• Journal of Digital Convergence
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• v.12 no.6
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• pp.161-170
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• 2014

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.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.5
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• pp.127-139
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• 2019

The purpose of this study is to analyze the effects of emotional labor on job stress using emotional dissonance as a mediator. Emotional labor is classified into the deep acting and the surface acting, and job stress is classified into sub - variables of the lack of reward and the relationship conflict. We conducted an empirical analysis of 400 questionnaires collected mainly from actors living in Seoul and Gyeonggi provinces. The results of the analysis using SPSS v22.0 and Process macro v3.0 showed that only the surface acting had a significant effect on the lack of reward, and both the deep acting and the surface acting had significant effects on relationship conflict. Second, only the surface acting had a significant effect on emotional dissonance. Third, it has been shown that emotional dissonance has a significant positive effect on both the lack of reward and the relationship conflict. Fourth, the indirect effect of the surface acting on the job stress through mediating emotional dissonance was significant. Subsequent studies will likely require studies to find other mediators other than emotional dissonance or to analyze moderated mediation effect by introducing moderators.

• Journal of the Korea Safety Management & Science
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• v.17 no.4
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• pp.67-75
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• 2015

This paper reviewed the relationship between emotional labor and service quality, and the moderating effect of superior and coworker support. Based on the responses from 520 hotel employees, the results of multiple regression analysis appeared as follow; 1) deep acting affected positively on all service quality factors(responsiveness, empathy, reliability). 2) surface acting didn't affect significantly on all service quality factors(responsiveness, empathy, reliability). 3) coworker support affected positively on the relationship between deep acting and responsiveness. 4) superior support affected positively on the relationship between deep acting and responsiveness, and on the relationship between surface acting and responsiveness.

• Korean Journal of Childcare and Education
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• v.12 no.2
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• pp.183-200
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• 2016

This study examined the mediating effect of emotional labor in the relations between teachers' emotional intelligence and teacher-child interaction of novice early childhood teachers. The sample consisted of 248 novice early childhood teachers in Gyeonggi Province. The structural equation modeling was conducted using AMOS to test the fit of a hypothesized structural model. The mediating effect of emotional labor was verified by the bootstrapping approach. The results were as follows: First, teacher-child interaction was positively associated with teachers' emotional intelligence and deep acting in emotional labor was negatively associated with surface acting in emotional labor. Next, surface acting in emotional labor had a mediating effect on the relations between emotional intelligence and teacher-child interaction. Finally, deep acting of emotional labor had a partial mediating effect on the relationship between emotional intelligence and teacher-child interaction. Based on these findings, ways to enhance teachers' emotional intelligence in relation to the novice teachers' emotional characteristics, and to improve recognition on emotional labor were discussed.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.3
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• pp.411-423
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• 2010

Retail stores with a primary competitive advantage in satisfying customers with high quality differentiated services depend heavily on a sales force to produce and deliver services in a consistent manner. Salespersons in a high service retail context are required to act to express certain types of emotion in compliance with the emotional rules of the organization that is conceptualized as "emotional labor" in the literature. This study adopts the dyadic model of emotional labor originally proposed by Hochschild. A survey method is implemented to collect data to test the hypotheses among the variables such as positive and negative affectivity, performance stressor, emotional labor, burnout, and job satisfaction. One hundred and twelve responses were analyzed by factor analysis and path analysis with SPSS12.0 and Amos 6.0. The factor analysis confirms that emotional labor is composed of deep acting and surface acting. Eleven hypotheses were tested by path analysis and seven were accepted. The major findings are that deep acting was affected by positive affectivity, negative affectivity, and a performance stressor. The surface acting was affected only by negative affectivity. Surface acting had an indirect negative effect on job satisfaction via emotional burnout while deep directly acting influenced job satisfaction. Furthermore, the interaction effect between positive affectivity and a performance stressor on surface acting was significant. The implications for retail firms are discussed based on the findings with suggestions for future studies.

• Korean Journal of Child Studies
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• v.31 no.5
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• pp.17-30
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• 2010

The purpose of this study was to investigate the relationship between surface/deep acting in emotion labor, the collectivism and the organizational commitment of teachers in kindergartens and childcare centers. The subjects were 212 teachers employed in kindergartens or childcare centers in Daegu and Gyeongbuk Province. The collected data were analyzed by mean of Pearson's correlation, simple regression, hierarchial regression, by the use of SPSS Win 15.0. The results of our study are as follows. (1) Collectivism was positively associated with deep acting in emotion labor but not with surface acting. (2) Organizational commitment was positively associated with deep acting in emotion labor but not with surface acting. (3) Collectivism operated as a main effect with organizational commitment being observed to increase as collectivism increased. In addition, interaction effects of deep acting in emotion labor and collectivism on organizational commitment were observed, however, no interaction effects were seen in term of surface acting in emotion labor and collectivism on organizational commitment.

