The influences of abusive supervision on job satisfaction and mental health: the path through emotional labor

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
I-An Wang ◽  
Szu-Yin Lin ◽  
Yeong-Shyang Chen ◽  
Shou-Tsung Wu
Keyword(s):  
Mental Health ◽  
Job Satisfaction ◽  
Emotional Labor ◽  
Hospitality Industry ◽  
Abusive Supervision ◽  
Mediating Effects ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
Employee Job Satisfaction

PurposeThe purpose of the study is to empirically test and explore the influences of abusive supervision on subordinates' job satisfaction and mental health. Specifically, the authors focus on the mediation effects of emotional labor and compare the discrepancies between surface acting and deep acting.Design/methodology/approachTime-lagged data were obtained from 239 employees in the hospitality industry in Taiwan. The hypothesized model was tested using structural equation modeling with Mplus 7.4.FindingsResults showed that abusive supervision is not only negatively related to employees' job satisfaction and mental health but also positively associated with employee surface acting and negatively associated with deep acting. For mediating effects, surface acting mediates the relationships between abusive supervision and employee job satisfaction, while deep acting mediates the relationship between abusive supervision and mental health.Practical implicationsAbusive supervision is detrimental; it should be reduced in the workplace. Also, frontline employees can be provided with training programs to improve their deep acting strategies, which lead to better job satisfaction and mental health.Originality/valueThis research is among the first to examine the link between abusive supervision and both employee job satisfaction and mental health in the hospitality industry and extends the authors’ knowledge by demonstrating the mediating effects of surface acting and deep acting.

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.

From emotional labor to customer loyalty in hospitality

2019 ◽  
Vol 31 (9) ◽  
pp. 3742-3760
Author(s):  
Chung-Jen Wang
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Emotional Labor ◽  
Organizational Support ◽  
Self Efficacy ◽  
Perceived Organizational Support ◽  
Abusive Supervision ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type

Purpose The purpose of this study was based on the job demands -resources model (Bakker et al., 2004) and conservation of resources theory (Hobfoll, 1989) by using three levels of variables, namely, company (i.e., perceived organizational support), department (i.e., abusive supervision), and employee (i.e., deep acting, surface acting, and self-efficacy) levels, to investigate its interactions with contextual influences on service quality and its linkage with customer loyalty. Design/methodology/approach A three-level hierarchical linear model was examined in research settings by using a dyadic data set of 1,082 service employees and customers in international tourist hotels. Findings Findings revealed that deep acting relates positively to service quality, surface acting relates negatively to service quality, and service quality relates positively to customer loyalty. For the three-level interactions, the positive relationship between deep acting and service quality was strengthened by perceived organizational support (POS) and self-efficacy but weakened by abusive supervision. By contrast, the negative relationship between surface acting and service quality was mitigated by POS and self-efficacy but exacerbated by abusive supervision. Originality/value Given the importance of emotional labor research in the hospitality industry, the current study contributes to the areas of service quality and customer loyalty and suggests future directions for hospitality research.

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.

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.

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.

Learning to effectively manage your emotions: the impact of Emotional Intelligence (EI) in caring roles

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Smarty P. Mukundan ◽  
Dhanya M.
Keyword(s):  
Job Satisfaction ◽  
Health Care ◽  
Emotional Intelligence ◽  
Emotional Labor ◽  
Care Setting ◽  
Health Care Setting ◽  
Equation Modeling ◽  
Surface Acting ◽  
Employee Outcomes ◽  
Content Type

Purpose Psychological constructs like emotional labor, emotional intelligence etc. are gaining importance now to understand employee outcomes such as job satisfaction in a health care setting. The study aims to investigate the relationship between Surface Acting (SA) an emotional labor strategy, and Job satisfaction, and the moderating effect of Emotional intelligence (EI) among practicing nurses. Design/methodology/approach The authors collected data through self-reporting questionnaires administered to a sample of 141 nurses working in multi-specialty hospitals in a prominent city in India and analyzed using structural equation modeling. Findings A negative relationship was found between surface acting and job satisfaction but was found positive when EI was introduced as a moderator. Research limitations/implications The respondent population was females only and diversity in terms of gender was not obtained. Practical implications The study finds significant practical and theoretical contributions to the primary caregivers in a health care setting. It helps to understand the interplay of emotions in this job and use EI as an internal resource to mitigate the harmful effects of continued SA emotional labor strategy to job satisfaction. Social implications It gains a better understanding of the emotion-related parameters in the nursing profession and gives inputs to the community. It throws light on how internal resources can be used for better job satisfaction which in turn leads to better quality care in the health care industry. Originality/value Extant literature has been discussing SA as a negative strategy for positive employee outcomes, but the present study gives insights on how this can be mitigated by using EI as a resource.

scholarly journals The relationships between emotional labor and job-related variables

2014 ◽  
Vol 27 (4) ◽  
pp. 683-717
Author(s):  
MoonSook Kim ◽  
YeSil Kim ◽  
Soonmook Lee
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Turnover Intention ◽  
Analytic Study ◽  
Future Research ◽  
Surface Acting ◽  
Deep Acting ◽  
Criterion Variables

