IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v10y2018i6p1967-d152013.html
   My bibliography  Save this article

Daily Emotional Labor, Negative Affect State, and Emotional Exhaustion: Cross-Level Moderators of Affective Commitment

Author

Listed:
  • Hyewon Kong

    (College of Liberal Arts and Interdisciplinary Studies, Kyonggi University, Suwon 16227, Korea)

  • Joo-Eon Jeon

    (Department of Business Administration, Anyang University, Anyang 14028, Korea)

Abstract

Employees’ emotional-labor strategies, experienced affects, and emotional exhaustion in the workplace may vary over time within individuals, even within the same day. However, previous studies on these relationships have not highlighted their dynamic properties of these relationships. In addition, although the effects of surface and deep acting on emotional exhaustion have been investigated in emotional-labor research, empirical studies on these relationships still report mixed results. Thus, we suggest that moderators may affect the relationship between emotional labor and emotional exhaustion. Also, this study examines the relationship between emotional labor and emotional exhaustion within individuals by repeated measurements, and verifies the mediating effect of a negative affect state. Finally, our study confirms the moderating effects that affective commitment has on the relationship between emotional labor and emotional exhaustion. Data was collected from tellers who had a high degree of interaction with clients at banks based in South Korea. A total of 56 tellers participated in the survey and responded for five working days. A total of 616 data entries were collected from the 56 respondents. We used a hierarchical linear model (HLM) to examine our hypothesis. The results showed that surface-acting emotional labor increases emotional exhaustion; furthermore, the relationship between surface acting emotional labor and emotional exhaustion is mediated by a negative affect state within individuals. In addition, this study verified that affective commitment buffers the negative effects that surface acting emotional labor has on emotional exhaustion. These results suggest that emotional labor is a dynamic process within individuals, and that emotional exhaustion caused by emotional labor differs among individuals, and is dependent upon factors such as the individual’s level of affective commitment.

Suggested Citation

  • Hyewon Kong & Joo-Eon Jeon, 2018. "Daily Emotional Labor, Negative Affect State, and Emotional Exhaustion: Cross-Level Moderators of Affective Commitment," Sustainability, MDPI, vol. 10(6), pages 1-13, June.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:6:p:1967-:d:152013
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/10/6/1967/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/10/6/1967/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Jennifer L. Krull & David P. Mackinnon, 1999. "Multilevel Mediation Modeling in Group-Based Intervention Studies," Evaluation Review, , vol. 23(4), pages 418-444, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    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. Sung-Hoon Ko & Yongjun Choi, 2019. "Compassion and Job Performance: Dual-Paths through Positive Work-Related Identity, Collective Self Esteem, and Positive Psychological Capital," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    3. Jaeyoung Lim & Kuk-Kyoung Moon, 2023. "Exploring the Effect of Emotional Labor on Turnover Intention and the Moderating Role of Perceived Organizational Support: Evidence from Korean Firefighters," IJERPH, MDPI, vol. 20(5), pages 1-18, March.
    4. Satyanarayana Parayitam & Aktharsha Syed Usman & Bradley J. Olson & Timothy Shea, 2022. "Effect of Emotional Exhaustion and Knowledge Sharing on Depersonalization, Work Accomplishment, and Organizational Performance," International Journal of Knowledge Management (IJKM), IGI Global, vol. 18(1), pages 1-20, January.
    5. Rula Odeh Alsawalqa, 2020. "Emotional labour, social intelligence, and narcissism among physicians in Jordan," Palgrave Communications, Palgrave Macmillan, vol. 7(1), pages 1-12, December.
    6. Hazrina Ghazali & Fatin Nabilah Misbahwazir & Ainul Zakiah Abu Bakar & Ahmad Fareed Ismail, 2024. "Identifying Factors Influencing Employee Turnover Intention in Malaysian Small and Medium-Sized Enterprises (SMEs) Restaurants," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(11), pages 1567-1583, November.

    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. Ying Liu & Fang Luo & Danhui Zhang & Hongyun Liu, 2017. "Comparison and robustness of the REML, ML, MIVQUE estimators for multi-level random mediation model," Journal of Applied Statistics, Taylor & Francis Journals, vol. 44(9), pages 1644-1661, July.
    2. Qin Gao & Fuhua Zhai, 2017. "Public Assistance, Economic Prospect, and Happiness in Urban China," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 132(1), pages 451-473, May.
    3. Bernburg, Jon Gunnar & Thorlindsson, Thorolfur & Sigfusdottir, Inga D., 2009. "The neighborhood effects of disrupted family processes on adolescent substance use," Social Science & Medicine, Elsevier, vol. 69(1), pages 129-137, July.
    4. Janardhanan, Niranjan S. & Lewis, Kyle & Reger, Rhonda K. & Stevens, Cynthia K., 2020. "Getting to know you: motivating cross-understanding for improved team and individual performance," LSE Research Online Documents on Economics 101239, London School of Economics and Political Science, LSE Library.
    5. Echchakoui, Saïd, 2016. "Relationship between sales force reputation and customer behavior: Role of experiential value added by sales force," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 54-66.
    6. Daniel Z. Levin & Jorge Walter & J. Keith Murnighan, 2011. "Dormant Ties: The Value Of Reconnecting," Organization Science, INFORMS, vol. 22(4), pages 923-939, August.
    7. Echchakoui, Saïd, 2015. "Drivers of sales force equity in the service industry," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 140-153.

    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:jsusta:v:10:y:2018:i:6:p:1967-:d:152013. 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.