Managerial Challenges of Emotional Labor Disruption: The COVID-19 Crisis in Mexico
The purpose of this article is to contribute to the knowledge of managing emotional labor during a crisis. The COVID-19 pandemic has been a disrupting event, particularly affecting frontline healthcare workers and their supervisors who faced pressures to manage emotions during their interactions wit...
Saved in:
| Published in | Review of public personnel administration Vol. 43; no. 3; pp. 411 - 429 |
|---|---|
| Main Authors | , , , |
| Format | Journal Article |
| Language | English |
| Published |
Los Angeles, CA
SAGE Publications
01.09.2023
SAGE PUBLICATIONS, INC |
| Subjects | |
| Online Access | Get full text |
Cover
Loading…
| Abstract | The purpose of this article is to contribute to the knowledge of managing emotional labor during a crisis. The COVID-19 pandemic has been a disrupting event, particularly affecting frontline healthcare workers and their supervisors who faced pressures to manage emotions during their interactions with patients. Emotional labor has been studied in emergencies; however, the case of Mexico offers insights into an understudied context and a long and singular crisis. Drawing from multi-level storytelling interviews with medical managers, physicians, and nurses in hospitals in different states of Mexico, this article argues that COVID-19 blurred relationships between performance and outcomes of emotional labor. As the organizational goal focused mainly on saving lives, some workers intensified and performed emotional labor innovatively, but others deviated from feeling rules. Managers’ role became crucial for employees to abide by affective requirements facing disruption. |
|---|---|
| AbstractList | The purpose of this article is to contribute to the knowledge of managing emotional labor during a crisis. The COVID-19 pandemic has been a disrupting event, particularly affecting frontline healthcare workers and their supervisors who faced pressures to manage emotions during their interactions with patients. Emotional labor has been studied in emergencies; however, the case of Mexico offers insights into an understudied context and a long and singular crisis. Drawing from multi-level storytelling interviews with medical managers, physicians, and nurses in hospitals in different states of Mexico, this article argues that COVID-19 blurred relationships between performance and outcomes of emotional labor. As the organizational goal focused mainly on saving lives, some workers intensified and performed emotional labor innovatively, but others deviated from feeling rules. Managers’ role became crucial for employees to abide by affective requirements facing disruption. |
| Author | Campos González, Sergio A. Pérez-Chiqués, Elizabeth Varela Castro, Samanta Meza, Oliver |
| Author_xml | – sequence: 1 givenname: Samanta orcidid: 0000-0002-4550-104X surname: Varela Castro fullname: Varela Castro, Samanta – sequence: 2 givenname: Elizabeth orcidid: 0000-0003-4432-718X surname: Pérez-Chiqués fullname: Pérez-Chiqués, Elizabeth – sequence: 3 givenname: Oliver surname: Meza fullname: Meza, Oliver – sequence: 4 givenname: Sergio A. surname: Campos González fullname: Campos González, Sergio A. |