The purpose of this study is to meta-analyze the relationships between the emotional labor and job-related variables such as burnout, turnover intention, job satisfaction, and organizational commitment among Korean emotional workers. In total, there were 11835 employees from 43 studies that were meta-analysed in the present study using Hunter and Schmidt(2004)’s and Borenstein et al.(2009)’s procedures. It was revealed that emotional labors, depending on whether they were surface acting or deep acting, have different relationships with criterion variables. That is, the surface acting was positively related with emotional exhaustion, depersonalization, and turnover intention. In contrast, the deep acting was negatively related with emotional depersonalization and positively related with organizational commitment. It was revealed that professionality of service was a thoretical moderator and source of papers was a methodological moderator. Comparing with a meta-analytic study in Western literature, it was shown that deep acting strategy would bring desirable results to organizations in terms of the relationships between emotional labors and criterion variables such as burnout, job satisfaction, and organizational commitment. Lastly, implications and limitations of the study, and directions for future research were discussed.

Perceived customer participation and work engagement: the path through emotional labor

2016 ◽  
Vol 34 (7) ◽  
pp. 1009-1024 ◽  
Author(s):  
Jaewon Yoo
Keyword(s):  
Emotional Labor ◽  
Customer Participation ◽  
Insurance Companies ◽  
Frontline Employees ◽  
Perceived Fit ◽  
Surface Acting ◽  
Cross Sectional ◽  
Deep Acting ◽  
Content Type ◽  
Service Employees

Purpose The purpose of this paper is to examine how service employee’s perceived customer participation influences beneficial deep acting behaviors among service personnel while dampening the development of the less-beneficial surface acting, which subsequently affects service employees’ work engagement. Specifically, the current research explores how the personal factors of customer orientation (CO) and employee-customer fit interact with the customer participation to ultimately develop either surface – or deep-acting behaviors. Design/methodology/approach Data for the study were collected from a cross-sectional sample of retail bank and insurance companies in South Korea. Questionnaires were distributed to 750 frontline employees of several banks and insurance companies. Of these, 518 questionnaires were used for further analysis. Findings The results indicate that perceived customer participation exhibits the predicted negative influence on surface acting as well as the positive effect on deep acting. Using the hierarchical moderated regression approach, the interaction effect of customer participation and CO on the service employees’ surface acting was found. Finally, the positive moderating effect of employee’s perceived fit with customers in the relationship between perceived customer participation and employees’ deep acting was supported. Research limitations/implications First, the specific service sectors chosen for this study are retail banking and insurance. Furthermore, the study was conducted among the frontline employees of banks and insurance companies in South Korea. Second, the study used single-source data, which are prone to common method variance. While the survey instrument was structured carefully with this in mind and the results suggested that method bias may not have been an issue in this study, this problem can best be avoided by collecting data from multiple sources. Third, this study is limited by its cross-sectional approach. The cross-sectional nature of the present study does not allow causal inferences. Practical implications This study provides a practical implication for managers to understand the importance of customer participation for relieving the negative effects of employee emotional labor. From a practitioner standpoint, examining the relationship between customer participation and emotional labor is of great importance given the benefits and costs associated with managing customer participation. Thus, managers should magnify the positive effect of perceived customer participation on emotional labor by increasing frontline employees’ understanding of customer participation. Second, the finding that CO plays a more critical role in the reduction of surface acting has important managerial implications. The recruitment and selection of frontline employees should incorporate an assessment of the level of CO. The results of this study strongly suggest that service organizations can greatly benefit from hiring individuals with a higher CO for frontline positions because CO signals a better job-person fit. Originality/value The present study is the first to link employees’ perceived customer participation with their attempts at emotional labor at work and to study how those attempts lead to work engagement. This research also shows that understanding how service employees’ CO moderates the effects of customer participation on beneficial deep acting and on destructive surface acting is important in that emotional labor is a potential driver of customers’ emotional states and subsequent assessments of service interaction. A third contribution of this study is the use of a new concept, which will be called person-customer fit (PCF), to reflect employees’ perceived fit with customers. Although many researchers have investigated the relationship between customers and frontline employees, the research has primarily focussed on the employees’ perceived fit with their organization and members of the organization and overlooked the importance of PCF.

scholarly journals The effects of emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks

2019 ◽  
Vol 32 (3) ◽  
pp. 265-295
Author(s):  
SoonJeong Yang ◽  
DonHun Lee
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Emotional Labor ◽  
Job Burnout ◽  
Mediating Effect ◽  
Surface Acting ◽  
Deep Acting ◽  
Negative Effect ◽  
Positive Effect

The purpose of this study is to examine the moderated mediating effect of emotional intelligence on emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks. A total of 288 securities clerks were asked to complete the questionnaires and the data were analyzed using SPSS 23.0 and Mplus 7.0. The results were as follows. First, surface acting had no significant effect on job satisfaction. Seocond, deep acting had significantly positive effect on job satisfaction. Third, surface acting were found to have significantly positive effect on job burnout. Fourth, deep acting were found to have significantly negative effect on job burnout. Fifth, job burnout is shown to have significantly negative effect on job satisfaction. Sixth, a mediating model showed that an association between surface acting and deep acting and job satisfaction were partially mediated by job burnout. Seventh, emotional intelligence showed the moderated mediating effect of deep acting and job burnout on job satisfaction. Finally, the implications and limitation of the present study are discussed.

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