The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes

Won-Moo Hur (School of Business Administration, Pukyong National University, Busan, South Korea)
Su-Jin Han (The Business Administration Division, Hoseo University, Cheonan, South Korea)
Jeong-Ju Yoo (Department of Family and Consumer Sciences, Baylor University, Waco, Texas, USA)
Tae Won Moon (The College of Business Administration, Hongik University, Seoul, South Korea)

Management Decision

ISSN: 0025-1747

Publication date: 20 April 2015

Abstract

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.

Keywords

Citation

Hur, W., Han, S., Yoo, J. and Moon, T. (2015), "The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes", Management Decision, Vol. 53 No. 3, pp. 605-624. https://doi.org/10.1108/MD-07-2013-0379

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Publisher

:

Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited

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