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Examining the Emotional Labor Process: A Moderated Model of Emotional Labor and Its Effects on Job Performance

Chau, Samantha Le
http://rave.ohiolink.edu/etdc/view?acc_num=akron1183057863

Abstract Details

2007, Doctor of Philosophy, University of Akron, Psychology-Industrial/Organizational.
The goal of the current study was to test and extend Grandey’s (2000) model of emotional labor by investigating the antecedents and outcomes of emotional labor. Specifically, the study presented and tested a model in which display rule perceptions were antecedents to emotional labor (i.e., surface and deep acting), which in turn led to emotional exhaustion, performance, and turnover. In addition, it was proposed that POS would moderate the relationship between display rules and emotional labor such that individuals that perceive they are supported by their organization would be more likely to conform to display rules via surface or deep acting. Furthermore, it was hypothesized that LMX would buffer the negative effects of surface acting on emotional exhaustion. Path analyses indicated that display rule perceptions to express positive emotions were positively related to deep acting and negatively related to surface acting. Conversely, display rule perceptions to suppress negative emotions were positively related to surface acting and not related to deep acting. In addition, surface acting was positively related to emotional exhaustion. However, contrary to the proposed hypotheses, LMX did not moderate the surface acting-emotional exhaustion relationship. Perceived organizational support was found to moderate several relationships between display rule perceptions and acting strategies, and contributes to the limited work on motivation to comply with display rules. Results also suggested that emotional labor was tied to actual turnover behaviors, such that surface acting was positively related to turnover intentions, which in turn led to actual turnover behaviors six months later. Implications, future research, and limitations are discussed.
Paul Levy (Advisor)
182 p.
Psychology, Industrial
Emotional labor; Turnover; Job performance; Perceived organizational support; Emotional exhaustion; Display rules; LMX; Surface acting; Deep acting

Recommended Citations

Citations

  • Chau, S. L. (2007). Examining the Emotional Labor Process: A Moderated Model of Emotional Labor and Its Effects on Job Performance [Doctoral dissertation, University of Akron]. OhioLINK Electronic Theses and Dissertations Center. http://rave.ohiolink.edu/etdc/view?acc_num=akron1183057863

    APA Style (7th edition)

  • Chau, Samantha. Examining the Emotional Labor Process: A Moderated Model of Emotional Labor and Its Effects on Job Performance. 2007. University of Akron, Doctoral dissertation. OhioLINK Electronic Theses and Dissertations Center, http://rave.ohiolink.edu/etdc/view?acc_num=akron1183057863.

    MLA Style (8th edition)

  • Chau, Samantha. "Examining the Emotional Labor Process: A Moderated Model of Emotional Labor and Its Effects on Job Performance." Doctoral dissertation, University of Akron, 2007. http://rave.ohiolink.edu/etdc/view?acc_num=akron1183057863

    Chicago Manual of Style (17th edition)

akron1183057863
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© 2007, all rights reserved.
This open access ETD is published by University of Akron and OhioLINK.