Emotional labor among police officers: a diary study relating strain,emotional labor,and service performance

Using emotional labor and conservation of resources (COR) theory, this diary study aims to gain insight into the role of daily strain in emotional labor and service performance on a day-to-day basis. Strain was taken into account both as an antecedent (at the start of the work shift), and as a consequence (at the end of the work shift) of emotional labor (surface acting, deep acting) and emotional dissonance. The participants were 53 Dutch police officers who completed a three-day diary questionnaire (i.e. 159 measurement occasions). The results of multilevel analyses showed that, as hypothesized, daily strain at the start of the work shift was positively related to daily surface acting and unrelated to daily deep acting. Furthermore, daily surface acting mediated the relationship between strain at the start of the work shift and (a) service performance and (b) strain at the end of the work shift. Additionally, as predicted, daily surface acting was particularly related to emotional dissonance when strain at the start of the work shift was high.     

Chinese hotel employees in the smiling masks: roles of job satisfaction,burnout, and supervisory support in relationships between emotional labor and performance

Using survey data obtained from 206 frontline hotel employees (Study 1) and 111 employee–supervisor dyads (Study 2), we examined how the emotional labor of hotel employees was associated with affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and work performance. We further found that supervisory support moderated the relationships between emotional labor and job satisfaction and burnout.     

组织文化认同内在层次与情绪工作的关联性分析

激发员工情绪工作是企业管理的重点.以服务行业工作人员为研究对象,依据社会认同理论,研究组织文化认同对情绪工作产生影响的机理,基于SPSS的回归分析,实证检验支持了组织文化认同是激发员工情绪工作的重要影响要素,其中组织文化认同的情感层能够有效地控制情绪工作中表层行为,认知层文化认同和行为层文化认同则能激发员工的深层行为,并且行为层认同更能激发员工的深层行为.     

Work‐to‐Family Spillover Effects of Workplace Ostracism: The Role of Work‐Home Segmentation Preferences

This study considers workplace ostracism as a source of stress and examines its spillover effects on the family. By integrating the work‐family interface model with boundary theory, we investigate the impact of workplace ostracism as perceived by employees on their family satisfaction by examining the mediating role of work‐to‐family conflict and the moderating role of work‐home segmentation preferences. The results from a three‐wave field survey of 233 employees in China indicate that workplace ostracism is negatively related to family satisfaction; this relationship is also mediated by work‐to‐family conflict. In addition, work‐home segmentation preferences attenuate the mediating effect of work‐to‐family conflict on the relationship between workplace ostracism and family satisfaction. The theoretical and managerial implications of these findings are discussed.     

非工作时间电子沟通对员工时间侵占行为的影响:基于资源保存理论视角

在非工作时间利用电子通讯工具进行工作沟通已成为组织中普遍存在的现象,但是随之而来的消极影响可能与组织的初心背道而驰。基于资源保存理论,探讨了非工作时间电子沟通对员工时间侵占行为的影响,以及情绪耗竭和自我牺牲型领导在其中的作用。通过对383名员工数据进行层次回归分析,研究发现:非工作时间电子沟通对员工时间侵占行为具有显著的正向影响,情绪耗竭在两者间起完全中介作用;自我牺牲型领导负向调节了情绪耗竭对员工时间侵占行为的正向影响,并弱化了情绪耗竭在非工作时间电子沟通与员工时间侵占行为之间的中介效应。本研究丰富了非工作时间电子沟通对员工行为的影响效应研究,同时为企业减少员工时间侵占行为提供实践指导。     

Who is fit to serve? Person–job/organization fit,emotional labor,and customer service performance

This study investigates person–job (P–J) fit and person–organization (P–O) fit perceptions and relates these perceptions to employees' emotional labor and customer service performance. Data from a two‐point, time‐lagged study of 263 employees and 690 customers reveal that both P–J and P–O fit relate positively to deep acting and negatively to surface acting, in accordance with an emotional labor perspective. In addition, P–J and P–O fit are jointly associated with emotional labor, such that the positive link between P–J fit and deep acting is stronger, and the negative link between P–J fit and surface acting is weaker when P–O fit is high. Emotional labor partially mediates the interactive effects of P–J and P–O fit on service interaction quality and customer satisfaction; service interaction quality relates positively to customer satisfaction. These findings have multiple theoretical and practical implications.     

