Content and process approach to the job demands-resources model of emotional labour: A conceptual model

This article extends the job demands-resources model of emotional labour (EL) by distinguishing between the content and process aspects of job demands and job resources. Drawing on strategic human resource management literature, this article suggests that the manner in which organizations design and implement EL roles and human resource management initiatives will transmit ‘messages’ on the scope of job demands and resources. EL workers interpret these messages to make sense of the psychological meaning of their work and adopt EL strategies.