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 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 Emotional Labor in Health Care: The Moderating Roles of Personality and the Mediating Role of Sleep on Job Performance and Satisfaction

2020 ◽  
Vol 11 ◽  
Author(s):  
Shu-Chuan Jennifer Yeh ◽  
Shih-Hua Sarah Chen ◽  
Kuo-Shu Yuan ◽  
Willy Chou ◽  
Thomas T. H. Wan
Keyword(s):  
Job Satisfaction ◽  
Job Performance ◽  
Personality Traits ◽  
Emotional Labor ◽  
Sleep Problems ◽  
Mediating Effect ◽  
Surface Acting ◽  
Deep Acting ◽  
Job Performance And Satisfaction ◽  
The Relationship

The objective of this study is to investigate the effects of emotional labor on job performance and satisfaction, as well as to examine the mediating effect of sleep problems and the moderating effects of personality traits. A time-lagged study was conducted on 864 health professionals. Scales for emotional labor, sleep, personality traits, and job satisfaction were used and job performance data was obtained from records maintained by human resources. Structural equation modeling was performed to investigate the relations. Sleep problems only partially mediated the relationship between surface acting and job satisfaction but completely mediated the relationship between surface acting and job performance. Several personality traits were shown to moderate the relationship between surface acting and sleep problems. The effects were stronger for people with low agreeableness and high neuroticism. The relationship between high levels of deep acting and low levels of sleep problems was more pronounced in individuals with low extraversion. Supervisors should be conscious of emotional labor in the work context and provide necessary deep acting training to facilitate emotional regulation.

Exploring the Relationship among University Teachers' Emotional Intelligence, Emotional Labor Strategies, and Teaching Satisfaction

2019 ◽  
Vol 12 (1) ◽  
Author(s):  
Imtiaz Arif ◽  
Amna Umer ◽  
Syeda Wajiha Kazmi ◽  
Muhammad Khalique
Keyword(s):  
Emotional Intelligence ◽  
Emotional Labor ◽  
Teacher Satisfaction ◽  
Mediating Effect ◽  
Surface Acting ◽  
Deep Acting ◽  
University Teachers ◽  
Variable Surface ◽  
Teaching Satisfaction ◽  
The Impact

In this study we investigated the impact of emotional intelligence on university teacher satisfaction with emotional labor strategies as mediators. In order to evaluate this relationship, three scales were used WLEIS, TELSS and TSS for emotional intelligence, emotional labor strategies and teaching satisfaction respectively. The data was collected from 449 university teachers including both adjunct and permanent. Structured equation model and phantom model were utilized to analyze the mediating effect of emotional labor strategies on emotional intelligence and teaching satisfactions. In this study second-order factor of emotional intelligence was used and findings showed that emotional intelligence has a significant positive relationship with teaching satisfaction whereas surface acting and deep acting have negative impact on teaching satisfaction. However, expressions of naturally felt emotions have a positive insignificant relationship with the dependent variable. Surface acting and deep acting when worked as a mediator, they resulted in negative association between emotional intelligence and teaching satisfaction. Generally, this research revealed that emotional intelligence was critically important for the satisfaction of teachers with their work. This study would also help the university management to incorporate those emotional labor strategies which would in turn enhance teaching satisfaction. Keywords: Emotional Intelligence, Emotional labor strategies, Teacher satisfaction, University, Pakistan.

Learning to effectively manage your emotions: the impact of Emotional Intelligence (EI) in caring roles

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Smarty P. Mukundan ◽  
Dhanya M.
Keyword(s):  
Job Satisfaction ◽  
Health Care ◽  
Emotional Intelligence ◽  
Emotional Labor ◽  
Care Setting ◽  
Health Care Setting ◽  
Equation Modeling ◽  
Surface Acting ◽  
Employee Outcomes ◽  
Content Type

Purpose Psychological constructs like emotional labor, emotional intelligence etc. are gaining importance now to understand employee outcomes such as job satisfaction in a health care setting. The study aims to investigate the relationship between Surface Acting (SA) an emotional labor strategy, and Job satisfaction, and the moderating effect of Emotional intelligence (EI) among practicing nurses. Design/methodology/approach The authors collected data through self-reporting questionnaires administered to a sample of 141 nurses working in multi-specialty hospitals in a prominent city in India and analyzed using structural equation modeling. Findings A negative relationship was found between surface acting and job satisfaction but was found positive when EI was introduced as a moderator. Research limitations/implications The respondent population was females only and diversity in terms of gender was not obtained. Practical implications The study finds significant practical and theoretical contributions to the primary caregivers in a health care setting. It helps to understand the interplay of emotions in this job and use EI as an internal resource to mitigate the harmful effects of continued SA emotional labor strategy to job satisfaction. Social implications It gains a better understanding of the emotion-related parameters in the nursing profession and gives inputs to the community. It throws light on how internal resources can be used for better job satisfaction which in turn leads to better quality care in the health care industry. Originality/value Extant literature has been discussing SA as a negative strategy for positive employee outcomes, but the present study gives insights on how this can be mitigated by using EI as a resource.

