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http://dx.doi.org/10.7737/JKORMS.2012.37.2.057

The Moderating Effects of Display Rule Fairness Perception and Problem-Focused Stress Coping on Emotional Labor  

Kang, Won-Kyung (한양대학교 경영학과)
Kim, Min-Soo (한양대학교 경영학과)
Oh, Won-Kyung (한양대학교 경영학과)
Publication Information
Journal of the Korean Operations Research and Management Science Society / v.37, no.2, 2012 , pp. 57-72 More about this Journal
Abstract
The moderators that relieve negative effects of emotional labor have been studied such as job characteristics and situational variables. But as reviewing these studies, they focused on the degree of emotional on certain condition, there's no distinction between that degree and moderating effects. So we should focus on the moderating variables as a organizational involvement. In this study, I hypnotized the mediating effect of job stress between emotional labor and organizational effectiveness. Then I explored moderating role of 'fairness perception of emotional labor' and 'problem-focused stress coping'. This study tested these relationships using data from 166 employees of domestic security service company. From this data, I found that emotional labor increases job stress and job stress fully mediates the relationship between individual attitude(job satisfaction, turnover intention). And one who perceives display rule fairer, feels less job stress than who is not. Lastly, one who copes more problem-focused when he/she experiences job stress, have less negative effect on turnover intention.
Keywords
Emotional Labor; Fairness Perception of Emotional Labor; Problem-Focused Stress Coping;
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