Nurses’ emotions, emotional labor, and job satisfaction

2019 ◽  
Vol 13 (1) ◽  
pp. 16-31
Author(s):  
Mikyoung Lee ◽  
Keum-Seong Jang
Keyword(s):  
Job Satisfaction ◽  
Emotional Labor ◽  
Emotional Experiences ◽  
Discrete Emotions ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose The purpose of this paper is to examine the relationships between emotional labor, emotions, and job satisfaction among nurses, and explore the mediating role of emotions in the relationship between emotional labor and job satisfaction. Design/methodology/approach A cross-sectional study was designed with 168 nurses in Korea. Structural equation modeling and path analysis were performed to analyze data. Findings Surface acting correlated positively with anxiety and frustration. Deep acting correlated positively with enjoyment and pride but correlated negatively with anxiety, anger and frustration. Enjoyment and pride correlated positively with job satisfaction; anger correlated negatively with job satisfaction. Deep acting correlated positively with job satisfaction, while surface acting did not show a significant relationship. Enjoyment, pride and anger mediated the relationship between deep acting and job satisfaction. Research limitations/implications This research expands empirical findings on nurses’ emotional experiences, by considering their discrete emotions rather than general affect. It is the first study to empirically examine the relationships between emotional labor, discrete emotions and job satisfaction, as well as the mediating role of emotions in the relationship between emotional labor and job satisfaction in the nursing field. The mediating role of emotions suggests that not only nurses and nurse managers but also hospital administrators should take nurses’ emotions into account to increase nurses’ well-being and their job satisfaction. Finally, differential influences of surface acting and deep acting on nurses’ emotional experiences and job satisfaction highlight the need for practical interventions to promote the use of deep acting among nurses. Originality/value This study confirms the mediating role of emotions in the relationship between emotional labor and job satisfaction in the nursing field. It encourages future research to pay greater attention to nurses’ emotions themselves along with emotional labor. Findings add an interdisciplinary aspect to research on nursing by assimilating psychological perspectives of emotion and emotion management research to this field.

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.

Customer response to employee emotional labor: the structural relationship between emotional labor, job satisfaction, and customer satisfaction

2015 ◽  
Vol 29 (1) ◽  
pp. 71-80 ◽  
Author(s):  
Won-Moo Hur ◽  
Tae-Won Moon ◽  
Yeon Sung Jung
Keyword(s):  
Job Satisfaction ◽  
Customer Satisfaction ◽  
Emotional Labor ◽  
Emotional Regulation ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
Employee Job Satisfaction ◽  
Regulation Strategies ◽  
The Relationship

Purpose – This study aims to extend emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor performed by the service worker affects customer satisfaction in a mediated way. Design/methodology/approach – Structural equation modeling analyses partially support for our hypotheses from 282 dyadic survey data [i.e. service interactions customers (seniors) and service employees (caregivers)] from a home caregiver firm in South Korea. Findings – The results of our study found that employee’s emotional regulation strategies of deep acting and surface acting differentially affect customer satisfaction, and that employee’s job satisfaction mediates the relationship between employee’s emotional regulation strategies and customer satisfaction. More specifically, the relationship between surface acting and customer satisfaction is fully mediated by employee’s job satisfaction, whereas the relationship between deep acting and customer satisfaction is partially mediated by employee’s job satisfaction. Originality/value – Our study is the first to provide an empirical test of how employee job satisfaction mediates the relationship between employee emotional labor and customer satisfaction in service interactions. This research sheds light on the crucial role of employee job satisfaction that can be an important consideration to boost service quality and customer satisfaction by facilitating employee emotional labor.

Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xiaojun Zhan ◽  
Wenhao Luo ◽  
Hanyu Ding ◽  
Yanghao Zhu ◽  
Yirong Guo
Keyword(s):  
Emotional Labor ◽  
Self Esteem ◽  
Service Climate ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
Service Employees ◽  
Customer Perception ◽  
The Relationship

PurposePrior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in triggering or reducing customer incivility. The purpose of the present study is to propose and test a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate.Design/methodology/approachBased on a matched sample consisting of 317 employee-customer dyads in China, multiple regression analysis and indirect effect tests were employed to test our model.FindingsThe study shows that employee surface acting is positively related to customer incivility, whereas deep acting is negatively associated with customer incivility. Moreover, customer self-esteem threat mediates the relationship between both types of emotional labor and customer incivility. Customer perception of service climate moderates the relationship between deep acting and customer self-esteem threat.Originality/valueThe current research broadens the antecedents of customer incivility from the employee perspective and sheds more light on the role of customer self-esteem in the interactions between employees and customers. It also demonstrates a complementary relationship between service climate and individual employees' emotional labor strategies, thereby expanding the existing understanding of the management of employees' emotional labor.

