Browse > Article
http://dx.doi.org/10.14400/JDC.2014.12.6.161

A moderating effect of empathy between emotional labor and organizational citizenship behavior  

Han, Jin-Hwan (Chung Cheong University)
Publication Information
Journal of Digital Convergence / v.12, no.6, 2014 , pp. 161-170 More about this Journal
Abstract
This study was conducted to see the effects of emotional labor as a job attitude on organizational citizenship behavior, and to verify the effects of adjusting empathy as an alleviating mechanism for such relationship in order to provide suggestions on finding ways to relieve hospital workers of emotional labor. Research was conducted on 347 nurses from medical institutions above hospital level in Chungcheongnamdo/bukdo and Daejeon-si. Summary of this research is as follows. First, deep acting of emotional labor was revealed to have a positive (+) effect on organizational citizenship behavior, and surface acting had a negative (-) effect. Second, empathy had a significant effect on organizational citizenship behavior and interaction between deep acting and empathy had a significant positive (+) effect on organizational citizenship behavior, but it was revealed that interaction between surface acting and empathy had no significant effect on organizational citizenship behavior.
Keywords
Emotional labor; Deep acting; Surface acting; empathy; organizational citizenship behavior;
Citations & Related Records
연도 인용수 순위
  • Reference
1 S. M. Kruml, & D. Geddes, "Exploring the dimensions of emotional labour: The heart of Hochschild's work," Management Communication Quarterly, Vol. 14, pp. 8-49, 2000.   DOI   ScienceOn
2 C. M. Brotheridge, & R. T. Lee, "Development and Validation of the Emotional Labour Scale," Journal of Occupational and Organizational Psychology, Vol. 76, pp. 365-379, 2003.   DOI   ScienceOn
3 K. H. Chu, & S. K. Murrmann, "Development and Validation of the Hospitality Emotional Labor scale," Tourism Management, Vol. 27, pp. 1181-1191, 2006.   DOI   ScienceOn
4 M. L. Williams, & S. W. Anderson, "Job, Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and in-role Behaviors," Journal of Management, Vol. 17, pp. 601-617, 1991.
5 P. M. Podsakoff, and S. B. MacKenzie, "An Examination of the Psychometric Properties and Nomological Validity of Some Revised and Reduced Substitutes for Leadership Scales," Journal of Applied Psychology, Vol. 79, No. 5, pp. 70-72, 1994.
6 G. N. Challagalla, and T. A. Shervani, "Dimension and Types of Supervisory Control: Effects on Salesperson Performance and satisfaction," Journal of Marketing, Vol. 60, pp. 89-105, 1996.   DOI   ScienceOn
7 J. K. Jang, "A Study on the dynamism of emotional labor," Ph. D. Dissertation, Graduate School of Korea University, 2011.
8 S. O. Salami, "Moderating Effect of Emotional Intelligence on the Relational between Emotional Labor and Organizational Citizenship Behavior," European Journal of Social Sciences, Vol. 5, No. 2, pp. 557-678, 2007.
9 M. G. Jeong, H. C. Lim, & H. S. Choi. "Study of consequences of employees` emotional Labor in call centers," Journal of the Korea Service Management Society, Vol. 9, No. 2, pp. 319-345, 2008.   DOI
10 S. E. Park, "The Effects of Emotional Dissonance on the Employee's Job Attitudes and the Moderating Role of Job Autonomy and Social Supports," Korean Management Review, Vol. 38, No. 2, pp. 379-405, 2009.
11 I. A. Park, "The effect of nurses' personality, emotional labor on job attitude," Master's thesis. Graduate School of HanYang University, 2008.
12 D. S. Bean, "Factors affecting the burnout of clinical nurses :Focused on Emotional labor," Master's thesis. Graduate School of Chung-Ang University, 2009.
13 N. D. Fesbach, "Studies of Empathec Behaviors in Children in B.A. Maher(ed.)," Process in Experimental Personality Research, 8, Academy Press, 1978.
14 S. D. Preston, and D. Wall, "Empathy: its Ultimate and Proximate Bases," Behavioral and Brain Sciences, Vol. 26, pp. 1-20, 2002.
15 C. D. Batson, "Prosocial Motivation: Is it ever truly altruistic? In L. Berkowitz(Ed.), "Advances in experimental social Psychology, Vol. 20, New York: Academic Press, 1987.
16 M. H. Davis, "Empathy, Expectation and Situational Preferences: Personality Influences on the Decision to Participate in Volunteer Helping Behavior," Journal of Personality, Vol. 67, No. 3, pp. 469-503, 1999.   DOI   ScienceOn
17 L. Wisp, "The Distinction between Sympathy and Empathy: to call forth a concept, a Word is needed," Journal of Management, Vol. 27, No. 2, pp. 213-228, 1986.
18 C, D. Baston, I. Fultz and P. A. Schoenrade, "Distress and Empathy: Two Qualitatively Distinct Vicarious Emotions with Different Motivational Consequences," Journal of Personality, Vol. 55, pp. 19-39, 1987.   DOI
19 P. M. Podsakoff, M. Ahearne, & S. B. Mackenzie, "Organizational Citizenship Behavior and the Quantity and Quality of Work group Performance," Journal of Applied Psychology, Vol. 82, pp. 262-270, 1997.   DOI   ScienceOn
20 S. Y. Yoon, "Aviation, Space and Ocean : A Study on the Effects of Tele-marketer Job stress on Organizational effectiveness in Airline," The Journal of Korean avigation Institute, Vol. 14, No. 1, pp. 1-10, 2010.