The relationships between multifoci workplace aggression and work–family conflict

This study examined the relationships between multifoci workplace aggression by supervisors, coworkers, and customers and employees’ work–family conflict (ranked by spouses or closest family members). Furthermore, this study explored how employees’ problem-focused coping levels moderate the relationship between multifoci workplace aggression and employees’ negative affect, which subsequently influences their work–family conflicts. Data from a sample of 457 working adults and their spouses (or their closest family members) and results showed the direct effects of multifoci workplace aggression on employees’ work–family conflict. This research also found that problem-focused coping would weaken the relationship between supervisor/coworker aggression and employees’ negative affect. Moreover, the results revealed that the effects of multifoci workplace aggression spilled over into employees’ family domain through negative affect and influenced their work–family conflicts (ranked by spouses or closest family members). Finally, a moderated-mediation model used in this study supported the hypothesis that negative affect mediates the interactive effects of multifoci workplace aggression and problem-focused coping on employees’ work–family conflicts. The theoretical and practical implications of these findings are discussed.     

Revenge Exacerbates the Effects of Interpersonal Problems on Mentors’ Emotional Exhaustion and Work‐Family Conflict: A Self‐Defeating Perspective

Drawing on conservation of resources theory, this study examined the link between negative mentoring experiences (i.e., interpersonal problems) perceived by mentors and their work‐family conflict (WFC) by focusing on the mediating role of emotional exhaustion and the moderating role of revenge. The results of a field survey of 187 mentors in China supported all of our hypotheses, indicating that interpersonal problems perceived by mentors were positively related to their WFC. This relationship was also found to be mediated by the mentors’ emotional exhaustion. In addition, revenge against protégés was found to moderate the main effect of interpersonal problems on emotional exhaustion and the indirect effect of interpersonal problems on WFC. Specifically, revenge exacerbated the positive relationship between interpersonal problems and emotional exhaustion. Further, emotional exhaustion mediated the indirect effect of interpersonal problems on WFC when the level of revenge was high, but not when it was low. The findings of this study provide insightful theoretical contributions and managerial implications that indicate new directions for research related to mentoring and work‐family relationships. © 2016 Wiley Periodicals, Inc.     

Full circle support: unpacking the relationship between women entrepreneurs’ family-to-work support and work interference with family

With an anchoring in conservation of resources theory, this study examines the mediating role of women entrepreneurs’ work-related emotional exhaustion in the relationship between their family-to-business support and work interference with family, as well as the moderating role of the entrepreneurial character of their company’s strategy in this process. Survey data collected from women entrepreneurs in Argentina indicate that a notable reason that business support received from the family diminishes work interference with that same family is that it abates the sense of being overburdened by work. This benefit of reduced exhaustion is especially prominent to the extent that women entrepreneurs pursue an energy-consuming, entrepreneurial strategy for their business. For entrepreneurship scholars and practitioners, this research accordingly reveals a critical channel through which supportive family relationships can decrease the probability that women entrepreneurs bring work challenges home (i.e., diminished depletion of work energy), and it shows how this explanatory factor varies with the strategic profile they adopt for their business.

     

Emotion work and psychological well-being: A review of the literature and some conceptual considerations

In this article, the state of the art of research on emotion work (emotional labor) is summarized with an emphasis on its effects on well-being. It starts with a definition of what emotional labor or emotion work is. Aspects of emotion work, such as automatic emotion regulation, surface acting, and deep acting, are discussed from an action theory point of view. Empirical studies so far show that emotion work has both positive and negative effects on health. Negative effects were found for emotional dissonance. Concepts related to the frequency of emotion expression and the requirement to be sensitive to the emotions of others had both positive and negative effects. Control and social support moderate relations between emotion work variables and burnout and job satisfaction. Moreover, there is empirical evidence that the cooccurrence of emotion work and organizational problems leads to high levels of burnout.     

