scholarly journals The effect of emotional labor strategy on job burnout and job engagement

2014 ◽  
Vol 27 (4) ◽  
pp. 781-804
Author(s):  
SunAe Park ◽  
JaeChang Lee
Keyword(s):  
Emotional Labor ◽  
Psychological Capital ◽  
Moderating Effect ◽  
Job Burnout ◽  
Job Engagement ◽  
Surface Acting ◽  
Deep Acting ◽  
Positive Psychological Capital ◽  
Negative Effect ◽  
Positive Effect

The purpose of this study was to examine the moderating effect of positive psychological capital to analyze that emotional labor strategy(surface acting, deep acting) impacts on the job burnout and job engagement using samples of 314 salesperson in distribution services. The results were as follows. First, the surface acting of emotional labor strategies was increased job burnout, but deep acting decreased job burnout and increased job engagement. Second, positive psychological capital had negative effect on job burnout and positive effect on job engagement. Third, positive psychological capital had moderating effect between deep acting and job engagement. But, in contrast to the job engagement, job burnout had not effect on the moderation of positive psychological capital. That is, positive psychological capital was not a buffering effect between deep acting and job burnout, but worked as facilitator in a relationship between deep acting and job engagement. Finally, the implications and limitations of the present study as well as the future directions of this area were discussed.

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 The effect of subordinate’s emotional labor on job burnout and job engagement

2015 ◽  
Vol 28 (3) ◽  
pp. 457-480
Author(s):  
DongKyun Kwon ◽  
MyoungSo Kim ◽  
YoungSeok Han
Keyword(s):  
Emotional Labor ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Job Burnout ◽  
Future Research ◽  
Job Engagement ◽  
Surface Acting ◽  
Deep Acting ◽  
On Line ◽  
Future Research Directions

The purpose of this study was to (1) examine the effect of subordinate’s emotional labor(surface acting, deep acting) on job burnout(emotional exhaustion, cynicism, inefficacy) and job engagement(vigor, dedication, absorption), and (2) verify whether perceived organizational support moderates the relationships between emotional labor and job related attitudes. A total of 547 employees working at various companies in Korea participated in an on-line survey, 495 data were used for statistical analysis after the elimination of inadequate sample. The results showed that surface acting positively affected job burnout while negatively affecting the job engagement. It was found that deep acting positively affected job engagement, but it had no significant effect on job burnout. The results also demonstrated that perceived organizational support moderated the relationships between surface acting and job burnout as well as relationships between deep acting and job engagement. On the basis of the results, the implications and future research directions were discussed.

scholarly journals Social Capital and Organizational Citizenship Behavior: Double-Mediation of Emotional Regulation and Job Engagement

2018 ◽  
Vol 10 (10) ◽  
pp. 3600 ◽  
Author(s):  
Sung-Hoon Ko ◽  
Yongjun Choi ◽  
Seung-Yoon Rhee ◽  
Tae Moon
Keyword(s):  
Social Capital ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Emotional Labor ◽  
Emotional Regulation ◽  
Mediation Effect ◽  
Citizenship Behavior ◽  
Job Engagement ◽  
Surface Acting ◽  
Deep Acting

Despite an enduring interest in emotional labor, the effects of social capital on the emotional regulation process remain relatively underexplored. Using the job demands-resources model, we propose that social capital provides employees with the job resources required for deep acting. We also propose a double-mediation effect of deep or surface acting and job engagement, through which employee social capital can increase organizational citizenship behavior (OCB). Empirical results using data from 330 employees selling financial or insurance products in South Korea support our hypotheses that deep acting by sales employees and job engagement sequentially mediate the positive relationship between social capital and OCB.

scholarly journals The Effect of Emotional Labor on Presenteeism of Chinese Nurses in Tertiary-Level Hospitals: The Mediating Role of Job Burnout

