Self-verification striving and employee outcomes (original) (raw)
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The Effects of Emotional Labor on Employee Work Outcomes
Emotional labor can be defined as the degree of manipulation of one's inner feelings or outward behavior to display the appropriate emotion in response to display rules or occupational norms. This study concerns the development of an emotional labor model for the hospitality industry that aims at identifying the antecedents and consequences of emotional labor. The study investigates the impact of individual characteristics on the way emotional labor is performed; it investigates the relationships among the different ways of enacting emotional labor and their consequences, and addresses the question of whether organizational characteristics and job characteristics have buffering effects on the perceived consequences of emotional labor, which are emotional exhaustion and job satisfaction.
Journal of Applied Psychology, 2011
Emotional dissonance resulting from an employee's emotional labor is usually considered to lead to negative employee outcomes, such as job dissatisfaction and emotional exhaustion. Drawing on cognitive dissonance theory, we argue that the relationship between service employees' surface acting and job dissatisfaction and emotional exhaustion is moderated by 2 aspects of a service worker's self-concept: the importance of displaying authentic emotions (reflecting the self-concept's self-liking dimension) and the employee's self-efficacy when faking emotions (reflecting the selfcompetence dimension). A survey of 528 frontline employees from a wide variety of service jobs provides support for the moderating role of both self-concept dimensions, which moderate 3 out of 4 relationships. Theoretical and practical implications are discussed from the perspectives of cognitive dissonance and emotional labor theories.
2013
This study examines how emotional intelligence and occupational commitment have a moderating effect on the relationship between emotional labour and its potential outcomes. Two acting strategies reflect emotional labour, namely surface and deep acting, with burnout and performance as the prospective outcomes. Burnout is operationalized into emotional exhaustion, depersonalization and diminished personal achievement; whereas performance is operationalized into task performance and organizational citizenship behaviour (OCB). The study investigates employee responses from several tourism and hospitality organizations in Florida, USA. The results show that emotional labour relates most positively to task performance and to burnout in the case of surface acting. Tests of moderation show that occupational commitment enhances performance outcomes by facilitating emotional labour strategies, and the prevalence of higher emotional intelligence amongst employees reduces burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence and occupational commitment as moderators and by incorporating OCBs within performance analyses.
2010
In this study, it was investigated whether emotional consonance mediates the trait emotional intelligence (EI)-emotional labor relationship and whether emotional consonance moderates the ability EI-emotional labor relationship and the emotional labor-job burnout relationship. A survey questionnaire was administered to 600 employees from 22 subsidiaries of a Korean conglomerate, and 401 surveys were returned, resulting in a 66.8% response rate. In the process of data screening, three outliers were eliminated, leaving 398 cases in the sample. It was found that trait EI was positively related to emotional consonance, and emotional consonance was negatively related to surface acting and positively related to deep acting. Also, emotional consonance mediated the relationship between trait EI and surface/deep acting. Ability EI had a negative relationship with surface acting and a positive relationship with deep acting though the relationships were weak. Emotional consonance did not moderate the ability EI-emotional labor relationship but explained most of the variance of surface/deep acting. Though surface acting was positively and deep acting was negatively related to emotional exhaustion and depersonalization, ability EI had a larger effect on both dimensions of job burnout. While surface acting did not have a significant effect on personal accomplishment, deep acting had a positive effect on personal accomplishment. Finally, though emotional consonance did not moderate the relationships between surface/deep acting and emotional exhaustion and depersonalization, emotional v consonance moderated the relationships between surface/deep acting and personal accomplishment. vi TABLE OF CONTENTS
The link between emotional labor and employee performance in the services sector
Corporate Governance and Organizational Behavior Review
The lack of clarity related to the concept of emotional labor has impeded its development regardless of the conspicuous importance of emotional labor for the external and internal environments which include the employees, organizations, structure, operations, and clients. Thus, this research aims to highlight the connection between emotional labor and its impact on employee performance. This study is concerned with the employees in the services sector in the period between January 2011 and June 2022 and included a total of 21 articles. In general, this review found that emotional labor can result in positive results for the business, as enhancing workers’ satisfaction as well as performance, on the other hand, burnout and poor job performance when people are compelled to express emotions differently than their own, the findings were highlighting the consistent connection between surface acting (SA) and employee performance. Nonetheless, the findings of deep acting (DA) and the emplo...
ABAC Journal, 2020
Despite the rapid evolution and high competition in the accommodation sector, there are still pressing questions regarding the attitudes, job performance, and behavior of frontline employees within such organizations, which are affected by factors of the individual employees. This study aimed to examine such factors, specifically how gender, age, length of work experience, and marital status, affect emotional labor and job outcomes. Questionnaires were distributed to 325 frontline employees of hotels in Phuket. The study utilized observed variables to examine the latent variables, applying an MIMIC (multiple indicators multiple causes) analysis through structural equation modeling. The results revealed that age, experience and marital status had both positive and negative effects regarding emotional labor and job outcomes, but gender did not have any significant impact. Managerial implications from the results of the study could have beneficial outcomes for the hospitality and serv...
Current Psychology, 2018
This study aimed to examine the mechanisms underlying the negative relationship between the feeling of being dehumanized by the organization and employees' job satisfaction. More precisely, we argue that emotional labor (i.e., surface acting) and core selfevaluations act as mediators in this relationship. A total of 326 employees participated in our study. Firstly, the results showed that, independently of one another, both surface acting and core self-evaluations partially mediated the relationship between organizational dehumanization and job satisfaction. Secondly, surface acting and core self-evaluations were found to have serial mediation effects in this relationship. Accordingly, experiencing dehumanization from the organization leads employees to perform more surface acting with deleterious consequences for their core self-evaluations and finally their job satisfaction.
Emotional labor is an essential element of employees working for hospitality industry. This study seeks to investigate the impact of emotional labor on emotional exhaustion among employees. It also seeks to examine the mediating role of anxiety between emotional labor, and emotional exhaustion. This study focuses on the moderating role of pride in work between emotional labor and emotional exhaustion. The proposed model was tested through quantitative method approach. The data collected from 520 employees from hotel sector under multistage sampling technique was analyzed. The gathered data was examined through statistical techniques, were estimated to prove the proposed relationships. The study will be beneficial for industry practitioners, managers and leaders who can take advantage from the study and make strategies to minimize the negative effects of emotional labor in their respective organizations.
Cogent Business & Management, 2020
While previous research has improved our knowledge of how leadership influences employee behavior, the role of potential processes and contingencies in this relationship remains relatively unexplored. In the current study, based on the Self-determination Theory (SDT), we intend to contribute to this research by investigating whether employee engagement significantly plays the role of an intervening mechanism between employees' perceived interpersonal leadership of their supervisor and proactive service performance. Moreover, positive emotional labor (i.e., deep acting) is tested as a moderator to understand whether or not the strength of the relationship between employee engagement and employee proactivity is more for those who show more deep acting. Results of an online survey study among 438 frontline hospitality employees in Malaysia revealed that while employee engagement is a significant mediator in the relationship between interpersonal leadership and proactive service performance, positive emotional labor moderates the relationship between employee engagement and proactive service performance. Therefore, the findings of the current study provide initial evidence about how and for whom positive interpersonal leadership employee perceptions ABOUT THE AUTHORS Muhammad Zia Aslam is a Ph.D. candidate in the