Asakti-Anasakti as mediator of emotional labor strategies & burnout: a study on ASHA workers.
Pandey, Jatin ; Singh, Manjari
In this study the authors borrow the concept of anasakti
(non-attachment) and asakti (attachment) from the Indian philosophy of
Anasakti Yoga to explain the relation between two emotional labor
strategies of surface and deep level acting and burnout for accredited
social health activists (ASHA workers or ASHAs).Emotional labor and
burnout are widely associated with jobs that involve high customer
interaction. Community health workers when interact with people have
similar work requirements. Asakti-Anasakti are regarded as bi-polar
emotional states wherein an individual high in asakti forms emotional
attachments more quickly as compared to a person who is high in
anasakti. Results from 116 ASHA workers bring forth that Asakti-Anasakti
mediates the relationship between emotional labor strategies and
burnout.
Introduction
The quality of the health care services delivered by community
health care workers depends on the interaction between the caregiver and
the caretaker similar to the service delivery in case of frontline
employees and customers (Berry, Zeithaml & Parasuraman, 1985;
Zeithaml, Bitner & Gremler, 2006). Customer is present at the time
of service creation and delivery, this is in contrast to a product rich
setting where a customer might not be present at the production site
(Berry et al., 1985). In service setting the emotions displayed by
employees have implications for customer satisfaction (Tan, Foo&
Kwek, 2004) and in successful service delivery, therefore, emotions
become an important factor in the health care service delivery.
Healthcare workers are in close proximity of people for delivering
healthcareservices; this makes their job rich in "people work"
and therefore emotionally taxing through the performance of emotional
labor (Maslach & Jackson, 1984). This close proximity also warrants
them to display and/or suppress specific emotions that are desired for
successful service delivery (Ashforth & Humphrey, 1993; Smollan,
2006). This tussle between felt and projected emotions gives rise to
emotional labor which is communicated by the strategies of surface level
acting and deep level acting (Brotheridge & Lee, 2003). The
emotional state of these health workers decides which strategies would
be used by them and, thus, will be associated with outcomes like
burnout.
Scholars have tried to find the relevance of Indian philosophical
thought in the domain of management e.g. congruence of Nyaya Sutras to
modem theories of management (Pandey & Singh, 2015a) and application
of Sankhya philosophy in managerial decision making (Pandey, Gupta &
Naqvi, 2016).We look into classical Indian texts for concepts and
constructs that could refine this relation. Asakti and anasakti are two
emotional determinants drawn from classical Indian philosophy of
Anasakti Yoga (Gandhi, 1946). Asakti can be loosely translated as
attachment and anasakti as non-attachment. We propose that asakti or
anasakti levels in an individual mediate the relation between emotional
labor strategies and burnout.
Emotional Labor
Emotional labor is the "process of regulating both feelings
and expressions for the organizational goals" (Grandey, 2003: 97).
It has also been referred to as "the process by which workers are
expected to manage their feelings in accordance with organizationally
defined rules and guidelines" (Wharton, 2009:147). Care and concern
that a nurse shows to patients and a doctor's interaction with
critical patients are examples of emotional labor in action. A bad mood,
bitter experience, personal loss, etc. should not ideally affect their
behavior with patients but, human emotions take its toll when there is a
tussle between perceived and projected emotions. This tussle gives rise
to the effort on their part to display desired emotions which can be
seen as emotional labor. Like a sculptor needs physical effort to carve
a stone similarly a community health worker needs psychological effort
to carve a positive image in the minds of the beneficiary.
ASHA Workers & Emotional Labor
Accredited social health activists (ASHAs or ASHA workers as they
are called in India) are community health workers instituted by the
Government of India's Ministry of Health and Family Welfare as a
part of the National Rural Health Mission. ASHA workers are indeed
augmentation to the existing human resources of healthcare workers to
reach villages (Paul et al., 2011; Reddy et al., 2011). By 31st March
2015, there were approximately 9,04,195 ASHA workers (National Rural
Health Mission, 2014). Selected from their villages and accountable to
their village they are women who are trained to work as an interface
between the community and the public health system. Their major job
roles are counselling women before, during and after delivery on health
practices and precautions and care of the young child(About Accredited
Social Health Activist (ASHA), 2014).
In the case of ASHA workers, the goal of the organization is the
betterment of people who are being served by these workers. The
beneficiaries of the health care services are either children or people
who are unwell; therefore, there is an expectation of the display of
appropriate emotions and the suppression of inappropriate emotional
displays (Smollan, 2006). Certain emotions that are expected from
community health workers like concern, empathy, etc. are vital, but
suppression of others like anger, irritation, etc. are also essential in
the interaction with sick people (Groth, Hennig-Thurau, & Walsh,
2009).