Positive psychological capital and emotional labor in Korea: the job demands-resources approach

This study examined the effect of organizational justice perception on service employees' positive psychological capital and the influence of positive psychological capital on surface and deep acting. Drawing on the job demands-resources (JD-R) model and the literature on positive work environment, the indirect effects of perceived distributive and procedural justice on surface and deep acting through service employees' psychological capital were hypothesized. Using data from 263 flight attendants of the largest airline company in South Korea, the results indicated that perceived distributive and procedural justice were positively related to service employees' psychological capital, which, in turn, fostered deep acting but not surface acting. Deep acting was negatively related to emotional exhaustion, while surface acting showed a positive relationship. Emotional exhaustion, in turn, increased turnover intention. This study offers contributions to our understanding of positive psychological capital and implications for emotional labor in service management. Limitations and future research directions are discussed.     

Public service motivation and customer service behaviour: testing the mediating role of emotional labour and the moderating role of gender

ABSTRACT

Prior research indicates that public service motivation (PSM) provides a motivational base for effective emotion regulation. This study extends this body of research by investigating how service workers in different gender groups regulate their emotions during service transactions. Analysis of survey data from public service workers in Thailand showed that ‘deep acting’ is the primary emotional labour strategy-linking PSM and customer service behaviour (CSB), whereas ‘surface acting’ does not play a mediating role. The results further revealed that PSM has a stronger association with male workers’ CSB only via deep acting. Theoretical and practical contributions are discussed.     

Trust in the supervisor and the development of employees’ social capital during organizational entry: a conservation of resources approach

Abstract

This article aims to understand how trust in the supervisor contributes to the development of employees’ social capital using Conservation of Resources theory as a theoretical framework and networking ability as an indicator of social capital development. We hypothesize that the relationship between newcomers’ trust in the supervisor and networking ability will be mediated by feedback seeking from the supervisor and moderated by emotional exhaustion. Based on a three-wave time-lagged study of newcomers (N = 224), we found trust in the supervisor to be indirectly and positively related to networking ability through the mediating influence of feedback seeking from the supervisor. In addition, feedback seeking interacted with emotional exhaustion in predicting networking ability such that it was more positively related to it at high levels of emotional exhaustion. The indirect relationship of trust to networking ability as mediated by feedback seeking was also stronger at high levels of emotional exhaustion. We discuss this study’s implications for our understanding of supervisors’ role and newcomers’ experience during entry, as well as for social capital research.     

Work role stressors and turnover intentions: a study of professional clergy in Hong Kong

Work and occupational stress have long been concerns for employees and human resource managers as they cause many negative outcomes. Most of the previous studies on work stress were conducted in Western countries, while limited research has addressed this important topic in the Asian context. In this study, we examine the effects of several work role stressors (i.e. role ambiguity, role conflict, role overload and work–family conflict) on emotional exhaustion, job satisfaction and intentions to leave. Additionally, we test the mediating effects of emotional exhaustion and job satisfaction between the relationship of role stressors and intentions to leave. Data were collected from a sample of 887 professional clergy in Hong Kong. The results of regression analysis show that role stressors have a significant impact on both emotional exhaustion and job satisfaction, which in turn affect respondents' intentions to leave their organization.     

The relationship between newcomers’ emotional labor and service performance: the moderating roles of service training and mentoring functions

Abstract

Retaining newcomers and enhancing their service performance are critical issues for the human resource management and hospitality management fields. However, newcomers have just begun to learn the organizational display rules and often encounter more emotional problems than veteran employees. Thus, how organizations help the newcomers to manage their emotions in order to deliver better service is an important issue. Based on the Job Demands-Resources (JD-R) model, this study explores the relationship between newcomers’ emotional labor and service performance, and examines whether human resource practices such as service training and mentoring functions can moderate this association. We collected data from hospitality newcomers and their supervisors from 34 hotels. A total of 244 valid paired questionnaires were collected during two different time phases. The results of hierarchical regression analysis show that newcomers’ deep acting positively relates to service performance and service training can enhance this relationship. In addition, mentoring functions also differentially moderate the relationships between the two emotional labor strategies and service performance.     

