Browse > Article
http://dx.doi.org/10.9723/jksiis.2015.20.4.089

A Emotional Labor and Exhaustion as a Predictor of Job Performance and Turnover Intention in Chinse Service Industry: The Moderating Role of Perceived Organizational Support  

Kang, Seongho (조선대학교 경영학부)
Hur, Won-Moo (부경대학교 경영대학)
Park, Kyung-Do (서강대학교 경영대학)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.20, no.4, 2015 , pp. 89-102 More about this Journal
Abstract
The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance and turnover intention thorough emotional exhaustion. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and emotional exhaustion. Structural equation modeling analysis provided support for the hypotheses from a sample of 225 China department store sales employees. The results revealed that surface acting has a positive influence on emotional exhaustion, whereas deep acting has not significant influence on emotional exhaustion. Second, emotional exhaustion has a negative influence on job performance, whereas it has a positive influence on turnover intention. In addition, the relationship between surface acting and job performance/turnover intention was significantly mediated by emotional exhaustion. Furthermore, perceived organizational supporting mitigated the negative relationship between deep acting and emotional exhaustion. The findings of this study contributed to the literature by identifying the relationship between surface and deep acting on employee outcomes (i.e. emotional exhaustion, job performance, turnover intention), especially in China. In addition, this study also confirmed the important buffering role of POS based on the norm of reciprocity between an organization and its members.
Keywords
Emotional Labor; Emotional Exhaustion; Job Performance; Perceived Organizational Support; Service Employee;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
연도 인용수 순위
1 J. B. DeConinck and J. T. Johnson, "The effects of perceived supervisor support, perceived organizational support, and organizational justice on turnover among salespeople," Journal of Personal Selling and Sales Management, Vol. 29, No. 4, pp. 333-350, 2009.   DOI
2 T. G. Brashear, E. Lepkowska-White and C. Chelariu, "An empirical test of antecedents and consequences of salesperson job satisfaction among Polish retail salespeople," Journal of Business Research, Vol. 56, No. 12, 971-978, 2003.   DOI
3 R. P. Bagozzi, and Y. Yi, "Assessing method variance in multitrait-multimethod matrices: The case of self-reported affect and perceptions at work," Journal of Applied Psychology, Vol. 75, No. 5, pp. 547-560, 1990.   DOI
4 J. C. Anderson and D. W. Gerbing, "Structural equation modeling in practice: A review and recommended two-step approach," Psychological Bulletin, Vol. 103, No. 3, pp. 411-423, 1988.   DOI
5 C. Fornell and D. F. Larcker, "Evaluating structural equation models with unobservable variables and measurement error," Journal of Marketing Research, Vol. 18, No. 1, pp. 39-50, 1981.   DOI
6 P. M. Podsakoff, S. B. MacKenzie, J. Y. Lee and N. P. Podsakoff, "Common method biases in behavioral research: A critical review of the literature and recommended remedies," Journal of Applied Psychology, Vol. 88, No. 5, pp. 879-803, 2003.   DOI
7 K. J. Preacher, D. D. Rucker and A. F. Hayes, "Addressing moderated mediation hypotheses: Theory, methods, and prescriptions," Multivariate Behavioral Research, Vol. 42, No. 1, pp. 185-227, 2007.   DOI
8 P. E. Shrout, and N. Bolger, "Mediation in experimental and nonexperimental studies: New procedures and recommendations," Psychological Methods, Vol. 7, No. 4, 422-445, 2002.   DOI
9 M. E. Sobel, "Asymptotic confidence intervals for indirect effects in structural equation models," Sociological Methodology, Vol. 13, pp. 290-312, 1982.   DOI
