Older and Less Deviant? The Paths Through Emotional Labor and Organizational Cynicism

2020 ◽  
Author(s):  
Yisheng Peng ◽  
Jie Ma ◽  
Wenqin Zhang ◽  
Steve Jex
Keyword(s):  
Age Differences ◽  
Emotional Labor ◽  
Workplace Deviance ◽  
Full Time ◽  
Surface Acting ◽  
Deep Acting ◽  
Diverse Workforce ◽  
Organizational Cynicism ◽  
The Relationship ◽  
Employee Age

Abstract Previous research suggests that workplace deviance, one of the most pressing problems for today’s organizations, tends to decline as employees age. However, little is known about the mechanisms underlying the age-deviance relationship. Using aggregated 5-day daily diary data in a sample of 158 Chinese full-time employees, the present study examined age differences in the use of emotional labor strategies (i.e., surface acting and deep acting) and how these age differences relate to employee workplace deviance via organizational cynicism. Results found that age was negatively related to the use of both surface acting and deep acting. Emotional labor strategies (i.e., surface acting and deep acting) and organizational cynicism serially mediated the relationship between employee age and workplace deviance. The current research deepens our understanding of the process by which employee age relates to workplace deviance. This study also has implications for the management of an increasingly age-diverse workforce and can guide future interventions aiming at reducing workplace deviance, an issue of increasing concern to both organizations and society in general.

Collateral Damage From the Show: Emotional Labor and Unethical Behavior

2017 ◽  
Vol 27 (4) ◽  
pp. 513-540 ◽  
Author(s):  
Michelle C. Hong ◽  
Christopher M. Barnes ◽  
Brent A. Scott
Keyword(s):  
Emotional Labor ◽  
Unethical Behavior ◽  
Full Time ◽  
Surface Acting ◽  
Perceived Fairness ◽  
Behavioral Ethics ◽  
Field Sample ◽  
Deep Acting ◽  
The Relationship ◽  
Effect Of Surface

ABSTRACT:We extend the behavioral ethics literature to examining emotional labor as an antecedent to unethical behavior. We hypothesize that surface acting is positively associated with unethical behavior. In contrast, we produce competing hypotheses for the relationship between deep acting and unethical behavior. In Study 1, with a field sample of 123 full-time employees, surface acting was positively associated with unethical behavior, and emotional inauthenticity explained some of this relationship. In contrast, deep acting was not associated with unethical behavior. In Study 2, with a field sample of 117 full-time employees, we replicated the effect of surface acting in Study 1 and found a positive relationship between deep acting and unethical behavior via emotional inauthenticity. In Study 3, using a two-wave design, we replicated the results in Study 2 and found perceived fairness strengthens the relationship between surface acting and unethical behavior through emotional inauthenticity.

A motivational approach to emotional labor: Examining the link between goal orientation and emotional labor strategies

2019 ◽  
pp. 1-21
Author(s):  
Mahsa Esmaeilikia ◽  
Markus Groth
Keyword(s):  
Goal Orientation ◽  
Emotional Labor ◽  
Self Efficacy ◽  
Goal Orientations ◽  
Full Time ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees ◽  
Mediating Role ◽  
Goal Orientation Theory

AbstractDrawing on goal orientation theory, in this study, we examine how an individual's motivational approach relates to the use of two common emotional labor strategies: surface acting and deep acting. In addition, we examine the role of self-efficacy as a mediating mechanism through which different goal orientations are related to different emotional labor strategies. To test our hypotheses, 262 U.S. full-time working adults from a variety of service occupations were surveyed. Consistent with the predictions of goal orientation theory, our results show that learning-oriented service employees tend to use deep acting, while performance-oriented service employees use both emotional labor strategies. Our findings also show that emotional labor self-efficacy plays a mediating role in the relationship between motivational approach and emotional labor strategy use.

Influence of leader and employee emotional labor on service performance: A hierarchical linear modeling approach

2017 ◽  
Vol 45 (8) ◽  
pp. 1233-1244 ◽  
Author(s):  
Xiu-Li Tang ◽  
Ying-Kang Gu ◽  
Lijuan Cui
Keyword(s):  
Hierarchical Linear Modeling ◽  
Emotional Labor ◽  
Service Performance ◽  
Surface Acting ◽  
Linear Modeling ◽  
Deep Acting ◽  
Labor Theory ◽  
Service Oriented ◽  
Leadership Context ◽  
The Relationship

