GKMC

Gl
ob
al
Kn
ow
Insights on Emotional Labour Research: A Topic Modelling
Approach
led
Journal: Global Knowledge, Memory and Communication

Manuscript ID GKMC-10-2023-0384

Manuscript Type: Article

ge

Employees, Human resource development, Human resources, Labour

Keywords:
costs
,M
em
or
ya
nd
Co
m
m
un
ica
tio

http://mc.manuscriptcentral.com/lr
n
Page 1 of 31 GKMC
Gl
1
2
ob
3
4
Insights on Emotional Labour Research: A Topic Modelling Approach
5
al
6
7
8
K
9 Abstract:
10
no
11 Emotional labour is a complex phenomenon that has received increasing attention in recent
12
13
years due to its impact on employee’s well-being and job satisfaction. For a comprehensive
14
wl
understanding of the evolving field of emotional labour, it is important to extract different
15
16 research trends, new developments, and research directions in this domain. The study reveals
17
ed

18 13 prominent research topics based on the topic modelling analysis. Using LDA (Latent
19
Dirichlet Allocation) method, topic modelling is done on 1462 research papers published till
20
ge

21 2023, extracted from Scopus database using keyword “Emotional Labour”. The analysis
22
23 identifies several emerging trends in emotional labour research, including emotional regulation
24
,M

25 training and job redesign. Similarly, the topics like Emotional Labour Strategies, Cultural
26 Differences and Emotional Labour, Emotional labour in Hospitality, Organizational Support
27
28 & EL, Emotional Labour and Gender and Psychological Wellbeing of Nursing Workers are
em

29
30 popular research topics in this domain. The findings provide valuable insights into the current
31
32
state of emotional labour research and can provide a direction for future research as well as
or

33 assist organizations to design practices aimed at improving working conditions for employees
34
35 in various industries.
ya

36
37 Keywords:
38
39 Emotional Labour; Topic Modelling; Latent Dirichlet Allocation (LDA); Machine Learning;
nd

40 Natural Language Processing (NLP) etc.

41
42
43 1. Introduction
C

44
45
om

Sociologist Arlie Hochschild in 1983 coined the word “Emotional Labour”, which refers to the
46
47 effort and work involved in managing and regulating one's emotions to meet the emotional
48
49 expectations and demands of a particular situation or role (Hochschild, 2002). Emotional
mu

50
51
labour typically occurs in professions or occupations that involve direct or indirect interactions
52 with people, such as customer service, healthcare, teaching, hospitality, and even personal
53
54 relationships (Korczynski, 2003). It often requires individuals to display specific emotions,
nic

55
56 suppress their true feelings, or generate emotions that are expected or desired by others (Brook,
57
2013).
58
ati

59
60
on

P a g e 1 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 2 of 31
Gl
1
2
ob
3 Emotional labour can have both positive and negative effects on individuals. While it can be
4
5 rewarding to successfully meet the emotional needs of others and create positive emotional
al
6
7 experiences, it can also be emotionally draining and lead to feelings of exhaustion, burnout,
8
and inauthenticity if it becomes excessive or misaligned with one's own emotions. It is
K
9
10 important to recognize and address the challenges associated with emotional labour, and
no
11
12 organizations and individuals can take steps to manage its impact, such as providing support
13
14 systems, self-care practices, and promoting emotional well-being (Knights & Thanem, 2005).
wl
15
16
Human Resource as a service function plays a vital role in building the human capital of an
17
ed

18 organization. It is the glue that binds the employee’s aspirations with the organization’s goals
19
20 (James, 1992). As a service function, human resource professionals face multiple challenges in
ge

21
22 terms of service delivery and meeting expectations. They are not only responsible for policy
23 formulation and implementation but are also the interface between the employees and the
24
,M

25 management. Often, this leads to stressful situations and implementation and service delivery,
26
27 becomes a challenge. HR professionals end up managing not only the emotions of the
28
em

29
employees but also bearing stress of their own emotions. Hochschild (1983), argued that the
30 service providers are expected to feel and display certain emotions during service encounters,
31
32 which leads to Emotional Labour.
or

33
34
35 The interplay of emotions during a service encounter has a huge impact on the satisfaction of
ya

36
the customer(Bergman Blix & Wettergren, 2015). In the case of HR, the customers are internal
37
38 employees as well as sometimes, even outside the organization. In some cases, external entities
39
nd

40 like district administration, people from the local community, law enforcement personnel et
41
42 cetera can also be considered as customers for HR executives. Hence the interactional
43 framework for HR executives has two dimensions: first, within the organisation, that is with
C

44
45 internal customers and second, outside the organisation, which can be treated as external
om

46
47 customer interaction.
48
49
In all these interactions, emotions play a very important role. Hence it is important for HR
mu

50
51 executives as well as business organisations to understand the effects of emotional labour both
52
53 on the executives as well as on the outcome of their interactions (Huynh et al., 2008). How do
54
nic

55 the executives regulate and express their emotion will have an impact on the attitudes and
56 behaviours of their customers. This will impact the overall satisfaction of the employee with
57
58 the organization.
ati

59
60
on

P a g e 2 | 31
http://mc.manuscriptcentral.com/lr
Page 3 of 31 GKMC
Gl
1
2
ob
3 Research on emotional labour has been conducted by scholars from various disciplines,
4
5 including sociology, psychology, organizational behaviour, and management. For a
al
6
7 comprehensive understanding of the evolving field of emotional labour, it is important to note
8
that these trends are general observations, and that new developments and research directions
K
9
10 may emerge over a period of time. This current study proposes to answer the following research
no
11
12 questions:
13
14
wl
15
RQ1: What are the different research trends in Emotional Labour?
16
17 RQ2: How can “Topic Modelling” assist in decoding research trends on “Emotional
ed

18
19 Labour”?
20
RQ3: How can we critically analyse the impact of the studies undertaken under each of the
ge

21
22 topics identified by Topic Modelling for “Emotional Labour”?
23
24
,M

25 2. Methodology
26
27 To achieve our research objective, we employed the LDA method to perform topic modelling
28
em

29 on the keyword "Emotional Labour". This enabled us to uncover the major themes and topics
30
31 that arose from the data. Through a thorough analysis of the patterns and relationships among
32
these topics, we were able to gain a much deeper understanding of this field. Figure 1 below
or

33
34 graphically depicts the different phases in the study.
35
ya

36
37
38
39
nd

40
41
42
43
C

44
45
om

46
47
48
49
mu

50
51
52
53
54
nic

55
56
57
58
ati

59
Figure 1: Study Framework
60
on

P a g e 3 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 4 of 31
Gl
1
2
ob
3 2.1 Data Collection:
4
5 We conducted a search of the Scopus database utilizing the term "Emotional Labour". Our
al
6
7 efforts yielded an impressive 1462 papers from a diverse range of 200 journals. The vast
8
majority of these papers were published post-1999, spanning from 1946 to 2023. Our analysis
K
9
10 centred on the Abstract column, and we've included a visual representation of the distribution
no
11
12 of articles across various journals in Figure 2 below.
13
14
wl
15 Top 20 Publishers
16
17
ed

180
18 160
19 140
20 120
ge

21 100
22 80
60
23
40
24
,M

20
25 0
26
Routledge

SAGE Publications Inc.

Elsevier Ltd

SAGE Publications Ltd

Frontiers Media S.A.

MDPI

Springer
Blackwell Publishing Ltd

Inderscience Publishers

John Wiley and Sons Inc

Oxford University Press

Taylor and Francis Ltd.

Elsevier B.V.

John Wiley and Sons Ltd

MDPI AG

Emerald Publishing

Taylor and Francis Inc.

Emerald Group Holdings

Emerald Group Publishing

American Psychological
27
28
em

Association
29
Ltd.

Ltd.