Role of burnout on job level, job satisfaction, and task performance

2017 ◽  
Vol 38 (5) ◽  
pp. 630-645 ◽  
Author(s):  
Won Ho Kim ◽  
Young-An Ra ◽  
Jong Gyu Park ◽  
Bora Kwon
Keyword(s):  
Job Satisfaction ◽  
Task Performance ◽  
Organizational Context ◽  
Content Type ◽  
Job Level ◽  
Mediating Role ◽  
Final Sample ◽  
The Relationship ◽  
And Task

Purpose The purpose of this paper is to examine the mediating role of burnout (i.e. exhaustion, cynicism, professional inefficacy) in the relationship between job level and job satisfaction as well as between job level and task performance. Design/methodology/approach The final sample included 342 Korean workers from selected companies. The authors employed the Hayes (2013) PROCESS tool for analyzing the data. Findings The results showed that all three subscales of burnout (i.e. exhaustion, cynicism, professional inefficacy) mediate the relationship between job level and job satisfaction. However, only two mediators (i.e. cynicism, professional inefficacy) indicated the mediating effects on the association between job level and task performance. Originality/value This research presented the role of burnout on the relationships between job level, job satisfaction, and task performance especially in South Korean organizational context. In addition to role of burnout, findings should prove helpful in improving job satisfaction and task performance. The authors provide implications and limitations of the findings.

Mapping the contours of fairness

2014 ◽  
Vol 1 (2) ◽  
pp. 191-204 ◽  
Author(s):  
Lilian Otaye ◽  
Wilson Wong
Keyword(s):  
Job Satisfaction ◽  
Factor Analysis ◽  
Regression Analysis ◽  
Turnover Intention ◽  
Content Type ◽  
Mediating Role ◽  
The Uk ◽  
The Relationship

Purpose – The purpose of this paper is to explore the contours of fairness by showing how different facets of fairness impact three important employee outcomes (job satisfaction, turnover intention and employer advocacy) and examining the mediating role of quality of management and leadership (through perceptions of both senior management and the quality of exchange with immediate supervisors) in attenuating negative impacts of unfairness on these outcomes. The study extends the concept of fairness beyond the traditional focus on organizational justice and models the mediating role of leadership on the relationship between (un)fairness and the three employee-level outcomes in a sample of employees representative of the UK workforce. Design/methodology/approach – Data were obtained from a nationally representative sample of 2,067 employees in the UK. Exploratory factor analysis and then confirmatory factor analysis is used to refine three unfairness factors and address their dimensionality of the unfairness scale and then multiple regression analysis is used to test a fairness-leadership-employee performance outcome model. Findings – Results of multiple regression analysis revealed that both trust in leadership and leader-member exchange partially mediate the relationship between organizational (un)fairness and job satisfaction, advocacy and turnover intention, respectively. Practical implications – The findings highlight the important role that leaders play in influencing the relationship between perception of unfairness and employee outcomes. This has implications for both theory and practice as it suggests that the pattern of inclusion that leaders create through the relationships that they develop with their followers has a significant impact on the relationship between unfairness and the work outcomes. They not only must manage traditional perceptions of justice, but also the assessments employees make about trust in management judgements and the perceived consequences of such judgements. Originality/value – In an environment where perceptions of unfairness are becoming both more endemic but also more complex, the study shows that both senior leaders and immediate supervisors have important agency in managing negative consequences. Through the measurement of satisfaction, turnover intention and employer advocacy it also provides potential links to link fairness into the engagement literature.

Does organizational justice affect turnover-intention in a developing country? The mediating role of job satisfaction and organizational commitment

2017 ◽  
Vol 36 (9) ◽  
pp. 1137-1148 ◽  
Author(s):  
Taghrid S. Suifan ◽  
Hannah Diab ◽  
Ayman Bahjat Abdallah
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Organizational Justice ◽  
Developing Country ◽  
Turnover Intention ◽  
Mediating Effect ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose The purpose of this paper is to investigate the effect of organizational justice on turnover-intention via the mediating influences of organizational commitment and job satisfaction. In addition, the study aims at incorporating all four facets of organizational justice (procedural, distributive, interpersonal and informational) in an attempt to test the model in a developing country context. Design/methodology/approach The study targeted employees in the airline industry working for airline companies currently operating in Jordan. A count of 323 questionnaires were directly distributed and completed and returned by employees yielding a response rate of 81 percent. Multiple regression analysis was used to test the hypotheses. Findings The results led to the acceptance of all hypotheses. Most importantly, it was confirmed that both organizational commitment and job satisfaction had a mediating effect on the relationship between organizational justice and turnover-intention. While job satisfaction fully mediated the relationship, organizational commitment only had a partially mediating effect. Originality/value The study took a step beyond the simple linear models typically used in the literature by proposing a more complex one that investigated the mediating role of job satisfaction and organizational commitment. Moreover, the researchers applied this model to a developing country setting in order to bridge the research gap.