Emotional Labor Strategies
When emotional labor is expressed through deep acting employees
change their inner felt emotions to the ones that are required in the
job whereas in the case of surface acting inner feelings are not
disturbed (Grandey, 2003; Hochschild, 1983). In the service script
surface acting is more concerned with management of the visible aspects
of emotion like expression, tone etc. whereas in deep acting, employees
try to identify with the role (Zapf, Vogt, Seifert, Mertini & Isic,
1999). Empathy towards sick by an ASHA worker indicates deep acting
whereas just sympathy expressed through words indicate surface acting.
Burnout
Hochschild (1983) suggested that burnout is one of the outcomes
associated with the performance of emotional labor. It has become very
popular and well-known metaphor for human service workers like nurses
(Kristensen, Borritz, Villadsen, & Christensen, 2005). Recent
studies broaden this horizon to include other groups like managers,
students, etc. who are exposed to chronic stress (Rholetter, 2013).
Erickson and Ritter (2001) found that emotional labor acted as a
predictor of burnout. Researchers have used the meta-analytic technique
to estimate a positive relation between emotional labor and burnout(Bono
& Vey, 2005). These studies bring to light the importance of this
construct. Deep acting lead to fusion of self and work role which leads
to increment in the risk of burnout (Wharton, 1999).However, surface
acting does not entail fusion of self with work role therefore would not
result in burnout.
Emotional State& Emotional Labor
In case of service delivery, the emotional state of the service
provider (ASHA in our case) would have an enormous impact on the
strategy employed for putting in emotional labor. A study on leadership,
emotional labor and personality indicates that employees' openness
to experience weakens the relationship of deep acting to other
work-related outcomes (Wu & Hu, 2013). Neuroticism was associated
more with surface acting, and less with both deep acting and job
feedback whereas job feedback fully mediated the relationship between
neuroticism and deep acting (Hong et al., 2012). We see that the
individual's psychological make-up is made through her/ his
emotional states and this emotional state is a major interface when a
person interacts with others. We, therefore, propose a link between
emotional states arising out of asakti-anasakti and emotional labor
strategies.
Asakti-Anasakti: Theoretical Framework
Anasakti is a Sanskrit word which when loosely translated to
English would mean non-attachment and asakti would mean attachment.
Western psychology encompasses attachment to have a positive connotation
(Sahdra, Shaver & Brown, 2010) but in the Indian context a deeper
analysis brings in traits like non-attachment, equipoise, selfless duty
orientation, and effort in the absence of concern for the outcome into
the personal who is high on anasakti (Banth & Talwar, 2012).
Similarly non-attachment does not include ignorance, cruelty and
indifference (Ghosh, 2005). Indian spiritual tradition consider anasakti
as a personality variable (Shaw, 1995) . Also the relative stability of
the reflected characteristics that can be measured in terms of set of
attributes of these variables gives support for as akti-anasakti as
personality variables (Pande & Naidu, 1992). We consider asakti and
anasakti as emotional states that arise out of the personality make-up
of the individual.
[FIGURE 1 OMITTED]
Asakti-anasakti are regarded as bipolar points of an emotional
continuum (fig. 1). The characteristics change as one moves from one end
of the continuum to the other, mainly there exist a mixture of the two
poles in ambivalent behavior (Bhushan, 1996). Higher anasakti in a
person makes her/him accept situations without giving them negative
reaction. Anasakti reflects the constant state of mind that observes the
nature of events and remains unaffected (Banth & Talwar, 2012), it
is free from attachment as well as aversion i.e. it transcends both of
these states. It is not a state where desire or goals do not exist
(Agrawal & Jaiswal, 2013), and the individual is not able to perform
his/her job. The job is performed without the employee getting fixated
to the job process. In case of frontline employees, the plight of the
customer will not induce similar deep level emotions in the service
personnel but it would not inhibit from her/him to do her/his job as
well. Anasakti dominated person shows benevolence and broadmindedness
whereas asakti dominated individual is attracted towards people and
objects with expectations which often results in frustration and mental
problems (Bhushan & Jha, 2005).
Researchers have identified the characteristics of anasakti as
emotional equipoise in the face of success or failure, a relatively weak
concern for obtaining extrinsic rewards, and an intense effort to
achieve excellence (Banth & Talwar, 2012), emphasis on duty, absence
of hedonistic compulsions, attention control, present orientation, lack
of social approval/ comparison, non-attachment of material possession
(Naidu & Pande, 1990). High asakti can be identified with emotional
states of type A personality and positively correlated with insecurity,
depression, anxiety and hostility (Tripathi, Naidu, & Biswas, 1993).
