IDEAS home Printed from https://ideas.repec.org/a/ibn/ijbmjn/v11y2016i12p83.html

The Moderating Role of Leader-Member Exchange on the Relationship between Emotional Labor with Job Satisfaction or Turnover Intention

Author

Listed:
  • Hakan Turgut
  • Ismail Tokmak
  • M. Fikret Ates

Abstract

It is known in the business world that employees’ display of emotional labor in their relations with customers contributes to the success of the organization. Therefore, the aim of this study is to find out how the emotional dilemmas that employees experience affect their perceptions on job satisfaction and turnover intention and whether leader-member exchange has a moderating role on these relationships. In this respect, we performed a survey on the 371 employees of a company in Turkey. We used the scale developed by Diefendorff et al. (2005) to test emotional labor; the scale developed by Scandura and Graen (1984) to test leader-member exchange; the scale developed by Chen et al. (2009) to test job satisfaction and the scale developed by Scott et al. (1999) to test turnover intention. The all scales were measured valid and reliable for this sample group. In the hierarchical regression analyses, done to test the hypotheses, all variables were included in the model. According to the findings, emotional labor has a significant and positive direct effect on turnover intention and it has a significant and negative direct effect on job satisfaction. All these results taken into consideration, it was confirmed that when emotional labor increases, turnover intention also increases, and job satisfaction decreases. Furthermore, the moderating role of leader-member exchange between the relationship of emotional labor and turnover intention wasn’t approved; however, its moderating role between the relationship of emotional labor and job satisfaction was approved. To sum up, it is estimated that performing emotional labor is inevitable for organizational success and it is essential to develop new methods in order to prevent the negativities resulting from emotional dilemmas.

Suggested Citation

  • Hakan Turgut & Ismail Tokmak & M. Fikret Ates, 2016. "The Moderating Role of Leader-Member Exchange on the Relationship between Emotional Labor with Job Satisfaction or Turnover Intention," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(12), pages 1-83, November.
    • Handle: RePEc:ibn:ijbmjn:v:11:y:2016:i:12:p:83
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ijbm/article/download/61522/34694
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ijbm/article/view/61522
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. 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.
    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. Nault, Kelly A. & Sezer, Ovul & Klein, Nadav, 2023. "It’s the journey, not just the destination: Conveying interpersonal warmth in written introductions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 177(C).
    2. Karen Jehn & Elizabeth Scott, 2008. "Perceptions of Deception: Making Sense of Responses to Employee Deceit," Journal of Business Ethics, Springer, vol. 80(2), pages 327-347, June.
    3. Ilicic, Jasmina & Baxter, Stacey M. & Kulczynski, Alicia, 2016. "White eyes are the window to the pure soul: Metaphorical association and overgeneralization effects for spokespeople with limbal rings," International Journal of Research in Marketing, Elsevier, vol. 33(4), pages 840-855.
    4. Van Dijk, Pieter A. & Smith, Liam D.G. & Cooper, Brian K., 2011. "Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes," Tourism Management, Elsevier, vol. 32(1), pages 39-45.
    5. Turel, Ofir & Connelly, Catherine E., 2013. "Too busy to help: Antecedents and outcomes of interactional justice in web-based service encounters," International Journal of Information Management, Elsevier, vol. 33(4), pages 674-683.
    6. Shengliang Zhang & Chaoying Huang & Xiaodong Li & Ai Ren, 2022. "Understanding Impacts of Service Robots with the Revised Gap Model," Sustainability, MDPI, vol. 14(5), pages 1-23, February.
    7. Brundin, Ethel & Patzelt, Holger & Shepherd, Dean A., 2008. "Managers' emotional displays and employees' willingness to act entrepreneurially," Journal of Business Venturing, Elsevier, vol. 23(2), pages 221-243, March.
    8. Damen, F.J.A. & van Knippenberg, B. & van Knippenberg, D.L., 2006. "Affective Match: Leader Emotional Displays, Follower Positive Affect, and Follower Performance," ERIM Report Series Research in Management ERS-2006-072-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    9. Lixia Yao & Jie Gao & Chengye Chen & Dan Mu, 2019. "How Does Emotional Labor Impact Employees’ Perceptions of Well-Being? Examining the Mediating Role of Emotional Disorder," Sustainability, MDPI, vol. 11(23), pages 1-18, November.
    10. Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy, 2022. "The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 159-186, March.
    11. 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.
    12. Elfenbein, Hillary Anger, 2007. "Emotion in Organizations: A Review in Stages," Institute for Research on Labor and Employment, Working Paper Series qt2bn0n9mv, Institute of Industrial Relations, UC Berkeley.
    13. Carrilho, Mariana Girão & Wagner, Rafael & Pinto, Diego Costa & Gonzalez-Jimenez, Hector & Akdim, Khaoula, 2025. "The feeling skills gap: the role of empathy in voice-driven AI for service recovery," Journal of Business Research, Elsevier, vol. 201(C).
    14. Andreea Fortuna SCHIOPU, 2014. "Role And Consequences Of Emotional Labor In The Workplace," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 4, pages 675-682, July.
    15. Houston, Lawrence & Grandey, Alicia A. & Sawyer, Katina, 2018. "Who cares if “service with a smile” is authentic? An expectancy-based model of customer race and differential service reactions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 144(C), pages 85-96.
    16. Chi, Nai-Wen & Chen, Pei-Chi, 2019. "Relationship matters: How relational factors moderate the effects of emotional labor on long-term customer outcomes," Journal of Business Research, Elsevier, vol. 95(C), pages 277-291.
    17. Özgür Devrim Yilmaz, 2018. "Revisiting Employee-Guest Interactions in Hotels: An Analysis of Critical Incidents," Post-Print hal-02462421, HAL.
    18. Olk, Stephan & Lindenmeier, Jörg & Tscheulin, Dieter K. & Zogaj, Adnan, 2021. "Emotional labor in a non-isolated service encounter - The impact of customer observation on perceived authenticity and perceived fairness," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    19. Yilmaz, Özgür Devrim, 2018. "Revisiting Employee - Guest Interactions in Hotels: An Analysis of Critical Incidents," MPRA Paper 90101, University Library of Munich, Germany, revised 28 Jun 2018.
    20. Bai, Feng & Ho, Grace Ching Chi & Liu, Wu, 2020. "Do status incentives undermine morality-based status attainment? Investigating the mediating role of perceived authenticity," Organizational Behavior and Human Decision Processes, Elsevier, vol. 158(C), pages 126-138.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    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:ibn:ijbmjn:v:11:y:2016:i:12:p:83. 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: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    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.