scholarly journals THE MEDIATING ROLE OF LIFE SATISFACTION ON THE RELATIONSHIP BETWEEN EMOTIONAL LABOR BEHAVIORS AND DEPRESSION

2021 ◽  
Vol 9 (61) ◽  
Keyword(s):  
Life Satisfaction ◽  
Emotional Labor ◽  
Process Model ◽  
Underlying Mechanism ◽  
Surface Acting ◽  
Cabin Crew ◽  
Mediating Role ◽  
Mediator Role ◽  
The Relationship

The aim of the study is to investigate the mediator role of life satisfaction in the relationship between emotional labor behaviors and depression levels among flight cabin crew. Participants were consisted of 222 (183 women and 39 men) between the ages from 23 to 45 (M=28.75, SD=4.63). Mediation modeling was tested by the bootstrapping sampling method (PROCESS-Model 4) and the results demonstrated that life satisfaction mediated the relationship between emotional labor behaviors, particularly surface acting, deep acting and naturally felt emotion, and depression. The findings provide information to understand the underlying mechanism of depression among workers especially work in an emotional labor industry and promising implications to improve intervention programs within life satisfaction among flight cabin crew for airlines companies. Keywords: Emotional labor, emotional labor behaviors, life satisfaction, depression, flight cabin crew

scholarly journals Emotional Labor Strategies And Service Performance: The Mediating Role Of Employee Creativity

2013 ◽  
Vol 29 (5) ◽  
pp. 1583 ◽  
Author(s):  
Chao Liu ◽  
Xinmei Liu ◽  
Zizhen Geng
Keyword(s):  
Emotional Labor ◽  
Service Industry ◽  
Service Performance ◽  
Role Performance ◽  
Surface Acting ◽  
Employee Creativity ◽  
Deep Acting ◽  
Frontline Employee ◽  
Mediating Role

This paper theoretically and empirically investigates the effects of different emotional labor strategies on frontline employee creativity in the context of service industry, and it also studies the mediating role of frontline employee creativity in the relationships between frontline employees emotional labor strategies and the two aspects of customer service performance. Based on the data of 424 employeesupervisor dyads in China, the empirical results indicate that surface acting decreases employee creativity and extra role performance, while deep acting increases employee creativity, role-prescribed performance and extra role performance; employee creativity mediates both the negative influence of surface acting on extra role performance and the positive influences of deep acting on role-prescribed and extra role performances. The results have some theoretical and practical implications on service creativity and emotion management in service industry.

Emotional labor of customer service employees in China

2019 ◽  
Vol 10 (1) ◽  
pp. 2-16
Author(s):  
Yuyan Zhang ◽  
Alexandra Luong
Keyword(s):  
Job Satisfaction ◽  
Socioeconomic Status ◽  
Customer Service ◽  
Emotional Labor ◽  
Well Being ◽  
Surface Acting ◽  
Chinese Sample ◽  
Deep Acting ◽  
Content Type ◽  
Service Employees

Purpose The current study aims to examine the antecedents and outcomes of emotional labor strategies (i.e. surface acting and deep acting) among service employees in China. The study proposed employees’ perceived closeness with customers and customers’ socioeconomic status will predict deep acting and surface acting, respectively. It further examined the mediating role of emotional labor between perceived customer attributes and employee well-being (i.e. burnout and job satisfaction). Design/methodology/approach One hundred and one employees at a jewelry store in China completed a survey regarding their perceptions of customers, use of emotional labor and well-being (e.g. job satisfaction and burnout). Correlational and regression analyses were conducted to examine the predictors and outcomes of different emotional labor strategies. Findings Perceived closeness with the customer group predicted employees’ use of deep acting, whereas perceived customer socioeconomic status did not predict the use of surface acting. Deep acting was negatively related with burnout, whereas surface acting did not predict burnout. Deep acting mediated the relationship between perceived closeness with customers and burnout. Practical implications To maintain employee well-being, organizations can promote a service climate to enhance employees’ perceived relationship with customers. Originality/value The study specifies the interpersonal context in which employees use different emotional labor strategies; the perceived closeness with customers predicts less burnout via the use of more deep acting. This study also supplements the existing research on emotional labor based on a Chinese sample; deep acting predicts employee well-being.

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