Revisiting the Effect of Emotional Labor: A Multi-Level Investigation in Front-Line Service Teams

Frontiers in Psychology

Xin Zhao¹  Patrick C. Flood²  Yseult Freeney²  Na Fu³ 

[1] Business School, Northeastern University at Qinhuangdao, Qinhuangdao, China;DCU Business School, Dublin City University, Dublin, Ireland;Trinity Business School, Trinity College Dublin, The University of Dublin, Dublin, Ireland;

关键词: emotional labor;    deep acting;    surface acting;    emotional exhaustion;    task performance;    customer loyalty;   

DOI  :  10.3389/fpsyg.2020.570048

来源: DOAJ

【 摘 要 】

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.

【 授权许可】

Unknown