Relationships between emotional labor, job performance, and turnover

"The present study investigates the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover. Call center employees from two large financial service organizations completed...

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Bibliographic Details
Published in:Journal of vocational behavior 2011-10, Vol.79 (2), p.538-548
Main Authors: Goodwin, Robyn E, Groth, Markus, Frenkel, Stephen J
Format: Article
Language:English
Subjects:
Arbeit
Arbeitnehmer
Arbeitsleistung
Arbeitsplatzwechsel
Australien
Callcenter
Correlation
Correlation analysis
Customer service
Emotional labor
Emotional Response
Emotionalität
Emotions
Employee performance
Employee turnover
Employees
Financial Services
Gefühlsarbeit
Human performance
Job Performance
Kommunikation
Kundenorientierung
Labor
Labor Turnover
Organizational behavior
Studies
Turnover
Zufriedenheit
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Summary:"The present study investigates the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover. Call center employees from two large financial service organizations completed an online survey about their use of surface and deep acting. Their responses were matched with supervisors' ratings of overall job performance and organizational turnover records obtained 9months later. Results indicate that surface acting is directly related to employee turnover and emotional exhaustion and that the relationship between surface acting and job performance is indirect via employee affective delivery. Deep acting was not linked to these outcomes. Theoretical and practical implications are discussed from the perspective of emotional labor theories" (Author's abstract, IAB-Doku). Die Untersuchung enthält quantitative Daten. Forschungsmethode: empirisch; Befragung.
ISSN:0001-8791
1095-9084
1095-9084
DOI:10.1016/j.jvb.2011.03.001