TY  - JOUR
AB  - 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.
VL  - 53
IS  - 3
SN  - 0025-1747
DO  - 10.1108/MD-07-2013-0379
UR  - https://doi.org/10.1108/MD-07-2013-0379
AU  - Hur Won-Moo
AU  - Han Su-Jin
AU  - Yoo Jeong-Ju
AU  - Moon Tae Won
PY  - 2015
Y1  - 2015/01/01
TI  - The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes
T2  - Management Decision
PB  - Emerald Group Publishing Limited
SP  - 605
EP  - 624
Y2  - 2024/04/26
ER  -