10 B. Muthen and L. Muthen, "Mplus user's guide, Los Angeles, Muthen and Muthen, 2008.
11 U. R. Hulshege and A. F. Shewe, "On the costs and benefits of emotional labor: A meta-analysis of three decades research," Journal of Occupational Health Psychology, Vol. 16, No. 3, pp. 361-389, 2011.   DOI
12 G. Wang, S. E. Seibert and T. L. Boles, "Synthesizing what we know and Looking ahead: A meta-analytical review of 30 years of emotional labor research." Research on Emotion in Organizations, Vol. 7, pp. 15-43, 2011.   DOI
13 W. M. Hur, S. H. Han, J. J. Yoo and T. W. Moon, "The moderating role of perceived organizational support on the relationship between emotional labor and job-related outcomes. Management Decision, Vol. 53, No. 3, pp. 605-624., 2015.   DOI
14 Z. Chen, H. Sun, W. Lam, Q. Hu, Y. Huo and J. A. Zhong, "Chinese hotel employees in the smiling masks: Roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance," International Journal of Human Resource Management, Vol. 23, No. 4, pp. 826-845, 2012.   DOI
15 Y. K. Kim, "Impact of IS employees's interpersonal conflict on turnover intention," Journal of the Korea Industrial Information Systems Research, Vol. 15, No. 4, pp. 77-81, 2010.
16 S. H. Lee, Z. Cheng, Y. J. Kwon, H. S. Hwang, and S. Y. Kim, "A comparative study on acceptance of social network games between Korean and Chinese users," Journal of the Korea Industrial Information Systems Research, Vol. 19, No. 5, pp. 39-50, 2014.   DOI
17 E. J. Austin, T. C. Dore, and K. M. O'Donovan, "Associations of personality and emotional intelligence with display rule perceptions and emotional labour," Personality and Individual Differences, Vol. 44, No. 3, pp. 679-688, 2008.   DOI
18 MK Business News, "Lotte, pulling out in China Market," February, 4, 2014.
19 K. J. Ju and S. Yoo, "The effects of servicescape and information technology on service encounter job satisfaction, affective commitment and service performance: Focused on nursing services," Journal of the Korea Industrial Information Systems Research, Vol. 17, No. 5, pp. 75-88, 2012.   DOI
20 A. R. Hochschild, "The managed heart: Commercialization of feeling," Berkeley, CA, University of California Press, 1983.
21 S. M. Kruml and D. Geddes. "Exploring the dimensions of emotional labor The heart of Hochschild's work," Management Communication Quarterly, Vol. 14, No. 1, pp. 8-49, 2000.   DOI
22 J. A. Morris and D. C. Feldman, "The dimensions, antecedents, and consequences of emotional labor," Academy of Management Review, Vol. 21, No. 4, pp. 986-1010, 1996.   DOI
23 E. Babakus, D. W. Cravens, M. Johnston, and W. C. Moncrief, "The role of emotional exhaustion in sales force attitude and behavior relationships," Journal of the Academy of Marketing Science, Vol. 27, No. 1, pp. 58-70, 1999.   DOI   ScienceOn
24 B. E. Ashforth and R. H. Humphrey, "Emotional labor in service roles: The influence of identity," Academy of Management Review, Vol. 18, No. 1, pp. 88-115, 1993.   DOI
25 A. S. Wharton and R. I. Erickson, "Managing emotions on the job and at home: Understanding the consequences of multiple emotional roles," Academy of Management Review, Vol. 18, No. 3, pp. 457-486, 1993.   DOI
26 D. Zohar, "Predicting burnout with a hassle-based measure of role demands", Journal of Organizational Behavior," Vol. 18, No. 2, pp. 101-115, 1997.   DOI
27 F. Jaramillo, J. P. Mulki and P. Solomon, "The role of ethical climate on salesperson's role stress, job attitudes, turnover intention, and job performance," Journal of Personal Selling and Sales Management, Vol. 26, No. 3, pp. 271-282, 2006   DOI   ScienceOn
28 B. Rutherford, J. Boles, G. A. Hamwi, R. Madupalli and L. Rutherford, "The role of the seven dimensions of job satisfaction in salesperson's attitudes and behaviors," Journal of Business Research, Vol. 62, No. 11, pp. 1146-1151, 2009.   DOI
29 J. S. Boles, M. W. Johnston and J. F. Hair Jr, "Role stress, work-family conflict and emotional exhaustion: Inter-relationships and effects on some work-related consequences," Journal of Personal Selling and Sales Management, Vol. 17, No. 1, pp. 17-28, 1997.