30
31
32
or

33
34
35
ya

Figure 2 : Publisher of the papers

36
37
Figure 3 shows article distribution over the years. Publication rate increased from 1997-1998,
38
39 with 102 articles published in 2018 and 80 articles published as of March 2023. This indicates
nd

40
41 a steady year-on-year rise in published articles.
42
43
C

44
45
om

46
47
48
49
mu

50
51
52
53
54
nic

55
56
57
58
ati

59
60
on

P a g e 4 | 31
http://mc.manuscriptcentral.com/lr
Page 5 of 31 GKMC
Gl
1
2
ob
3
4 No of Publications Per Year
5
al
6 180
7
8 160
K
9
10 140
no
11
120
12
13 100
14
wl
15 80
16
17 60
ed

18
19 40
20
20
ge

21
22
0
23
1989
1991
1992
1994
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
2008
2009
2010
2011
2012
2013
2014
2015
2016
2017
2018
2019
2020
2021
2022
2023
24
,M

25
26 Figure 3: Year wise distribution of Papers
27
28 2.2 Data Pre-Processing
em

29
30 The dataset comprises 1462 rows of information, with each row detailing a unique paper. The
31
32 file consists of 7 distinct columns which are Author, Title, Year of Publication, Source Title,
or

33 Abstracts, Keywords, and Publisher. After importing the .csv file into our R program, we
34
35 extracted the Abstract column and converted it to lowercase. In this data pre-processing stage,
ya

36
37 we eliminated all special characters, numerals, punctuation, and stop words. Additionally, we
38
39
applied stemming to reduce each word to its simplest form. Following this, we meticulously
nd

40 checked each word for spelling errors and corrected them in the R code. As a result, we could
41
42 identify 11782 unique words ranging from 4-20 characters in length.
43
C

44 2.3 Topic Modelling

45
om

46 A list of words that are most pertinent to the studies are identified in the data cleaning phase.
47
48 In this phase, we created a Document Term Matrix (DTM) from the cleaned abstract column
49
data, which measures the frequency of a given word in the documents that were gathered as
mu

50
51 data. The topic modelling algorithms are then used to conduct the study and perform the
52
53 following analysis, with this DTM being given as a parameter to each topic modelling
54
nic

55 algorithms.
56
57
58
ati

59
60
on

P a g e 5 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 6 of 31
Gl
1
2
ob
3
4
5
al
6
7
8
K
9
10
no
11
12
13
14
wl
15
16
17
ed

18
19
20
ge

21
22
23 Figure 4 : Topic Curve
24
,M

25 We utilized the DTM, and the algorithms developed by "Griffiths2004", "CaoJuan2009",

26
27 "Arun2010" and "Deveaud2014" to construct the "Topic Curve". The topic curve helps us
28
em

29 determine the maximum number of topics for our study. In our research, we created a "Topic
30
Curve" for the dataset, shown in Figure 4, which indicates that we should analyse around 13
31
32 optimal topics in our "Emotional Labour" topic modelling study.
or

33
34
35 Following that, we made a Word frequency Graph (Figure 5) of all the terms in our dataset
ya

36 that appeared more than 445 times. We discovered that the terms "emotional (6000)", "labour
37
38 (4500)", "acting (1812)", “study (1668)” etc are those that appear most frequently in the data
39
nd

40 collected.
41
42
43 Word Frequency
C

44
45 7000
om

46 6000
47 5000
48 4000
49 3000
mu

50 2000
51 1000
52 0
53
emotional
labor
acting
study
work
job
surface
research
service
emotions
deep
results
employees
relationship
burnout
nurses
satisfaction
data
strategies
findings
positive
negative
analysis
organizational
workers
role
health
support
teachers

54
nic

55
56
57
58
ati

59 Figure 5 : Histogram of Word Frequency

60
on

P a g e 6 | 31
http://mc.manuscriptcentral.com/lr
Page 7 of 31 GKMC
Gl
1
2
ob
3 The collection of words in the DTM is then converted into a WordCloud, a graphical
4
5 representation of word frequency that gives prominence to words having greater frequency.
al
6
7 The WordCloud in Figure 6 below also highlights certain terms more prominently than others,
8
including "emotional", "labour", "acting", "study", "burnout", and "satisfaction" etc.
K
9
10
no
11
12
13
14
wl
15
16
17
ed

18
19
20
ge

21
22
23
24
,M

25
26
27
28 Figure 6 : Word Cloud
em

29
30 The DTM is then used as a component in the LDA statistical model, which uses Dirichlet
31
32 distributions to classify text in documents into different topics. The collection of topics with a
or

33
34
set of words within each topic is the output to LDA. Figure 7 below shows us the graphical
35 output of the topics and its keywords after passing through the LDA modelling.
ya

36
37
38
39
nd

40
41
42
43
C

44
45
om

46
47
48
49
mu

50
51
52
53
54
nic

55
56
57
58
ati

59
60
on

P a g e 7 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 8 of 31
Gl
1
2
ob
3
4
5
al
6
7
8
K
9
10
no
11
12
13
14
wl
15
16
17
ed

18
19
20
ge

21
22
23
24
,M

25
26
27
28
em

29
30
31 Figure 7 : Topics after LDA Modelling
32
or

33 2.4 Data Visualization and Analysis

34
35 The R-Program's output list the topics with clusters of keywords that are used in each of these
ya

36
topics. The distribution of documents across each of the subjects in our collection is shown in
37
38 the Figure 8 below.
39
nd

40
41
Documents went through to LDA modelling with parameters such as burnin=1000, iter=2000,
42 thin=500, seed=list (2000,5,60,100000,700), nstart=5 and k=13, where data of 1462 documents
43
C

44 were analysed. 13 topics with 20 keywords in each were the output of the LDA model. We can
45
om

46 choose the study direction under each of the topics by examining each topic's keywords, as
47
well as how they relate to one another and how much weight each keyword has. We will have
48
49 a better grasp of the research conducted on each of the topics, the direction of the research, and
mu

50
51 the methods used if we examine the group of papers separately.
52
53
54
nic

55
56
57
58
ati

59
60
on

P a g e 8 | 31
http://mc.manuscriptcentral.com/lr
Page 9 of 31 GKMC
Gl
1
2
ob
3
4 Document Count per Topic
5
al
6 200

No od Documents
7
8 150
K
9
100
10
no
11 50
12
13 0 1 2 3 4 5 6 7 8 9 10 11 12 13
14
wl
Document Count 120 170 114 94 166 152 78 133 159 72 50 80 74
15
16 Topics
17
ed

18
19 Figure 8 : Papers in Topics
20
ge

21 3. Topic Modelling Classifiers

22
23 As part of natural language processing (NLP), topic modelling analyses a set of text data and
24
,M

25 identifies themes based on frequent words and phrases. These topics reflect the main themes
26
27 and traits of the dataset's documents. Topic modelling helps us comprehend the overall
28
em

29 sentiment and meaning that the documents are trying to communicate by grouping similar
30 documents together based on their common topics (Maier et al., 2018). Researchers must deal
31
32 with the following factors when using Topic Modelling- a.) Algorithm Selection: Choosing the
or

33
34 best algorithm, b.) Data Pre-processing: Cleaning and preparing data, c.) Determining Number
35
ya

of Topics: Identifying optimal number of topics, d.) Quality Evaluation of Topics: Assessing
36
37 topic quality and relevance, e.) Interpreting Results: Analysing and interpreting output and f.)
38
39 Dealing with Large Datasets: Optimizing for large volumes of data.
nd

40
41
42 3.1 Latent Dirichlet Allocation (LDA):
43 LDA is an unsupervised machine learning technique used for Topic Modelling to extract topics
C

44
45 from a set of documents. It works by analysing the frequency and distribution of words in the
om

46
47 data to generate a list of topics and their corresponding keywords. The number of topics (k)
48
49
and the number of keywords (n) for each topic can be specified by the user (Ponweiser, 2012).
mu

50
51 After running LDA, the results are analysed to understand the topics based on the set of words
52
53 that belong to each topic. This method enables researchers to extract insights and patterns from
54
nic

large amounts of textual data. LDA is a widely used tool in natural language processing, text
55
56 mining, and information retrieval due to its effectiveness in analysing unstructured data.
57
58
ati

59
60
on

P a g e 9 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 10 of 31
Gl
1
2
ob
3 4. Data Analysis and Results
4
5
In this research, we initially pre-processed the documents' abstracts and converted them into a
al
6
7 set of 11782 tokenised words. Document Term Matrix (DTM) was then created based on these
8
K
9 tokenised words.
10
no
11
12
Using the topic curve, we identified the optimal number of topics to be 13. We then utilized
13 the LDA algorithm on the DTM, with 2000 iterations, to generate 13 topics, each consisting of
14
wl
15 20 keywords (k=13, n=20). The resulting output of the LDA model is presented in Table 1,
16
17 which shows the list of 13 topics with their corresponding 20 keywords (Blei et al., 2003). This
ed

