scholarly journals The relationship of emotional labor, emotional exhaustion, turnover intention and customer orientation

2012 ◽  
Vol 25 (4) ◽  
pp. 775-799
Author(s):  
ChoonShin Park ◽  
JaeYoon Chang
Keyword(s):  
Emotional Exhaustion ◽  
Turnover Intention ◽  
Emotional Regulation ◽  
Structural Equation ◽  
Customer Orientation ◽  
Peer Group ◽  
Moderating Effects ◽  
Surface Acting ◽  
Deep Acting ◽  
The Relationship

The purpose of this study aimed to investigate the relationships among emotional regulation stratrgies, emotional exhaustion, turnover intention and customer orientation, using data from 340 female home- study teachers through structural equation model(SEM). Service workers tends to perform surface or deep acting as emotional regulation strategy during interaction with their customers. Thus, surface and deep acting may affect differently on emotional exhaustion, turnover intention and customer orientation. The results were as follows; First, surface acting was positively related to emotional exhaustion while deep acting was negatively related. Second, emotional exhaustion influenced positively on turnover intention, and negatively on customer orientation. Third, emotional exhaustion fully mediated the relationship between surface acting and turnover intention and customer orientation. It also fully mediated the relationship between deep acting and turnover intention while partially mediated the relationship between deep acting and customer orientation. Finally, the moderating effects of social support on the relationship between emotional exhaustion and turnover intention were examined. Contrary to our expectation, the moderating effects of supervisor and peer group support showed opposite buffering effect on the relationship between emotional exhaustion and turnover intention.

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 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.

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.

Impact of customer orientation on turnover intention: mediating role of emotional labour

2017 ◽  
Vol 25 (5) ◽  
pp. 909-927 ◽  
Author(s):  
Xue Wu ◽  
An-Jin Shie ◽  
David Gordon
Keyword(s):  
Turnover Intention ◽  
Hospitality Industry ◽  
Customer Orientation ◽  
Job Demands ◽  
Three Dimensions ◽  
Frontline Employees ◽  
Surface Acting ◽  
Content Type ◽  
Emotional Labour ◽  
The Relationship

Purpose The purpose of this paper is to examine whether the frontline employees’ emotional labour can illustrate the relationship between customer orientation (CO) and turnover intention in the hospitality industry. The study applies the job demands and resources (JD-R) theory to explain the relationship between variables in the proposed model. Design/methodology/approach The paper surveys a sample of 378 frontline employees in the hospitality industry. Findings The findings of this study show that the CO is strongly and positively associated with turnover intention. The three dimensions of emotional labour are all partially mediated with the relationship between CO and turnover intention. Research limitations/implications The limitations of this study include the sample came from seven five-star hotels in Beijing, China. This study used perceptual self-reported measures, which may generate exaggerated relationships among variables. These issues are addressed in the analysis. Practical implications First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should train employees in the proper control of emotional labour. Social implications Hospitality should make efforts to supply job resources, such as providing delicious food; more promotion opportunities; better training and recreation programs; more clarified job definitions; and position autonomy. Moreover, good interpersonal relationships, regular recreational activities and sharing working experiences with colleagues may be applied to cope with job demands. Originality/value This study is to explain the roles of the three dimensions of emotional labour (surface acting, genuine emotion and deep acting) in the relationship between CO and turnover intention. More specifically, this study demonstrates why hospitality employees with high (or low) CO have low (or high) levels of turnover intention applying the concept of emotional labour based on JD-R theory.

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.

The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion

2015 ◽  
Vol 25 (4) ◽  
pp. 394-413 ◽  
Author(s):  
Won-Moo Hur ◽  
Tae Won Moon ◽  
Su-Jin Han
Keyword(s):  
Emotional Exhaustion ◽  
Structural Equation ◽  
Customer Orientation ◽  
Empirical Studies ◽  
Negative Relationship ◽  
Equation Modeling ◽  
Surface Acting ◽  
Cross Sectional ◽  
Content Type ◽  
Service Employees

Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations of service employees. Design/methodology/approach – Using a sample of 309 department store sales employees in South Korea, a two-stage mediation model is used in terms of structural equation modeling. Findings – The results indicate that customer incivility is positively related to service employees’ use of surface acting; this, in turn, results in feelings of emotional exhaustion, which are negatively related to their customer orientation. That is, the findings of this study shows that the negative relationship between customer incivility and service employees’ customer orientation was fully and sequentially mediated by service employees’ surface acting and emotional exhaustion. Research limitations/implications – The main limitation is the nature of the cross-sectional data the authors used in the analysis. It gives us reason to be very cautious in reaching conclusions concerning causal relationships among variables, since the authors did not capture longitudinal variation. Practical implications – The research shows that customer incivility has a negative effect on service employees’ customer-oriented behaviors since experiences of customer incivility among emotionally exhausted employees via surface acting generates inadequate and unfair sense-making related to the treatment offered by customers, which increases the tendency of decreasing their effort and loyalty for customers to prevent further loss of emotional resources. Therefore, service organizations should devise appropriate strategies and implement systematic programs for reducing employee exposure to customer incivility, or preventing it altogether. Originality/value – The current study broadens the conceptual work and empirical studies in customer incivility literature by representing a fundamental mechanism of why customer incivility negatively affects service employees’ customer orientation. The primary contribution of the study is to gain a deeper understanding of how customer incivility leads to lower employee customer-oriented behaviors through double mediating effects of surface acting and emotional exhaustion.

Emotional labour and successful ageing in the workplace among older Chinese employees

2012 ◽  
Vol 33 (6) ◽  
pp. 1036-1051 ◽  
Author(s):  
FRANCIS CHEUNG ◽  
ANISE M. S. WU
Keyword(s):  
Job Satisfaction ◽  
Structural Equation ◽  
Hong Kong Chinese ◽  
Successful Ageing ◽  
Surface Acting ◽  
Emotional Labour ◽  
Equation Modelling ◽  
Chinese Workers ◽  
Older Chinese ◽  
The Relationship

ABSTRACTIn this study, we examined the relationship between emotional labour and successful ageing among older Hong Kong Chinese workers. We also investigated whether job satisfaction mediated the association between emotional labour and successful ageing in the workplace. Results show that deep acting was positively related to successful ageing in the workplace, whereas surface acting was negatively related to the same. Structural equation modelling shows that job satisfaction partially mediated the association between emotional labour and successful ageing in the workplace. The limitations of the study and further recommendations are also discussed.

Job insecurity and turnover intention: Organizational commitment as mediator

2017 ◽  
Vol 45 (4) ◽  
pp. 529-536 ◽  
Author(s):  
Sang Hyun Lee ◽  
Dae Yong Jeong
Keyword(s):  
Organizational Commitment ◽  
Social Exchange ◽  
Turnover Intention ◽  
Structural Equation ◽  
Social Exchange Theory ◽  
Job Insecurity ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Future Research ◽  
The Relationship

Drawing from social exchange theory, we investigated the relationship between job insecurity and turnover intention, and the mediating effect of organizational commitment on this relationship. Structural equation modeling was employed to investigate the hypotheses using data from 459 employees in various firms in South Korea. Our findings confirmed that job insecurity was positively related to turnover intention, and that organizational commitment mediated the relationship between job insecurity and turnover intention. Implications of our findings for the job insecurity literature are discussed in the Korean context, and directions for future research are given.

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