Surface Acting, Emotional Exhaustion, and Employee Sabotage to Customers: Moderating Roles of Quality of Social Exchanges

Zhang, Hui; Zhou, Zhiqing E.; Zhan, Yang; Liu, Chengbin; Zhang, Li

doi:10.3389/fpsyg.2018.02197

Cited by 31 publications

(23 citation statements)

References 102 publications

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“…The probable reason behind this result may be that adverse effect of BO on EWB has been compensated by favourable effect of WE and JS (Mehta and Sharma, 2020; Bakker and Demerouti, 2017; Thuynsma and de Beer, 2017; Jin et al ., 2015; Jin and Guy, 2009). Besides, another credible reason behind this outcome may be the adoption of deep acting strategy, while performing EW, which subsequently prevents the employees from the feeling of emotional dissonance and improves the various positive dimensions of EWB such as, WE and JS (Mehta and Sharma, 2020; Zhang et al , 2018; Grandey, 2003).…”

Section: Discussionmentioning

confidence: 99%

Moderation effect of social support and personal resources between emotional work and employee wellbeing

Mehta

Sharma

2021

APJBA

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PurposeThere is dearth of studies in the literature which have discussed the relevance of personal and social resources of employees to protect them from adverse impacts of emotional job demands. However, interaction effect of these two resources on wellbeing of the employees in context to emotional work is inadequate. The present study is aimed to address the existing gap and investigate the relevance of personal and social resources as moderators in the presence of each other between emotional work and employee wellbeing.Design/methodology/approachThe research work has focused on employees working on frontline profiles of civil aviation industry of north India. The responses of 720 frontline employees have been collected through pretested questionnaire. To understand the moderation effect of two variables, model number 3 developed by Hayes (2012) has been applied.FindingsThe findings have revealed that moderator role of social support between emotional work and employee wellbeing. However, research has pointed out that at high level of social support personal resources of employees' start to decline which subsequently reduces the wellbeing of employees.Research limitations/implicationsThe present research work has analysed the moderated moderation effect of personal and social resources between emotional work and employee wellbeing. Besides, the relative significance of personal resources vis-a vis social resources empirically in context of employee wellbeing in case of emotional work has also been highlighted in the work.Practical implicationsThe results of the study have suggested the employees to receive less social support from friends, family and other significant relationships to protect their personal resources in emotional work settings. Moreover, research work has implicated for employers to draw out the various interventions through which personal resources of employees can be enhanced in emotional work settings. Also, the research has assisted in designing the key competencies for different job domains of emotional work setups.Social implicationsThe present study is very substantial in offering various parameters over which wellbeing policies for individuals can be framed. Also, the study has outlined the consequences of receiving different levels of social support which is applicable for that set of population who wants to enhance their personal resources for attaining high wellbeing.Originality/valueThe study has empirically investigated interaction effect of social and personal resources of employees between emotional work and employee wellbeing which is scarce in the literature. Besides, a dark side of social support in emotional work context has also been highlighted which was scarcely discussed in emotional work settings previously.

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Section: Discussionmentioning

confidence: 99%

Moderation effect of social support and personal resources between emotional work and employee wellbeing

Mehta

Sharma

2021

APJBA

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“…Moreover, the other probable reason behind this feeling of burnout is surface acting strategy which is strongly responsible for generating a feeling of emotional dissonance in employees (Zhang et al, 2018). Further, it may happen that this negative impact has been mitigated due to presence of personal and job resources which does not impacts wellbeing of employees in adverse way.…”

Section: Discussionmentioning

confidence: 99%

Exploring the linkage between emotional work and employee wellbeing: a study of civil aviation industry in North India

Mehta

Sharma

2020

IJWOE

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The emotional control at workplace play a vital role in influencing employees as doing something in against of genuine emotions directly impacts dimensions of employee wellbeing such as work engagement, burnout and job satisfaction. The present study aimed to investigate the linkage between emotional work (surface acting and deep acting) and employee wellbeing of civil aviation industry by drawing a sample of 600 employees of civil aviation industry of North India. The findings of the study have revealed that there is significant positive impact of emotional work on employee wellbeing. Results of present study have presented a different facet of emotional work which determines that emotional work does not impact employee wellbeing in adverse manner. The present study would assist the organisations in forming different wellbeing interventions for improving wellbeing of employees in emotional work settings.

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“…This is because the employee loses all or most of his/her emotional resources in the masking process and is left with little resources to curb the demanding situation of service recovery [53,74]. Hence, the employee behaves more negatively by holding customer's demands [83]. The literature further emphasizes that customer deviant behavior in the form disproportionate expectations and customer verbal aggression, which are associated with employee psychological wellbeing "burnout" and frontline employee' burnout should be linked with the recovery service effort they made.…”

Section: Hypothesis 5b (H5b) Burnout Mediates the Relationship Betwee...mentioning

confidence: 99%

Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers

et al. 2020

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This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees’ incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect. To explore the multi-level trickle effect, this study has collected data from two sources, i.e., customers and employees. The data was analyzed with the help of AMOS. The results revealed that customer’s verbal aggression escalates employee’s burnout, which in turn affects employee’s incivility towards customers. However, the indirect paths from disproportionate customer demand toward service recovery efforts and employee’s incivility towards customers were found to be insignificant. This study addressed the existing gap in the literature by examining the trickle effect within and outside the boundaries of an organization. The results of this study laid down some useful managerial and theoretical implications.

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Surface Acting, Emotional Exhaustion, and Employee Sabotage to Customers: Moderating Roles of Quality of Social Exchanges

Cited by 31 publications

References 102 publications

Moderation effect of social support and personal resources between emotional work and employee wellbeing

Moderation effect of social support and personal resources between emotional work and employee wellbeing

Exploring the linkage between emotional work and employee wellbeing: a study of civil aviation industry in North India

Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers

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