Given the importance of emotional labor for service-oriented enterprises, it is highly valuable to explore how leader emotional labor affects the emotional labor strategy used by employees. This study was based on affective events theory and we used hierarchical linear modeling to explore cross-hierarchical relationships among leader emotional labor, employee emotional labor, and employee service performance. We tested the model with data from 534 employees and their immediate leaders working in 23 service-oriented enterprises in China. Results showed that leaders' surface acting positively influenced employees' surface acting, and leaders' deep acting positively influenced employees' deep acting and service performance. Employees' deep acting mediated the relationship between leaders' deep acting and employee service performance. Our findings enhance understanding of leader emotional labor and help to advance emotional labor theory in the leadership context.

scholarly journals Impact of Surface and Deep Acting Emotional Labor on Emotional Dissonance among Ambulatory Care Nurses

2020 ◽  
Vol 20 (3) ◽  
pp. 108-115
Author(s):  
Tae Rim Kang ◽  
Jeong Yun Park
Keyword(s):  
Ambulatory Care ◽  
Influencing Factors ◽  
Emotional Labor ◽  
Management Program ◽  
Surface Acting ◽  
Labor Management ◽  
Emotional Dissonance ◽  
Deep Acting ◽  
Multiple Regressions ◽  
The Relationship

Background: Ambulatory care represents the first point of contact between the patient and the hospital.Kindness is strongly emphasized for ambulatory care nurses in customer-centered medical services. The purpose of this study was to investigate the relationship among surface acting, deep acting, and emotional dissonance of emotional labor and to identify the influencing factors on emotional dissonance of ambulatory care nurses in a tertiary hospital.Methods: This study is a correlational study. The data was collected using emotional labor scales from 163 nurses in March 2017.Results: The surface acting, deep acting of emotional labor, and emotional dissonance were 3.71±0.69, 3.76±0.57, and 3.36±0.90 respectively in the ambulatory care nurses. The result of the multiple regressions indicates that surface (β=0.77,<i>P</i><0.001) and deep acting (β=0.12, <i>P</i>=0.009) of emotional labor predict 67.6% (F=188.99,<i>P</i><0.001) in emotional dissonance of ambulatory care nurses.Conclusions: To improve emotional dissonance for ambulatory care nurses, it is necessary to develop and utilize emotional labor management program and effective emotional labor management.

scholarly journals How Does Social Media Use Influence the Relationship Between Emotional Labor and Burnout?

2021 ◽  
Vol 29 (4) ◽  
pp. 32-52
Author(s):  
Taewoo Nam ◽  
Richard Kabutey
Keyword(s):  
Social Media ◽  
Emotional Labor ◽  
Media Use ◽  
Mediation Effect ◽  
Public Employees ◽  
Surface Acting ◽  
Online Questionnaire ◽  
Social Media Use ◽  
Deep Acting ◽  
The Relationship

This study used data from an online questionnaire survey of public employees in Ghana and examined the relationship between emotional labor (surface acting and deep acting) and burnout (emotional exhaustion), as well as the moderating-mediating effects of social media use on that relationship. Surface acting has been found to be a stronger predictor of burnout than deep acting. Social media use reinforces the influence of surface acting on burnout but does not moderate the relationship between deep acting and burnout. Social media use mediates the relationship between deep acting and burnout, whereas a mediation effect is not found between surface acting and burnout. These findings suggest that public agencies should develop strategies to decrease stress arising from emotional labor and understand the relationship between emotional labor and social media use.

scholarly journals Emotional labor strategy and job satisfaction: A Chinese perspective

2013 ◽  
Vol 41 (6) ◽  
pp. 933-938 ◽  
Author(s):  
Xuan Jiang ◽  
Zhou Jiang ◽  
Dong Soo Park
Keyword(s):  
Job Satisfaction ◽  
Emotional Labor ◽  
Job Characteristics ◽  
Moderating Effects ◽  
Surface Acting ◽  
Deep Acting ◽  
Chinese Perspective ◽  
The Relationship

We examined the relationship between emotional labor strategy (ELS) and job satisfaction (JS), and the moderating effects of job characteristics on this relationship, based on data collected from 291 supermarket employees. Results showed that the 2 types of ELS, surface acting and deep acting, were negatively and positively related to JS, respectively. In general, job characteristics were found to moderate the relationship between ELS and JS.

scholarly journals Emotional Labor in Health Care: The Moderating Roles of Personality and the Mediating Role of Sleep on Job Performance and Satisfaction

2020 ◽  
Vol 11 ◽  
Author(s):  
Shu-Chuan Jennifer Yeh ◽  
Shih-Hua Sarah Chen ◽  
Kuo-Shu Yuan ◽  
Willy Chou ◽  
Thomas T. H. Wan
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Personality Traits ◽  
Emotional Labor ◽  
Sleep Problems ◽  
Mediating Effect ◽  
Surface Acting ◽  
Deep Acting ◽  
Job Performance And Satisfaction ◽  
The Relationship

