Servir les clients avec le sourire: Source d'épuisement ou de performance chez les employés de centres d'appels?

This study examines the relationships between emotional labour (surface acting, deep acting, and natural expression of positive emotions) and emotional exhaustion and service performance among 215 call centre employees. Of the hypotheses concerning the relation between the three emotional regulation strategies to emotional exhaustion and to service performance, only natural expression of positive emotion is significantly related to both consequences. Results also suggest that neuroticism moderates the link between deep acting and emotional exhaustion: employees with low levels of neuroticism seem more emotionally exhausted when they use deep acting. Copyright © 2016 ASAC. Published by John Wiley & Sons, Ltd.