| BookMark | eNp1kFFLwzAUhYNMcJv-AN8CPnfmJr1N65t0UwcbA5myt5J2yZbRNTPZQP-9LRN8EJ8u99xzDpdvQHqNazQht8BGAFLeMyliIWHFAVjSLnhB-oDII4nZqkf63T3qDFdkEMKOMeAxyj55natGbbS3qqb5VtW1bjY6UGfoZO-O1jWtPlOl83Rsgz8dOumBLrea5ov36TiCjObeBhuobehcf9rKXZNLo-qgb37mkLw9TZb5SzRbPE_zx1lUCeDHaC3SGNcGFUsVamRMKUgqLE3CscyQG11yFq8zEApZkkqJhsVZUqZlxjCFSgzJ3bn34N3HSYdjsXMn3z4cCt5WsxgTkbYuOLsq70Lw2hQHb_fKfxXAig5d8QddmxmdM6FF89v6f-AbrfdtnQ |
| CitedBy_id | crossref_primary_10_1108_F_02_2022_0032 crossref_primary_10_1002_pad_2014 crossref_primary_10_1177_00910260231207332 crossref_primary_10_1177_0734371X221149128 crossref_primary_10_1177_0734371X221095399 |
| Cites_doi | 10.1108/IJES-07-2012-0033 10.1080/07388940701860318 10.1007/978-3-030-24823-9 10.1111/gove.12476 10.3998/mpub.11924 10.1108/13620431211283788 10.15174/remap.v9i18.346 10.1002/job.252 10.1007/978-3-030-72680-5 10.1080/23303131.2020.1818157 10.2307/257991 10.4324/9780203100851 10.1515/jhsem-2013-0087 10.1046/j.1466-7657.2000.00046.x 10.1093/acrefore/9780190228637.013.1527 10.1080/09540962.2020.1831180 10.1177/0963721418812771 10.1515/jhsem-2014-0060 10.1525/9780520951853 10.1016/j.ijdrr.2017.10.020 10.1080/13876988.2020.1846993 10.1080/09518390902736512 10.2307/30040678 10.1146/annurev-orgpsych-032414-111400 10.1007/978-0-387-32353-4_2 10.1080/13876988.2020.1841561 |
| ContentType | Journal Article |
| Copyright | The Author(s) 2022 |
| Copyright_xml | – notice: The Author(s) 2022 |
| DBID | AAYXX CITATION 7UB |
| DOI | 10.1177/0734371X211060735 |
| DatabaseName | CrossRef Worldwide Political Science Abstracts |
| DatabaseTitle | CrossRef Worldwide Political Science Abstracts |
| DatabaseTitleList | CrossRef Worldwide Political Science Abstracts |
| DeliveryMethod | fulltext_linktorsrc |
| Discipline | Government |
| EISSN | 1552-759X |
| EndPage | 429 |
| ExternalDocumentID | 10_1177_0734371X211060735 10.1177_0734371X211060735 |
| GeographicLocations | Mexico |
| GeographicLocations_xml | – name: Mexico |
| GroupedDBID | -MK -TM -~X .2G .2L 01A 09Z 0R~ 123 18M 1XV 1~K 29P 31S 31V 31W 31X 4.4 54M 56W 5VS AABOD AACKU AADIR AADUE AAGGD AAJPV AAKTJ AAMFR AAMGE AANSI AAOYI AAPEO AAQDB AARIX AATAA AAWLO ABAWP ABCCA ABEIX ABFXH ABHQH ABKRH ABPNF ABQKF ABQPY ABQXT ABRHV ABYTW ACAEP ACDXX ACFUR ACFZE ACGFO ACGFS ACHQT ACLZU ACMJI ACNCT ACOFE ACOXC ACROE ACRYD ACSIQ ACTQU ACUFS ACUIR ADEIA ADINF ADPEE ADRRZ ADTOS ADUKL ADXQA AEGGN AEOBU AESMA AESZF AEUHG AEUIJ AEVPJ AEWDL AEWHI AEXNY AFEET AFKBI AFKRG AFMOU AFQAA AFUIA AGDVU AGKLV AGNHF AGNWV AHHFK AHWHD AIOMO AJUZI AKNUK ALFTD ALJHS ALMA_UNASSIGNED_HOLDINGS ALNCK ANDLU ARTOV ASPBG AUTPY AUVAJ AVWKF AYPQM AZFZN B8O B8S B8T B8Z BDZRT BKOMP BMVBW BPACV BYIEH CAG CBRKF CCGJY CEADM COF CS3 DD0 DD~ DG~ DOPDO DV7 DV8 EBS EJD FAC FAS FEDTE FHBDP FJW GROUPED_SAGE_PREMIER_JOURNAL_COLLECTION HF~ HVGLF HZ~ J8X JCYGO LGEZI LOTEE LPU M4V MS~ N9A NADUK NXXTH O9- OHT P.B P2P PQQKQ Q1R Q7O Q7P Q7X ROL RWL RXW S01 SBI SCNPE SFB SFC SFK SFT SGP SGU SGV SHB SHF SHM SPJ SPP SQCSI SSDHQ TAE TN5 U5U XOL YF5 ZCG ZPLXX ZPPRI ~32 AAYXX ACJER AEDXQ AEILP CITATION H13 7UB AGWNL |
| ID | FETCH-LOGICAL-c312t-d3845df5a08a5e500aa16c5bf625b952feb204d913a5068775f0496b8b90581c3 |
| ISSN | 0734-371X |
| IngestDate | Thu Oct 10 19:43:01 EDT 2024 Mon Sep 16 17:17:01 EDT 2024 Tue Jul 16 20:46:39 EDT 2024 |
| IsPeerReviewed | true |
| IsScholarly | true |
| Issue | 3 |
| Keywords | Mexico Covid-19 management emotional labor frontline workers |