In a nutshell anasakti deals with acceptance of ups and downs of life
without psychological dependency on any situation or outcome, it is the
key to happiness (Agrawal & Jaiswal, 2013).
[FIGURE 2 OMITTED]
Test for asakti-anasakti (TAA) is used to measure an
individual's asakti and anasakti levels in our study. A person
scoring high in this test is said to be more asakta or attached whereas
a lower score indicates anasakti or non-attachment. An attached
individual i.e. higher on asakti will form bonds more easily with
customers and use deep level acting to perform emotional labor whereas
an individual higher on anasakti will display emotional labor through
surface level acting and not get emotionally involved with customers.
Based on the discussion on emotional labor strategies and
asakti-anasakti framework we propose the following:
Hypothesis 1: TAA scores will mediate the relation between surface
acting and burnout
Hypothesis 2: TAA scores will mediate the relation between deep
acting and burnout.
The proposed model is given in fig.2.
Method Research Design & Participants
Initially, we conducted interviews to see if the jobs of ASHA
workers involved emotional labor. We found that their work did entail
emotional labor when they counselled people and especially when they
dealt with pregnant women. Many times the work these women do which is,
in fact, emotional work is unrewarded and unrecognized because of its
association with the domestic sphere of work, in effect women disappear
from view as emotional laborers (Bolton, 2009).We then designed a survey
instrument and personally administered the instrument to 125 women Asha
workers in villages in difficult geography (Ghanshala, Pant &
Pandey, 2013; Pandey & Singh, 2015b) of Almora district of
Uttarakhand, India. Since the respondents were Hindi speaking we needed
the questionnaire to be in Hindi. Test of Asakti-Anasakti is originally
in Hindi and was used as such. The items for surface and deep acting
were translated to Hindi by a bilingual, a back translation of these
measures in English was done, and it was found to be similar. After
slight changes in language, the Hindi questionnaire was given to two
experts for content validity and to 5 ASHA to interpret the items for
face validity.
We received 116 (92.8% response rate) usable questionnaires back
that were used in the analysis. ASHA stands for Accredited Social Health
Activist. These women are involved in the promotion of community health
services in rural India. Their work entails close connection with people
and counselling them on health issues. This involves close contact with
people and emotional commitment from the end of ASHA workers. The mean
age of the sample was 32.17 years with a standard deviation of 7 years.
All of them were married. 92(79.31%) of them had completed high school
or less, 21(18.1%) had completed intermediate, 3(.03%) had a agraduate
degree.
Measures
Established scales were used in the study with slight modification
and translation. Asakti-Anasakti was measured through the test of
Asakti-Anasakti (Bhushan & Jha, 2005). Test of Asakti-Anasakti (TAA)
measures attachment-non-attachment as bipolar personality disposition.
It has 40 items having high DP out of which 10 are negative (e.g.
"I am contended in all situations", "I like hearing my
praises"). The scale is anchored on 4 points (1 = Never, 4 =
Always).This test has shown to possess high reliability and predictive
and construct validity. Cronbach's Alpha was 0.95
Surface level and deep level acting was measured by the eight-item
measure of surface level and deep level acting developed by Grandey
(2003). The stimuli statement for this section read: "In order to
do your job effectively, how much do you do the following
behaviors?" Surface acting was measured through five items (e.g.
"Fake a good mood", "Just pretend to have the emotions I
need to display for my job") whereas deep acting was measured
through three items (e.g. "Work hard to feel the emotions that I
need to show to others").Cronbach's Alpha for surface acting
was 0.88 and for deep acting it was 0.79.
The measure of burnout was the contextualized version of the
Copenhagen Burnout Inventory (CBI). We used the work related burnout
measure from the inventory. Work related dimension has been defined as
"the degree of physical and psychological fatigue and exhaustion
that is perceived by the person as related to his/her
work"(Kristensen et al., 2005: 197). Work related dimension of
burnout had seven items (e.g. "is your work emotionally
exhausting?" "Do you feel that every working hour is tiring
for you?") Cronbach's Alpha was 0.90.
Analysis
To test the mediation effect regression analysis was conducted
using the Baron and Kenny's (1986) approach. Three regressions are
done to test each mediation. First, the independent variable (surface
acting/ deep acting) should predict the mediator (TAA scores). Second,
the independent variable should predict the outcome variable (Burnout).
