Relationship between Emotional Labor and Customer Orientation among Airline Service Employees: Mediating Role of Depersonalization

2017 ◽  
Vol 57 (3) ◽  
pp. 324-341 ◽  
Author(s):  
JungHoon (Jay) Lee ◽  
Chihyung “Michael” Ok ◽  
Seung-Hoon Lee ◽  
Choong-Ki Lee
Keyword(s):  
Emotional Labor ◽  
Call Center ◽  
Structural Equation ◽  
Customer Orientation ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Surface Acting ◽  
Mediating Role ◽  
Service Staff

Drawing on Hobfoll’s conservation of resources theory and Maslach’s burnout theory, this study proposed and tested a conceptual model depicting relationships among the two forms of emotional labor strategies, depersonalization and customer orientation (CO). The model also examined the mediating role of depersonalization in the relationship between emotional labor and CO. Multigroup analyses were conducted to examine moderating effects of job position and job responsibility. Data obtained from cabin crews, airport service staff, and call center representatives working for an airline company in Korea were used to gauge these relationships. Results of structural equation modeling revealed that deep acting affects CO positively while surface acting affects CO negatively. The results further suggest that these relationships are mediated by both reduced and increased depersonalization, and the strength of the direct relationships may differ by employee position and area of service work. Theoretical and management implications are discussed based on the findings.

Customer-Related Social Stressors and Emotional Exhaustion: The Mediating Role of Surface and Deep Acting

2010 ◽  
Vol 38 (10) ◽  
pp. 1359-1366 ◽  
Author(s):  
Guoping Song ◽  
Haihua Liu
Keyword(s):  
Emotional Exhaustion ◽  
Call Center ◽  
Structural Equation ◽  
Equation Modeling ◽  
Surface Acting ◽  
Social Stressors ◽  
Deep Acting ◽  
Customer Expectation ◽  
The Relationship

The role of surface acting and deep acting in mediating the relationship between customer-related social stressors (CSS) and emotional exhaustion were examined in this study. Employees (N = 310) working in the call-center industry were surveyed. Data were analyzed using structural equation modeling. Results showed that two CSS components; disproportionate customer expectation and customer verbal aggression, were positively related to emotional exhaustion, and that surface acting fully mediated the relationship between disproportionate customer expectation and emotional exhaustion. Both theoretical and practical implications are discussed.

scholarly journals Effects of Selected Positive Resources on Hospitality Service Quality: The Mediating Role of Work Engagement

2019 ◽  
Vol 11 (8) ◽  
pp. 2320 ◽  
Author(s):  
Wang ◽  
Tseng
Keyword(s):  
Service Quality ◽  
Work Engagement ◽  
Structural Equation ◽  
High Performance ◽  
Equation Modeling ◽  
Conservation Of Resources ◽  
Frontline Employees ◽  
Mediating Role ◽  
Antecedents And Consequences

This paper aims to investigate the mediating role of work engagement for the effects of deep acting, S, and self-efficacy on service quality under the conservation of resources (COR) theory and the job demands–resources (JD-R) model. Questionnaires were rigorously distributed by stratified random sampling. Data were collected from hospitality frontline employees (HFLEs) of hotels and restaurants in Taiwan during a period of two months. Structural equation modeling analyses were conducted to assess the data. Empirical results demonstrated work engagement is a significant mediator, enriching the antecedents and consequences of work engagement in hospitality literature. The findings suggest hospitality practitioners should consider a high-performance work system (HPWS) as an employee management tactic to implement sustainable human resource management (HRM). This practice can augment hospitality frontline employees’ willingness to stay in organizations in the long term and to maintain a satisfying service quality.

The Role of Career Self-Efficacy on the Effect of Parental Career Behaviors on Career Exploration: A Study on School of Tourism and Hotel Management’ Students

2016 ◽  
Vol 3 (1) ◽  
pp. 143 ◽  
Author(s):  
Selahattin Kanten ◽  
Pelin Kanten ◽  
Murat Yeşiltaş
Keyword(s):  
Undergraduate Students ◽  
Self Efficacy ◽  
Structural Equation ◽  
Career Exploration ◽  
Equation Modeling ◽  
Survey Method ◽  
Hotel Management ◽  
Mediating Role ◽  
The Impact

This study aims to investigate the impact of parental career behaviors on undergraduate student’s career exploration and the mediating role of career self-efficacy. In the literature it is suggested that some social and individual factors facilitate students’ career exploration. Therefore, parental career behaviors and career self-efficacy is considered as predictors of student’s career exploration attitudes within the scope of the study. In this respect, data which are collected from 405 undergraduate students having an education on tourism and hotel management field by the survey method are analyzed by using the structural equation modeling. The results of the study indicate that parental career behaviors which are addressed support; interference and lack of engagement have a significant effect on student’s career exploration behaviors such as intended-systematic exploration, environment exploration and self-exploration. In addition, it has been found that one of the dimensions of parental career behaviors addressed as a lack of engagement has a significant effect on career self-efficacy levels of students. However, research results indicate that student’s career self-efficacy has a significant effect on only the self-exploration dimension. On the other hand, career self-efficacy has a partial mediating role between lack of engagement attitudes of parents and career exploration behaviors of students.

