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Service workers' emotional labor, job stress, job attitudes, and job performance: A meta-analytic review

The purpose of this study is to integrate the past studies of the consequences of emotional labor via meta-analysis. We tested the relationships between emotional labor, job pressure, job attitudes, and job performance outcomes. Besides, we analyzed the effects of three potential moderators on above relationships: service categories (service relationship/service encounter) and sources of performance ratings (self-rating/ independent-rating).
We included 31 independent studies in our meta-analysis and applied Hunter & Schmidt¡¦s (2004) approach to calculate the effect size for testing our hypothesis. Results revealed that surface acting was positively related to emotional exhaustion and negatively related to organization commitment. In addition, deep acting was positively related to job satisfaction, organization commitment and service performance. Finally, Service categories moderated the relationships between surface acting, job satisfaction and service performance. Implication for practices and suggestion for future research are also discussed.

Identiferoai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0720112-013033
Date20 July 2012
CreatorsChang, Ya-Ting
ContributorsTun-Chun Huang, Li- Fang Chou, Nai-Wen Chi
PublisherNSYSU
Source SetsNSYSU Electronic Thesis and Dissertation Archive
LanguageCholon
Detected LanguageEnglish
Typetext
Formatapplication/pdf
Sourcehttp://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0720112-013033
Rightsuser_define, Copyright information available at source archive

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