Third, the mediator variable should predict the outcome when the initial
independent variable is included in the equation (Baron & Kenny,
1986).Before proceeding for regression analysis, we tested the data to
check their conformity to regression requirements.
Results
Table 1 presents the means, standard deviation, and zero-order
correlations for the study variables. Deep acting has higher mean value
= 4.31 and standard deviation 1.74 as compared to surface level acting
with mean value = 3.43 and standard deviation = 1.68. Burnout has a mean
value = 4.13 with standard deviation = 1.53. TAA scores had the highest
mean (102.75) and standard deviation (33.88).
All correlations are significant at p [greater than or equal to]
.001 level. Surface acting is negatively related to deep acting (r=
-0.360), burnout (r = -0.442) and TAA scores (r = -0.532).Deep acting is
positively related to TAA scores (R = 0.667andburnout (r = 0.474). TAA
score are positive related to burnout (r = 0.716)
Table 2 shows the regression analysis results to test mediation for
surface acting and burnout. To test all conditions of mediation three
regressions were evaluated. Model 1 first showed that surface acting had
a significant effect on burnout (F = 27.738,p < 0.001, b = 5.516,
[R.sup.2] = 0.196). Model 2 showed that surface acting had a significant
effect on TAA scores (F = 45.093, p < 0.001, b = -10.714, [R.sup.2] =
0.283). In Model 3 TAA score was added to surface acting. Our results
showed that TAA predicted burnout (F = 60.758, p < 0.001, b = 0.030,
[R.sup.2] = 0.518) and the effect of surface acting on burnout was not
significant. The results indicate that at a significance level of 0.001,
there is a complete mediation of TAA scores on the relationship between
surface acting and burnout.
Table 3 shows the regression analysis results to test mediation for
deep acting and burnout. To test all conditions of mediation three
regressions were evaluated. Model 1 first showed that deep acting had a
significant effect on burnout (F = 91.57, p < 0.001, b = 12.96,
[R.sup.2] = 0.445). Model 2 showed that deep acting had a significant
effect on TAA scores (F = 36.099, p < 0.001, b = 0.449, [R.sup.2] =
0.241). In Model 3 TAA score was added to deep acting. Our results
showed that TAA predicted burnout (F = 67.279, p < 0.001, b = 0.035,
[R.sup.2] = 0.551) and the effect of deep acting on burnout was not
significant. The results indicate that at a significance level of 0.001,
there is a complete mediation of TAA scores on the relationship between
deep acting and burnout. Sobel test was conducted to evaluate the
significance of the indirect effect of surface and deep acting on
burnout. The test showed that there is a mediation effect of TAA scores
in case of the relationship of surface acting with burnout (Sobel test:
Z = -5.29 p < 0.001) and deep acting and burnout (Sobel test: Z =
6.196, p < 0.001). Thus, the hypothesis 1 and 2 are supported.
Given the theoretical possibility that TAA scores might moderate
the effect of deep acting and surface acting on burnout, we tested for
the moderation effect. Following Baron and Kenny (1986), we found that
the interaction term was not significant in both cases of surface and
deep acting. The results did not support the moderation effect of TAA
scores on the effect of both deep acting and surface acting on burnout.
Discussion
The sample in this study has special significance due to the
characteristics of ASHA workers who are women, married/ divorced
community health care workers who do not possess high educational
qualification but still are critical to health care delivery for large
population. The results show that the levels of asakti-anasakti make-up
of an individual fully mediate the relationship between emotional labor
strategies and burnout. The positive relation between surface acting and
TAA scores show that surface acting is associated with higher anasakti
(non-attachment) whereas the negative relation of deep acting with TAA
scores indicates that it is associated with higher asakti (attachment).
The negative relation between TAA scores and burnout indicates that as
levels of the asakti rise in an individual so does burnout and this
relation is the inverse for anasakti.
Theoretical implications
Conservation of resources (COR) theory argues that building
rewarding social relations is the most important way that people can
(re)gain resources (Hobfoll, 1989). In our case ASHA workers are
presented with emotional demands of their work like displaying pleasant
behavior to pregnant women, listening and showing sympathy to the sick
etc. to which they deal with the expenditure of their resources (i.e.,
effort in performing surface and deep acting) in anticipation of
generating rewarding relationships.
Common relationships that involve exchange have built in emotions
to some degree. The social exchange process is thus laden with emotions.
Cultural normative approach to this exchange context that outlines the
type of emotions to be expressed in a situation in visible or public
manner (Lawler & Thye, 1999). In case of ASHA workers, it is the
display of emotions as done by nurses for patients form a reference.