18 approach helps in uncovering the underlying themes present in the collection of documents,
19
20 which can be used for further analysis and interpretation.
ge

21
22
23
The LDA model also produced two additional outputs, namely "Document to Topic" and
24 "Abstract to Topic Probability." The former allowed us to assign each document in our
,M

25
26 collection to a specific topic based on their highest probability of belonging to that topic.
27
28
em

Using this approach, we classified each document into its corresponding topic. The summary
29
30 of the number of documents assigned to each of the 13 topics and their percentage share of the
31
32 total number of documents are presented in Table 2. This helps in understanding the
or

33
34
distribution of topics across the collection and identifying which topics have a higher or lower
35 representation.
ya

36
37
38 Using the LDA model, we examined 13 topics, calculating the weight of each keyword and
39
nd

determining the significance of each word. For each text, the LDA model produced an
40
41 "Abstract to Topic" probability matrix. The first ten rows of the matrix's 1462 total rows are
42
43 shown in Table 3. Each row in the table 3 corresponds to a document, and the values in each
C

44
45
column indicate the probability of each topic being present in that document. Looking at the
om

46 first row as an example, we can see that the highest value is in column V4, which is 0.17326
47
48 or 17.33%. This means that there is a 17.33% chance that document 1 is about Topic-4.
49
Similarly, in the second row, the maximum value is in column V13 with a probability of
mu

50
51
17.62% for Topic-13, and this applies to the other topics as well.
52
53
54 4.1 Topic Labelling:
nic

55
56 Using LDA modelling, we have identified 13 topics with 20 keywords in each topic, as shown
57
58 in Table 1. Based on the keywords in each topic, we had to come up with a suitable name for
ati

59
60
on

P a g e 10 | 31
http://mc.manuscriptcentral.com/lr
Page 11 of 31 GKMC
Gl
1
2
ob
3 each topic that captures the essence of the research conducted on the group of documents
4
5 associated with that topic.
al
6
7
8
Topic 1: Based on the keywords in the topic, we find that the dominant words are: “Care,
K
9
10 Professional, Nurses, Emotional, Labour, Health, Support”. Hence, a suitable name for the
no
11
12 first topic could be “Emotional Labour in Healthcare”. The WordCloud and year-wise
13
14 distribution of 120 papers on this topic is shown in Row 1 in Table 4.
wl
15
16
17 Topic 2: Keywords under topic 2, indicate that the most relevant words are “Acting, Surface,
ed

18
19 Deep, Strategies, Related”. Based on the keywords and the description provided, an appropriate
20
name for the second topic could be “Emotional Labour Strategies”. This name captures the
ge

21
22 essence of the topic, which focuses on acting and surface-level techniques, as well as deep
23
24 strategies related to emotional labour. The WordCloud and year-wise distribution of 170 papers
,M

25
26 on this topic can be found in Row 2 in Table 4.
27
28
em

29 Topic 3: Based on the keywords, a suitable name for the third topic based on dominant words
30
31 (“Nurses, Analysis, Results, Data, Study”) can be “Psychological Wellbeing of Nursing
32
or

33 Workers”. The WordCloud and year-wise distribution of 114 papers on this subject are shown
34
in Row 3 in Table 4.
35
ya

36
37
38 Topic 4: Among all 20 keywords in this topic, the most dominant keywords are “Teachers,
39
nd

40 Study, Teaching, Education, Students”. Suitable name for the topic can be “Emotional Labour
41 in Education”. The WordCloud and year-wise distribution of 94 papers on this subject are
42
43 shown in Row 4 in Table 4.
C

44
45
om

46
Topic 5: Out of the 20 Keywords in topic 5 dominant keywords are: “Public, Women, Work,
47
48 Gender”. The fifth topic may be titled “Emotional Labour and Gender” which seems to be
49
mu

50 an appropriate title. In Row 5 in Table 4, we can observe the WordCloud and the year-wise
51
52 distribution of 166 publications in this topic.
53
54
nic

55 Topic 6: Based on the keywords, we have identified “Job, Burnout, Emotional, Satisfaction,
56
57 Relationship, Effect” as the most dominant ones and a suitable name for topic 6 could be
58
ati

59
“Organizational Support and Emotional Labour”. The WordCloud and year-wise
60 distribution of 152 papers on this subject are shown in Row 6 in Table 4.
on

P a g e 11 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 12 of 31
Gl
1
2
ob
3 Topic 7: Based on the 20 keywords, we have found “Emotions, Emotion, Emotional, Display,
4
5 Rules, Taylor” as the most dominant keywords. A suitable name for the seventh topic could be
al
6
7 “Display Rules”. The WordCloud and year-wise distribution of 78 papers on this subject are
8
shown in Row 7 in Table 4.
K
9
10
no
11
12 Topic 8: Keywords under the topic which are most dominant ones are “Service, Employees,
13
14 Study, Performance, Customer, Employee”. A suitable name for topic 8 could be “Emotional
wl
15
Labour in Hospitality”. The WordCloud and year-wise distribution of 133 papers in this
16
17 subject are shown in Row 8 in Table 4.
ed

18
19
20
Topic 9: Based on the keywords we have for the topic, we have identified “Acting, Surface,
ge

21
22 Deep, Strategies, Related” as the most relevant ones. A suitable name for topic 9 could be
23
24 “Cultural Differences and Emotional Labour”. The WordCloud and year-wise distribution
,M

25
26 of 159 papers in this subject are shown in Row 9 in Table 4.
27
28
em

29 Topic 10: A potential name for topic 10 based on the keywords “Stress, Health, Workers,
30
31 Workplace, High, Mental, Occupational, Medical, Symptoms” could be “Occupational Stress
32
or

33 and Mental Health”. The WordCloud and the year-wise distribution of 72 publications on this
34
topic are shown in Row 10 in Table 4.
35
ya

36
37
38 Topic 11: The eleventh topic could be titled “Emotional Labour & Emotional Dissonance”
39
nd

40 based on most relevant keywords such as “Emotional, Labor, Positive, Negative, Rights,
41 Dissonance”. The WordCloud and the year-wise distribution of 50 publications on this topic
42
43 are shown in Row 11 in Table 4.
C

44
45
om

46
Topic 12: Based on the keywords, we identified “Labour, Emotional, Work, Ltd, Demands,
47
48 Engagement” as most relevant ones for the topic. A suitable name for topic 12 could be
49
mu

50 “Emotional Labour and Employee Wellbeing”. The WordCloud and year-wise distribution
51
52 of 80 papers in this topic are shown in Row 12 in Table 4.
53
54
nic

55 Topic 13: The dominant keywords identified under topic 13 are “Research, Findings, Paper,
56
57 Role, Purpose, Implications”. A suitable name for topic 13 could be “New Frontiers in
58
ati

59
Emotional Labour”. The WordCloud and year-wise distribution of 74 papers in this topic are
60 shown in Row 13 in Table 4.
on

P a g e 12 | 31
http://mc.manuscriptcentral.com/lr
Page 13 of 31 GKMC
Gl
1
2
ob
3 5. Discussion
4
5
The dataset for "Emotional Labour" was analysed using the Latent Dirichlet Allocation (LDA)
al
6
7 statistical model, and the results were 13 topics, each with 20 keywords. In addition, LDA also
8
K
9 provided us with a classification of all the papers inside those topics. The "Names" of all the
10
no
11 topics and keywords mapped in the previous section of this text are listed in the Table 5. In
12
13
this section, we'll go through and discuss each topic and the potential fields of study
14
wl
surrounding it.
15
16
17 Topic-1: Emotional Labour in Healthcare:
ed

18
19 Emotional labour involves the practice of managing one's emotions to meet the requirements
20
of their job, as per (Riley et al., 2016). To better serve the needs of vulnerable patients, various
ge

21
22
23
research papers have suggested that the healthcare industry integrate emotional labour into their
24 personal and professional development techniques. With over 120 papers on the subject, it is
,M

