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http://dx.doi.org/10.5762/KAIS.2017.18.9.167

The Effect of Subordinate's Emotional Labor on Job Attitude : The Moderating Effect of Job Crafting  

Kim, Myoung So (Division of Industrial Psychology, Hoseo University)
Lee, Min Joo (Division of Industrial Psychology, Hoseo University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.18, no.9, 2017 , pp. 167-176 More about this Journal
Abstract
The purpose of this study was to examine the effect of subordinates' emotional labor on job burnout and job engagement, and verify whether job crafting moderates the relationships between emotional labor and job related attitudes. A total of 301 employees working at various companies in Korea participated in an on-line survey and the data were examined by statistical analysis. The results showed that surface acting positively affected job burnout. It was found that deep acting positively affected job engagement, while negatively affecting job burnout. The results also demonstrated that job crafting moderated the relationship between surface acting and job engagement. It is suggested that employees' proactive behaviors designed to relieve the stress of work can mitigate the negative effect of emotional behavior. On the basis of the results, the implications and future research directions were discussed.
Keywords
emotional labor; surface acting; deep acting; job burnout; job engagement; job crafting;
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