| Language | English |
| LinkModel | OpenURL |
| MergedId | FETCHMERGED-LOGICAL-c312t-d3845df5a08a5e500aa16c5bf625b952feb204d913a5068775f0496b8b90581c3 |
| ORCID | 0000-0003-4432-718X 0000-0002-4550-104X |
| PQID | 2845045638 |
| PQPubID | 38215 |
| PageCount | 19 |
| ParticipantIDs | proquest_journals_2845045638 crossref_primary_10_1177_0734371X211060735 sage_journals_10_1177_0734371X211060735 |
| PublicationCentury | 2000 |
| PublicationDate | 20230900 2023-09-00 20230901 |
| PublicationDateYYYYMMDD | 2023-09-01 |
| PublicationDate_xml | – month: 9 year: 2023 text: 20230900 |
| PublicationDecade | 2020 |
| PublicationPlace | Los Angeles, CA |
| PublicationPlace_xml | – name: Los Angeles, CA – name: Columbia |
| PublicationTitle | Review of public personnel administration |
| PublicationYear | 2023 |
| Publisher | SAGE Publications SAGE PUBLICATIONS, INC |
| Publisher_xml | – name: SAGE Publications – name: SAGE PUBLICATIONS, INC |
| References | Costakis, Gruhlke, Su 2021; 45 Guy, Newman, Emel Ganapati 2013; 2 Grandey, Gabriel 2015; 2 Blau, Bentley, Eggerichs-Purcell 2012; 17 Meza, Pérez-Chiqués, Campos, Varela Castro 2021; 23 Grandey, Dickter, Sin 2004; 25 Agee 2009; 22 Pozniak 2020; 5 Kroll, Remington, Awasthi, Ganapati 2021; 34 Grandey 2003; 46 Mastracci 2015; 12 Rafaeli, Sutton 1987; 12 Mann, Islam 2015; 12 Levy 2008; 25 González Block, Reyes Morales, Hurtado, Balandrán, Méndez 2020; 22 Hendel, Fish, Aboudi 2000; 47 Mastracci, Adams 2019; 7 Campos, Varela Castro, Meza, Pérez-Chiqués 2020; 9 Grandey, Sayre 2019; 28 Mao, Fung, Hu, Loke 2018; 27 bibr11-0734371X211060735 Mastracci S. H. (bibr28-0734371X211060735) 2011 bibr14-0734371X211060735 bibr24-0734371X211060735 bibr37-0734371X211060735 bibr6-0734371X211060735 González Block M. Á. (bibr9-0734371X211060735) 2020; 22 bibr31-0734371X211060735 bibr19-0734371X211060735 bibr21-0734371X211060735 bibr1-0734371X211060735 bibr32-0734371X211060735 Campos S. A. (bibr4-0734371X211060735) 2020; 9 bibr12-0734371X211060735 bibr35-0734371X211060735 bibr22-0734371X211060735 bibr15-0734371X211060735 bibr18-0734371X211060735 bibr8-0734371X211060735 bibr25-0734371X211060735 bibr5-0734371X211060735 bibr2-0734371X211060735 Drennan L. T. (bibr7-0734371X211060735) 2015 bibr20-0734371X211060735 bibr30-0734371X211060735 bibr33-0734371X211060735 bibr36-0734371X211060735 Guy M. E. (bibr17-0734371X211060735) 2008 bibr16-0734371X211060735 bibr26-0734371X211060735 bibr29-0734371X211060735 bibr23-0734371X211060735 bibr3-0734371X211060735 bibr13-0734371X211060735 Pozniak R. (bibr34-0734371X211060735) 2020; 5 bibr10-0734371X211060735 Mastracci S. H. (bibr27-0734371X211060735) 2019; 7 |
| References_xml | – volume: 5 start-page: 2364 issue: 1 year: 2020 end-page: 8732 article-title: Affective labor within the local humanitarian workspace publication-title: Movements – Journal for Critical Migration and Border Regime Studies contributor: fullname: Pozniak – volume: 2 start-page: 323 year: 2015 end-page: 349 article-title: Emotional labor at a crossroads: Where do we go from here? publication-title: Annual Review of Organizational Psychology and Organizational Behavior contributor: fullname: Gabriel – volume: 47 start-page: 224 issue: 4 year: 2000 end-page: 231 article-title: Strategies used by hospital nurses to cope with a national crisis: A manager’s perspective