25
26 clear that emotional labour is a popular topic in the healthcare sector. These studies suggest
27
28 that emotional skills should be considered a critical ability in supporting the patient journey,
em

29
with innovative methods of teaching emotional skills outside of traditional classroom contexts,
30
31 as per (Kößler, 2022). Additionally, healthcare practitioners often suffer from compassion
32
or

33 fatigue and burnout due to prolonged exposure to patient suffering, which can negatively
34
35 impact their ability to provide high-quality care, as noted by (Vogus & McClelland, 2016). Thus,
ya

36 it is crucial to provide medical professionals with training on how to manage the effects of
37
38 emotional labour (Sciotto & Pace, 2022). Finally, more research is needed to refine the theoretical
39
nd

40 framework around emotional labour, particularly in identifying the causes of emotional labour
41
42 in healthcare settings and distinguishing the consequences of different types of emotional
43 labour performance, as per (Wang et al., 2023) study.
C

44
45
om

46 Topic-2: Emotional Labour Strategies:

47
48 Papers on this topic relate to various strategies that can be followed to remove the disparity
49
mu

50 between feelings and emotional displays. Surface acting is an emotional labour technique with
51
52
a mismatch between feelings and emotional displays, resulting in negative impacts such as
53 emotional tiredness, less professional commitment, and, as a result, increased turnover rate
54
nic

55 (Ferris et al., 2008). Encouraging employees to communicate their actual emotions while
56
57 remaining professional is a challenging task. Hence, strategies like emotion regulation training,
58
ati

59
job redesign, removing negative thoughts, supportive supervision and mindfulness can be
60 followed. Moreover, it is essential to go deeper into this element and discover effective
on

P a g e 13 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 14 of 31
Gl
1
2
ob
3 techniques to manage emotional labour to emphasize the holistic welfare of employees (Chen
4
5 & Chen, 2022). Organizations that invest in emotional intelligence training should follow
al
6
7 through by including these crucial behaviours in their performance reviews and compensation
8
plans (Quebbeman & Rozell, 2002).
K
9
10
no
11 Topic-3: Psychological Wellbeing of Nursing Workers:
12
13
Medical services, nurses, physicians, and school secretaries were among the jobs with high
14
wl
15 emotional labour requirements but low cash benefits for service performance (Gabriel et al.,
16
17 2016). In the field of nursing, practitioners must traverse the complex world of patient emotions
ed

18
19 while also dealing with their own internal emotional terrain, all in the name of healing(Kim &
20 Park, 2023). Research papers emphasize the critical relevance of maintaining the emotional
ge

21
22 well-being of nursing workers in their profession (Wang et al., 2023). Also, due to the varied
23
24 emotions shown by each patient, experts in this industry experience a variety of mental states.
,M

25
26 Maintaining excellent mental health is also important while dealing with personal issues, caring
27 for unwell patients, and answering questions from patient attendants (LeBlanc-Omstead &
28
em

29 Kinsella, 2022). Keeping one's emotional equilibrium under such challenging circumstances is
30
31 extremely difficult (Park et al., 2019). Hence, most of the papers emphasize the importance of
32
or

33 this topic in understanding emotional labour and its complex impact on the psychological
34 wellbeing of nursing professionals.
35
ya

36
37 Topic-4: Emotional Labour in Education:
38
39 Papers under this topic indicate that Teaching is a multitasking job wherein the job incumbent
nd

40
41 must combine cognitive learnings with emotions so as to express the right emotion at the right
42
43 juncture of explanation to impart maximum learning (Heffernan & Bosetti, 2020). Teaching is a
C

44 platform where feedback from students, their parents, colleagues, and the principal are
45
om

46 frequently received. Thus, we can observe that emotional intelligence increases teaching
47
48 effectiveness (Chen & Chen, 2022). Therefore, the education field has a higher magnitude of
49
emotional labour. Furthermore, several keywords suggest that to aid student learning, teachers
mu

50
51 must conceal their true feelings from them. Hence this field needs to be explored and
52
53 researched. Another trend that has emerged in the wake of the pandemic (Covid 19) is online
54
nic

55 teaching, in which instructors and students keep in touch through virtual means; this has its
56
own set of difficulties, given that the virtual classroom pays little attention to its participants'
57
58 genuine feelings(Chen & Chen, 2022). Therefore, additional study in the field of education is
ati

59
60 required to ensure the mental well-being of educators.
on

P a g e 14 | 31
http://mc.manuscriptcentral.com/lr
Page 15 of 31 GKMC
Gl
1
2
ob
3 Topic-5: Emotional Labour and Gender:
4
5
There is many gender-specific roles in society but while professional interactions and
al
6
7
transacting official business there should not be any stereotype(s). To be gender-neutral in the
8
K
9 workplace requires emotional intelligence and not everyone in the workplace has this
10
no
11 intelligence (Green, 2022). The lack of emotional intelligence increases the emotional labour
12
13 of the other gender and affect their professional performance. Papers suggest that instead of
14
wl
presuming equality in education and job domains, it is necessary to investigate gender-specific
15
16 emotional manifestations (Kim et al., 2022). Different genders are assigned distinct roles that
17
ed

18 distinguish them emotionally. Females prioritize emotional factors, but males choose
19
20 objectivity and emotional restraint. As a result, understanding the causes and consequences of
ge

21 gender-specific emotional labour becomes critical in this setting (Jeon & Yoon, 2022).
22
23 Furthermore, to establish an inclusive and supportive atmosphere for all employees,
24
,M

25 organisations must acknowledge and solve gender-specific emotional labour . EL training is

26
27
likely to help both men and women equally (Mattingly & Kraiger, 2019).
28
em

29 Topic-6: Organizational Support and Emotional Labour:

30
31 Hygiene and motivational factors at the workplace can influence one’s emotional attachment
32
or

33 to the organization (Park et al., 2019). When there are grievances or assumptions of disparity
34
35 and non-fulfilment of aspirations, the job incumbent must put in lots of emotional labour at the
ya

36
37
workplace which reduces the employee’s work performance (Jeon & Yoon, 2022). Too much
38 emotional labour results in burnout (Kern et al., 2021). Hence, Emotional labour in the workplace
39
nd

40 can only be successful with the backing of management(Chen & Chen, 2022). Research can focus
41
42 on instituting conducive practices and policies, businesses may boost employee happiness,
43
C

44
engagement, and productivity (Alrawadieh et al., 2019). The exact mechanisms and interventions
45 that boost organizational support, and the effect they have on emotional labour outcomes,
om

46
47 deserve more investigation(Sciotto & Pace, 2022). Finally, an in-depth understanding of the
48
49 relationship between organizational support and emotional labour can lead to strategies that
mu

50
boost both employee satisfaction and productivity (Chen & Chen, 2022).
51
52
53 Topic-7: Display Rules
54
nic

55 Papers that were studies under this category explain that Surface acting, deep acting, and
56
57 authentic expression govern emotional labour. When one is "deep acting," one's feelings are
58
ati

59 changed to match the intended emotional intelligence, but when one is "surface acting," there
60
on

P a g e 15 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 16 of 31
Gl
1
2
ob
3 is a discrepancy between the inner and expressed feelings (Sciotto & Pace, 2022). A true display
4
5 of emotion, however, occurs when the felt emotion and the stated emotion are identical(Kern et
al
6
7 al., 2021). Working on one's emotions, either superficially or deeply, is considered "emotional
8
labour" in the workplace (Chen & Chen, 2022). As a result, it's crucial that we learn to control
K
9
10 our feelings, and this offers up new avenues for research. Strategies for emotional control or
no
11
12 regulation can be broken down even further into categories like: Acknowledging the worth of
13
14 emotional effort; Gain self-awareness; Rethinking one's own expectations; Positive rehearsal
wl
15
16
should be done on a regular basis and Developing standards for compassionate communication
17 (empathy).
ed

18
19
20 Topic-8: Emotional Labour in Hospitality:
ge

21
22 The hospitality industry, like any other, has its own unique significance and calls for its own
23
24 unique set of skills. In this industry, the customer's wants and needs come before anything else
,M

25
(Kern et al., 2021). Workers in the hotel business are consequently held to a particularly high
26
27 standard of professionalism and commitment to the complete satisfaction of their customers
28
em

