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.

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.

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 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.

Service Priority Climate and Service Performance Among Hospitality Employees: The Role of Emotional Labor and Workload Pressure

2021 ◽  
pp. 193896552110299
Author(s):  
Dana R. Vashdi ◽  
Tal Katz–Navon ◽  
Marianna Delegach
Keyword(s):  
Emotional Labor ◽  
Service Performance ◽  
Service Climate ◽  
Deep Acting ◽  
Hotel Employees ◽  
Hospitality Organizations ◽  
The Relationship ◽  
Service Priority ◽  
Conflicting Goals

Frontline hotel employees face a complex organizational environment that constantly makes multiple demands, creating a persistent trade-off between service as a key element of the organization’s strategy and other competing or even conflicting goals. This study proposes an integrated and unique way of discerning the relationship between service climate and service performance through the prism of surface and deep acting emotional labor and suggests a new dimension of the service climate—the service priority climate. Specifically, we examined employees’ use of emotional labor strategies as a mechanism that explains the relationship between service priority climate and service performance. We also investigated whether workload pressure influences this relationship. Using a multilevel, multisource study, we surveyed a sample of 245 hotel employees working in 39 departments and their direct managers. The results demonstrated that when employees regarded service as a priority compared with other competing goals, they used more deep acting emotional labor strategies, resulting in better service performance. However, this was apparent only when workload pressure was low. Implications for hospitality organizations are discussed.

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.

Linking Motivation, Emotional Labor, and Service Performance From a Self-Determination Perspective

2020 ◽  
pp. 109467052097520
Author(s):  
Won-Moo Hur ◽  
Yuhyung Shin ◽  
Tae Won Moon
Keyword(s):  
Emotional Labor ◽  
Autonomous Motivation ◽  
Service Performance ◽  
Self Determination ◽  
Flight Attendants ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees ◽  
Controlled Motivation ◽  
General Managers

Drawing on self-determination theory, which suggests that individuals’ autonomous and controlled motivations determine their behavior and performance, our research examined the relationship between motivation, emotional labor, and service performance. We predicted that autonomous motivation will be positively associated with service performance through deep acting and that controlled motivation will be negatively associated with service performance through surface acting. To test these hypotheses, we collected three-wave data from 282 hotel employees and 21 general managers over a 15-month period. As predicted, autonomous motivation was positively related to deep acting and negatively related to surface acting 1 year later, whereas controlled motivation was positively related to surface acting 1 year later. Deep acting was positively associated with supervisor-rated service performance 3 months later. Further, the indirect effect of autonomous motivation on service performance through deep acting was significant. The robustness of these findings was established by reanalyzing the data without controlling for potential confounds and conducting a validation study among 70 flight attendants across 5 consecutive days. The findings highlight the importance of service employees’ autonomous motivation in effective emotion regulation and resulting service performance.

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