Solving the Riddle of Emotional Labor: How Display Rules and Emotive Intensity Interact.

This article investigates how the intensity of authentic emotive expression, consistent with professional display rules, influences work outcomes among social workers in Taiwan. Using the circumplex model of affect, which categorizes emotions by valence and intensity, the study compares three positive emotions—enthusiasm (high intensity), empathy (medium intensity), and calmness (low intensity)—to assess their effects on organizational commitment and emotional exhaustion. Findings indicate that authentic expression of higher-intensity emotions, particularly enthusiasm, is associated with greater organizational commitment and reduced emotional exhaustion, while lower-intensity emotions like calmness show weaker or no significant effects. The study highlights emotive intensity as a key factor explaining mixed results in emotional labor research and suggests practical implications for training and supervision to enhance employee well-being by fostering authentic, intense emotional engagement aligned with professional norms.