According to social identity theory identification with role acts
as a moderator for effects of emotional labor; there is a simulation to
identify with the role by internal (psychological) and external
(organizational) pressures (Ashforth & Humphrey, 1993). In case of
ASHA workers deep acting leads to strong psychological identification
with their roles thus a high level of the asakti generation which in
turn leads them to burnout.
The fit between the person and work environment in service setting
is crucial as it affects work behavior and attitudes (Lauver &
Kristof-Brown, 2001). Theory of work adjustment links this
person-environment fit to important outcomes like satisfaction, tenure,
and career success (Bretz Jr & Judge, 1994), job involvement and
organizational commitment (Blau, 1987). A fit between the
employee's characteristic and those of work environment thus must
be in sync for the effective and efficient service delivery. In a
service setup the work demands for emotional labor must be supplied by
individuals capable in this exercise, therefore the choice of deep and
surface level acting must be dictated by work and hence there must be
conscious hiring strategies by firms to select those individuals who
possess the emotional make-up to display these emotional labor
strategies. TAA makeup can be an important factor to decide on the
recruitment and selection of these employees.
Managerial Implications
The recognition of the emotional nature of care that is imparted by
the ASHA workers constitutes a vital link to added professional
development and to tailor-made HRM for the care professions (Prins,
2008). It can be a tool for recruitment and proper training for
inculcating desired behavior and limiting undesired outcomes of
emotional labor, further training programs can be designed to alter the
emotional labor strategies to cater to organizational requirements.
Researchers state that hard educational criteria alone should not be the
basis for selection of ASHA workers and soft criteria like aptitude,
motivation, communication skills, leadership qualities, etc. must also
be taken into account (Bajpai & Dholakia, 2011). TAA can be a tool
for recruitment and proper training for inculcating desired behavior and
limiting undesired outcomes of emotional labor, further training
programs can be designed to alter the emotional labor strategies to
cater to organizational requirements. A well trained ASHA worker can
enhance the effectiveness and efficiency of the "Health care for
all" program. Further, the findings can be of utmost importance to
developing countries where community health workers could be the way
forward to expand the supply of health care services to weaker sections
of society.
Conclusion
The study brings forth the effect of a construct borrowed from
Indian philosophy to explain a construct predominantly generated by
western management thought. Asakti-Anasakti or the
attachment-non-attachment framework explained the two emotional labor
strategies of surface and deep acting. These findings have implications
for both theory and practice. On theoretical arena it highlights the use
of Indian constructs in management arena to aid and assist in theory
building whereas on a practical front it shows use of tests like TAA to
being helpful in explaining the relation between emotional labor
strategies and burnout. The present work also points to theoretical
anchors upon which further researches can be built upon thus there is
ample scope for eastern doors to offer insights from western windows
(Sharma, 1996). The limitations of this study can be mitigated by a
larger sample across countries comprising different professions. Further
male community health care workers can be included for better
generalization.
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Table 1 Mean, Standard Deviation, Cronbach's Alpha
and Zero-Order Correlation among Variables
Mean SD Deep Acting
Deep Acting 4.30 1.744 (0.789)
Surface Acting 3.43 1.827 -0.360 ***
Burnout 4.13 1.534 0.474 ***
TAA Scores 0.667 ***
Surface Acting Burnout TAA Scores
Deep Acting
Surface Acting (0.878)
Burnout -0.442 *** (0.90)
TAA Scores -0.532 ** 0.716 *** (0.95)
N=116 *** p<.001, ** p< 0.01, SD=standard
deviation, Cronbach's alpha in parenthesis
Table 2 Results of Regression Analysis for Mediation Test for Surface
Acting.
Model 1 Model 2 Model 3
TAA scores Burnout Burnout
[R.sup.2] 0.283 *** 0.196 *** 0.518 ***
Independent Variable
Surface Acting -10.714 *** -0.403 *** -0.077 (n.s.)
Mediator Variable
TAA Scores 0.030 ***
F 45.09 *** 27.73 *** 75.51 ***
Standardized beta weights are shown. n.s.: not significant *** p<.001
Table 3 Results of Regression Analysis for Mediation Test
for Deep Acting.
Model 1 Model 2 Model 3
TAA scores Burnout Burnout
[R.sup.2] 0.445 *** 0.225 *** 0.551 ***
Independent Variable
Deep Acting 12.964 *** 0.417 *** -0.006 (n.s.)
Mediator Variable
TAA Scores 0.033 ***
F 91.571 *** 33.08 *** 59.51 ***
Standardized beta weights are shown. n.s.: not significant *** p<.001