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http://dx.doi.org/10.29214/damis.2018.37.4.007

Emotional labor's surface acting and emotional exhaustion in public institution - The moderating effect on perceived organizational support and leader support -  

Han, Su-Jin (Dept. of Business Administration, Hoseo University)
Kang, So-Ra (Dept. of Business Administration, Hoseo University)
Publication Information
Management & Information Systems Review / v.37, no.4, 2018 , pp. 109-123 More about this Journal
Abstract
Emotional labor is now emphasized as a very important concept not only for private companies but also for public servants who perform public affairs in public institutions, but relatively theoretical research is lacking. The purpose of this study is to examine the negative effects of the surface acting on emotional labor and to examine the moderating effect of social support to reduce it. As for the social support, we distinguished between POS support and supervisor support. Furthermore, we found that any support among POS and supervisor support has a large effect on the relationship between surface acting and emotional exhaustion. In order to verify this research model and hypothesis, we conducted 250 employees who perform civil affairs in public institutions. The results of this study are summarized as follows. First, it was found that surface acting had a very significant effect on emotional exhaustion. The increase in emotional exhaustion due to the incongruity between inner emotions and display emotions appeared to be the same as the results of research on existing private companies. Second, both POS and supervisor support significantly reduce the relationship between surface acting and emotional exhaustion. Third, the moderating effect of POS and supervisor support showed that the control effect of superiors' support was stronger, so that the surface act reduced the influence of emotional exhaustion more strongly. The results of this study refer to the importance of emotional labor education for civil servants performing civil affairs. In addition, it suggests that various programs should be provided to relieve emotional exhaustion and stress of civil service officials. In addition, it suggests a more aggressive organizational support design for high-level POS.
Keywords
Emotional labor; Surface acting; Emotional exhaustion; Perceived organizational support; Supervisor support;
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Times Cited By KSCI : 1  (Citation Analysis)
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