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1 – 10 of 526Desynta Rahmawati Gunawan, Anis Eliyana, Rachmawati Dewi Anggraini, Andika Setia Pratama, Zukhruf Febrianto and Marziah Zahar
This study explores how emotional intelligence, customer orientation, deep acting and surface acting influence job satisfaction among middle managers in their interactions with…
Abstract
Purpose
This study explores how emotional intelligence, customer orientation, deep acting and surface acting influence job satisfaction among middle managers in their interactions with customers, colleagues and business partners. By examining these factors, we aim to provide insights into their collective impact on job satisfaction and interpersonal dynamics within organizational contexts.
Design/methodology/approach
By involving 95 middle managers at Indonesian Internet service providers as respondents, this research used a questionnaire to collect data. Next, the data were analyzed using the partial least square-structural equation modeling (PLS-SEM) technique, which evaluated measurement models and structural models. A total of twelve hypotheses were tested in this study.
Findings
This study found that customer orientation does not have a significant effect on deep acting, thereby nullifying its indirect effect on job satisfaction. Conversely, it's demonstrated that both deep acting and surface acting serve as partial mediators in the relationship between emotional intelligence and job satisfaction. Furthermore, surface acting emerges as a partial mediator in the connection between customer orientation and job satisfaction.
Originality/value
By exploring the relationship between customer orientation, emotional intelligence and job satisfaction among employees, this study seeks to reveal novel insights. The study examines the impact of these critical elements, which are necessary for middle managers to effectively manage their emotions and cultivate significant connections, on their overall job satisfaction and interpersonal dynamics in their diverse responsibilities.
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Gang Wang, Scott E. Seibert and Terry L. Boles
The purpose of the current chapter is to meta-analytically examine the nomological network around emotional labor. The results show that negative display rules, high level of job…
Abstract
The purpose of the current chapter is to meta-analytically examine the nomological network around emotional labor. The results show that negative display rules, high level of job demand, frequent contacts with customers, and lack of autonomy and social support are significantly related to surface acting, whereas display rules, opportunities to display various emotions, and frequent, intensive, and long time contacts with customers are significantly related to deep acting. Further, people high on negative affectivity and neuroticism are more likely to surface act, whereas people high on positive affectivity and extraversion are more likely to deep act. In addition, surface acting is mainly associated with undesirable work outcomes, whereas deep acting is mainly related to desirable work outcomes.
Markus Groth and Mahsa Esmaeilikia
This paper aims to aims to extend emotional labor research by exploring whether the impact of emotional labor on customer satisfaction depends on the order in which different…
Abstract
Purpose
This paper aims to aims to extend emotional labor research by exploring whether the impact of emotional labor on customer satisfaction depends on the order in which different emotional labor strategies are used by employees. Specifically, the authors explore how the order effects of two emotional labor strategies – deep and surface acting – impact customer satisfaction.
Design/methodology/approach
The authors conducted two experimental studies in which participants interacted with service employees who systematically switched between surface and deep acting strategies during the service episode. In Study 1, participants watched a video clip depicting a service encounter in a bookstore. In Study 2, participants partook in a simulated career-counseling session.
Findings
The four different emotional labor strategy order effects differentially impact customer satisfaction. Consistent with theories of gain–loss effects, improvement and decline trends positively or negatively impact customers, respectively. Furthermore, results show that these trends impact customer satisfaction growth differently over time.
Research limitations/implications
The authors only focused on two emotional labor strategies, and future research may benefit from extending the research to additional regulation strategies and/or specific discrete emotions.
Practical implications
The results suggest that managers may train employees in recognizing that customer satisfaction is not just driven by customers’ overall assessment of the interaction but also by their experience at different stages of the interaction.
Originality/value
Service marketing and management scholars have largely explored emotional labor from a between-person or within-person perspective, with little empirical attention paid to within-episode processes that focus on how employee behavior varies within a single service episode. To the best of the authors’ knowledge, this study is one of the first to demonstrate that surface and deep acting can be used simultaneously and dynamically over the course of a single service interaction in impacting customer satisfaction.