Containing conflict: a relational approach to the study of high-involvement work practices in the health-care setting

This study extends strategic human resource management research by focusing on the effects of high-involvement work practices (HIWPs) on relational outcomes with customers (patients). The authors provide evidence that relational dynamics among employees act as a mediating mechanism for the relationship between workplace practices and these outcomes. In particular, we propose that human resource management practices designed to increase employees' involvement at work reduce the level of organizational conflict among employees, which, in turn, affect employees' conflict with patients and their families. Using a two-wave longitudinal survey of 378 patient care providers at 20 nursing homes, the authors argue that the effect of HIWPs on conflict between nursing home staff and patients and their family members is mediated by task and relationship conflict among employees. The results provide strong support for the mediating role of organizational conflict among employees by documenting that the negative effect of HIWPs on employees' conflict with patients and their families is mediated by the reduced levels of task conflict and relationship conflict among employees. The study's findings shed new light on the relational mechanism through which HR practices affect employees and customers. Scholarly and practical implications are discussed.     

Mutual Gains? Health‐Related HRM,Collective Well‐Being and Organizational Performance

Research on the effects of HR management on employees’ psychological well‐being has yielded inconclusive results. Moreover, prior works remain unclear on whether human resource practices specifically aimed at enhancing employee well‐being also benefit organizational performance. Building on signaling theory and conservation of resources theory, our study investigates the relationship between health‐related human resource management (HHRM), employees’ collective well‐being (in terms of collective emotional exhaustion and collective engagement) and organizational performance. Results from a multi‐source field study of top management team members, HR representatives, and 15,952 employees in 88 organizations reveal a positive indirect relationship between HHRM and employees’ collective well‐being, which is mediated by employees’ positive stress mindset. In addition, we find this positive indirect association to depend on the level of transformational leadership climate in organizations. Finally, our findings also show a positive indirect relationship between HHRM and company performance, mediated by employees’ positive stress mindset and collective engagement.     

Mediating role of perceived supervisor support in the relationship between job autonomy and mental health: moderating role of value–means fit

Based on self-determination theory (SDT), this study investigates the relationship between job autonomy and mental health and the mediating role of perceived supervisor support (PSS) in that relationship. The study also examines whether employees’ work values moderate the relationships between job autonomy and PSS and mental health. Although it is well known that job autonomy has close relationships with mental health, we know little about the roles of PSS and employees’ values in these relationships. Using data from a nationally representative survey, this study found that PSS mediated the relationship between job autonomy and mental health. Furthermore, intrinsic work values positively moderated the relationships of job autonomy with PSS and mental health, whereas extrinsic work values negatively moderated these relationships. These findings support the idea of value–means fit. The findings provide important implications, beyond SDT, for how employees’ mental health can be improved and which employees benefit more from job autonomy.     

The Costs of Exhibiting Organizational Citizenship Behavior

Organizational citizenship behavior (OCB) has been associated with positive organizational outcomes and with higher managerial ratings of employee performance. However, concerns have been raised about the possible personal costs of performing such activities. This paper examines the relationship between OCB and emotional exhaustion and work‐family conflict and explores the moderating role of job performance in shaping those relationships. In a time‐lagged field study of customer‐contact center employees the research found that one particular dimension of OCB—conscientiousness—was associated with higher emotional exhaustion and with work‐family conflict. The study also revealed that conscientious employees who performed their in‐role job responsibilities at a high level experienced greater emotional exhaustion and work‐family conflict than conscientious employees who performed their in‐role job responsibilities at a low level. Our findings suggest that organizational pressures to increase the level at which both discretionary and formal role obligations are performed can carry negative consequences for employees. © 2016 Wiley Periodicals, Inc.