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The relationship between personality, emotion management methods and job burnout-the case of cosmetics salewomen

When first-line service providers are confronted with customers, they are usually demanded by the organization to display certain emotion to meet organization¡¦s service standard, such work condition is known as emotional labor. The purpose of present study was to explore the relationship between emotional management methods (i.e. surface acting and deep acting), the antecedents-personality (i.e. extraversion, agreeableness, conscientiousness, openness to experiences, and neuroticism) and the consequences-burnout (i.e. emotional exhaustion, depersonalization, and diminished accomplishment) of emotional labors. To be specific, the study examined the relationships between personalities with two ways of acting and burnout, and also tends to explore what sort of relationship exists between two ways of acting and burnout. To test these hypotheses, self-report data were collected from 186 cosmetics saleswomen through questionnaires.
The results suggested that extraversion; agreeableness, conscientiousness, and openness to experiences had significant negative correlation with surface acting but had positive correlation with deep acting, and neuroticism had significant positive correlation with surface but negative correlation with deep acting; surface acting had significant positive correlation with three dimensions of burnout, while deep acting had significant negative correlation with three dimensions of burnout; the results also suggested that emotional management methods had moderating effect on the relationship of personalities and burnout. Implications for future research and service work were also discussed at the end.

Identiferoai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0208107-112507
Date08 February 2007
CreatorsWang, Lei-Ya
ContributorsChin-Kang Jen, I-Heng Chen, Huang,Jen-Jsung
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-0208107-112507
Rightsnot_available, Copyright information available at source archive

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