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A predictive study of emotional labor and turnover
Author(s) -
Chau Samantha L.,
Dahling Jason J.,
Levy Paul E.,
Diefendorff James M.
Publication year - 2009
Publication title -
journal of organizational behavior
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.938
H-Index - 177
eISSN - 1099-1379
pISSN - 0894-3796
DOI - 10.1002/job.617
Subject(s) - emotional labor , psychology , emotional exhaustion , turnover , turnover intention , social psychology , developmental psychology , organizational commitment , burnout , clinical psychology , management , economics
Abstract The current study examined how the emotional labor strategies of deep acting and surface acting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers. Turnover data were collected from organizational records 6 months after participants responded to a survey that measured emotional labor strategies, emotional exhaustion, and turnover intentions. Results showed that turnover intentions mediated the relationship between deep acting and actual turnover. Additionally, surface acting had indirect effects on turnover through emotional exhaustion and turnover intentions. Copyright © 2009 John Wiley & Sons, Ltd.