29 (Alrawadieh et al., 2019). Employees in the service sector often experience emotional labour
30
31 because of the high expectations placed on them to always project a positive image (Lechner et
32
al., 2020). Hence there is a scope of study that how these expectations of emotional displays
or

33
34 and actual feelings of employees can be managed to maintain a balanced behaviour.
35
ya

36
37 Topic-9: Cultural Differences and Emotional Labour:
38
39 The emotional labour process is influenced by cultural norms and values that determine what
nd

40
41 emotions are considered acceptable to show. Emotional labour expectations have been proven
42
to vary greatly between cultures, with some cultures placing a higher value on expressing
43
C

44 emotions openly and others placing a higher value on keeping them in check (Chen & Chen,
45
om

46 2022). Studies on displays of emotion norms suggest that emotions (and differences in display
47
48 across cultures) may play a role in the adjustment process. That is, even if people have the same
49
emotions, society can alter how they control or demonstrate those emotions (Gullekson &
mu

50
51 Dumaisnil, 2016). The dynamics of emotional labour in the workplace are profoundly impacted
52
53 by cultural differences (Green, 2022). The ability to express genuine feelings has a good impact
54
nic

55 on emotional culture, whereas the inability to convey true emotions, or even meaningful acts,
56
has a detrimental impact on the emotional culture of the business (Berkley et al., 2019).
57
58 Individuals and businesses cannot hope to successfully manage varied emotional demands
ati

59
60 without first gaining an awareness of and appreciation for these cultural differences.
on

P a g e 16 | 31
http://mc.manuscriptcentral.com/lr
Page 17 of 31 GKMC
Gl
1
2
ob
3 Organizations can encourage productive emotional labour management by creating a
4
5 welcoming atmosphere that values and respects employees of all backgrounds and perspectives
al
6
7 through the cultivation of cultural sensitivity, the cultivation of emotional intelligence, and the
8
implementation of supportive organizational practices (Kern et al., 2021). In today's
K
9
10 multicultural work environments, employee well-being, job happiness, and organizational
no
11
12 success can all be improved by embracing and capitalizing on cultural differences as a strength
13
14 (Sciotto & Pace, 2022).
wl
15
16 Topic-10: Occupational Stress and Mental Health:
17
ed

18
19
Maintaining a healthy mind has become increasingly important for a fulfilling existence (Park
20 et al., 2019). The challenge now is figuring out how to keep your mental health and job stress
ge

21
22 in check (Kößler, 2022). This provides a rich opportunity for research into achieving this
23
24 equilibrium. When people feel mental, emotional, or bodily distress because of their jobs, it is
,M

25
26
called occupational stress. Workloads that are too heavy, deadlines that are too tight, a lack of
27 agency, disagreements with coworkers, or an uncertain future on the job can all contribute to
28
em

29 this condition (Alrawadieh et al., 2019). Long-term exposure to these stresses has been linked to
30
31 negative psychological outcomes(Lechner et al., 2020). Organizational job stressors such as high
32
workload, time constraints, and role conflicts were found to have the largest links with burnout
or

33
34 (Zapf, 2002). Hence, organizations should do more to support their employees' emotional health
35
ya

36 and alleviate stress on the job (Park et al., 2019). Building a productive workplace that
37
38 encourages sharing ideas, listening to others, and working together (Jeon & Yoon, 2022).
39
nd

40
Providing mental health resources and employee help initiatives will also be useful to
41 employees. Offering courses and seminars on dealing with stress, building resilience, and
42
43 striking a healthy work-life balance (Sciotto & Pace, 2022) can help alleviate the dissonance and
C

44
45 distress that employees face while undertaking emotional labour. Hence there is a huge scope
om

46
of research in the field to find techniques that may help employees as well as organizations to
47
48 maintain balance in their respective fields.
49
mu

50
51
Topic-11: Emotional Labour and Emotional Dissonance:
52
53 Emotional labour and emotional dissonance can have profound personal and professional
54
nic

55 repercussions (Sciotto & Pace, 2022). In our study, we have only 50 papers related to the topic
56
that clearly indicates, topic needs to be explored more. Emotional tiredness, burnout, and worse
57
58 job satisfaction have all been linked to prolonged emotional labour (Alrawadieh et al., 2019).
ati

59
60 Customer happiness, brand image, and productivity can all benefit from well-managed
on

P a g e 17 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 18 of 31
Gl
1
2
ob
3 emotional labour that is supported by open lines of communication and sound business
4
5 procedures (Jeon & Yoon, 2022). Emotional workers must deal with the difficulties of inner
al
6
7 conflict. Individuals manage their emotions in line with social display norms in order to meet
8
the expectations of family roles and to achieve psychological benefits and fulfilment in return
K
9
10 (Alam et al., 2019). Emotional tension and strain can emerge when one's genuine feelings are at
no
11
12 odds with the emotions they are supposed to exhibit (Lechner et al., 2020). It is crucial for
13
14 businesses to equip their staff with the tools they need to deal with emotional dissonance
wl
15
(Kößler, 2022).
16
17
ed

18 Topic-12: Emotional Labour and Employee Wellbeing:

19
20 Worker’s report feeling happy when they are more invested. According to studies, the more
ge

21
22 committed and hardworking an employee is, the healthier their relationship with their boss is,
23
24 which ensures their well-being (Kern et al., 2021). The success of an organization depends
,M

25
26
heavily on the happiness of its workers, and emotional labour is a major factor in that happiness
27 (Park et al., 2019). Hence, studies indicate that organizations play a very significant role in
28
em

29 ensuring employee well-being and helping them to regulate their emotions (Alrawadieh et al.,
30
31 2019). To promote employee health and happiness, businesses must recognize and deal with
32
these issues (Chen & Chen, 2022). Ensuring that workers have access to sufficient information,
or

33
34 training, and support networks to assist them cope with their emotional difficulties on the job.
35
ya

36 Employees are more likely to feel safe discussing their feelings and reaching out for help if
37
38 they work in an environment that fosters empathy, understanding, and psychological safety
39
nd

(Jeon & Yoon, 2022). Research can be expanded into topics such as how to make workplaces
40
41 safer and happier for workers.
42
43
C

44 Topic 13: New Frontiers in Emotional Labour:

45
om

46 Social changes and changes in the work environment, as well as the COVID-19 pandemic have
47
48 opened various new areas of study in the context of Emotional Labour. A few of the areas
49
where more research can be done are:
mu

50
51
52 i) Virtual or Remote Work Settings: The pandemic pushed majority of the work to a virtual
53
54
platform. Post pandemic too, a lot of organizations are working virtually. This poses a new
nic

55 kind of challenge in handling EL issues. Virtual communication and remote work make
56
57 managing emotions challenging and induce significant EL.
58
ati

59
60
on

P a g e 18 | 31
http://mc.manuscriptcentral.com/lr
Page 19 of 31 GKMC
Gl
1
2
ob
3 ii) Emergence of Gig Economy: The emergence of the Gig economy, where short term
4
5 contracts are the norm, poses a unique challenge in terms of EL. Gig workers have to adapt
al
6
7 their emotions and responses, depending on the nature of the assignment and clients’
8
expectations.
K
9
10 iii) Artificial Intelligence driven interactions will also pose a challenge for employees
no
11
12 (Roldán-Castellanos et al., 2023). Chatbots and virtual assistants may have to be designed
13
14 to better handle emotions.
wl
15
iv) Increasing workplace diversity: organizations will have to understand the impact of
16
17 diversity on the EL of employees (Perrigino et al,2023). There is tremendous scope to
ed

18
19 study the impact of diversity and inclusion programmes on the EL experienced by the
20
employees.
ge

21
22 v) Mental Health and Mental agility of employees can also be researched further, in the
23
24 context of EL. Research in the mentioned areas can help individuals and organizations
,M

25
26 develop strategies to effectively manage emotions, promote well-being, and create
27
28
supportive work environments.
em

29
30 In this topic, only 74 scholarly works cover the area. Therefore, further study of the area is
31
32 possible.
or

33
34 6. Conclusion and Future Work
35
ya

36
37 Based on the analysis of the research on emotional labour using topic modelling, it can be
38 concluded that there are several emerging trends and insights in this field. The study revealed
39
nd

