IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v11y2019i6p1780-d216837.html
   My bibliography  Save this article

The Impact of Perceived Corporate Social Responsibility on Frontline Employee’s Emotional Labor Strategies

Author

Listed:
  • Seonggoo Ji

    (Department of Business Administration and Accounting, Hanbat National University, Daejeon 34158, Korea)

  • Ihsan Ullah Jan

    (Department of Business Administration, Hanbat National University, Daejeon 34158, Korea)

Abstract

This study explores the relationship between corporate social responsibility and emotional labor strategies of frontline employees. In particular, the research focuses on the impact of perceived motives of corporate social responsibility on the cynicism, authenticity, and subsequently, the effect of cynicism and authenticity on surface acting and deep acting of frontline employees. Based on the online survey of 258 frontline employees in South Korea and structural equation modeling of the data, the findings show that the selfish motives of corporate social responsibility (CSR) increase cynicism whereas the altruistic motives of corporate social responsibility increase authenticity and decrease cynicism of frontline employees. In addition, this study reveals that CSR-cynicism leads to surface acting and reduces deep acting whereas CSR-authenticity increases deep acting and does not significantly affect surface acting of frontline employees.

Suggested Citation

  • Seonggoo Ji & Ihsan Ullah Jan, 2019. "The Impact of Perceived Corporate Social Responsibility on Frontline Employee’s Emotional Labor Strategies," Sustainability, MDPI, vol. 11(6), pages 1-14, March.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:6:p:1780-:d:216837
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/11/6/1780/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/11/6/1780/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. S. Hansen & Benjamin Dunford & Alan Boss & R. Boss & Ingo Angermeier, 2011. "Corporate Social Responsibility and the Benefits of Employee Trust: A Cross-Disciplinary Perspective," Journal of Business Ethics, Springer, vol. 102(1), pages 29-45, August.
    2. Skarmeas, Dionysis & Leonidou, Constantinos N., 2013. "When consumers doubt, Watch out! The role of CSR skepticism," Journal of Business Research, Elsevier, vol. 66(10), pages 1831-1838.
    3. Terry Beckman & Alison Colwell & Peggy Cunningham, 2009. "The Emergence of Corporate Social Responsibility in Chile: The Importance of Authenticity and Social Networks," Journal of Business Ethics, Springer, vol. 86(2), pages 191-206, March.
    4. Johan Graafland & Corrie Mazereeuw-Van der Duijn Schouten, 2012. "Motives for Corporate Social Responsibility," De Economist, Springer, vol. 160(4), pages 377-396, December.
    5. Panikkos Constanti & Paul Gibbs, 2005. "Emotional labour and surplus value: the case of holiday ‘reps’," The Service Industries Journal, Taylor & Francis Journals, vol. 25(1), pages 103-116, January.
    6. Ven van de, B. & Graafland, J.J., 2006. "Strategic and moral motivation for corporate social responsibility," MPRA Paper 20278, University Library of Munich, Germany.
    7. Grandey, Alicia A. & Fisk, Glenda M. & Mattila, Anna S. & Jansen, Karen J. & Sideman, Lori A., 2005. "Is "service with a smile" enough? Authenticity of positive displays during service encounters," Organizational Behavior and Human Decision Processes, Elsevier, vol. 96(1), pages 38-55, January.
    8. Pavlos Vlachos & Nikolaos Panagopoulos & Adam Rapp, 2013. "Feeling Good by Doing Good: Employee CSR-Induced Attributions, Job Satisfaction, and the Role of Charismatic Leadership," Journal of Business Ethics, Springer, vol. 118(3), pages 577-588, December.
    9. Md. Abdul Kaium Masud & Mohammad Nurunnabi & Seong Mi Bae, 2018. "The effects of corporate governance on environmental sustainability reporting: empirical evidence from South Asian countries," Asian Journal of Sustainability and Social Responsibility, Springer, vol. 3(1), pages 1-26, December.
    10. Abraham Carmeli & Gershon Gilat & David A. Waldman, 2007. "The Role of Perceived Organizational Performance in Organizational Identification, Adjustment and Job Performance," Journal of Management Studies, Wiley Blackwell, vol. 44(6), pages 972-992, September.