2021 ◽  
Vol 9 ◽  
Author(s):  
Jia Song ◽  
Fang Liu ◽  
Xiaowei Li ◽  
Zhan Qu ◽  
Rongqiang Zhang ◽  
...  
Keyword(s):  
Linear Regression ◽  
Emotional Labor ◽  
Job Burnout ◽  
Total Effect ◽  
Tertiary Level ◽  
Surface Acting ◽  
Related Factors ◽  
Deep Acting ◽  
Work Related

Background: Employees who are physically present but work insufficiently because of illness are deemed as having presenteeism. In the health care setting, the issue has taken on greater importance because of the impairment of the physical and mental health of nurses and the nursing safety of the patients. According to the Job Demand-Resource Model, burnout may link emotional labor with presenteeism. Thus, this study analyzed the role of burnout as a mediating factor between the three types of emotional labor strategies and presenteeism among nurses in tertiary-level hospitals.Methods: A cross-sectional study of 1,038 nurses from six Chinese hospitals was conducted. The questionnaires, including the 14-item emotional labor strategies scale, 22-item Maslach Burnout Inventory scale, 6-item Stanford Presenteeism Scale, and items about demographic characteristics and work-related factors, were used to collect data. A multivariable linear regression was used to predict work-related factors and investigate the correlation of emotional labor, burnout, and presenteeism. The structural equation model was implemented to test the mediating effects of job burnout.Results: The results of the study showed that the average presenteeism score of the participants was 14.18 (4.33), which is higher than in Spanish, Portuguese, and Brazilian nurses. Presenteeism was explained by 22.8% of the variance in the final model in multivariable linear regression (P < 0.01). Presenteeism was found to be positively correlated with surface acting, emotionally expressed demands, deep acting, emotional exhaustion, depersonalization, and low personal accomplishment (P < 0.01). Notably, presenteeism was negatively correlated with deep acting (P < 0.01). In addition, burnout partially mediated the correlation between emotionally expressed demands, deep acting, and presenteeism with a mediatory effect of 24 and 63.31% of the total effect. Burnout completely mediated the association between surface acting and presenteeism, a mediating effect of 86.44% of the total effect.Conclusions: The results of this study suggested that different emotional labor strategies affect presenteeism, either directly or indirectly. Nursing managers should intervene to reduce presenteeism by improving the ability of the nurses to manage emotions, thereby alleviating burnout.

scholarly journals When Does the Leader’s Positive Expression Get a Positive Response From Members? The Three-Way Interaction Effects of Perceived Deep/Surface Acting, Positive Affect, and Quality of Leader-Member Exchange on Work Engagement

2021 ◽  
Vol 12 ◽  
Author(s):  
Sung Hyoun Hong ◽  
Min Soo Kim
Keyword(s):  
Positive Affect ◽  
Work Engagement ◽  
Leader Member Exchange ◽  
Surface Acting ◽  
Deep Acting ◽  
Member Exchange ◽  
Negative Effect ◽  
Affective Display ◽  
Positive Effect

Although researchers have argued that a leader’s positive affective display effectively induces work motivation among members, it has not always resulted in desirable outcomes. This research addresses these critical issues and explains why individuals react differently, by considering the three-way interaction of the characteristics of expression, the positive affect of the members, and quality of leader-member exchange (LMX). To verify our hypotheses, 698days from 47 leaders and 146 members were collected through the Experience Sampling Method. The analysis was conducted using HLM, and the results showed that, for members with high quality LMX, the positive effect of perceived deep acting on work engagement was strengthened when positive affect was high, and the negative effect of perceived surface acting was weakened when positive affect was high. On the other hand, members with low-quality LMX showed a stronger positive effect of perceived deep acting on work engagement when positive affect was high, and the negative effect of perceived deep acting was mitigated when positive affect was low. These results demonstrate that quality of LMX serves as a context of the affective display between leaders and members, and the effect of displaying positive affect relies on members’ perception of the characteristics of the expression and the affective state.

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