40 that emotional labour is a complex phenomenon that is influenced by various factors such as
41
42 gender, job type, and organizational culture. This study also revealed the 13 most prominent
43
C

44
topic in the research of emotional labour.
45
om

46 One of the emerging trends in emotional labour is Emotional Labour Strategies, where highest
47
48 number of research has been done. This has led to the development of new strategies and
49 interventions aimed at managing emotional labour, such as emotional regulation training and
mu

50
51 job redesign. Similarly, the topics like Cultural Differences and Emotional Labour, Emotional
52
53 labour in Hospitality, Organizational support & EL, Emotional Labour and Gender and
54
nic

55
Psychological Well-being of Nursing Workers are popular research domain in emotional
56 labour.
57
58
ati

59
60
on

P a g e 19 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 20 of 31
Gl
1
2
ob
3 Another insight from the research is the importance of considering the intersectionality of
4
5 identities when studying emotional labour. The study found that emotional labour experiences
al
6
7 vary depending on factors such as race, ethnicity, and sexual orientation. Emotional Labour is
8
also experienced differently by those employed in different sectors.
K
9
10
no
11 Furthermore, this research highlighted the need for further investigation into potential topics
12
13 extracted from this analysis. This can inform the development of interventions and policies
14
wl
aimed at improving employee well-being and reducing burnout. Organizations can also work
15
16 towards designing policies and practices that help employees better understand their emotional
17
ed

18 responses and learn ways of handling them better.

19
20 Overall, the topic modelling analysis provides valuable insights into the emerging trends and
ge

21
22 insights in emotional labour research
23
24
,M

25 7. Bibliography
26
27 Alam, M., Ezzedeen, S. R., & Latham, S. D. (2019). Managing work-generated emotions at home: An
28 exploration of the “Bright Side” of emotion regulation. Human Resource Management Review,
em

29 29(4), 0–1. https://doi.org/10.1016/j.hrmr.2018.12.002

30
31 Alrawadieh, Z., Cetin, G., Dincer, M. Z., & Dincer, F. I. (2019). The impact of emotional dissonance on
32 quality of work life and life satisfaction of tour guides. The Service Industries Journal, 0(0), 1–15.
or

33
34 https://doi.org/10.1080/02642069.2019.1590554
35
ya

Bergman Blix, S., & Wettergren, Å. (2015). The emotional labour of gaining and maintaining access to
36
37 the field. Qualitative Research, 15(6), 688–704. https://doi.org/10.1177/1468794114561348
38
39
Berkley, R. A., Beard, R., & Daus, C. S. (2019). The emotional context of disclosing a concealable
nd

40 stigmatized identity: A conceptual model. Human Resource Management Review, 29(3), 428–
41 445. https://doi.org/10.1016/j.hrmr.2018.09.001
42
43 Blei, D. M., Ng, A. Y., & Edu, J. B. (2003). Latent Dirichlet Allocation Michael I. Jordan. In Journal of
C

44 Machine Learning Research (Vol. 3).

45
om

46 Brook, P. (2013). Emotional labour and the living personality at work: Labour power, materialist
47 subjectivity and the dialogical self. Culture and Organization, 19(4), 332–352.
48 https://doi.org/10.1080/14759551.2013.827423
49
mu

50 Chen, K., & Chen, C. (2022). Eff ects of University Teachers ’ Emotional Labor on their Well-Being and
51
Job Satisfaction. 3410.
52
53 Ferris, G. R., Munyon, T. P., Basik, K., & Buckley, M. R. (2008). The performance evaluation context:
54
nic

Social, emotional, cognitive, political, and relationship components. Human Resource

55
56 Management Review, 18(3), 146–163. https://doi.org/10.1016/j.hrmr.2008.07.006
57
58 Gabriel, A. S., Cheshin, A., Moran, C. M., & van Kleef, G. A. (2016). Enhancing emotional performance
ati

59 and customer service through human resources practices: A systems perspective. Human
60 Resource Management Review, 26(1), 14–24. https://doi.org/10.1016/j.hrmr.2015.09.003
on

P a g e 20 | 31
http://mc.manuscriptcentral.com/lr
Page 21 of 31 GKMC
Gl
1
2
ob
3 Green, J. F. (2022). ‘. . . It Makes Me Want to Shut Down , Cover Up ’: Female Bartenders ’ Use of
4
Emotional Labour While Receiving Unwanted Sexual Attention at a Public House. 1–18.
5
https://doi.org/10.1177/13607804221091573
al
6
7
8 Gullekson, N., & Dumaisnil, A. (2016). Expanding horizons on expatriate adjustment: A look at the
role of emotional display and status. Human Resource Management Review, 26(3), 260–269.
K
9
10 https://doi.org/10.1016/j.hrmr.2016.03.004
no
11
12 Heffernan, T. A., & Bosetti, L. (2020). The emotional labour and toll of managerial academia on
13 higher education leaders. Journal of Educational Administration and History, 52(4), 357–372.
14
wl
https://doi.org/10.1080/00220620.2020.1725741
15
16 Huynh, T., Alderson, M., & Thompson, M. (2008). Emotional labour underlying caring: An
17 evolutionary concept analysis. Journal of Advanced Nursing, 64(2), 195–208.
ed

18
19 https://doi.org/10.1111/j.1365-2648.2008.04780.x
20
James, N. (1992). Care = organisation + physical labour + emotional labour. Sociology of Health &
ge

21
22 Illness, 14(4), 488–509. https://doi.org/10.1111/1467-9566.ep10493127
23
24
Jeon, M., & Yoon, H. (2022). administrative sciences Emotional Dissonance , Job Stress , and Intrinsic
,M

25 Motivation of Married Women Working in Call Centers : The Roles of Work Overload and Work-
26 Family Conflict.
27
28 Kern, M., Trumpold, K., Zapf, D., Kern, M., Trumpold, K., & Zapf, D. (2021). Emotion work as a source
em

29 of employee well- and ill-being : the moderating role of service interaction type service
30 interaction type. European Journal of Work and Organizational Psychology, 30(6), 850–871.
31
https://doi.org/10.1080/1359432X.2021.1873771
32
or

33 Kim, H. K., & Park, C. H. (2023). Effects of General Characteristics, Emotional Labor, Empathy Ability,
34
35
and Wisdom on the Psychological Well-Being of Female Caregivers Visiting the Homes of
ya

36 Vulnerable Care Recipients and the Elderly. Behavioral Sciences, 13(5).

37 https://doi.org/10.3390/bs13050360
38
39 Knights, D., & Thanem, T. (2005). Embodying Emotional Labour.
nd

40
41 Korczynski, M. (2003). Communities of coping: Collective emotional labour in service work. In
42 Organization (Vol. 10, Issue 1, pp. 55–79). https://doi.org/10.1177/1350508403010001479
43
C

44 Kößler, F. J. (2022). The role of supervisor support for dealing with customer verbal aggression .
45 Differences between ethnic minority and ethnic majority workers.
om

46 https://doi.org/10.1177/23970022221140560
47
48 LeBlanc-Omstead, S., & Kinsella, E. A. (2022). “Come and share your story and make everyone cry”:
49 complicating service user educator storytelling in mental health professional education.
mu

50
Advances in Health Sciences Education, 28(2), 387–410. https://doi.org/10.1007/s10459-022-
51
52 10157-z
53
54
Lechner, A. T., Mathmann, F., & Paul, M. (2020). Frontline Employees ’ Display of Fake Smiles and
nic

55 Angry Faces : When and Why They Influence Service Performance.

56 https://doi.org/10.1177/1094670520975148
57
58 Maier, D., Waldherr, A., Miltner, P., Wiedemann, G., Niekler, A., Keinert, A., Pfetsch, B., Heyer, G.,
ati

