Relationships between emotional labor, job performance, and turnover

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• 作者：Robyn E. Goodwin ; ^a ; ^{robyng@unsw.edu.au" rel="nofollow} ; Markus Groth¹ ; ^a ; ^{markusg@unsw.edu.au" rel="nofollow} ; Stephen J. Frenkel² ; ^a ; ^{stevef@unsw.edu.au" rel="nofollow}
• 关键词：Emotional labor ; Customer service ; Employee performance ; Turnover
• 刊名：Journal of Vocational Behavior
• 出版年：2011
• 出版时间：October 2011
• 年：2011
• 卷：79
• 期：2
• 页码：538-548
• 全文大小：370 K

文摘

The present study investigates the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover. Call center employees from two large financial service organizations completed an online survey about their use of surface and deep acting. Their responses were matched with supervisors' ratings of overall job performance and organizational turnover records obtained 9 months later. Results indicate that surface acting is directly related to employee turnover and emotional exhaustion and that the relationship between surface acting and job performance is indirect via employee affective delivery. Deep acting was not linked to these outcomes. Theoretical and practical implications are discussed from the perspective of emotional labor theories.