    11. Dima Jamali, 2008. "A Stakeholder Approach to Corporate Social Responsibility: A Fresh Perspective into Theory and Practice," Journal of Business Ethics, Springer, vol. 82(1), pages 213-231, September.
    12. Becker-Olsen, Karen L. & Cudmore, B. Andrew & Hill, Ronald Paul, 2006. "The impact of perceived corporate social responsibility on consumer behavior," Journal of Business Research, Elsevier, vol. 59(1), pages 46-53, January.
    13. Tiina Onkila, 2015. "Pride or Embarrassment? Employees’ Emotions and Corporate Social Responsibility," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 22(4), pages 222-236, July.
    14. Daina Mazutis & Natalie Slawinski, 2015. "Reconnecting Business and Society: Perceptions of Authenticity in Corporate Social Responsibility," Journal of Business Ethics, Springer, vol. 131(1), pages 137-150, September.
    15. Won‐Moo Hur & Tae‐Won Moon & Han‐Geun Lee, 2018. "Employee engagement in CSR initiatives and customer‐directed counterproductive work behavior (CWB): The mediating roles of organizational civility norms and job calling," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(6), pages 1087-1098, November.
    16. Lee, Eun Mi & Park, Seong-Yeon & Lee, Hyun Jung, 2013. "Employee perception of CSR activities: Its antecedents and consequences," Journal of Business Research, Elsevier, vol. 66(10), pages 1716-1724.
    17. Alhouti, Sarah & Johnson, Catherine M. & Holloway, Betsy Bugg, 2016. "Corporate social responsibility authenticity: Investigating its antecedents and outcomes," Journal of Business Research, Elsevier, vol. 69(3), pages 1242-1249.
    18. Park, Jongchul & Lee, Hanjoon & Kim, Chankon, 2014. "Corporate social responsibilities, consumer trust and corporate reputation: South Korean consumers' perspectives," Journal of Business Research, Elsevier, vol. 67(3), pages 295-302.
    19. John Elkington, 2006. "Governance for Sustainability," Corporate Governance: An International Review, Wiley Blackwell, vol. 14(6), pages 522-529, November.
    20. Josefina Fernández-Guadaño & Jesús H. Sarria-Pedroza, 2018. "Impact of Corporate Social Responsibility on Value Creation from a Stakeholder Perspective," Sustainability, MDPI, vol. 10(6), pages 1-10, June.
    21. Su-Yol Lee & Yong Won Seo, 2017. "Corporate Social Responsibility Motive Attribution by Service Employees in the Parcel Logistics Industry as a Moderator between CSR Perception and Organizational Effectiveness," Sustainability, MDPI, vol. 9(3), pages 1-13, February.
    22. Jeanne Liedtka, 2008. "Strategy Making and the Search for Authenticity," Journal of Business Ethics, Springer, vol. 80(2), pages 237-248, June.
    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. Juliane Meixner & Jozef Papula, 2021. "Strategic alignment and implementation of codes of conducts in organisations," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 8(4), pages 331-348, June.
    2. Naveed Ahmad & Miklas Scholz & Zia Ullah & Muhammad Zulqarnain Arshad & Raja Irfan Sabir & Waris Ali Khan, 2021. "The Nexus of CSR and Co-Creation: A Roadmap towards Consumer Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-15, January.
    3. Huidong Sun & Mustafa Raza Rabbani & Naveed Ahmad & Muhammad Safdar Sial & Guping Cheng & Malik Zia-Ud-Din & Qinghua Fu, 2020. "CSR, Co-Creation and Green Consumer Loyalty: Are Green Banking Initiatives Important? A Moderated Mediation Approach from an Emerging Economy," Sustainability, MDPI, vol. 12(24), pages 1-22, December.
    4. Jing Yu & Changjun Jiang & Xiaohong Zhuang & Sanggyun Na & Zongmin Cui, 2020. "The Formation Mechanism of Consumer Perceived Corporate Social Responsibility Authenticity: An Empirical Study of Chinese Consumers," Sustainability, MDPI, vol. 12(6), pages 1-22, March.
    5. Hua Yu & Muhammad Salman Shabbir & Naveed Ahmad & Antonio Ariza-Montes & Alejandro Vega-Muñoz & Heesup Han & Miklas Scholz & Muhammad Safdar Sial, 2021. "A Contemporary Issue of Micro-Foundation of CSR, Employee Pro-Environmental Behavior, and Environmental Performance toward Energy Saving, Carbon Emission Reduction, and Recycling," IJERPH, MDPI, vol. 18(10), pages 1-15, May.
    6. Yang Cheng & Yuan Wang & Feihong Pan, 2022. "The Impact of CSR Perceptions on Employees’ Turnover Intention during the COVID-19 Crisis in China," IJERPH, MDPI, vol. 19(14), pages 1-14, July.

