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.

From emotional labor to customer loyalty in hospitality

2019 ◽  
Vol 31 (9) ◽  
pp. 3742-3760
Author(s):  
Chung-Jen Wang
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Emotional Labor ◽  
Organizational Support ◽  
Self Efficacy ◽  
Perceived Organizational Support ◽  
Abusive Supervision ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type

Purpose The purpose of this study was based on the job demands -resources model (Bakker et al., 2004) and conservation of resources theory (Hobfoll, 1989) by using three levels of variables, namely, company (i.e., perceived organizational support), department (i.e., abusive supervision), and employee (i.e., deep acting, surface acting, and self-efficacy) levels, to investigate its interactions with contextual influences on service quality and its linkage with customer loyalty. Design/methodology/approach A three-level hierarchical linear model was examined in research settings by using a dyadic data set of 1,082 service employees and customers in international tourist hotels. Findings Findings revealed that deep acting relates positively to service quality, surface acting relates negatively to service quality, and service quality relates positively to customer loyalty. For the three-level interactions, the positive relationship between deep acting and service quality was strengthened by perceived organizational support (POS) and self-efficacy but weakened by abusive supervision. By contrast, the negative relationship between surface acting and service quality was mitigated by POS and self-efficacy but exacerbated by abusive supervision. Originality/value Given the importance of emotional labor research in the hospitality industry, the current study contributes to the areas of service quality and customer loyalty and suggests future directions for hospitality research.

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.

scholarly journals Exploration of predictive variables of emotional labor in subordinate roles and verification of the relations model between emotional labor and burnout

2014 ◽  
Vol 27 (1) ◽  
pp. 267-290
Author(s):  
GeonWoo Park ◽  
MyoungSo Kim ◽  
YoungSeok Han
Keyword(s):  
Organizational Culture ◽  
Emotional Labor ◽  
Hierarchical Regression ◽  
Future Research ◽  
Fit Indices ◽  
Surface Acting ◽  
Deep Acting ◽  
Predictive Variables ◽  
Organizational Perspective ◽  
On Line

The purpose of this study was to (1) explore the predictive variables of emotional labor(surface acting and deep acting) in relations with supervisors in terms of individual, relational and organizational perspective, (2) examine the relationship between emotional labor and burnout(emotional exhaustion, cynicism and inefficacy), and (3) propose and test the relations model of emotional labor with predictors and criterion. A total of 435 employees working at various companies in Korea participated in an on-line survey, and 401 data were used for statistical analysis after elimination of inadequate sample. The results showed that individual positive affective, negative affective, supervisor's defensive communication style and hierarchical organizational culture affected surface acting, while deep acting was influenced by individual affects and hierarchical organizational culture. In addition, the result of hierarchical regression analysis demonstrated that surface acting affected all of three factors of burnout, whereas deep acting affected cynicism and inefficacy. All of the fit indices of the relations model of emotional labor were acceptable, supporting the validity of the model. On the basis of the results, the implications and future research directions were discussed.

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.

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 Teachers’ Emotional Labour and Burnout: Does Perceived Organizational Support Matter?

2016 ◽  
Vol 12 (2) ◽  
pp. 9 ◽  
Author(s):  
Edith A. Anomneze ◽  
Dorothy I. Ugwu ◽  
Ibeawuchi K. Enwereuzor ◽  
Leonard I. Ugwu
Keyword(s):  
Emotional Exhaustion ◽  
Emotional Labor ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Secondary School Teachers ◽  
Maslach Burnout Inventory ◽  
Surface Acting ◽  
Deep Acting ◽  
Emotional Labour ◽  
Interaction Terms

<p>The study investigated the moderating role of perceived organizational support on emotional labour–burnout relation among 323 secondary school teachers in Enugu State, Nigeria. Participants completed the Teacher Emotional Labor Scale (TELS), Survey of Perceived Organizational Support (SPOS), and Maslach Burnout Inventory (MBI). Results showed that surface acting, deep acting, and POS significantly predicted emotional exhaustion. Only deep acting and POS significantly predicted depersonalization whereas surface acting did not. Both the two-way interaction terms between surface acting and POS, and that between deep acting and POS were not significant in predicting either emotional exhaustion or depersonalization.</p>

Linking perceived organizational support to emotional labor

2014 ◽  
Vol 43 (6) ◽  
pp. 845-860 ◽  
Author(s):  
Sushanta Kumar Mishra
Keyword(s):  
Social Exchange ◽  
Emotional Labor ◽  
Organizational Support ◽  
Organizational Identification ◽  
Perceived Organizational Support ◽  
Mediation Effect ◽  
Surface Acting ◽  
Deep Acting ◽  
Content Type ◽  
The Relationship

Purpose – Based on two studies on different occupational groups, the purpose of this paper is to examine the relationship between perceived organizational support (POS) and different forms of emotional labor. Drawing from social identity theory, the present study extends the social exchange theory to provide an alternate explanation to the above relationships. Design/methodology/approach – The survey design following questionnaire in English language was physically administered among medical sales employees and subsequently among employees in the hospitality industry. Findings – The study found that POS is positively related to deep acting and negatively related to surface acting. The study further found that organizational identification mediates the relationship between POS and deep acting where as there was no mediation effect of organizational identification on the relationship between POS and surface acting. Research limitations/implications – The research relies on a cross-sectional design with a single source of data collected from two sources at different time periods. Practical implications – With the emergence of service economy there is an increasing emphasis on the performance of emotional labor. The present study suggests that organizations need to focus on organizational practices as employees’ perception of organizational support is related to the way they express their emotions during customer interactions. The finding of the study suggests that on what the organizations should do to motivate employees to perform expected emotional labor. Originality/value – The literature is relatively silent on the relationship between POS and different forms of emotional labor. The present study adds to the existing body of knowledge by explaining POS as an important antecedent of emotional labor. Further, the study contributes by exploring the mediation effect of organizational identification on the relationship between POS and different forms of emotional labor.

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 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.

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