59 Reber, U., Häussler, T., Schmid-Petri, H., & Adam, S. (2018). Applying LDA Topic Modeling in
60
on

P a g e 21 | 31
http://mc.manuscriptcentral.com/lr
 GKMC Page 22 of 31
Gl
1
2
ob
3 Communication Research: Toward a Valid and Reliable Methodology. Communication Methods
4
and Measures, 12(2–3), 93–118. https://doi.org/10.1080/19312458.2018.1430754
5
al
6 Mattingly, V., & Kraiger, K. (2019). Can emotional intelligence be trained? A meta-analytical
7
8 investigation. Human Resource Management Review, 29(2), 140–155.
https://doi.org/10.1016/j.hrmr.2018.03.002
K
9
10
no
11 Park, H., Oh, H., & Boo, S. (2019). The Role of Occupational Stress in the Association between
12 Emotional Labor and Mental Health : A Moderated Mediation Model.
13 https://doi.org/10.3390/su11071886
14
wl
15 Ponweiser, M. (2012). Latent Dirichlet Allocation in R. http://statmath.wu.ac.at/
16
17 Quebbeman, A. J., & Rozell, E. J. (2002). Emotional intelligence and dispositional affectivity as
ed

18 moderators of workplace aggression: The impact on behavior choice. Human Resource

19 Management Review, 12(1), 125–143. https://doi.org/10.1016/S1053-4822(01)00054-7
20
ge

21 Roldán-Castellanos, F. A., Pérez-Olguín, I. J. C., Gutiérrez-Vázquez, A., Méndez-González, L. C., &

22 Rodríguez-Picón, L. A. (2023). Emotional Classification Method (ECW): A Methodology for
23
24
Measuring Emotional Sustainability in a Work Environment Utilizing Artificial Intelligence.
,M

25 Axioms, 12(2). https://doi.org/10.3390/axioms12020097

26
27 Sciotto, G., & Pace, F. (2022). The Role of Surface Acting in the Relationship between Job Stressors ,
28 General Health and Need for Recovery Based on the Frequency of Interactions at Work.
em

29
30 Vogus, T. J., & McClelland, L. E. (2016). When the customer is the patient: Lessons from healthcare
31 research on patient satisfaction and service quality ratings. Human Resource Management
32 Review, 26(1), 37–49. https://doi.org/10.1016/j.hrmr.2015.09.005
or

33
34 Wang, A., Tang, C., Zhou, L., Lv, H., Song, J., Chen, Z., & Yin, W. (2023). How surface acting affects
35 turnover intention among family doctors in rural China: the mediating role of emotional
ya

36
exhaustion and the moderating role of occupational commitment. Human Resources for
37
38 Health, 21(1), 1–15. https://doi.org/10.1186/s12960-023-00791-y
39
nd

Zapf, D. (2002). Emotion work and psychological well-being. A review of the literature and some
40
41 conceptual considerations. Human Resource Management Review, 12(2), 237–268.
42 https://doi.org/10.1016/S1053-4822(02)00048-7
43
C

44
45
om

46
47
48
49
mu

50
51
52
53
54
nic

55
56
57
58
ati

59
60
on

P a g e 22 | 31
http://mc.manuscriptcentral.com/lr
Glo
Page 23 of 31 GKMC

1
ba
lK
2
3
Appendix - I

no
4
5
6
Table 1: Keyword List of Topics

wl
7 Topic 1 Topic 2 Topic 3 Topic 4 Topic 5 Topic 6 Topic 7 Topic 8 Topic 9 Topic 10 Topic 11 Topic 12 Topic 13
8 1 care acting nurses teachers public job emotions service social stress emotional labour research

ed
9 2 professional surface analysis study women burnout emotion employees article health labor emotional findings
10

ge
3 interviews deep results teaching work emotional emotional study within workers positive work paper
11
12 4 support strategies data education may satisfaction display performance authors workplace negative ltd role

,M
13 5 experience related study students gender relationship rules customer paper high rights demands purpose
14 6 practice positively emotional teachers workers effect taylor employee experiences mental dissonance engagement implications
15

em
7 staff results scale research perform organizational francis customers new group different concept leadership
16
17 8 patients negative nursing teacher children study feelings frontline ways working reserved process literature
18 9 healthcare relationship used school power support use behavior cultural associated can consequences limited

ory
19 10 health psychological methods university available intelligence regulation employees can among level aspects theoretical
20
11 family exhaustion using development clients significant group perceived drawing occupational culture also model
21
22 12 experiences study questionnaire relationships abstract exhaustion perceptions implications researchers medical affect wellbeing training

an
23 13 qualitative examined factors online also effects required influence relations authors studies wiley theory
24 14 nursing negatively correlation personal however results order data affective symptoms based terms practical

dC
25
15 caring strategy level learning especially positive expression management forms factors process well organizations
26
16 experienced wellbeing significant role men turnover feeling hospitality argue association thus organisational future
27

om
28 17 professionals felt factor identity female survey genuine impact particular analysis individual can publishing
29 18 often resources among capital despite intention can show people age effects studies aims
30

mu
19 one positive resilience therefore many mediating informa industry field physical effort john management
31
20 skills daily levels china sector model manage effects practices control communication experience two
32
33

nic
34
35
36

ati
37
38

on
39
40
41
42
43 P a g e 23 | 31
http://mc.manuscriptcentral.com/lr
44
45
46
Glo GKMC Page 24 of 31

1
ba
lK
2
3 Table 2: Percentage Share of Documents in Topics

no
4
5 Topics No of Papers % of Paper
6 1 120 8.21%

wl
7 2 170 11.63%
8

ed
3 114 7.80%
9
10 4 94 6.43%

ge
11 5 166 11.35%
12
6 152 10.40%

,M
13
14 7 78 5.34%
15 8 133 9.10%

em
16 9 159 10.88%
17
18 10 72 4.92%

ory
19 11 50 3.42%
20 12 80 5.47%
21
13 74 5.06%
22

an
23 Grand Total 1462 100.00%
24

dC
25
26
27

om
28
29
30

mu
31
32
33

nic
34
35
36

ati
37
38

on
39
40
41
42
43 P a g e 24 | 31
http://mc.manuscriptcentral.com/lr
44
45
46
Glo
Page 25 of 31 GKMC

1
ba
lK
2
3 Table 3 : Abstract to Topic Probability

no
4
5 Abstracts V1 V2 V3 V4 V5 V6 V7 V8 V9 V10 V11 V12 V13
6 1 0.066468 0.047050 0.037341 0.173264 0.056759 0.037341 0.066468 0.076176 0.115011 0.076176 0.124720 0.085885 0.037341

wl
7 2 0.039082 0.063275 0.039082 0.039082 0.039082 0.127792 0.039082 0.160050 0.031017 0.103598 0.079404 0.063275 0.176179
8

ed
3 0.060355 0.068047 0.083432 0.044970 0.060355 0.075740 0.268047 0.037278 0.044970 0.052663 0.083432 0.060355 0.060355
9
10 4 0.061538 0.025983 0.043761 0.052650 0.123761 0.128205 0.034872 0.021538 0.030427 0.301538 0.079316 0.065983 0.030427

ge
11 5 0.072793 0.025813 0.045947 0.086216 0.066082 0.025813 0.059370 0.039236 0.247290 0.039236 0.173464 0.072793 0.045947
12 6 0.056116 0.056116 0.031526 0.220050 0.047919 0.072509 0.039723 0.047919 0.056116 0.039723 0.121690 0.056116 0.154477

,M
13 7 0.034872 0.270427 0.074872 0.181538 0.021538 0.052650 0.150427 0.021538 0.025983 0.021538 0.074872 0.039316 0.030427
14
8 0.037001 0.119279 0.024343 0.100292 0.030672 0.112950 0.030672 0.309153 0.030672 0.024343 0.043330 0.049659 0.087634
15

em
16 9 0.146450 0.075937 0.050296 0.075937 0.140039 0.024655 0.037475 0.063116 0.095168 0.075937 0.063116 0.107988 0.043886
17 10 0.141941 0.040751 0.165751 0.028846 0.052656 0.040751 0.112179 0.040751 0.058608 0.058608 0.130037 0.100275 0.028846
18

ory
19
20
21
22

an
23
24

dC
25
26
27

om
28
29
30

mu
31
32
33

nic
34
35
36

ati
37
38

on
39
40
41
42
43 P a g e 25 | 31
http://mc.manuscriptcentral.com/lr
44
45
46
Glo GKMC Page 26 of 31