Gender and Organizational Conflict Management: The Mediating Role of Personality

2018 ◽  
Author(s):  
Maciej Kościelniak ◽  
Jarosław Piotrowski ◽  
Magdalena Żemojtel-Piotrowska
Keyword(s):  
Conflict Management ◽  
Personality Traits ◽  
Structural Equation ◽  
Online Survey ◽  
Conflict Behavior ◽  
Equation Modeling ◽  
Conflict Management Styles ◽  
Mediating Role ◽  
Big Five Model

Many authors examined the interplay between gender and conflict management preferences, but those findings were often mixed and inconsistent. In the current paper we tried to explain those inconsistencies by investigating the mediating role of personality for the relationship of gender and conflict management. Rahim's inventory was used for identifying five conflict management styles, and Big Five Model theory was a base for assessing participants' personality traits. Data were collected from a sample of 1,055 working Poles (52.7% women), in an online survey. Based on the structural equation modeling we detected multiple indirect mediating paths of gender on conflict management via personality traits, while no direct effect of gender was observed. Despite some limitations, the study sheds light on the actual role of gender in conflict behavior and the importance of personality traits in the conflict management, both from a theoretical and practical perspective.

scholarly journals Paternalistic Leadership and Innovative Behavior: Psychological Empowerment as a Mediator

2019 ◽  
Vol 11 (6) ◽  
pp. 1770 ◽  
Author(s):  
Alisher Dedahanov ◽  
Faridun Bozorov ◽  
Sanghyun Sung
Keyword(s):  
Leadership Styles ◽  
Structural Equation ◽  
Equation Modeling ◽  
Manufacturing Companies ◽  
Innovative Behavior ◽  
Paternalistic Leadership ◽  
Authoritarian Leadership ◽  
Mediating Role ◽  
Benevolent Leadership

Purpose: The aim of this study is to examine the mediating role of empowerment on the relationship between paternalistic leadership styles such as benevolent, moral, and authoritarian and employee innovative behavior. Design/methodology/approach: The data were collected from 390 employees of manufacturing companies in the Republic of Korea. To assess the validity of hypotheses we used a structural equation modeling procedure. Findings: The findings suggest that empowerment mediates the relationships among moral and authoritarian leadership styles and employee innovative behavior. However, results indicate that employee innovative behavior does not mediate the associations between benevolent leadership style and employee innovative behavior. Originality/value: Our work is the first to investigate the mediating role of empowerment on the link between paternalistic leadership styles such as benevolent, moral, and authoritarian and employee innovative behavior.

How can organizations foster job crafting behaviors and thriving at work?

2020 ◽  
pp. 1-18
Author(s):  
Sari Mansour ◽  
Diane-Gabrielle Tremblay
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Job Demands ◽  
Social Resources ◽  
Job Crafting ◽  
Equation Modeling ◽  
Bootstrap Analysis ◽  
Mediating Role ◽  
Thriving At Work

Abstract This study investigates whether the perceived opportunity to craft (POC) is related to job crafting (JC) strategies and whether these strategies are related to thriving at work, in terms of both vitality and learning. It aims to verify the mediating role of JC between POC and thriving. Data were collected from 424 accounting professionals in Canada. The structural equation modeling based on bootstrap analysis was used to test mediation. The results indicate that POC is positively related to increasing structural and social resources and challenging job demands and negatively to decreasing hindering job demands. They reveal that increasing structural and social resources enhances learning and mediates the relation between POC and vitality and learning, as do challenging job demands, whereas decreasing hindering job demands does not. This study is one of the first to confirm that POC influences vitality and learning via JC behaviors as mediators.

