IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v17y2020i19p7198-d422679.html
   My bibliography  Save this article

The Effects of Service Employee Resilience on Emotional Labor: Double-Mediation of Person–Job Fit and Work Engagement

Author

Listed:
  • Myoung-Soung Lee

    (Department of Food Franchise Business, Kyungnam University, Changwon 51767, Korea)

  • Han-Seong Kim

    (Future IT Innovation Laboratory, Pohang University of Science and Technology, Pohang 37673, Korea)

Abstract

This study examined the effect of service employees’ resilience on deep acting in the job demands–resources model (JD-R model). It set and verified person–job fit and work engagement as double-mediation factors between service employees’ resilience and deep acting. To accomplish this, surveys targeting service employees working in the retail finance industry in Korea were administered. The analysis showed that resilience significantly increased person–job fit, and person–job fit improved work engagement. Additionally, it showed that work engagement improved deep acting. With regard to the double-mediation effect, the direct effect of resilience on deep acting was not statistically significant, but the double-mediation effect through person–job fit and work engagement was significant. In other words, person–job fit and work engagement fully mediated the relationship between resilience and deep acting. Additionally, person–job fit alone did not mediate the relationship between resilience and deep acting, but the independent mediation effect of work engagement was significant.

Suggested Citation

  • Myoung-Soung Lee & Han-Seong Kim, 2020. "The Effects of Service Employee Resilience on Emotional Labor: Double-Mediation of Person–Job Fit and Work Engagement," IJERPH, MDPI, vol. 17(19), pages 1-15, October.
    • Handle: RePEc:gam:jijerp:v:17:y:2020:i:19:p:7198-:d:422679
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/17/19/7198/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1660-4601/17/19/7198/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Sung-Hoon Ko & Yongjun Choi & Seung-Yoon Rhee & Tae Won Moon, 2018. "Social Capital and Organizational Citizenship Behavior: Double-Mediation of Emotional Regulation and Job Engagement," Sustainability, MDPI, vol. 10(10), pages 1-15, October.
    2. Edwards, Jeffrey R. & Rothbard, Nancy P., 1999. "Work and Family Stress and Well-Being: An Examination of Person-Environment Fit in the Work and Family Domains," Organizational Behavior and Human Decision Processes, Elsevier, vol. 77(2), pages 85-129, February.
    3. Hatzinikolakis, John & Crossman, Joanna, 2010. "Are business academics in Australia experiencing emotional labour? A call for empirical research," Journal of Management & Organization, Cambridge University Press, vol. 16(3), pages 425-435, July.
    4. Jay Jaewon Yoo & Todd J. Arnold, 2014. "Customer orientation, engagement, and developing positive emotional labor," The Service Industries Journal, Taylor & Francis Journals, vol. 34(16), pages 1272-1288, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lamar Pierce & Jason Snyder, 2015. "Unethical Demand and Employee Turnover," Journal of Business Ethics, Springer, vol. 131(4), pages 853-869, November.
    2. Hecht, Tracy D. & Allen, Natalie J., 2005. "Exploring links between polychronicity and well-being from the perspective of person-job fit: Does it matter if you prefer to do only one thing at a time?," Organizational Behavior and Human Decision Processes, Elsevier, vol. 98(2), pages 155-178, November.
    3. Maria-Lavinia FLOREA & Anca BORZA, 2019. "Individual Strategies For Achieving Work-Life Balance €“ A Case Study On Romanian Workers," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 13(1), pages 845-855, November.
    4. Bo Shao & Pablo Cardona & Isabel Ng & Raymond N. C. Trau, 2017. "Are prosocially motivated employees more committed to their organization? The roles of supervisors’ prosocial motivation and perceived corporate social responsibility," Asia Pacific Journal of Management, Springer, vol. 34(4), pages 951-974, December.