1
ba
lK
2
3 Table 4 : WC & Year-Wise Publication of Topics

no
4
5
# of
Topics Keywords WordCloud Year wise Paper Distribution
6 Papers

wl
7 15
8 care

ed
10
9 professional
10 Topic1 interviews 120 5

ge
11 support 0
12

2022
2020
2018
2016
2014
2012
2010
2007
2005
2000
experience

,M
13
14
15 30
acting

em
16 20
17 surface
Topic2 deep 170 10
18

ory
19 strategies 0
20 related

22
20
18
16
14
12
10
08
21

20
20
20
20
20
20
20
20
22

an
23 20
24 nurses 15

dC
25 analysis 10
26 Topic3 results 114 5
27 data

om
0
28 study

2022

2020

2018

2016

2014

2012

2009
29
30

mu
31 20
32 teachers 15
33
study

nic
34 10
35 Topic4 teaching 94 5
36 education 0

ati
37 students

22
20
18
16
14
12
09
06
38

20
20
20
20
20
20
20
20
on
39
40
41
42
43 P a g e 26 | 31
http://mc.manuscriptcentral.com/lr
44
45
46
Glo
Page 27 of 31 GKMC

1
ba
lK
2
3 # of

no
4 Topics Keywords WordCloud Year wise Paper Distribution
5
Papers
6

wl
20
7 public 15
8 women

ed
10
9
Topic5 work 166 5
10
may

ge
11 0
12 gender

2022
2020
2018
2016
2014
2012
2010
2008
2006
2004
2001
,M
13
14
20
15 job

em
16 15
burnout
17 emotional 10
18 Topic6 152 5
satisfaction

ory
19
relationship 0
20

2022
2020
2018
2016
2014
2012
2010
2008
2001
21 effect
22

an
23 15
24 emotions

dC
25 emotion 10
26 emotional
Topic7 78 5
27 display

om
28 rules 0
29

2022
2020
2018
2016
2014
2012
2010
2007
2005
taylor
30

mu
31
32 20
service
33 15
employees

nic
34 10
study
35 Topic8 133 5
36 performance

ati
customer 0
37

2022
2020
2018
2016
2014
2012
2010
2008
2006
2004
2001
38 employee

on
39
40
41
42
43 P a g e 27 | 31
http://mc.manuscriptcentral.com/lr
44
45
46
Glo GKMC Page 28 of 31

1
ba
lK
2
3 # of

no
4 Topics Keywords WordCloud Year wise Paper Distribution
5
Papers
6

wl
20
7
social
15
8 article

ed
within 10
9
Topic9 159 5
10 authors

ge
11 paper 0
12

2022
2020
2018
2016
2014
2012
2010
2008
2006
2003
2001
experiences

,M
13
14
15
15 stress

em
16 health 10
17 workers
18 Topic 10 72 5
workplace

ory
19
high 0
20
21 mental

22
20
18
16
14
12
08
04
20
20
20
20
20
20
20
20
22

an
23 8
24 emotional

dC
6
25 labour
positive 4
26
Topic 11 50 2
27 negative

om
28 rights 0
29

2022
2020
2018
2016
2014
2012
2009
2007
2004
2000
dissonance
30

mu
31
32 10
labour 8
33 emotional

nic
34 6
work 4
35 Topic 12 80
36 ltd 2

ati
demands 0
37

2022
2020
2018
2016
2014
2012
2010
2008
2005
2003
2000
38 engagement

on
39
40
41
42
43 P a g e 28 | 31
http://mc.manuscriptcentral.com/lr
44
45
46
Glo
Page 29 of 31 GKMC

1
ba
lK
2
3 # of

no
4 Topics Keywords WordCloud Year wise Paper Distribution
5
Papers
6

wl
15
7
research
8 findings 10

ed
9 paper
Topic 13 74 5
10 role

ge
11 purpose 0
12 implications

22
20
18
16
13
11
09
06
,M
13

20
20
20
20
20
20
20
20
14
15

em
16
17
18

ory
19
20
21
22

an
23
24

dC
25
26
27

om
28
29
30

mu
31
32
33

nic
34
35
36

ati
37
38

on
39
40
41
42
43 P a g e 29 | 31
http://mc.manuscriptcentral.com/lr
44
45
46
Glo GKMC Page 30 of 31

1
ba
lK
2
3 Table 5: Topic Names

no
4
5
Topic Topic Name Keywords No. of papers
6 Topic-1 Emotional Labour in Care, professional, Interviews, Support, Experience, practice, staff, patients, 120

wl
7 Healthcare healthcare, health, family, experiences, qualitative, nursing, caring, experienced,
8 professionals, often, one, skills

ed
9 Topic-2 Emotional Labour Strategies Acting, Surface, Deep, Strategies, Related, positively, results, negative, relationship, 170
10 psychological, exhaustion, study, Examined

ge
11
12
Negatively, strategy, well-being, felt, resources, positive, daily
Topic-3 Psychological Wellbeing of Nurses, analysis, results, data, study, emotional, scale, nursing, used, methods, 114

,M
13
14 Nursing Workers Using, questionnaire, Factors, correlation, Level, significant, Factor, among,
15 Resilience, levels

em
16 Topic-4 Emotional Labour in Teachers, study, Teaching, Education, Students, teachers Research, teacher, School, 94
17 Education university Development, relationships, online, personal, Learning, role, identity,
18
capital, therefore, China

ory
19
20 Topic-5 Emotional Labour and Public, Women, Work, May, Gender, Workers, Perform, Children, Power, 166
21 Gender Available, Clients, Abstract, Also, However, Especially, Men, Female, Despite,
22 Many, Sector

an
23 Topic-6 Organizational Support and Job, Burnout, Emotional, Satisfaction, Relationship, Effect, Organizational, Study, 152
24 Emotional Labour Support, Intelligence, Significant, Exhaustion, Effects, Results, Positive, Turnover,

dC
25
26
Survey, Intention, Mediating, Model
27 Topic-7 Display Rules Emotions, Emotion, Emotional, Display, Rules, Taylor, Francis, Feelings, Use, 78

om
28 Regulation, Group, perceptions, Required, Order, Expression, Feeling, Genuine,
29 Can, Informa, Manage
30 Topic-8 Emotional Labour in Service, Employees, Study, Performance, Customer, Employee, Customers, 133

mu
31 Hospitality Frontline, Behaviour, Employees, Perceived, Implications, Influence, Data,
32
Management, Hospitality, Impact, Show, Industry, Effects
33

nic
34 Topic-9 Cultural Differences and Social, Article, Within, Authors, Paper, Experiences, New, Ways, Cultural, can, 159
35 Emotional Labour drawing, researchers, relations, affective, forms, argue, particular, people, field,
36 Practices

ati
37 Topic-10 Occupational Stress and Stress, Health, Workers, Workplace, High, Mental, Group, Working, Associated, 72
38 Mental Health Among, Occupational, Medical, Authors, Symptoms, Factors, Association,

on
39
Analysis, Age, Physical, Control
40
41
42
43 P a g e 30 | 31
http://mc.manuscriptcentral.com/lr
44
45
46
Glo
Page 31 of 31 GKMC

1
ba
lK
2
3 Topic Topic Name Keywords No. of papers

no
4
5 Topic-11 Emotional Labour & Emotional, Labour, Positive, Negative, Rights, Dissonance, Different, Reserved, 50
6 Emotional Dissonance Can, Level, Culture, Affect, Studies, Based,

wl
7 Process, Thus, Individual, Effects, Effort, Communication
8 Topic-12 Emotional Labour and Labour, Emotional, Work, Ltd, Demands, 80

ed
9 Employee Wellbeing Engagement, Concept, Process, Consequences, Aspects, Also, Well-being,
10 Wiley, Terms, Well, Organisational, Can, Studies, John, Experience,

ge
11
12 Topic-13 New Frontiers in Emotional Research, Findings, Paper, Role, Purpose, 74
Labour Implications, Leadership, Literature, Limited, Theoretical, Model, Training,

,M
13
14 Theory, Practical, Organizations, Future, Publishing, Aims, Management, Two
15

em
16
17
18

ory
19
20
21
22

an
23
24

dC
25
26
27

om
28
29
30

mu
31
32
33

nic
34
35
36

ati
37
38

on
39
40
41
42
43 P a g e 31 | 31
http://mc.manuscriptcentral.com/lr
44
45
46