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http://dx.doi.org/10.5762/KAIS.2014.15.8.4930

Relationship Between Job-related Affective States and Job Attitudes: Mediating Effects of Emotional Labor  

Jae, Hwang-Sung (School of Business Administration, Kyungpook National University)
Baek, Yoonjung (School of Business Administration, Kyungpook National University)
Kim, Boyoung (College of Business Administration, Kookmin University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.15, no.8, 2014 , pp. 4930-4941 More about this Journal
Abstract
This study had three purposes. First, the effects of job-related affective states on emotional labor (deep acting and surface acting) of employees engaging in service job were examined. Second, previous studies focused on the negative effects of emotional labor on job attitudes. On the other hand, this study dealt with not only the negative effects of emotional labor but also its positive effects. In particular, this study examined the effects of emotional labor on positive job attitudes, such as job commitment and job involvement, as well as negative job attitudes, such as exhaustion and cynicism. Finally, this study examined the mediation effect of emotional labor on the relationship between the job-related affective state and job attitudes. The data was collected from 150 employees working in 15 service firms in Korea. The results were as follows. First, the positive job-related affective state increased the deep-acting. On the other hand, negative job-related affective state increased surface-acting. Second, the main effect of deep-acting on positive job attitudes (dedication and vigor) was significant. In addition, the main effects of surface-acting on the negative job attitudes (exhaustion and cynicism) was significant. Finally, the mediating effect of deep-acting on the relationship between positive job-related affective state and positive job attitudes was significant. In addition, surface-acting mediated the relationship between negative job-related affective state and negative job attitudes. The theoretical and practical implications of this study are provided in the discussion session.
Keywords
emotional labor(deep acting and surface acting); job-related affective states; dedication; vigor; exhaustion; cynicism;
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