30 T. Masuda, P. C. Ellsworth, B. Mesquita, J. Leu, S. Tanida and E. Van de Veerdonk, "Placing the face in context: Cultural differences in the perception of facial emotion," Journal of Personality and Social Psychology, Vol. 94, No. 3, pp. 365-381, 2008.   DOI
31 B. Mesquita and R. Walker, "Cultural differences in emotions: A context for interpreting emotional experiences," Behaviour Research and Therapy, Vol. 41, No. 7, pp. 777-793, 2003.   DOI
32 S. Safdar, W. Friedlmeier, D. Matsumoto, S. H. Yoo, C. T. Kwantes, H. Kakai and E. Shigemasu, "Variations of emotional display rules within and across cultures: A comparison between Canada, USA, and Japan," Canadian Journal of Behavioural Science/Revue canadienne des sciences du comportement, Vol. 41, No. 1, pp. 1-10, 2009.   DOI
33 A. A. Grandey, G. M. Fisk, A. S. Mattila, K. J. Jansen and L. A. Sideman, "Is service with a smile enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Vol. 96, No. 1, pp. 38-55, 2005.   DOI
34 J. M. Noon and J. R. Lewis, "Therapeutic strategies and outcomes: Perspectives from different cultures," British Journal of Medical Psychology, Vol. 65, No. 2, pp. 107-117, 1992.   DOI
35 M. Eid and E. Diener, "Norms for experiencing emotions in different cultures: Inter-and intranational differences," Journal of Personality and Social Psychology, Vol. 81, No. 5, pp. 869-885, 2001.   DOI
36 B. Mesquita and E. Delvaux, "A cultural perspective on emotion labor," Routledge, Psychology Press, 2013.
37 P. K. Adelmann and R. B. Zajonc, "Facial efference and the experience of emotion," Annual Review of Psychology, Vol. 40, No. 1, pp. 249-280, 1989.   DOI
38 A. A. Grandey, "Emotional regulation in the workplace: A new way to conceptualize emotional labor," Journal of Occupational Health Psychology, Vol. 5, No. 1, pp. 95-110, 2000.   DOI
39 C. M. Brotheridge and R. T. Lee, "Testing a conservation of resources model of the dynamics of emotional labor," Journal of Occupational Health Psychology, Vol. 7, No. 1, 57-67, 2002.   DOI
40 B. E. Ashforth and R. H. Humphrey, "Emotion in the workplace: A reappraisal," Human Relations, Vol. 48, No. 2, pp. 97-125, 1995.   DOI
41 S. E. Hobfoll, "The ecology of stress," New York, Hemisphere, 1988.
42 K. A. Karl, and J. V. Peluchette, "Does workplace fun buffer the impact of emotional exhaustion on job dissatisfaction? A study of health care workers," Journal of Behavioral and Applied Management, Vol. 7, No. 2, pp. 128-141, 2006.
43 R. T. Lee and B. E. Ashforth, "A meta-analytic examination of the correlates of the three dimensions of job burnout," Journal of Applied Psychology, Vol. 81, No. 2, pp. 123-133, 1996.   DOI
44 R. Eisenberger, S. Armeli, B. Rexwinkel, P. D. Lynch and L. Rhoades, "Reciprocation of perceived organizational support," Journal of Applied Psychology, Vol. 86, No. 1, pp. 42-51, 2001.   DOI
45 Nelson, D. L., and J. C. Quick, "Social support and newcomer adjustment in organizations: attachment theory at work?," Journal of Organizational Behavior, Vol. 12, No. 6, pp. 543-554, 1991.   DOI
46 S. H. Kim, "Relationship between salespersons' emotional dissonance and salespersons' psychological and behavioral responses: Focusing on the moderating effect of emotional intelligence and social support," Korean Management Review, Vol. 37, No. 4, pp. 989-1038, 2008.
47 J. M. Diefendorff, M. H. Croyle and R. H. Gosserand, "The dimensionality and antecedents of emotional labor strategies," Journal of Vocational Behavior, Vol. 66, No. 2, pp. 339-357, 2005.   DOI
48 C. Maslach, and S.. E. Jackson, "The measurement of experienced burnout," Journal of Organizational Behavior, Vol. 2, No. 2, pp. 99-113, 1981.   DOI