Won-Moo Hur, Su-Jin Han, Jeong-Ju Yoo and Tae Won Moon
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…
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.
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This chapter discusses how the control and strategic management of resources plays a role in the occupational stress process. Building upon prior resource theories of stress, the…
Abstract
This chapter discusses how the control and strategic management of resources plays a role in the occupational stress process. Building upon prior resource theories of stress, the idea is developed that control of external and internal resources, and not resource acquisition or maintenance, is a vital element that contributes to a strain response to workplace demands. This can occur at the level of objective resources (resources needed to cope with demands), and it can occur at the level of perceived resources (the individual’s perception of resource control). The chapter also discusses the importance of resource management strategies that individuals engage in, as well as both internal and external resource management resources. Several common stressors are discussed in resource control terms, and the role of power and politics in strategic resource management is discussed.
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Kaylee J. Hackney and Pamela L. Perrewé
Research examining the experiences of women in the workplace has, to a large extent, neglected the unique stressors pregnant employees may experience. Stress during pregnancy has…
Abstract
Research examining the experiences of women in the workplace has, to a large extent, neglected the unique stressors pregnant employees may experience. Stress during pregnancy has been shown consistently to lead to detrimental consequences for the mother and her baby. Using job stress theories, we develop an expanded theoretical model of experienced stress during pregnancy and the potential detrimental health outcomes for the mother and her baby. Our theoretical model includes factors from multiple levels (i.e., individual, interpersonal, sociocultural, and community) and the role they play on the health and well-being of the pregnant employee and her baby. In order to gain a deeper understanding of job stress during pregnancy, we examine three pregnancy-specific organizational stressors (i.e., perceived pregnancy discrimination, pregnancy disclosure, and identity-role conflict) that are unique to pregnant employees. These stressors are argued to be over and above the normal job stressors experienced and they are proposed to result in elevated levels of experienced stress leading to detrimental health outcomes for the mother and baby. The role of resilience resources and learning in reducing some of the negative outcomes from job stressors is also explored.
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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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Galit Meisler, Eran Vigoda-Gadot and Amos Drory
This chapter builds on previous research that conceptualized organizational politics as an organizational stressor. After reviewing the studies that integrated the occupational…
Abstract
This chapter builds on previous research that conceptualized organizational politics as an organizational stressor. After reviewing the studies that integrated the occupational stress literature with the organizational politics literature, it discusses the negative implications of the use of intimidation and pressure by supervisors, implications that have generally been overlooked. Specifically, the chapter presents a conceptual model positing that the use of intimidation and pressure by supervisors creates stress in their subordinates. This stress, in turn, affects subordinates’ well-being, evident in higher levels of job dissatisfaction, job burnout, and turnover intentions. The stress also reduces the effectiveness of the organization, reflected in a high absenteeism rate, poorer task performance, and a decline in organizational citizenship behavior. The model also maintains that individual differences in emotional intelligence and political skill mitigate the stress experienced by subordinates, resulting from the use of intimidation and pressure by their supervisors. In acknowledging the destructive implications of such behavior in terms of employees’ well-being and the productivity of the organization, the chapter raises doubts about the wisdom of using it, and advises supervisors to rethink its use as a motivational tool. Implications of this chapter, as well as future research directions, are discussed.
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Ana Célia Araújo Simões, Sonia Maria Guedes Gondim and Katia Elizabeth Puente-Palacios
We test a multilevel exploratory predictive model, examining the relationships between emotional labor (EL) and workers' affectivity traits at a philanthropic hospital, where EL…
Abstract
Purpose
We test a multilevel exploratory predictive model, examining the relationships between emotional labor (EL) and workers' affectivity traits at a philanthropic hospital, where EL involves a process of emotional regulation at work involving emotional display rules, regulatory strategies, and emotional performance. Specifically, we test a model of the mediation effects of regulatory strategies and the moderation effects of emotional demands.