publication-title: International Nursing Review contributor: fullname: Aboudi – volume: 25 start-page: 397 year: 2004 end-page: 418 article-title: The customer is not always right: Customer aggression and emotion regulation of service employees publication-title: Journal of Organizational Behavior contributor: fullname: Sin – volume: 22 start-page: 1 issue: 2 year: 2020 end-page: 222 article-title: Mexico: Health system review publication-title: Health systems in transition contributor: fullname: Méndez – volume: 46 start-page: 86 issue: 1 year: 2003 end-page: 96 article-title: When “The Show Must Go On”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery publication-title: Academy of Management Journal contributor: fullname: Grandey – volume: 12 start-page: 145 issue: 1 year: 2015 end-page: 168 article-title: The roles and involvement of local government human resource professionals in coastal cities emergency planning publication-title: Journal of Homeland Security and Emergency Management contributor: fullname: Islam – volume: 2 start-page: 6 issue: 1 year: 2013 end-page: 20 article-title: Managing emotions while managing crises publication-title: International Journal of Emergency Services contributor: fullname: Emel Ganapati – volume: 9 start-page: 4 issue: 18 year: 2020 end-page: 21 article-title: Gestión hospitalaria de la pandemia en la Ciudad de México. Un análisis desde el enfoque de burocracia a nivel de calle publication-title: Revista Mexicana de Análisis Político y Administración Pública contributor: fullname: Pérez-Chiqués – volume: 27 start-page: 602 year: 2018 end-page: 617 article-title: Psychological impacts of disaster on rescue workers: A review of the literature publication-title: International Journal of Disaster Risk Reduction contributor: fullname: Loke – volume: 23 start-page: 109 issue: 1 year: 2021 end-page: 119 article-title: Against the COVID-19 pandemic: Analyzing role changes of healthcare street-level bureaucrats in Mexico publication-title: Journal of Comparative Policy Analysis Research and Practice contributor: fullname: Varela Castro – volume: 12 start-page: 875 issue: 4 year: 2015 end-page: 889 article-title: Human resource management practices to support emotional labor in emergency response publication-title: Journal of Homeland Security and Emergency Management contributor: fullname: Mastracci – volume: 12 start-page: 23 issue: 1 year: 1987 end-page: 37 article-title: Expression of emotion as part of the work role publication-title: Academy of Management Review contributor: fullname: Sutton – volume: 17 start-page: 626 issue: 7 year: 2012 end-page: 645 article-title: Testing the impact of emotional labor on work exhaustion for three distinct emergency medical service (EMS) samples publication-title: Career Development International contributor: fullname: Eggerichs-Purcell – volume: 22 start-page: 431 issue: 4 year: 2009 end-page: 447 article-title: Developing qualitative research questions: A reflective process publication-title: International Journal of Qualitative Studies in Education contributor: fullname: Agee – volume: 34 start-page: 87 year: 2021 end-page: 106 article-title: Mitigating the negative effects of emotional labor: A study of disaster response and recovery workers after the 2010 Haiti earthquake publication-title: Governance