    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. Jing Yu & Changjun Jiang & Xiaohong Zhuang & Sanggyun Na & Zongmin Cui, 2020. "The Formation Mechanism of Consumer Perceived Corporate Social Responsibility Authenticity: An Empirical Study of Chinese Consumers," Sustainability, MDPI, vol. 12(6), pages 1-22, March.
    2. Qing Miao & Jun Zhou, 2020. "Corporate Hypocrisy and Counterproductive Work Behavior: A Moderated Mediation Model of Organizational Identification and Perceived Importance of CSR," Sustainability, MDPI, vol. 12(5), pages 1-20, March.
    3. Hajir Afzali & Sang Soo Kim, 2021. "Consumers’ Responses to Corporate Social Responsibility: The Mediating Role of CSR Authenticity," Sustainability, MDPI, vol. 13(4), pages 1-13, February.
    4. Seunghee Im & Yang Woon Chung & Ji Yeon Yang, 2016. "Employees’ Participation in Corporate Social Responsibility and Organizational Outcomes: The Moderating Role of Person–CSR Fit," Sustainability, MDPI, vol. 9(1), pages 1-14, December.
    5. Min Ah Jeon & Daechun An, 2019. "A study on the relationship between perceived CSR motives, authenticity and company attitudes: a comparative analysis of cause promotion and cause-related marketing," Asian Journal of Sustainability and Social Responsibility, Springer, vol. 4(1), pages 1-14, December.
    6. Stankevičiūtė Živilė & Wereda Wioletta, 2020. "Universalism values and organisational citizenship behaviour referring to employee perception of corporate social responsibility," Management & Marketing, Sciendo, vol. 15(2), pages 302-325, June.
    7. Duygu Turker & Ozge Can & Gizem Aras‐Beger, 2023. "How authenticity of corporate social responsibility affects organizational attractiveness: Stakeholder perceptions of organizational ideology," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(4), pages 1680-1697, July.
    8. Magda B. L. Donia & Sigalit Ronen & Carol-Ann Tetrault Sirsly & Silvia Bonaccio, 2019. "CSR by Any Other Name? The Differential Impact of Substantive and Symbolic CSR Attributions on Employee Outcomes," Journal of Business Ethics, Springer, vol. 157(2), pages 503-523, June.
    9. Donia, Magda B.L. & Tetrault Sirsly, Carol-Ann, 2016. "Determinants and consequences of employee attributions of corporate social responsibility as substantive or symbolic," European Management Journal, Elsevier, vol. 34(3), pages 232-242.
    10. Huifang Liu & Jin-Sup Jung, 2021. "The Effect of CSR Attributes on CSR Authenticity: Focusing on Mediating Effects of Digital Transformation," Sustainability, MDPI, vol. 13(13), pages 1-15, June.
    11. Saeed Tajdini & Edward Ramirez, 2019. "Firm authenticity: the construct, research propositions, and managerial implications," AMS Review, Springer;Academy of Marketing Science, vol. 9(3), pages 324-338, December.
    12. Behrooz Gharleghi & Asghar Afshar Jahanshahi & Khaled Nawaser, 2018. "The Outcomes of Corporate Social Responsibility to Employees: Empirical Evidence from a Developing Country," Sustainability, MDPI, vol. 10(3), pages 1-15, March.
    13. 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.
    14. Anran Zhang & Alex Scodellaro & Bo Pang & Hui-Yi Lo & Zhengliang Xu, 2020. "Attribution and Effectiveness of Cause-Related Marketing: The Interplay between Cause–Brand Fit and Corporate Reputation," Sustainability, MDPI, vol. 12(20), pages 1-17, October.
    15. Athanasios Krystallis & Vlad Zaharia & Antonis Zairis, 2021. "“When” Does It Pay to Be Good? Attributions Mediate the Way CSR Elements Impact on Consumer Responses, and Are Controllable," Sustainability, MDPI, vol. 13(11), pages 1-16, May.
    16. Chen Wang & Yeonggil Kim & Changhee Kim, 2022. "Are all CSR Activities in Your SNS Authentic? The Antecedents and Outcomes of Consumer Perceived Authenticity of CSR," SAGE Open, , vol. 12(4), pages 21582440221, November.
    17. Kenneth Roeck & François Maon, 2018. "Building the Theoretical Puzzle of Employees’ Reactions to Corporate Social Responsibility: An Integrative Conceptual Framework and Research Agenda," Journal of Business Ethics, Springer, vol. 149(3), pages 609-625, May.
    18. Min-Jik Kim & Byung-Jik Kim, 2021. "The Performance Implication of Corporate Social Responsibility: The Moderating Role of Employee’s Prosocial Motivation," IJERPH, MDPI, vol. 18(6), pages 1-14, March.
    19. Menno D. T. Jong & Mark Meer, 2017. "How Does It Fit? Exploring the Congruence Between Organizations and Their Corporate Social Responsibility (CSR) Activities," Journal of Business Ethics, Springer, vol. 143(1), pages 71-83, June.
    20. Mark Anthony Camilleri, 2021. "The Employees’ State of Mind during COVID-19: A Self-Determination Theory Perspective," Sustainability, MDPI, vol. 13(7), pages 1-17, March.

    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:11:y:2019:i:6:p:1780-:d:216837. 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.