Individual differences and emotional labor: the effects of core self-evaluations on depersonalization

2021 ◽  
pp. 1-20
Author(s):  
Lucas Pujol-Cols ◽  
Guillermo E. Dabos ◽  
Mariana Lazzaro-Salazar
Keyword(s):  
Emotional Labor ◽  
Structural Equation ◽  
Vital Role ◽  
Equation Modeling ◽  
Emotional Dissonance ◽  
Modeling Analysis ◽  
Emotional Aspects ◽  
Emotional Demands ◽  
Core Self

Abstract This paper examines the role of core self-evaluations (CSEs) in the relationships among emotional demands, emotional dissonance, and depersonalization. Data were collected from a non-random sample of 423 teachers who worked in primary, secondary, and higher education institutions. Results from structural equation modeling analysis showed that CSEs displayed both direct and indirect effects on depersonalization through employees' perceptions and reactions to emotional labor. Specifically, those individuals with more positive CSEs tended to perceive the emotional aspects of their job as less demanding, thus being less likely to experience emotional dissonance and, in turn, depersonalization. This research demonstrated that CSEs play a vital role in explaining employees' reactions to emotional labor and, therefore, their effects should be properly accounted for in future studies. Implications for practice and future lines of research are discussed in this paper.

Satisfaction and Performance of the International Faculty: To What Extent Emotional Reactions and Conflict Matter?

SAGE Open ◽  
2021 ◽  
Vol 11 (3) ◽  
pp. 215824402110305
Author(s):  
Majid Ghasemy ◽  
Farhah Muhammad ◽  
Jamshid Jamali ◽  
José Luis Roldán
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Structural Equation ◽  
Interpersonal Conflict ◽  
Emotional Reactions ◽  
Equation Modeling ◽  
Affective States ◽  
International Faculty ◽  
Mediating Role

Guided by affective events theory (AET), our inquiry aims at examining the relationships among affective work events, affective states, affect-driven behaviors, and attitudes of international faculty working in the Malaysian institutions of higher learning. Specifically, the impacts of interpersonal conflict, as a work event, on international faculty’s affective states were in focus. In addition, the mediating role of job performance, as an affect-driven behavior, on the relationship between affective states and job satisfaction, as an attitude, was examined. Data were collected from 152 respondents and partial least squares structural equation modeling (PLS-SEM) was applied to estimate the proposed theoretical model. Our model was examined from an explanatory-predictive perspective and exhibited a high level of out-of-sample predictive power. In addition, the results of the analysis highlighted the role of interpersonal conflict in causing affective states and affective states in causing job satisfaction. However, empirical evidence was not provided for the mediating role of job performance within the proposed model. Finally, given the fluctuating nature of the affective states, a robustness check verified the nonlinear relationship between positive affect and job performance. Implications of the findings, limitations, and recommendations were elaborated.

A strategy tripod perspective on merger effectiveness in the higher education industry: the mediating role of future foresight

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Zahraa Sameer Sajwani ◽  
Joe Hazzam ◽  
Abdelmounaim Lahrech ◽  
Muna Alnuaimi
Keyword(s):  
Higher Education ◽  
Structural Equation ◽  
Government Support ◽  
Equation Modeling ◽  
Survey Method ◽  
Content Type ◽  
Mediating Role ◽  
Education Industry ◽  
Higher Education Industry

PurposeThe purpose of the study is to investigate the role of the strategy tripod premises, mediated by future foresight and its effect on merger effectiveness in the higher education industry.Design/methodology/approachA quantitative survey method was implemented, with the data provided by senior managers of 14 universities that went through a merger from the years 2013–2016. The proposed model was tested using partial least squares (PLS) of structural equation modeling (SEM).FindingsThe results indicate that government support, competitive intensity and knowledge creation capability relate positivity to merger effectiveness, and these relationships are mediated by future foresight competence.Originality/valueThe study provides a better understanding of merger effectiveness in the higher education industry by identifying the role of future foresight competence in the application of strategy tripod and its contribution on merger effectiveness. Results indicate that future foresight competence contributes to the merger effectiveness and enables the effective implementation of the strategy tripod dimensions in higher education mergers.

Iranian Coaches Forgiveness and Relationship Quality to Their Athletes

2021 ◽  
pp. 1-8
Author(s):  
Hassan Gharayagh Zandi ◽  
Sahar Zarei ◽  
Mohammad Ali Besharat ◽  
Davoud Houminiyan sharif abadi ◽  
Ahmad Bagher Zadeh
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Data Sets ◽  
Mediating Role ◽  
Interpersonal Behaviors ◽  
Key Factor ◽  
The Relationship

Coaching has often been viewed as a context within which coaches operate to largely bring about changes in athlete’s performance and flourishing. One key factor to successful outcomes in coaching is the quality of the relationship between coaches and athletes. The coach–athlete relationship is at the heart of coaching; however, limited studies have been conducted on its antecedents. The aim of this study was to investigate the relationship between coaches’ forgiveness and perceived relationship quality toward their athletes through verifying the mediating role of interpersonal behaviors of coaches. A total of 270 Iranian coaches participated in the survey, and the data sets were analyzed using structural equation modeling. Results revealed that forgiveness positively predicted the coaches’ perceived relationship quality with their athletes, and this pathway was mediated by the coaches’ interpersonal behaviors.

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