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Mikyoung Lee and Keum-Seong Jang
The purpose of this paper is to examine the relationships between emotional labor, emotions, and job satisfaction among nurses, and explore the mediating role of emotions in the…
Abstract
Purpose
The purpose of this paper is to examine the relationships between emotional labor, emotions, and job satisfaction among nurses, and explore the mediating role of emotions in the relationship between emotional labor and job satisfaction.
Design/methodology/approach
A cross-sectional study was designed with 168 nurses in Korea. Structural equation modeling and path analysis were performed to analyze data.
Findings
Surface acting correlated positively with anxiety and frustration. Deep acting correlated positively with enjoyment and pride but correlated negatively with anxiety, anger and frustration. Enjoyment and pride correlated positively with job satisfaction; anger correlated negatively with job satisfaction. Deep acting correlated positively with job satisfaction, while surface acting did not show a significant relationship. Enjoyment, pride and anger mediated the relationship between deep acting and job satisfaction.
Research limitations/implications
This research expands empirical findings on nurses’ emotional experiences, by considering their discrete emotions rather than general affect. It is the first study to empirically examine the relationships between emotional labor, discrete emotions and job satisfaction, as well as the mediating role of emotions in the relationship between emotional labor and job satisfaction in the nursing field. The mediating role of emotions suggests that not only nurses and nurse managers but also hospital administrators should take nurses’ emotions into account to increase nurses’ well-being and their job satisfaction. Finally, differential influences of surface acting and deep acting on nurses’ emotional experiences and job satisfaction highlight the need for practical interventions to promote the use of deep acting among nurses.
Originality/value
This study confirms the mediating role of emotions in the relationship between emotional labor and job satisfaction in the nursing field. It encourages future research to pay greater attention to nurses’ emotions themselves along with emotional labor. Findings add an interdisciplinary aspect to research on nursing by assimilating psychological perspectives of emotion and emotion management research to this field.
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Yu-Shan (Sandy) Huang and Tom J. Brown
The purpose of this paper is to examine how customer orientation affects frontline service workers’ deep acting and to what extent the effect is moderated by the severity of…
Abstract
Purpose
The purpose of this paper is to examine how customer orientation affects frontline service workers’ deep acting and to what extent the effect is moderated by the severity of dysfunctional customer behavior (DCB). Service organizations usually want their employees to demonstrate sincere emotions during customer encounters.
Design/methodology/approach
The study employed a mixed method design using measured variables (e.g. customer orientation) and a scenario-based manipulated variable (i.e. DCB severity). Data from 237 service workers were used to investigate the theoretical model.
Findings
Results showed that perspective taking and emotional sensitivity mediate the positive effect of customer orientation on deep acting. Furthermore, the influence of emotional sensitivity on deep acting is positive when DCB is less severe, but becomes non-significant when DCB becomes severe.
Research limitations/implications
Because the DCB severity is manipulated as a single event, future research can examine its influence based on employees’ experiences. Also, future studies may investigate other mechanisms to explain customer orientation’s effects on deep acting.
Practical implications
This paper provides service organizations an understanding of the key roles of emotional sensitivity and perspective taking in driving deep acting as well as the importance of monitoring DCB severity.
Originality/value
The study is one of the first in marketing to examine the different influences of DCB severity on important employee outcomes. This study also identifies two important mediators to explain how customer orientation drives deep acting.
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Lindsey Lee and Juan M. Madera
The purpose of this paper is to examine how emotional labor strategies (deep and surface acting) impact engagement through stress via two different emotional displays (suppressing…
Abstract
Purpose
The purpose of this paper is to examine how emotional labor strategies (deep and surface acting) impact engagement through stress via two different emotional displays (suppressing negative emotions and expressing positive emotions) in coworker-to-coworker relationships.
Design/methodology/approach
This study used psychological and temporal separation techniques to survey hotel managers (Study 1) and hospitality students with frontline service jobs (Study 2).
Findings
Across both samples, the results showed that surface acting was related to suppressing negative emotions, which was positively related to stress, deep acting was related to expressing positive emotions, which was negatively related to stress, and stress was negatively related to engagement, suggesting that emotional labor affects engagement through either deep acting or surface acting and their related emotional displays.
