| Abstract [eng] |
The primary goal of this thesis is to investigate the impact of a manager’s emotional manipulation on the relationship between trust in leader and employees’ emotional labor. Additionally, based on a comprehensive review of the scientific literature, it aims to present the conceptualizations of the study variables as described in various publications and conduct an empirical study. This thesis consists of four main sections: a review of the scientific literature, the methodology of the empirical study, an analysis of the quantitative research and its results, conclusions and recommendations. The literature review discusses definitions of emotional labor, its similarities and differences with emotional regulation, the consequences of emotional labor for employees' health, the essence and significance of trust in leader within an organization, and the concept and peculiarities of emotional manipulation in the workplace. The conducted empirical quantitative study, designed to examine the constructs of emotional manipulation, trust in leader, surface acting, deep acting, and the expression of naturally felt emotions, involved 401 respondents. The study identified the influence of demographic characteristics on the research variables using the SPSS software, performed structural equation modeling analysis using SmartPLS software. Relationships between trust in leader, surface acting, deep acting, expression of naturally felt emotions and emotional manipulation were found. One hypothesis was denied and other 5 were confirmed. The performed research revealed that strong employee trust in their manager leads to more frequent expression of naturally felt emotions. A positive relationship was also identified between trust in the manager and employees’ use of both deep and surface acting. The results of the moderator analysis indicate that a manager’s emotionally manipulative behavior influences the degree of trust employees place in their manager and the emotional labor strategy they choose to adopt when experiencing frequent emotional manipulation from their manager. The conclusions and recommendations summarize the key theories found in the scientific literature, the results obtained in the research, and their interpretations. The author asserts that the research findings may assist organizations where employees face emotional challenges, strong dissatisfaction with their work and manager, and lacks emotional safety to express their true feelings and thoughts. |
