Journal
MANAGEMENT DECISION
Volume 53, Issue 3, Pages 605-624Publisher
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/MD-07-2013-0379
Keywords
Job satisfaction; Emotional labour; Perceived organizational support; Job performance
Categories
Funding
- National Research Foundation of Korea - Korean Government [NRF-2012- 2012S1A5A2A01015919]
- AMOREPACIFIC Academic Foundation
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Purpose - The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and job-related outcomes (i.e. job satisfaction and job performance). Design/methodology/approach - Structural equation modeling analysis provided support for the hypotheses from a sample of 309 South Korean department store sales employees. Findings - The results revealed that surface acting had a negative effect, whereas deep acting had a positive effect on job satisfaction. In addition, the relationship between emotional labor strategies (i.e. surface acting and deep acting) and job performance was significantly mediated by job satisfaction. Finally, POS significantly moderated the relationship between surface acting and job satisfaction, as well as the relationship between deep acting and job performance. Originality/value - The findings of this study contributed to the literature by identifying the relationship between surface and deep acting on organizational outcomes (i.e. job satisfaction and job performance), especially in a collectivist society (i.e. South Korea). In addition, this study also confirmed the important role of POS based on the norm of reciprocity between an organization and its members.
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