, S., Afsar, B., & Javed, F. (2020). Employees’ corporate social responsibility perceptions and organizational citizenship behaviors for the environment: The mediating roles of organizational identification and environmental orientation fit. Corporate Social Responsibility and Environmental Management, 27(1), 9–21. https://doi.org/10.1002/csr.1769
Cheng, T., Zhang, P., & Guo, Y. (2020). Does a leader’s “partiality” affect employees’ proactivity in the hospitality industry? A cross-level analysis. International Journal of Hospitality Management, 90, 102609. https://doi.org/10.1016/j.ijhm.2020.102609
Choi, Y., & Yu, Y. (2014). The Influence of Perceived Corporate Sustainability Practices on Employees and Organizational Performance. Sustainability, 6(1), 348–364. https://doi.org/10.3390/su6010348
DANIEL B. TURBAN DANIEL W. GREENING.pdf.pdf. (n.d.).
De Roeck, K., Marique, G., Stinglhamber, F., & Swaen, V. (2014). Understanding employees’ responses to corporate social responsibility: Mediating roles of overall justice and organisational identification. The International Journal of Human Resource Management, 25(1), 91–112. https://doi.org/10.1080/09585192.2013.781528
Deniz, G. (2020). The Mediating Role of Organizational Identification on the Effects of Perceived External Prestige on Emotional Labor: A Research in Lodging Companies. Eski?ehir Osmangazi Üniversitesi ?ktisadi ve ?dari Bilimler Dergisi, 15(1), 141–164. https://doi.org/10.17153/oguiibf.523723
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The dimensionality and antecedents of emotional labor strategies. Journal of Vocational Behavior, 66(2), 339–357. https://doi.org/10.1016/j.jvb.2004.02.001
Diefendorff, J. M., Richard, E. M., & Yang, J. (2008). Linking emotion regulation strategies to affective events and negative emotions at work. Journal of Vocational Behavior, 73(3), 498–508. https://doi.org/10.1016/j.jvb.2008.09.006
Farooq, O., Rupp, D. E., & Farooq, M. (2017). The Multiple Pathways through which Internal and External Corporate Social Responsibility Influence Organizational Identification and Multifoci Outcomes: The Moderating Role of Cultural and Social Orientations. Academy of Management Journal, 60(3), 954–985. https://doi.org/10.5465/amj.2014.0849
Glavas, A. (2016). Corporate Social Responsibility and Organizational Psychology: An Integrative Review. Frontiers in Psychology, 7.
https://doi.org/10.3389/fpsyg.2016.00144
Glomb, T. M., & Tews, M. J. (2004). Emotional labor: A conceptualization and scale development. Journal of Vocational Behavior, 64(1), 1–23.
https://doi.org/10.1016/S0001-8791(03)00038-1
Gosserand, R. H., & Diefendorff, J. M. (2005a). Emotional Display Rules and Emotional Labor: The Moderating Role of Commitment. Journal of Applied Psychology, 90(6), 1256–1264. https://doi.org/10.1037/0021-9010.90.6.1256
Gosserand, R. H., & Diefendorff, J. M. (2005b). Emotional Display Rules and Emotional Labor: The Moderating Role of Commitment. Journal of Applied Psychology, 90(6), 1256–1264. https://doi.org/10.1037/0021-9010.90.6.1256
Grandey, A. A. (n.d.). Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor.
Grant, A. M. (2013). Rocking the Boat but Keeping It Steady: The Role of Emotion Regulation in Employee Voice. Academy of Management Journal, 56(6), 1703–1723. https://doi.org/10.5465/amj.2011.0035
Gross, J. J. (n.d.). Antecedent- and Response-Focused Emotion Regulation: Divergent Consequences for Experience, Expression, and Physiology.
Gao, L. J. (2022). The Impact of Employees' Perception of Corporate Social Responsibility on Emotional Labor: A Self-Determination Theory Perspective.
