scholarly journals The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting

2019 ◽  
Vol 10 ◽  
Author(s):  
Ji Youn Jeong ◽  
Jungkun Park ◽  
Hyowon Hyun
Keyword(s):  
Perceived Quality ◽  
Moderating Effects ◽  
Surface Acting ◽  
Deep Acting ◽  
Service Expectation

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.

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.

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.

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.

Workplace Emotions: A Study of Frontline Hotel Employees

2017 ◽  
Vol 42 (3) ◽  
pp. 237-252
Author(s):  
Swati Soni
Keyword(s):  
Emotion Regulation ◽  
Emotional Exhaustion ◽  
Surface Acting ◽  
Deep Acting ◽  
Emotional Labour ◽  
Hotel Employees ◽  
Managerial Implications ◽  
Worker Support ◽  
High Level

The study examines the phenomenon of emotional labour, with a special reference to the frontline hotel employees. Deep acting and surface acting have been discussed as emotion regulation processes. The study hypothesized that emotional labour results in emotional exhaustion and co-worker support acts as a moderator in the relationship between emotional exhaustion and emotional labour. Responses of 140 frontline hotel employees were measured using a self-administered questionnaire to obtain data on emotional labour, consequent emotional exhaustion and moderating role of co-worker support in the proposed relationship. The findings suggest that emotional labour leads to emotional exhaustion, and surface acting was positively related to emotional exhaustion and deep acting was negatively related to emotional exhaustion. Male and female employees, in similar profiles, showed differences in their emotional experiences and emotion regulation processes. Co-worker support was found to have a ‘reverse buffering’ effect suggesting that high level of co-worker support may result in decrease in job satisfaction as emotional labour increases. This was indeed an interesting observation. The article discusses the managerial implications of these findings.

scholarly journals The relationship of emotional labor, emotional exhaustion, turnover intention and customer orientation

2012 ◽  
Vol 25 (4) ◽  
pp. 775-799
Author(s):  
ChoonShin Park ◽  
JaeYoon Chang
Keyword(s):  
Emotional Exhaustion ◽  
Turnover Intention ◽  
Emotional Regulation ◽  
Structural Equation ◽  
Customer Orientation ◽  
Peer Group ◽  
Moderating Effects ◽  
Surface Acting ◽  
Deep Acting ◽  
The Relationship

The purpose of this study aimed to investigate the relationships among emotional regulation stratrgies, emotional exhaustion, turnover intention and customer orientation, using data from 340 female home- study teachers through structural equation model(SEM). Service workers tends to perform surface or deep acting as emotional regulation strategy during interaction with their customers. Thus, surface and deep acting may affect differently on emotional exhaustion, turnover intention and customer orientation. The results were as follows; First, surface acting was positively related to emotional exhaustion while deep acting was negatively related. Second, emotional exhaustion influenced positively on turnover intention, and negatively on customer orientation. Third, emotional exhaustion fully mediated the relationship between surface acting and turnover intention and customer orientation. It also fully mediated the relationship between deep acting and turnover intention while partially mediated the relationship between deep acting and customer orientation. Finally, the moderating effects of social support on the relationship between emotional exhaustion and turnover intention were examined. Contrary to our expectation, the moderating effects of supervisor and peer group support showed opposite buffering effect on the relationship between emotional exhaustion and turnover intention.

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.

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.

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.

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