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.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0720112-013033 |
| Date | 20 July 2012 |
| Creators | Chang, Ya-Ting |
| Contributors | Tun-Chun Huang, Li- Fang Chou, Nai-Wen Chi |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0720112-013033 |
| Rights | user_define, Copyright information available at source archive |
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