Haar, J. M., & Spell, C. S. (2009). How does distributive justice affect work attitudes? The moderating effects of autonomy. The International Journal of Human Resource Management, 20(8), 1827–1842. https://doi.org/10.1080/09585190903087248
Hochschild, A. R. (1979). Emotion Work, Feeling Rules, and Social Structure. American Journal of Sociology, 85(3), 551–575. https://doi.org/10.1086/227049
Hsieh, S.-C., Chiu, H.-C., Hsieh, Y.-H., Ho, P.-S., Chen, L.-C., & Chang, W.-C. (2016). The Perceptions and Expectations Toward the Social Responsibility of Hospitals and Organizational Commitment of Nursing Staff. Journal of Nursing Research, 24(3), 249–261. https://doi.org/10.1097/jnr.0000000000000133
Huang, C.-C. (2016). Employees’ Perception of Corporate Social Responsibility: Corporate Volunteer and Organizational Commitment. International Business Research, 9(9), 142. https://doi.org/10.5539/ibr.v9n9p142
Husted, B. W. (2000). A Contingency Theory of Corporate Social Performance. Business & Society, 39(1), 24–48. https://doi.org/10.1177/000765030003900104
Islam, T., Ahmed, I., Ali, G., & Sadiq, T. (2016). Behavioral and psychological consequences of corporate social responsibility: Need of the time. Social Responsibility Journal, 12(2), 307–320. https://doi.org/10.1108/SRJ-04-2015-0053
Jeon, M. M., Lee, S., & Jeong, M. (2020). Perceived corporate social responsibility and customers’ behaviors in the ridesharing service industry. International Journal of Hospitality Management, 84, 102341. https://doi.org/10.1016/j.ijhm.2019.102341
Ji, S., & Jan, I. (2019). The Impact of Perceived Corporate Social Responsibility on Frontline Employee’s Emotional Labor Strategies. Sustainability, 11(6), 1780. https://doi.org/10.3390/su11061780
Jones, D. A. (2010). Does serving the community also serve the company? Using organizational identification and social exchange theories to understand employee responses to a volunteerism programme. Journal of Occupational and Organizational Psychology, 83(4), 857–878. https://doi.org/10.1348/096317909X477495
Jung, H. S., & Yoon, H. H. (2014). Moderating role of hotel employees’ gender and job position on the relationship between emotional intelligence and emotional labor. International Journal of Hospitality Management, 43, 47–52.
https://doi.org/10.1016/j.ijhm.2014.08.003
Kang, S., Han, S., & Bang, J. (2018). The Fit between Employees’ Perception and the Organization’s Behavior in Terms of Corporate Social Responsibility. Sustainability, 10(5), 1650. https://doi.org/10.3390/su10051650
Khan, M. A. S., Du, J., Anwar, F., Khan, H. S. U. D., Shahzad, F., & Qalati, S. A. (2021). Corporate Social Responsibility and the Reciprocity Between Employee Perception, Perceived External Prestige, and Employees’ Emotional Labor. Psychology Research and Behavior Management, Volume 14, 61–75. https://doi.org/10.2147/PRBM.S277850
Kim, H.-R., Lee, M., Lee, H.-T., & Kim, N.-M. (2010). Corporate Social Responsibility and Employee–Company Identification. Journal of Business Ethics, 95(4), 557–569. https://doi.org/10.1007/s10551-010-0440-2
Kruml, S. M., & Geddes, D. (2000). Exploring the Dimensions of Emotional Labor: The Heart of Hochschild’s Work. Management Communication Quarterly, 14(1), 8–49. https://doi.org/10.1177/0893318900141002
Lee, S., Lee, T. W., & Lum, C. (2008). The effects of employee services on organizational commitment and intentions to quit. Personnel Review, 37(2), 222–237. https://doi.org/10.1108/00483480810850551
Lin, C.-P., & Liu, M.-L. (2017). Examining the effects of corporate social responsibility and ethical leadership on turnover intention. Personnel Review, 46(3), 526–550. https://doi.org/10.1108/PR-11-2015-0293
Lu, J., Zhang, Z., & Jia, M. (2019). Does Servant Leadership Affect Employees’ Emotional Labor? A Social Information-Processing Perspective. Journal of Business Ethics, 159(2), 507–518. https://doi.org/10.1007/s10551-018-3816-3
Mahamad, T. E. T. (n.d.). ALLIANCE MANCHESTER BUSINESS SCHOOL.
