376 Chapter 10 Stressand Worker We-Beng Grzywacz and colleagues (2007)noted that work-family conflict research has focused almost exdusively on profes. sional,white adults.They examined work-family conflict in an immigrant Latino sample employed in the poultry- processing industry.Results indicated that immigrant Latinos experienced infre. quent work-family conflict,and there was little evidence that work-family conflict was associated with health in this sample. They noted that the results demonstrate how traditional models of work-family conflict need to be modified to reflect the needs and circumstances of diverse work- ers in the new global economy"(p.1119). Service ecupations often involve to heep customers happy. Flexible time schedules and child care are becoming increasingly important to working men and women in many different careers.For example,although one might not think that child care would be important to professional athletes,it is provided to members of several sports organizations,indluding professional race car drivers (NASCAR)and the men's and women's professional golf associations.Players in the Ladies'Professional Golf Association reported that the child-care program reduces their concerns about balancing work and family,thereby letting them concentrate on their work (Stewart.2002). Unfortunately,the average working parent is more likely than these athletes to experience work-family stress related to the lack of good child care.A 2001 study by the human resources firm Hewitt Associates found that only 10 percent of U.S.companies offered on-site or off-site child care and another 10 percent arranged for employee discounts at local child-care providers(Finnigan,2001).Thus,80 percent of the workers polled were on their own in terms of child care.It is reasonable to assume that a majority of them experi- enced work-family conflict at some time.The precipitating event is often an unexpected one.such as an illness or injury that prevents a child from attending school or day care. When that happens in a dual-income family.husband and wife are prone to experience a good deal of tension at the breakfast table as they decide who will stay home that day and assume the caregiver role.Notably,the policies of some organizations include illness of a child as an acceptable reason for a parent to take a sick day,whereas others do not. Emotional Labor Interest in the role of emotions in the workplace has increased rapidly over the past two decades.Emotions are important to consider because stress is,first and foremost,an emo- tional reaction.Emotional labor is the regulation of one's emotions to meet job or organi- zational demands(Grandey,Diefendorff,Rupp.2013).Emotional labor has been studied in many different occupations,induding police officers,waiters and waitresses,bill collec. and can be achieve uhwh装ing tors,salesclerks,bank tellers,and flight attendants.The study of emotional labor addresses the stress of managing emotions when jobs require that workers display only certain expres sions to clients or customers (Adelmann.1995).Workers can regulate their emotions Surface acting Emotional through surface acting and deep acting (Morris Feldman,1996).Surface acting consists Labor that consistsaf of managing or faking one's expressions or emotions.For example,waiters in fine restau- 4n4g傅rfaking ane3 rants report that they commonly display pleasant emotions while simultaneously hiding feelings of anger and frustration toward rude customers.Similarly.bill collectors are encour. aged to ignore their feelings of irritation and hostility toward uncooperative debtors and