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 The Impact Of Emotional Intelligence On Job Outcomes And Its Impact To Turnover Intention

2019 ◽  
Vol 2 (3) ◽  
Author(s):  
WIDYATAMA LUKMAN NUR HAKIM ◽  
ADE IRMA ANGGRAENI
Keyword(s):  
Job Satisfaction ◽  
Emotional Intelligence ◽  
Organizational Commitment ◽  
Human Resource ◽  
Turnover Intention ◽  
Future Research ◽  
Job Outcomes ◽  
Step Method ◽  
Additional Reference ◽  
The Impact

This research is a human resource analysis study, especially studies on employees of Warung SS Purwokerto. The purpose of this study is to analyze the impact of Emotional Intelligence on Job Outcomes and its impact to Turnover Intention on Warung SS Purwokerto. The samples in this study were 86 people who had been selected using purposive sampling. This study uses the analysis method of Simple Regression Analysis and Causal Step Method. Hypotheses indicate that emotional intelligence directly affects job satisfaction, organizational commitment and Turnover Intention, then job satisfaction and organizational commitment affects Turnover Intention, next  job satisfaction and organizational commitment affect the effect of emotional intelligence on Turnover Intention. The implications of this study indicate that Turnover Intention affected by emotional intelligence, job satisfaction and organizational commitment. This finding will contribute to future research as an additional reference regarding the development of discussions and studies on human resource management.

scholarly journals Perceived Organizational Support, Alternative Job Opportunity, Organizational Commitment, Job Satisfaction and Turnover Intention: A Moderated-mediated Model

Organizacija ◽  
2019 ◽  
Vol 52 (4) ◽  
pp. 310-324
Author(s):  
Abdulmajeed Saad Albalawi ◽  
Shahnaz Naugton ◽  
Malek Bakheet Elayan ◽  
Mohammad Tahseen Sleimi
Keyword(s):  
Job Satisfaction ◽  
Organizational Commitment ◽  
Organizational Support ◽  
Turnover Intention ◽  
Structural Equation ◽  
Perceived Organizational Support ◽  
Future Research ◽  
Job Opportunities ◽  
Job Opportunity

Abstract Background and Purpose: This article tested a structural model that examines the mediating role of organizational commitment on the link between perceived organizational support, perceived alternative job opportunities, and turnover intention, and the moderating role of job satisfaction on the proposed relationships. Methodology: Using convenience sampling technique, a self-administered survey was conducted on a pool of Jordanian small and medium sized enterprises (SMEs). The obtained data (n=270) were analyzed with contemporary variance-based structural equation modelling (PLS-SEM) software SmartPLS v3. Results: Findings revealed that organizational commitment mediates the association between perceived organizational support and turnover intention, perceived alternative job opportunities and turnover intention. In addition, job satisfaction did not moderate the associations between organizational support, perceived alternative job opportunity and organizational commitment. Conclusion: The present study is among the first to show the mediating mechanism of organizational commitment on the link between perceived organizational support, perceived alternative job opportunity and turnover intention. Theoretical and practical implications are drawn, before pointing to potential future research directions that build on the evidence-based positions argued for in this study.

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 actors, well-being, and objective performance

2017 ◽  
Vol 30 (3) ◽  
pp. 393-413
Author(s):  
ChoonShin Park ◽  
JaeYoon Chang
Keyword(s):  
Job Satisfaction ◽  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Latent Profile Analysis ◽  
Profile Analysis ◽  
Well Being ◽  
The Other ◽  
Deep Acting ◽  
Combined Use ◽  
Objective Performance

To manage the emotional labor demands, employees may primarily rely on one strategy or the other while they may use surface and deep acting in conjunction. However, most research on emotional labor have investigated how two emotional labor strategies function to predict employee well-being separately. This variable-centered perspective is difficult to capture subpopulations of employees who may differ in their combined use of surface and deep acting. Using latent profile analysis, the current study examined potential emotional labor profiles from a person-centered perspective. We identified 5 emotional labor profiles: trying yet faking, some faking, high deep actors, high regulators, and moderates. Also this profiles differently predicted employee well-being (emotional exhaustion and job satisfaction) and objective performance (new sales and member increase). The present study captured the particular conditions in which emotional labor may lead to positive or negative outcomes for employees and organizations.