The objective of this study is to investigate the effects of emotional labor on job performance and satisfaction, as well as to examine the mediating effect of sleep problems and the moderating effects of personality traits. A time-lagged study was conducted on 864 health professionals. Scales for emotional labor, sleep, personality traits, and job satisfaction were used and job performance data was obtained from records maintained by human resources. Structural equation modeling was performed to investigate the relations. Sleep problems only partially mediated the relationship between surface acting and job satisfaction but completely mediated the relationship between surface acting and job performance. Several personality traits were shown to moderate the relationship between surface acting and sleep problems. The effects were stronger for people with low agreeableness and high neuroticism. The relationship between high levels of deep acting and low levels of sleep problems was more pronounced in individuals with low extraversion. Supervisors should be conscious of emotional labor in the work context and provide necessary deep acting training to facilitate emotional regulation.

The way you make me abuse: impression management matters

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yuan-Ling Chen ◽  
Ting Yi Chu
Keyword(s):  
Impression Management ◽  
Emotional Labor ◽  
Abusive Supervision ◽  
Surface Acting ◽  
Cross Sectional ◽  
Deep Acting ◽  
Content Type ◽  
Cross Sectional Design ◽  
Management Functions ◽  
The Relationship

PurposeDrawing on the perspectives of emotional labor, self-concept and impression management, this study presents two major findings: (1) employees' excessive reliance on impression management can bother supervisors, and (2) the effectiveness of impression management depends on how the management affects targets' attribution of characteristics to actors.Design/methodology/approachThe study uses a cross-sectional design and a sample of 259 employees to investigate the antecedents of abusive supervision and, in this regard, the potential mediating effects of impression management. Through Mplus analysis, the authors specifically show that deep acting and surface acting affect impression management and that impression management activates abusive supervision.FindingsEmotional labor is critical in triggering abusive supervision through impression management. The study specifically shows that impression management mediates two types of relationships: (1) the relationship between deep acting and abusive supervision, and (2) the relationship between surface acting and abusive supervision. The findings contribute to the abusive supervision literature by clarifying how impression management functions.Originality/valueThis study, by addressing how emotional labor is a potential antecedent of abusive supervision, reveals that impression management can be a mixed blessing, insofar as emotional labor can contribute to abusive supervision.

The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes

2015 ◽  
Vol 53 (3) ◽  
pp. 605-624 ◽  
Author(s):  
Won-Moo Hur ◽  
Su-Jin Han ◽  
Jeong-Ju Yoo ◽  
Tae Won Moon
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Emotional Labor ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
The Relationship

Purpose – The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and job-related outcomes (i.e. job satisfaction and job performance). Design/methodology/approach – Structural equation modeling analysis provided support for the hypotheses from a sample of 309 South Korean department store sales employees. Findings – The results revealed that surface acting had a negative effect, whereas deep acting had a positive effect on job satisfaction. In addition, the relationship between emotional labor strategies (i.e. surface acting and deep acting) and job performance was significantly mediated by job satisfaction. Finally, POS significantly moderated the relationship between surface acting and job satisfaction, as well as the relationship between deep acting and job performance. Originality/value – The findings of this study contributed to the literature by identifying the relationship between surface and deep acting on organizational outcomes (i.e. job satisfaction and job performance), especially in a collectivist society (i.e. South Korea). In addition, this study also confirmed the important role of POS based on the norm of reciprocity between an organization and its members.

The Mediating Role of Job Feedback in the Relationship Between Neuroticism and Emotional Labor

2012 ◽  
Vol 40 (4) ◽  
pp. 649-655 ◽  
Author(s):  
Jian An Zhong ◽  
Zhong-Liang Cao ◽  
Yuanyuan Huo ◽  
Ziguang Chen ◽  
Wing Lam
Keyword(s):  
Emotional Labor ◽  
Mediating Effect ◽  
Self Report ◽  
Future Research ◽  
Surface Acting ◽  
Cross Sectional ◽  
Deep Acting ◽  
Mediating Role ◽  
The Relationship

The associations between neuroticism, employees' preference of emotional labor strategies, and job feedback were investigated using a cross-sectional self-report questionnaire survey. The mediating effect of job feedback was tested using regression analysis with a sample of 168 nurses. Results showed that neuroticism was associated more with surface acting, and less with both deep acting and job feedback; job feedback fully mediated the relationship between neuroticism and deep acting. Implications and directions for future research and practices are suggested.

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