Revisiting the Effect of Emotional Labor: A Multi-Level Investigation in Front-Line Service Teams

Zhao, Xiaojie; Fu, Na; Freeney, Yseult; Flood, Patrick C.

doi:10.3389/fpsyg.2020.570048

Cited by 9 publications

(4 citation statements)

References 66 publications

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“…A study of Chinese hospital nurses by Deng et al [ 52 ] found that surface acting is positively associated with emotional exhaustion. Zhao et al [ 53 ] also confirmed in a study of front-line service teams that surface acting positively predicts emotional exhaustion. With this theoretical and empirical evidence, we expect the following:…”

Section: Literature Review and Hypothesis Developmentmentioning

confidence: 89%

How surface acting affects turnover intention among family doctors in rural China: the mediating role of emotional exhaustion and the moderating role of occupational commitment

et al. 2023

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Background Family doctors in rural China are the main force for primary health care, but the workforce has not been well stabilized in recent years. Surface acting is an emotional labor strategy with a disparity between inner feelings and emotional displays, provoking negative effects such as emotional exhaustion, occupational commitment reduction, and, consequently, increasing turnover rate. With the Conservation of Resources theory, this study explores how the surface acting of rural family doctors affects turnover intention through emotional exhaustion and investigates what role occupational commitment plays in this relationship. Methods With a valid response rate of 93.89%, 953 valid data were collected by an anonymous self-administered questionnaire survey in December 2021 in Shandong Province, China. Cronbach’s Alpha and confirmatory factor analysis (CFA) were used to estimate reliability and construct validity, respectively. The PROCESS macro in SPSS was performed to analyze the mediating and moderated mediation effects of surface acting, emotional exhaustion, occupational commitment, and turnover intention. Results Reliability and validity indicated that the measurement instruments were acceptable. Surface acting had a direct positive effect on turnover intention (β = 0.481, 95% CI [0.420, 0.543]). Emotional exhaustion partially mediated the effect of surface acting on turnover intention (indirect effect: 0.214, 95% CI [0.175, 0.256]). Occupational commitment moderated the effect of emotional exhaustion on turnover intention (β = − 0.065, 95% CI [− 0.111, − 0.019]), and moderated the indirect effect of surface acting on turnover intention via emotional exhaustion (index of moderated mediation: − 0.035). Conclusions Emotional exhaustion partially mediates the relationship between surface acting and turnover intention among family doctors in rural China, and occupational commitment moderates the direct effect of emotional exhaustion on turnover intention and further moderates the mediating effect. Policymakers should pay more attention to the effects of emotional labor and emotional resource depletion on the stability of rural health human resources.

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Section: Literature Review and Hypothesis Developmentmentioning

confidence: 89%

How surface acting affects turnover intention among family doctors in rural China: the mediating role of emotional exhaustion and the moderating role of occupational commitment

et al. 2023

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“…However, P3 showed no change in deep acting and P1 showed a decrease in deep acting (from 2 to 1.67), but this decrease was smaller than the decrease in surface acting (from 2.33 to 1). Deep acting, one aspect of emotional labor, requires effort to actually feel and express the required emotions, and some studies show that, unlike surface acting, deep acting is related to better mental health and high job satisfaction [21,22]. Thus, though P2 showed an increase in overall emotional labor level after the mindfulness program, given that deep acting was most affected, it is likely that the mindfulness program still had a positive effect on their mental health and job satisfaction.…”

Section: Discussionmentioning

confidence: 99%

The First Attempt to Apply an Online Mindfulness Program to Nursing Staff in a Traditional Korean Medicine Clinic in COVID-19 Era: A Case Series

Kwon

Park

2023

Healthcare

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The importance of medical personnel’s mental health is emphasized in the COVID-19 era. The characteristics of traditional Korean medicine (KM) may affect the mental health of nursing staff working at KM clinics. In this case series, we report the first attempt to apply an online mindfulness program to the nursing staff in a KM clinic in Korea. For three female nursing assistants, an online mindfulness program consisting of five sessions was offered for two months. After the program, a decrease in emotional labor was observed in two participants, and a decrease in the level of burnout was observed in all participants. One participant showed an increase in their emotional labor level, which was associated with an increase in deep acting. The participants expressed a high level of satisfaction with this program in terms of recommendations for peers and willingness to participate again. As this report is a case series, larger studies are needed to fully evaluate the benefits of the program on emotional labor and burnout of KM clinic nursing staff. However, the potential benefits of emotional labor and burnout, high satisfaction, and some challenges identified in this case series can be considered in future extensions and modifications of the program.

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“…Because of the nature of the investigation and its multiple advantages, the questionnaire was utilised as a data-collecting device in the study. The instrument was designed based on the works of experts in the field, such as Deng et al (2016), Ogunsola et al (2020) and Zhao et al (2020). In order to ensure the instruments' validity, we gave drafts to one Professor from the University of Cape Coast and one colleague at St. Joseph's College of Education for their expert judgments, which helped in proving the validity of the instruments.…”

Section: Issues Of Validity and Reliabilitymentioning

confidence: 99%

Impacts of Emotional Labour on Employee Retention in The Health Sector

Darko,

Bediako,

Tawiah

2023

ORCADEV

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The health sector is one industry where a human-oriented approach predominates and interpersonal relationships are more intense. According to research, these professionals must display the appropriate emotions when dealing with patients and their families. Employees must, therefore, put in their emotional labour in addition to their cerebral and physical labour to meet these demands, although there aren't many studies in this field. The study aimed to investigate the effect of emotional labour on employee retention in the Ghanaian health sector using professional health workers at Bechem Government Hospital in the Tano South Municipality as the unit for analysis. The study was conducted at the Bechem Government Hospital in the Tano South Municipality of Ghana. The basic random sample method was used to choose the research participants. A sample size of 110 professional health workers was used. The major data collection instrument utilised by the researcher was a questionnaire. A descriptive statistic and an inferential statistic (such as an independent t-test) were used to run the data acquired using the study questions. From the findings, it was revealed that professional health workers, on average, exhibited high levels of emotional labour. Also, among the findings, it was revealed that emotional labour affects health workers’ retention. The study concludes that emotional labour is crucial in determining employees' work outcomes. Therefore, It is recommended that management of health institutions should often discuss and offer advice on the individual's professional development, explaining how this position will meet that demand.

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Revisiting the Effect of Emotional Labor: A Multi-Level Investigation in Front-Line Service Teams

Cited by 9 publications

References 66 publications

How surface acting affects turnover intention among family doctors in rural China: the mediating role of emotional exhaustion and the moderating role of occupational commitment

How surface acting affects turnover intention among family doctors in rural China: the mediating role of emotional exhaustion and the moderating role of occupational commitment

The First Attempt to Apply an Online Mindfulness Program to Nursing Staff in a Traditional Korean Medicine Clinic in COVID-19 Era: A Case Series

Impacts of Emotional Labour on Employee Retention in The Health Sector

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