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 Relationship between Autonomy-Supporting Coaching and Interruption Intention: Verification of the Mediating Effect of Emotional Intelligence

2021 ◽  
Author(s):  
Youngtaek Oh
Keyword(s):  
Emotional Intelligence ◽  
Autonomy Support ◽  
Team Sport ◽  
Sports Psychology ◽  
Mediating Effect ◽  
Sports Culture ◽  
Negative Effect ◽  
The Relationship ◽  
Positive Effect ◽  
University Athletes

Objective: Studies in Sports Psychology and Sociology have validated causality in team-sport athletes by using emotional intelligence as a variable. This study aimed to examine the causal relationship between the types of autonomy support coaching, emotional intelligence, and interruption intention as psychosocial variables among current taekwondo athletes in Korea. Methods: In this study, 217 adult or university athletes registered in the Korea Taekwondo Association in 2020 were evaluated for the type of autonomy support coaching, emotional intelligence, and interruption intention. Results: Autonomy support coaching recognized by taekwondo athletes has a negative and positive effect on interruption intention and emotional intelligence, respectively. Moreover, emotional intelligence has a negative effect on interruption intention. which revealed that autonomy support coaching has a negative effect on interruption intention through emotional intelligence. Conclusions: Such outcomes can serve as a foundation for athletes to have the opportunity to participate in sports in a mature manner and promote positive changes in sports culture. In other words, the sensibility of the athletes can be harmoniously symmetry.

scholarly journals The influence of personality, alexithymia and work engagement on burnout among village doctors in China: a cross-sectional study

2021 ◽  
Vol 21 (1) ◽  
Author(s):  
Xuewen Zhang ◽  
Xue Bai ◽  
Liyan Bian ◽  
Min Wang
Keyword(s):  
Work Engagement ◽  
Time Management ◽  
Structural Equation ◽  
Job Burnout ◽  
Mediating Effect ◽  
Rural Residents ◽  
Cross Sectional ◽  
Village Doctors ◽  
Negative Effect ◽  
Positive Effect

Abstract Background In China, as the “gatekeepers”of rural residents’ health, the primary-level village doctors, play a very crucial role in ensuring and serving the health level of rural residents. However, the burnout of village doctors is gravely threatening the stability of rural primary medical system step by step. This study systematically evaluated the effects of personality, work engagement and alexithymia on burnout of village doctors, and further measured and assessed the mediating effect of alexithymia and work engagement in the association between personality and burnout. Methods The subjects were 2684 village doctors in Jining, Shandong Province, China, from May to June 2019. Sociodemographic characteristics, alexithymia, personality, work engagement and job burnout were quantitated by self-completed questionnaire and measured by Likert 5–7 scale. One-way ANOVA, Person correlation analysis, and Structural Equation Modelling (SEM) were used for statistical analysis and mediating effect evaluation. Results 2693 questionnaires were collected in total, of which 2684 were valid, with an effective rate of 96.2%. 65.2% of village doctors were diagnosed with burnout, and 54.3% showed moderate to severe emotional exhaustion, 61.6% showed moderate to severe low sense of personal achievement, and 33.9% showed moderate to severe depersonalization burnout. Personality had a direct positive effect on work engagement (β = 0.50, p < 0.001), a direct negative effect on alexithymia (β = − 0.52, p < 0.001) and burnout (β = − 0.50, p < 0.001) respectively. Work engagement had a direct negative effect on burnout (β = − 0.10, p < 0.001), while alexithymia had a direct positive effect on burnout (β = 0.16, p < 0.001). In the path between personality and burnout, both work engagement 95%CI:(− 0.17)–(− 0.08), and alexithymia 95%CI:(− 0.36)–(− 0.09), have significant mediating effects. These results strongly confirm that personality, alexithymia, and work engagement are early and powerful predicators of burnout. Conclusion According to the results, medical administrators should pay attention to the personality characteristics of village doctors in vocational training, practice selection and job assignment, encourage village doctors to reflect on their own personality actively, and to reduce job burnout by obtaining necessary social support, constructing reasonable achievable career expectations, improving time management ability, and participating in psychological counselling programs.

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.

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.

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