contributor: fullname: Ganapati – volume: 28 start-page: 131 issue: 2 year: 2019 end-page: 137 article-title: Emotional labor: Regulating emotions for a wage publication-title: Current Directions in Psychological Science contributor: fullname: Sayre – volume: 45 start-page: 29 issue: 1 year: 2021 end-page: 48 article-title: Implications of emotional labor on work outcomes of service workers in not-for-profit human service organizations publication-title: Human Services Organizations Management Leadership & Governance contributor: fullname: Su – volume: 25 start-page: 1 year: 2008 end-page: 18 article-title: Case studies: Types, designs, and logics of inference publication-title: Conflict Management and Peace Science contributor: fullname: Levy – volume: 7 start-page: 5 issue: 3 year: 2019 end-page: 10 article-title: Emotional labor in emergency dispatch: Gauging effects of training protocols publication-title: Annals of Emergency Dispatch and Response contributor: fullname: Adams – volume: 7 start-page: 5 issue: 3 year: 2019 ident: bibr27-0734371X211060735 publication-title: Annals of Emergency Dispatch and Response contributor: fullname: Mastracci S. H. – ident: bibr16-0734371X211060735 doi: 10.1108/IJES-07-2012-0033 – ident: bibr23-0734371X211060735 doi: 10.1080/07388940701860318 – volume-title: Risk and crisis management in the public sector year: 2015 ident: bibr7-0734371X211060735 contributor: fullname: Drennan L. T. – ident: bibr15-0734371X211060735 doi: 10.1007/978-3-030-24823-9 – ident: bibr32-0734371X211060735 – ident: bibr22-0734371X211060735 doi: 10.1111/gove.12476 – ident: bibr29-0734371X211060735 doi: 10.3998/mpub.11924 – ident: bibr2-0734371X211060735 doi: 10.1108/13620431211283788 – volume: 9 start-page: 4 issue: 18 year: 2020 ident: bibr4-0734371X211060735 publication-title: Revista Mexicana de Análisis Político y Administración Pública doi: 10.15174/remap.v9i18.346 contributor: fullname: Campos S. A. – ident: bibr8-0734371X211060735 – volume-title: Emotional labor: Putting the service in public service year: 2008 ident: bibr17-0734371X211060735 contributor: fullname: Guy M. E. – ident: bibr37-0734371X211060735 – ident: bibr11-0734371X211060735 doi: 10.1002/job.252 – ident: bibr30-0734371X211060735 – ident: bibr3-0734371X211060735 doi: 10.1007/978-3-030-72680-5 – ident: bibr5-0734371X211060735 doi: 10.1080/23303131.2020.1818157 – ident: bibr36-0734371X211060735 doi: 10.2307/257991 – ident: bibr12-0734371X211060735 doi: 10.4324/9780203100851 – ident: bibr24-0734371X211060735 doi: 10.1515/jhsem-2013-0087 – ident: bibr18-0734371X211060735 doi: 10.1046/j.1466-7657.2000.00046.x – ident: bibr21-0734371X211060735 doi: 10.1093/acrefore/9780190228637.013.1527 – ident: bibr19-0734371X211060735 doi: 10.1080/09540962.2020.1831180 – volume: 5 start-page: 2364 issue: 1 year: 2020 ident: bibr34-0734371X211060735 publication-title: Movements – Journal for Critical Migration and Border Regime Studies contributor: fullname: Pozniak R. – ident: bibr14-0734371X211060735 doi: 10.1177/0963721418812771 – ident: bibr26-0734371X211060735 doi: 10.1515/jhsem-2014-0060 – ident: bibr20-0734371X211060735 doi: 10.1525/9780520951853 – ident: bibr25-0734371X211060735 doi: 10.1016/j.ijdrr.2017.10.020 – ident: bibr33-0734371X211060735 doi: 10.1080/13876988.2020.1846993 – ident: bibr1-0734371X211060735 doi: 