scholarly journals The role of empathy(emotional contagion, empathic concern) in service relationship

2013 ◽  
Vol 26 (4) ◽  
pp. 579-597
Author(s):  
ChangGu Heo ◽  
JungYeon Jo ◽  
KangHyun Shin
Keyword(s):  
Emotional Intelligence ◽  
Call Center ◽  
High Surface ◽  
Emotional Contagion ◽  
Empathic Concern ◽  
Surface Acting ◽  
Deep Acting ◽  
Incremental Interpretation ◽  
Service Relationship

This study was intended to examine the influence of service worker’s empathy(emotional contagion, empathic concern) on their burnout and engagement. We hypothesized empathy as interactive emotional trait would have incremental interpretation over emotional intelligence and PANAS as individual emotional trait. The participants were 226 employees of a call center. The primary implications were followings. First, empathy significantly influenced on burnout and engagement even after control of emotional intelligence and emotional labors(surface acting, deep acting). Second, there is no moderating effect of emotional contagion on the relation between surface acting and burnout that high surface acting influenced high burnout regardless of the emotional contagion level. Third, deep acting mediated between empathic concern and engagement. Forth, empathic concern reduced the influence of emotional contagion on burnout. Finally, the implications and limitations were discussed.

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.

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.

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.

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 innovation and mental health: The multilevel moderating role of group emotional contagion

2019 ◽  
Vol 47 (10) ◽  
pp. 1-12
Author(s):  
Zhi-Ming Xiao ◽  
Meng-Hsiu Lee ◽  
Hsiao-Chiao Wang
Keyword(s):  
Mental Health ◽  
Service Innovation ◽  
Emotional Contagion ◽  
Mediating Effect ◽  
Negative Group ◽  
Surface Acting ◽  
Positive Group ◽  
The Relationship ◽  
Moderating Role

From the perspective of social information processing theory, we investigated the multilevel mediating effect of surface acting in the relationship between service innovation and frontline employees’ mental health, then further tested the multilevel moderating roles of positive and negative group emotional contagion. We used the experience sampling method to conduct a survey with 572 employees of 71 hospitality and catering companies in China. Hierarchical linear modeling results showed that service innovation negatively affected participants’ mental health via surface acting. Further, positive group emotional contagion positively moderated the relationship between surface acting and mental health. Thus, positive group emotional contagion alleviated the negative influence of surface acting on mental health. The moderating role of negative group emotional contagion was, however, nonsignificant. Theoretical and practical implications of the findings are discussed and recommendations for future research are made.

scholarly journals How Does Emotional Labor Impact Employees’ Perceptions of Well-Being? Examining the Mediating Role of Emotional Disorder

2019 ◽  
Vol 11 (23) ◽  
pp. 6798 ◽  
Author(s):  
Yao ◽  
Gao ◽  
Chen ◽  
Mu
Keyword(s):  
Organizational Performance ◽  
Emotional Labor ◽  
Negative Impact ◽  
Well Being ◽  
Emotional Disorder ◽  
Surface Acting ◽  
Deep Acting ◽  
Mediating Role ◽  
Bank Employees

Since bank employees are prone to high psychological pressure, it is key to explore the influencing mechanism of their emotional labor so as to relieve their pressure, as well as improve organizational performance and service quality. This study aimed to investigate the effects of emotional labor on bank employees’ well-being and to determine the mediating role of emotional disorder in this relationship. Employees responded to a survey regarding their use of emotional labor as well as perceptions of their well-being and emotional disorder. The results showed that employees’ use of emotional labor was related to their perceptions of well-being and confirmed the mediating role of emotional disorder in this relationship. The results indicated that surface acting has a significant negative impact on employee well-being, while deep acting has a significant positive impact. Moreover, emotional disorder played a role in mediating emotional labor and employee well-being, and emotional disorder was positively correlated with surface acting and negatively correlated with deep acting. The results revealed that developing deep-acting skills is important for increasing front-line bank staff’s well-being in China, who are accustomed to repressing their emotions, and emotional disorder might occur more often than has been previously believed, which worsens their well-being.

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