Practical implications
The results show that hospitality employees either genuinely express positive emotions as a strategy to deep act or suppress negative emotions as a strategy to surface act with coworkers. Both emotional displays were related to engagement, suggesting that employers should alter expectations for emotional displays among coworkers and train employees how to manage their emotions to have a positive impact on engagement.
Originality/value
The unique contribution of the current paper is showing how emotional labor is related to engagement in the context of coworker-to-coworker emotional labor, which is rarely found in customer-based emotional labor. The results also provide a better understanding of how surface and deep acting are used in a hospitality context, because the measures of surface and deep acting usually focus on broad emotions rather than discrete emotions.
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Gary Blau, Jason Fertig, Donna Surges Tatum, Stacey Connaughton, Dong Soo Park and Catherine Marshall
Within the emotional labor (EL) literature, the paper's aim is to test for additional scale distinctions in surface acting and deep acting, using a “difficult client” referent.
Abstract
Purpose
Within the emotional labor (EL) literature, the paper's aim is to test for additional scale distinctions in surface acting and deep acting, using a “difficult client” referent.
Design/methodology/approach
Working with existing definitions and operationalizations across prior EL studies, an on‐line sample of 1,975 massage therapists and bodywork practitioners (M&Bs) was used to test the hypotheses. Hinkin's recommended three steps for scale development: item development, scale development and scale evaluation were applied. The M&B sample was randomly split to carry out exploratory factor analysis (EFA) and then confirmatory factor analysis (CFA). A smaller validation sample of 203 working adults was also tested using EFA.
Findings
Convergent support was found for EFA between the M&B and validation samples, as well as between EFA and CFA for the M&B sample. Two types of surface acting could be distinguished, basic surface acting (BSA) and challenged surface acting (CSA), while three types of deep acting could be distinguished, basic deep acting (BDA), perspective taking deep acting (PTDA) and positive refocus deep acting (PRDA).
Originality/value
This paper studies a unique sample, massage and body therapists, and the “difficult client” stimulus has not been formally tested in prior EL scale work.
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Yuyan Zhang and Alexandra Luong
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…
Abstract
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.
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William J. Becker and Russell Cropanzano
Previous research on emotional labor has typically been conducted at the individual level of analysis, despite the fact that many organizations have incorporated work teams into…
Abstract
Previous research on emotional labor has typically been conducted at the individual level of analysis, despite the fact that many organizations have incorporated work teams into their business model. The use of work teams turns emotional management into a group task on which employees work as a collective. The present chapter proposes a conceptual model that describes the antecedents and consequences of team-level emotional labor. We propose that work groups often impose positive display rules (express integrative emotion) and negative display rules (suppress differentiating emotions) on their members. Positive display rules generally trigger group-level deep acting, whereby teammates seek to change their internal feelings. Negative display rules generally trigger surface acting, whereby teammates retain their actual emotions but do not actually express differentiating feelings. These two dimensions of emotional labor, for their part, impact emotional exhaustion. Deep acting one's positive emotions lowers emotional exhaustion and surface acting increases it. We discuss the consequences of our model for workplace behavior, such as performance. We also discuss how the relationships involving emotional labor change when one considers these constructs at the group-level of analysis.
This chapter addresses how emotional labor relates to effort; an important mediator in the relationship between emotional labor strategies and important outcomes. To better…
Abstract
This chapter addresses how emotional labor relates to effort; an important mediator in the relationship between emotional labor strategies and important outcomes. To better understand how effort functions in these relationships, a new way of understanding emotional labor strategies is considered. This new approach accounts for effort profiles associated with different types of emotional labor. Consequently, three distinct categories of emotional labor strategies emerge; cause-focused, symptom-focused, and avoidance actions. These new categories are contrasted with the current dichotomous understanding of emotional labor strategies; surface and deep acting. How these three distinct sets of emotional labor strategies are specifically related to effort – and thus to outcomes of interest – is discussed and propositions are made. The implications of, and avenues for future research afforded by this new categorization of emotional labor are discussed.