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 effects of mindfulness on burnout

2019 ◽  
Vol 32 (2) ◽  
pp. 135-162
Author(s):  
YoungMi Song ◽  
WanSuk Gim
Keyword(s):  
Emotional Labor ◽  
Mindfulness Meditation ◽  
Future Research ◽  
Direct Effects ◽  
Mediating Effects ◽  
Surface Acting ◽  
Research Directions ◽  
Deep Acting ◽  
Care Givers ◽  
Future Research Directions

The purpose of this study is to test how emotional labor is affected by the tow emotional labor strategies for burnout. To do this, the parallel mediating effects of surface acting and deep acting are verified in relation to mindfulness and burnout on survey data of 235 care-givers. The result shows that not only direct effects of mindfulness reducing burnout, but also indirect effects through differential mediation to increase deep acting and reduce surface acting. While mindfulness is reducing the burnout, the decrease in surface acting is found to have a greater effect than the increase in deep acting. In addition, we examine the relative influence of attention and attitude factors of mindfulness on the emotional labor strategies and burnout, and discuss the proposal for mindfulness meditation training and future research directions.

Emotional Labor and Organizational Commitment Among South Korean Public Service Employees

2018 ◽  
Vol 46 (7) ◽  
pp. 1191-1200 ◽  
Author(s):  
Hyun jung Lee
Keyword(s):  
Organizational Commitment ◽  
Public Service ◽  
Emotional Labor ◽  
Structural Equation ◽  
Positive Emotions ◽  
Equation Modeling ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Employees ◽  
South Korean

I examined the relationship between emotional labor and organizational commitment with 208 South Korean public service employees and used structural equation modeling to analyze the data. The results indicated that deep acting was positively associated with the 3 components of organizational commitment, namely, identification, affiliation, and exchange, and the identification commitment component in particular. However, no significant relationship was found between surface acting and the 3 components of organizational commitment. Thus, South Korean public service employees with a strong sense of organizational identity and who feel valued by their organization may generate positive emotions and engage in deep acting, leading to a high level of organizational commitment.

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.

Emotional Labor Predicts Service Performance Depending on Activation and Inhibition Regulatory Fit

2016 ◽  
Vol 45 (2) ◽  
pp. 673-700 ◽  
Author(s):  
Nai-Wen Chi ◽  
Alicia A. Grandey
Keyword(s):  
Emotional Labor ◽  
Service Providers ◽  
Regulatory Fit ◽  
Future Research ◽  
Surface Acting ◽  
Deep Acting ◽  
Regulatory Systems ◽  
Service Sabotage ◽  
Regulation Strategies ◽  
Separate Activation

When service providers regulate their moods and expressions (i.e., deep acting and surface acting), are they better performers? Drawing on the framework of activation-inhibition regulatory systems and regulatory fit, we propose (a) that deep acting represents an activation-oriented regulation strategy and surface acting, an inhibition-oriented regulation strategy; (b) that these strategies have separate pathways to desirable performance (i.e., affective delivery) and counterproductive performance (i.e., service sabotage), respectively; and (c) that performance is optimized when momentary regulation strategies are aligned with activation- and inhibition-oriented traits. Empirically, across two studies, we employ a multilevel approach (i.e., within- and between-person), a multisource approach (i.e., self, coworker, customer), and a multicontext approach (i.e., banks and restaurants) to test regulatory fit as applied to emotional labor. In two studies, we support separate activation and inhibition pathways, plus regulatory fit, in that deep acting is beneficial to affective delivery for those higher in two activation traits—namely, extraversion and openness—and that surface acting predicts service sabotage for those lower in an inhibition trait: conscientiousness. We empirically rule out mood as the explanation for these effects, propose future research to apply regulatory fit to other outcomes and contexts, and suggest practical implications for services.

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