Mann, S. (1999). Emotion at Work: To What Extent are We Expressing, Suppressing, or Faking It? European Journal of Work and Organizational Psychology, 8(3), 347–369. https://doi.org/10.1080/135943299398221
Mishra, S. K., Bhatnagar, D., D’Cruz, P., & Noronha, E. (2012). Linkage between perceived external prestige and emotional labor: Mediation effect of organizational identification among pharmaceutical representatives in India. Journal of World Business, 47(2), 204–212. https://doi.org/10.1016/j.jwb.2011.04.007
Morris, J. A., & Feldman, D. C. (1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. The Academy of Management Review, 21(4), 986. https://doi.org/10.2307/259161
Nejati, M., Brown, M. E., Shafaei, A., & Seet, P.-S. (2021). Employees’ perceptions of corporate social responsibility and ethical leadership: Are they uniquely related to turnover intention? Social Responsibility Journal, 17(2), 181–197. https://doi.org/10.1108/SRJ-08-2019-0276
Ng, T. W. H., Yam, K. C., & Aguinis, H. (2019). Employee perceptions of corporate social responsibility: Effects on pride, embeddedness, and turnover. Personnel Psychology, 72(1), 107–137. https://doi.org/10.1111/peps.12294
Oh, S. H., Hwang, Y., & Kim, H. (2019). Is Deep Acting Prevalent in Socially Responsible Companies? The Effects of CSR Perception on Emotional Labor Strategies. Frontiers in Psychology, 10, 308. https://doi.org/10.3389/fpsyg.2019.00308
Paruzel, A., Klug, H. J. P., & Maier, G. W. (2021). The Relationship Between Perceived Corporate Social Responsibility and Employee-Related Outcomes: A Meta-Analysis. Frontiers in Psychology, 12, 607108. https://doi.org/10.3389/fpsyg.2021.607108
Pérez, S., Fernández-Salinero, S., & Topa, G. (2018). Sustainability in Organizations: Perceptions of Corporate Social Responsibility and Spanish Employees’ Attitudes and Behaviors. Sustainability, 10(10), 3423. https://doi.org/10.3390/su10103423
Pujol-Cols, L., & Dabos, G. E. (2021). Respuestas diferenciales ante las demandas emocionales del trabajo: Una revisión de la literatura sobre características individuales y trabajo emocional. Estudios Gerenciales, 472–491.
https://doi.org/10.18046/j.estger.2021.160.4088
Rasheed-Karim, W. (2020). The Effect of Stressful Factors, Locus of Control and Age on Emotional Labour and Burnout among Further and Adult Education Teachers in the U.K. International Journal of Emerging Technologies in Learning (iJET), 15(24), 26. https://doi.org/10.3991/ijet.v15i24.19305
Rowley, T., & Berman, S. (2000). A Brand New Brand of Corporate Social Performance. Business & Society, 39(4), 397–418. https://doi.org/10.1177/000765030003900404
Rupp, D. E., Ganapathi, J., Aguilera, R. V., & Williams, C. A. (2006). Employee reactions to corporate social responsibility: An organizational justice framework. Journal of Organizational Behavior, 27(4), 537–543. https://doi.org/10.1002/job.380
Schaefer, S. D., Terlutter, R., & Diehl, S. (2020). Talking about CSR matters: Employees’ perception of and reaction to their company’s CSR communication in four different CSR domains. International Journal of Advertising, 39(2), 191–212. https://doi.org/10.1080/02650487.2019.1593736
Schaubroeck, J., & Jones, J. R. (2000). Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms. Journal of Organizational Behavior, 21(2), 163–183. https://doi.org/10.1002/(SICI)1099-1379(200003)21:2<163::AID-JOB37>3.0.CO;2-L