10.1080/09518390902736512 – ident: bibr10-0734371X211060735 doi: 10.2307/30040678 – ident: bibr13-0734371X211060735 doi: 10.1146/annurev-orgpsych-032414-111400 – volume-title: Emotional labor and crisis response: Working on the razor’s edge year: 2011 ident: bibr28-0734371X211060735 contributor: fullname: Mastracci S. H. – volume: 22 start-page: 1 issue: 2 year: 2020 ident: bibr9-0734371X211060735 publication-title: Health systems in transition contributor: fullname: González Block M. Á. – ident: bibr35-0734371X211060735 doi: 10.1007/978-0-387-32353-4_2 – ident: bibr31-0734371X211060735 – ident: bibr6-0734371X211060735 doi: 10.1080/13876988.2020.1841561 |
| SSID | ssj0012457 |
| Score | 2.3790133 |
| Snippet | The purpose of this article is to contribute to the knowledge of managing emotional labor during a crisis. The COVID-19 pandemic has been a disrupting event,... |
| SourceID | proquest crossref sage |
| SourceType | Aggregation Database Publisher |
| StartPage | 411 |
| SubjectTerms | COVID-19 Crises Emergencies Emotions Hospitals Nurses Supervisors Workers |
| Title | Managerial Challenges of Emotional Labor Disruption: The COVID-19 Crisis in Mexico |
| URI | https://journals.sagepub.com/doi/full/10.1177/0734371X211060735 https://www.proquest.com/docview/2845045638 |
| Volume | 43 |
| hasFullText | 1 |
| inHoldings | 1 |
| isFullTextHit | |
| isPrint | |
| link | http://utb.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwnV1bb9MwFLZK97IXxFUUBvIDEhJVJie2c-GtKoOBNDambSpPlZ3EUKkkpRcJ9e_xxzi-JVlhEuMlykWxFZ8v5-5zEHoZsZgWqmBBAuIYDJScBCKVKiC54BnNSjDJ9N7hk0_x8SX7OOGTXu9XJ2tps5aH-fav-0r-h6pwD-iqd8negrLNoHADzoG-cAQKw_GfaGxzV0zfjbFvimJSM45scx7jpAYi6xqby83C53GYXnWnVx_eBmGm-3rpmiQzHbP5CbDoaqvnzb4WVw17YfTzqpwPxbWiu55sV0LvjRmOBTyorcP5O5CuYf1nNi6_LLfB-Nvsx8ZernbzyywEyq1RbE_nOnWkGyupV8P3dbU1L4dz6wIHnvd1Vg9Hh103RkSbPC3P7RLKgNuZ_jkgmBw35qD-82zSZde2qpODJe3wXua4thXjzDpS_pQQJkatZ9OTafM3hgveikOfArAjJZvcxdAXSN8d4g7ai5KM8z7aG305-3zSBLMiZgvO-i90wXVT92t3kOvqUWvzdNIMjeZzcQ_ddSYLHln83Ue9snqA9tsmzQ_ReQtE3AIR1wo3QMQGiLgF4hsMMMQehtjCEM8qbGH4CF2-O7oYHweuWUeQ0zBaBwVNGS8UFyQVvOSECBHGOZcKDGyZ8UiVMiKsyEIqOInTJOEKjNNYpjIjPA1z-hj1q7oqnyDMigIkcJLGjMMbLE8zGDJhSgqZqyInA_Tar9F0YWuyTG-kygAd-FWcul93NQWdjGtbhqYD9EqvbPvoxoGe3mbWZ2i_BfkB6q-Xm_I5aK9r-cKh4zfKdY6- |
| link.rule.ids | 315,786,790,27955,27956 |
| linkProvider | SAGE Publications |
| openUrl | ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&rfr_id=info%3Asid%2Fsummon.serialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=article&rft.atitle=Managerial+Challenges+of+Emotional+Labor+Disruption%3A+The+COVID-19+Crisis+in+Mexico&rft.jtitle=Review+of+public+personnel+administration&rft.au=Varela+Castro%2C+Samanta&rft.au=P%C3%A9rez-Chiqu%C3%A9s%2C+Elizabeth&rft.au=Meza%2C+Oliver&rft.au=Campos+Gonz%C3%A1lez%2C+Sergio+A.&rft.date=2023-09-01&rft.issn=0734-371X&rft.eissn=1552-759X&rft.volume=43&rft.issue=3&rft.spage=411&rft.epage=429&rft_id=info:doi/10.1177%2F0734371X211060735&rft.externalDBID=n%2Fa&rft.externalDocID=10_1177_0734371X211060735 |
| thumbnail_l | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/lc.gif&issn=0734-371X&client=summon |
| thumbnail_m | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/mc.gif&issn=0734-371X&client=summon |
| thumbnail_s | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/sc.gif&issn=0734-371X&client=summon |