𝔖 Bobbio Scriptorium
✦   LIBER   ✦

A predictive study of emotional labor and turnover

✍ Scribed by Samantha L. Chau; Jason J. Dahling; Paul E. Levy; James M. Diefendorff

Publisher
John Wiley and Sons
Year
2009
Tongue
English
Weight
110 KB
Volume
30
Category
Article
ISSN
0894-3796

No coin nor oath required. For personal study only.

✦ Synopsis

Abstract

The current study examined how the emotional labor strategies of deep acting and surface acting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers. Turnover data were collected from organizational records 6 months after participants responded to a survey that measured emotional labor strategies, emotional exhaustion, and turnover intentions. Results showed that turnover intentions mediated the relationship between deep acting and actual turnover. Additionally, surface acting had indirect effects on turnover through emotional exhaustion and turnover intentions. Copyright Β© 2009 John Wiley & Sons, Ltd.

πŸ“œ SIMILAR VOLUMES

Linking emotional dissonance and organiz
Linking emotional dissonance and organizational identification to turnover intention and emotional well-being: A study of medical representatives in India
✍ Sushanta Kumar Mishra; Deepti Bhatnagar πŸ“‚ Article πŸ“… 2010 πŸ› John Wiley and Sons 🌐 English βš– 329 KB

## Abstract Influencing customers' perception of service quality through service interaction is becoming imperative for organizations to sustain competitive advantage. As a result, the critical challenge before many organizations is to retain employees in service occupations and promote their well‐

Understanding the emotional labor proces
Understanding the emotional labor process: a control theory perspective
✍ James M. Diefendorff; Robin H. Gosserand πŸ“‚ Article πŸ“… 2003 πŸ› John Wiley and Sons 🌐 English βš– 112 KB

## Abstract A dynamic, process‐oriented approach to understanding emotional labor is presented, utilizing concepts from control theory models of behavioral self‐regulation. Emotional labor is characterized as involving a discrepancy monitoring and reduction process, whereby perceptions of emotional

Antecedents of workplace emotional labor
Antecedents of workplace emotional labor dimensions and moderators of their effects on physical symptoms
✍ John Schaubroeck; James R. Jones πŸ“‚ Article πŸ“… 2000 πŸ› John Wiley and Sons 🌐 English βš– 181 KB πŸ‘ 2 views

The present study distinguished between two modal emotional display rules, demands to express positive eerence and demands to suppress negative eerence, that partially constitute the work roles of many employees. Perceived demands to express positive emotion were positively related to health symptom