Shapoval, V. (2019). Organizational injustice and emotional labor of hotel front-line employees. International Journal of Hospitality Management, 78, 112–121. https://doi.org/10.1016/j.ijhm.2018.10.022
Shin, I., & Hur, W. (2020a). How are service employees’ perceptions of corporate social responsibility related to their performance? Prosocial motivation and emotional labor as underlying mechanisms. Corporate Social Responsibility and Environmental Management, 27(6), 2867–2878. https://doi.org/10.1002/csr.2008
Shin, I., & Hur, W. (2020b). How are service employees’ perceptions of corporate social responsibility related to their performance? Prosocial motivation and emotional labor as underlying mechanisms. Corporate Social Responsibility and Environmental Management, 27(6), 2867–2878. https://doi.org/10.1002/csr.2008
Sohn, H.-K., & Lee, T. J. (2012). Relationship between HEXACO personality factors and emotional labour of service providers in the tourism industry. Tourism Management, 33(1), 116–125. https://doi.org/10.1016/j.tourman.2011.02.010
Su, C.-L., Lee, E. M., & Lee, Y.-D. (n.d.). AN EMPIRICAL RESEARCH OF ENVIRONMENT MANAGEMENT STRATEGY: EXPLORING THE RELATIONSHIPS AMONG PERCEIVED CORPORATE SOCIAL RESPONSIBILITY, ORGANIZATIONAL TRUST, PERCEIVED EXTERNAL PRESTIGE AND ORGANIZATIONAL IDENTIFICATION. 12(1).
Turker, D. (2009). How Corporate Social Responsibility Influences Organizational Commitment. Journal of Business Ethics, 89(2), 189–204.
https://doi.org/10.1007/s10551-008-9993-8
Van Der Westhuizen, A., & Malan, D. J. (2023). Influence of employee perceptions of corporate social responsibility on affective commitment. SA Journal of Industrial Psychology, 49. https://doi.org/10.4102/sajip.v49i0.2068
Wharton, A. S. (1999). The Psychosocial Consequences of Emotional Labor. The ANNALS of the American Academy of Political and Social Science, 561(1), 158–176.
https://doi.org/10.1177/000271629956100111
Wong, J.-Y., & Wang, C.-H. (2009). Emotional labor of the tour leaders: An exploratory study. Tourism Management, 30(2), 249–259.
https://doi.org/10.1016/j.tourman.2008.06.005
Yeh, S.-C. J., Chen, S.-H. S., Yuan, K.-S., Chou, W., & Wan, T. T. H. (2020). Emotional Labor in Health Care: The Moderating Roles of Personality and the Mediating Role of Sleep on Job Performance and Satisfaction. Frontiers in Psychology, 11, 574898. https://doi.org/10.3389/fpsyg.2020.574898
Zeng, Z., Wang, X., Bi, H., Li, Y., Yue, S., Gu, S., & Xiang, G. (2021). Factors That Influence Perceived Organizational Support for Emotional Labor of Chinese Medical Personnel in Hubei. Frontiers in Psychology, 12, 684830.
https://doi.org/10.3389/fpsyg.2021.684830
Zhao, X., Wu, C., Chen, C. C., & Zhou, Z. (2022). The Influence of Corporate Social Responsibility on Incumbent Employees: A Meta-Analytic Investigation of the Mediating and Moderating Mechanisms. Journal of Management, 48(1), 114–146. https://doi.org/10.1177/0149206320946108
Zhu, Q., Yin, H., Liu, J., & Lai, K. (2014). How is Employee Perception of Organizational Efforts in Corporate Social Responsibility Related to Their Satisfaction and Loyalty Towards Developing Harmonious Society in Chinese Enterprises? Corporate Social Responsibility and Environmental Management, 21(1), 28–40. https://doi.org/10.1002/csr.1302