Study design and methods
Participants were 306 workers from 45 different units of a hospital institution, whose performance was evaluated by 30 supervisors. Since workers' emotional display rules could not be represented as shared, unit-level beliefs, we chose two critical demands to test our hypotheses: (1) demand to express compassion and (2) demand to conceal anger or disapproval.
Findings
Using multilevel analysis, we found evidence that deep acting mediates between emotional demands to express compassion and emotional performance. We found further that demands to conceal anger toward coworkers increase the strength of the relationship between negative affectivity and surface acting.
Originality/value
Theoretical and practical implications of the study are also discussed.
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Luca Giustiniano, Terri L. Griffith and Ann Majchrzak
For at least three decades, inter-organizational collaboration (IOC) has attracted scholarly attention and many studies have unveiled its inner dynamics. More recently, new…
Abstract
For at least three decades, inter-organizational collaboration (IOC) has attracted scholarly attention and many studies have unveiled its inner dynamics. More recently, new phenomena have appeared in the changing landscape of IOC, affecting the way in which organizations are open to interact with, and rely upon, other actors that may be standalone entities as well as representatives of other organizations. These actors operate “betwixt and between” the organizational core and its external environment(s), populating a liminal space located at the organization’s boundary in which activities take place according to non-proprietary and non-employment logics. The authors focus on the forms of collaboration, which blur the lines between organizations, calling into question the fundamental label of crowd-focused IOCs. The authors consider two forms: crowd-open and crowd-based organizations. The authors show the organizational design impact of openness spans from the mere scalability associated with organizational growth to the phenomena of reshaping formalization and standardization of roles and processes, and self-organizing over time.
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It is basically argued that, as the world economy progresses andthe means of transportation and communication become increasinglyavailable, the interdependence among means and…
Abstract
It is basically argued that, as the world economy progresses and the means of transportation and communication become increasingly available, the interdependence among means and ways of life also becomes inevitable and human relations tighten accordingly. However, though every individual tends to follow the patterns and directions of his (her) society′s way of living, he or she often conserves some peculiarities which can be identified with his or her personality. Individual and social behaviours are today becoming so interdependent that it is difficult to demarcate between “privacy” and “sociality”. This is particularly true in an advanced and complex society in which conflict between private and social interests is apparent. It is proposed that with effort this conflict can be removed or at least attenuated by adopting a more pragmatic approach to the humanistic economic system in which both private and social interests are allowed to be traded off without one necessarily impinging on the other.
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Māori are the indigenous people of Aotearoa/New Zealand and have a history of experiencing discrimination, which occurs similarly for Pacific peoples. While both ethnic groups…
Abstract
Purpose
Māori are the indigenous people of Aotearoa/New Zealand and have a history of experiencing discrimination, which occurs similarly for Pacific peoples. While both ethnic groups have lower pay and higher unemployment issues, their workplace experiences around perceived discrimination are seldom explored. Consequently, this study tests the influence of perceived discrimination on work outcomes (job satisfaction and work engagement) and well-being outcomes (job stress, job anxiety and job depression). Further, potential buffering effects of perceived organizational support (POS) and gender are conducted to test the symbolic interaction perspective (gender differences towards the potential buffering effects of POS).
Design/methodology/approach
The study uses data from Māori employees (n = 437) and Pacific employees (n = 148) for a total sample of 585 employees across a wide range of occupations and industries. Confirmatory factor analysis (CFA) of the data was used, and two-way and three-way moderations were conducted.
Findings
Overall, perceived discrimination was detrimentally related to all outcomes. Further, significant three-way interactions were found towards all well-being outcomes. This supported the symbolic interaction perspective, whereby high POS buffered perceived discrimination best for females, but low POS was key for males.
Research limitations/implications
This research is important because the authors provide much-needed empirical evidence around ethnic discrimination in Aotearoa/New Zealand workplaces and extend the outcomes explored in the discrimination literature. Implications for organizations include establishing the rate of discrimination and developing human resource management (HRM) practices to address this.
Originality/value
Beyond the unique findings towards Māori and Pacific employees, the strong support for the symbolic interaction perspective provides useful insights into understanding that support benefits differ by gender.