    5. Jelena Spanjol & Leona Tam & Vivian Tam, 2015. "Employer–Employee Congruence in Environmental Values: An Exploration of Effects on Job Satisfaction and Creativity," Journal of Business Ethics, Springer, vol. 130(1), pages 117-130, August.
    6. Won Kwak & Suk Choi, 2015. "Effect of rating discrepancy on turnover intention and leader-member exchange," Asia Pacific Journal of Management, Springer, vol. 32(3), pages 801-824, September.
    7. Yu, Kang Yang Trevor, 2014. "Person–organization fit effects on organizational attraction: A test of an expectations-based model," Organizational Behavior and Human Decision Processes, Elsevier, vol. 124(1), pages 75-94.
    8. Hilke Brockmann, 2012. "Das Glück der Migranten: eine Lebenslaufanalyse zum subjektiven Wohlbefinden von Migranten der ersten Generation in Deutschland," SOEPpapers on Multidisciplinary Panel Data Research 504, DIW Berlin, The German Socio-Economic Panel (SOEP).
    9. Lv, David Diwei & Chen, Weihong & Zhu, Hang & Lan, Hailin, 2019. "How does inconsistent negative performance feedback affect the R&D investments of firms? A study of publicly listed firms," Journal of Business Research, Elsevier, vol. 102(C), pages 151-162.
    10. Vanroelen, Christophe & Levecque, Katia & Moors, Guy & Gadeyne, Sylvie & Louckx, Fred, 2009. "The structuring of occupational stressors in a Post-Fordist work environment. Moving beyond traditional accounts of demand, control and support," Social Science & Medicine, Elsevier, vol. 68(6), pages 1082-1090, March.
    11. Duffy, Sarah & Bruce, Kyle & Moroko, Lara & Groeger, Lars, 2020. "Customer orientation: Its surprising origins, tumultuous development and place in the future of marketing thought and practice," Australasian marketing journal, Elsevier, vol. 28(4), pages 181-188.
    12. Park, Hyewon & Hur, Won-Moo, 2023. "Customer showrooming behavior, customer orientation, and emotional labor: Sales control as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    13. Neena Gopalan & Murugan Pattusamy, 2020. "Role of Work and Family Factors in Predicting Career Satisfaction and Life Success," IJERPH, MDPI, vol. 17(14), pages 1-19, July.
    14. Jen-Shou Yang & Li-Ching Tsai, 2023. "The moderating effects of trustor characteristics and the cost of being trusted on the relationship between felt trust and OCB intention," Review of Managerial Science, Springer, vol. 17(7), pages 2417-2441, October.
    15. Natalia Sigaeva & Huseyin Arasli & Emel Ozdemir & Guzide Atai & Emel Capkiner, 2022. "In Search of Effective Gen Z Engagement in the Hospitality Industry: Revisiting Issues of Servant and Authentic Leadership," Sustainability, MDPI, vol. 14(20), pages 1-19, October.
    16. C. Fred Miao & Guangping Wang, 2017. "Effects of work–family interface conflicts on salesperson behaviors: a double-edged sword," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 762-783, September.
    17. Marchel Bentoy & Marlon Mata & Jayson Bayogo & Roel Vasquez & Rose Mary Almacen & Samantha Shane Evangelista & Charldy Wenceslao & Jannen Batoon & Maria Diana Lauro & Kafferine Yamagishi & Gamaliel Go, 2022. "Complex Cause-Effect Relationships of Social Capital, Leader-Member Exchange, and Safety Behavior of Workers in Small-Medium Construction Firms and the Moderating Role of Age," Sustainability, MDPI, vol. 14(19), pages 1-24, September.
    18. Reid, Shane W. & Patel, Pankaj C. & Wolfe, Marcus T., 2018. "The struggle is real: self-employment and short-term psychological distress," Journal of Business Venturing Insights, Elsevier, vol. 9(C), pages 128-136.
    19. Mert Unur & Guzide Atai & Emel Capkiner & Huseyin Arasli, 2022. "Can Safety Leadership Be an Antidote in the COVID-19 Fear of Job Insecurity and the Work Engagement Relationship in the Norwegian Service Industry? A Moderated-Mediation Model," Sustainability, MDPI, vol. 14(19), pages 1-16, September.
    20. Wach, Bernhard A. & Wehner, Marius C. & Weißenberger, Barbara E. & Kabst, Rüdiger, 2021. "United we stand: HR and line managers’ shared views on HR strategic integration," European Management Journal, Elsevier, vol. 39(4), pages 410-422.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jijerp:v:17:y:2020:i:19:p:7198-:d:422679. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.