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Revisiting the effect of emotional labor: a multi-level investigation in front-line service teams

Zhao, Xin, Fu, Na ORCID: 0000-0003-2507-0585, Freeney, Yseult ORCID: 0000-0002-0332-468X and Flood, Patrick C. ORCID: 0000-0002-2465-7432 (2020) Revisiting the effect of emotional labor: a multi-level investigation in front-line service teams. Frontiers in Psychology, 11 . ISSN 1664-1078

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Abstract

The main purpose of this study is to consider individuals in teams and to reexamine how emotional labor affects the performance of front-line service team and team members through emotional exhaustion. Multi-source data collection and a time-lagged research design was adopted to collect data from matched team members and customers nested in 82 front-line service teams in a large electronics provider based in China. The findings show that surface acting increases emotional exhaustion which reduces customer loyalty at the team level and individual task performance at the individual level, supporting a full mediation model. While, deep acting is not associated with emotional exhaustion, it is positively linked with team member’s task performance. This study provides evidence for the nested nature of emotional labor and exhaustion in teams.

Item Type:Article (Published)
Refereed:Yes
Uncontrolled Keywords:emotional labor; deep acting; surface acting, emotional exhaustion; task performance; customer loyalty
Subjects:Medical Sciences > Psychology
DCU Faculties and Centres:DCU Faculties and Schools > DCU Business School
Publisher:Frontiers Media
Official URL:https://dx.doi.org/10.3389/fpsyg.2020.5700
Copyright Information:© 2021 The Authors. Open Access (CC-BY 4.0)
ID Code:27790
Deposited On:26 Sep 2022 15:15 by Thomas Murtagh . Last Modified 26 Sep 2022 15:17

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