21 S. G. Post, "The tradition of agape. In S. G. Post, L. G. Underwood, J. P. Schloss, & W. B. Hurlbut (Eds.)." Altruism and altruistic love: science, philosophy, and religion in dialogue: 51-64, NY: Oxford University Press, 2004.
22 J. M. Kanov, S. Maitlis, M. C. Worline, J. E. P. J. Dutton, Frost, & J. M. Lilius, "Compassion in Organizational Life," American Behavioral Scientist, Vol. 47, pp. 808-827, 2004.   DOI
23 J. E. Dutton, P. J. Frost, M. C. Worline, J. M. Lilius, & J. M. Kanov, "Leading in times of trauma," Harvard Business Review, Vol. 80, No. 1, pp. 54-61, 2002.
24 R. E. Boyatzis, M. L. Smith, & N. Blaize, "Developing sustainable leaders through coaching and compassion," Academy of Management Learning & Education, Vol. 5, pp. 8-24, 2006.   DOI   ScienceOn
25 A. R. Hochschild, "The Managed Heart: Commercialization of Human Feeling," Berkeley: University of California Press. 1983.
26 C. D. Baston, I. Fultz and P. A. Schoenrade, "Distress and Empathy: Two Qualitatively Distinct Vicarious Emotions with Different Motivational Consequences," Journal of Personality, Vol. 55, pp. 19-39, 1987.   DOI
27 B. E. Ashforth, & R. H. Humphrey, "Emotional Labour on Service Roles: The influence of identity," The Academy of Management Review, Vol. 18, pp. 88-115, 1993.
28 D. W. Organ, & K. Ryan, "A Meta-analytic Review of attitudinal and dispositional Predictions of Organizational Citizenship Behavior," Personnel Psychology, Vol. 48, pp. 775-802, 1995.   DOI
29 N. D. Fesbach, "Studies of Empathec Behaviors in Children in B.A. Maher(ed.)," Process in Experimental Personality Research, 8, Academy Press, 1978.
30 J. M. Lilius, M. C. Worline, Maitlis, S. J. Kanov, J. E. Dutton, & P. Frost, "The Contours and Consequences of Compassion at Work," Journal of Organizational Behavior, Vol. 29, pp. 193-218, 2008.   DOI   ScienceOn
31 S. H. Ko, T. W. Moon, "The Effect of Compassion within Organizations on Intention to Leave: Focusing on the Double Mediation Effect of Positive Identity and Organizational Commitment," Korean Journal of Management, Vol. 20, No. 3, pp. 29-76, 2012.
32 R. S. Lazarus, "Emotion and Adaptation," Oxford England, NY: Oxford University Press, 1991.
33 M. C. Nussbaum, "Compassion: the basic social Emotion," Social Philosophy and Policy, Vol. 13, pp. 27-58, 1996   DOI
34 M. C. Nussbaum, "Up heavals of thought: The Intelligence of Emotion," NY: Cambridge University Press, 2001.
35 L. Blum, "Compassion. In A. O. Rorty(ed.) Explaining Emotions," Berkeley: University of California Press, 1980.
36 J. H. Han, "Moderating Effects of Organizational Support on the Relation ship between Emotional Labor And Organizational Citizen Behavior," Journal of Human Resource Management Research, Vol. 19, No. 2, pp. 83-101, 2012.
37 S. Sprecher, & B. Fefr, "Compassionate love for close others and humanity," Journal of Social and Personal Relationships, Vol. 22, pp. 629-651, 2005.   DOI
38 D. K, Kim, "A Study on the Effect of Emotional Labor's Emotional Dissonance and Moderator Variables on Business Performance," Ph. D. Dissertation, Graduate School of WonKwang University, 2004.
39 R. Abraham, "Emotional Dissonance in Organizations: A Conceptualization of Consequences, Mediators and Moderators," Leadership and Organization development Journal, Vol. 19, No. 3, pp. 137-146, 1998.   DOI   ScienceOn
40 C. D. Batson, "The Altruism Question: Toward a Social-Psychological Answer," Hillsdale, NJ:Erlbaum Associates, 1991.
41 M. L. Hoffman "Development of Prosocial Motivation: Empathy and Guilt. In N. Eisenberg(Ed.)," The development of Prosocial Behavior, pp. 281-313, 1982.
42 S. H. Park, "Empathy: Yesterday and Today," hakjisa, 2004.
43 R. Wuthnow, "Acts of compassion: caring fr others and helping ourselves Princeton," NJ: Princeton University Press, 1991.
44 J. S. Ko, "A Study on the Modification Variable of Emotional Dissonance and Organizational Performance by the Empathy," Korea Industrial Economics Association, Vol. 22, No. 1, pp. 363-383, 2009.
45 E. L. LaMonica,, "Construct validity of on Empathy instrument," Research in Nursing and Health, Vol. 4, pp. 389-400, 1981.   DOI   ScienceOn
46 J. E. Dutton, P. J. Frost, M, C. Worline, J. M. Lilius, & J. M. Kanov, "Leading in times of trauma." Harvard Business Review, Vol. 80, No. 1, pp. 54-61, 2002.
47 M. H. Davis, "A Multidimensional Approach to Individual Difference in Empathy," JSAS Catalog of Selected Documents in Psychology, Vol. 10, p. 85, 1980.
48 M. H. Davis., "Empathy: A Social Psychological Approach," Madison, WI: Brown & Benchmark, 1994.
49 L. L. Putnam, & D. K. Mumby, "Organizations, emotion and the myth of rationality." In S. Fineman(Ed.), Emotion in Organizations (pp. 36-57). London: Sage, 1983.