• Journal of Distribution Science
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• v.15 no.2
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• pp.101-109
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• 2017

Purpose - Previous studies related to emotional labor of salespeople have mainly focused on identifying the antecedents of emotional exhaustion and turnover intention and exploring the mitigating effects salespeople's motivation on emotional exhaustion and turnover intention. They also demonstrates that there are different roles for moderating in social support, which means mental/physical support related to the job in supervisors, colleagues and organizations. The purpose of this paper is to investigate how service employees' surface acting affect turnover intention through emotional exhaustion. Another important objective of this paper is to investigate whether perceived social support moderates 1) the relationship between surface acting and emotional exhaustion 2) the relationship between emotional exhaustion and turnover intention. Research design, data, and methodology - To test the hypotheses, we collected the data from Korean insurance company sales employees. A total of 235 responses were received, from which 220 usable responses were obtained after list-wise deletion. Working with a sample of 220 responses, structural equation modeling was employed to empirically test research hypotheses(

The relationship between surface acting and emotion exhaustion,

The relationship between emotion exhaustion and turnover intention,

The moderating effect of perceived social support(PSS) on the relationship between surface acting and emotion exhaustion, and

The moderating effect of perceived social support(PSS) on the relationship between emotion exhaustion and turnover intention. SPSS 22.0 and AMOS software were used in these data analysis. Results - The service employees' surface acting was positively related to the emotional exhaustion; in turn, the service employees' feelings on emotional exhaustion are positively related to turnover intention. In addition, Perceived Social Support significantly moderated the relationship between surface acting and emotional exhaustion. However, perceived social support has a non-significant moderating effect on the path from emotional exhaustion to turnover intention. On the basis of these results, the following conclusion can be drawn. First, distribution service companies will be needed the administrative efforts to offer counseling programs and space to provide their members with enough rest in experiencing psychological pain due to the salespeople's surface acting. Also, it is necessary for distribution service companies to identify and share the examples of successfully solving emotional exhaustion caused by salespeople's surface acting.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.8
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• pp.4930-4941
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• 2014

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.

• Korean Journal of Social Welfare
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• v.65 no.4
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• pp.137-163
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• 2013

The purpose of this study is to investigate the influence of social workers' emotional labor on non-task behaviors. This study characterizes emotional labor as deep acting and surface acting, non-task behavior as organizational citizenship behavior(OCB) and counterproductive work behavior(CWB). And this study also examines the mediating effect of social workers' emotional dissonance in the relationship between surface acting and non-task behavior, and the moderating effect of senior worker's emotional leadership in the relationship between emotional dissonance and non-task behaviors. The results from this study are as follows. Firstly, social workers' deep acting improves their OCB. Secondly, social workers' surface acting has strong effects on their emotional dissonance, and this emotional dissonance hinders their OCB. In addition, the mediating effect of emotional dissonance is also recognized at this point. Thirdly, senior worker's emotional leadership moderates the relationship between social worker's emotional dissonance and OCB in the sense that emotional leadership is expected to reduce the negative effects of emotional dissonance on OCB. However, the influence of emotional labor on CWB has no statistical significance in this study. Based on these results, detailed theoretical and practical implications are discussed.

• East Asian Journal of Business Economics (EAJBE)
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• v.8 no.2
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• pp.1-14
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• 2020

Purpose - The current study analyzes effects of hotel restaurant cook's emotional labor on job satisfaction and customer orientation. Research design and methodology - In order to achieve the current study's goal, sample was extracted targeting cooks working in 5-stars hotels located in Seoul considering spatial and time limitation. Method of research was direct research method with survey. Survey was conducted from April 1st, 2018 to April 20, 2018 (approximately 20 days). Total of 300 surveys were distributed to cooks working in 5-stars hotels located in Seoul, and among those 250 surveys were returned. Among returned 250 surveys, 246 surveys. Results - First, in order to test H1, effect of hotel restaurant cook's emotional labor on job satisfaction (satisfaction on superior and coworker) was analyzed. Second, in order to test H2, effect on hotel restaurant cook's emotional labor on job satisfaction (satisfaction on compensation and promotion) was analyzed. Third, satisfaction on superior and coworker had statistically significantly positive effect on customer orientation, while satisfaction on compensation and promotion did not have statistically significant effect. Conclusions - First, deep acting had statistically significantly positive effect on job satisfaction (satisfaction on superior and coworker), while surface acting did not have statistically significant effect. Second, both deep and surface acting had statistically significantly positive effect on job satisfaction (satisfaction on compensation and promotion). Third, satisfaction on superior and coworker had statistically significantly positive effect on customer orientation, while satisfaction on compensation and promotion did not have statistically significant effect.