Between surface and deep acting: a strategy to get a good feeling at workplace

Abstract

Emotional variables have been considered as a significant practice for organization. However, there is still need empirical confirmation to indicate how these emotional variables have a role in the workplace specially to interact with customer. This study aims to examine the influence of emotional intelligent on employee performance through the following mediator variables: surface acting, deep acting, work engagement and work burnout. Data collected from 121 employees of an insurance companies in Semarang City, Indonesia were empirically tested using WarpPLS 6.0. Respondents completed measures of the variables through questioner with the Likert scale. The findings revealed that emotional intelligent was mediated surface acting, deep acting, work engagement and work burnout in which it can increase employee performance.

How emotional labor affects job performance in hospitality employees

“…For front of house employees working in higher-level hotels, because the organization's quality requirements are higher than ordinary hotels, the organization tends to demand higher standards of employees in communicating work objectives (Kwon et al, 2019). Past studies have displayed that employees suffering from surface acting and/or deep acting may put themselves in the status of emotional exhausted Wulansari et al, 2021). Nevertheless, the study shown that emotional exhaustion was not positively affected by surface acting, but is negatively affected by deep acting.…”

“…In addition, if a person's characteristics embrace high resistance to tension, this confrontation can alleviate the loss of resources Jeon, 2016). A study conducted in the insurance industry in Indonesia by Wulansari et al (2021), the results indicated that the moderating effect of EI had an affirmative interaction on job performance of employees when related with SA, DA, work commitment, and work exhaustion. Han et al (2017) conducted a survey on restaurant service staff and revealed that with their particular emotional intelligence and, if, along with external verbal or physical supports from restaurant managers, will develop a direct impact on employees' job satisfaction and polished employees' job performance unintentionally.…”