A predictive study of emotional labor and turnover

被引：135

作者：

Chau, Samantha L. ^{[2
]}

Dahling, Jason J. ^{[1
]}

Levy, Paul E. ^{[3
]}

Diefendorff, James M. ^{[3
]}

机构：

[1] Kean Coll New Jersey, Dept Psychol, Ewing, NJ 08628 USA

[2] Novo Nordisk Inc, Talent Management Grp, Princeton, NJ USA

[3] Univ Akron, Dept Psychol, Akron, OH 44325 USA

来源：

JOURNAL OF ORGANIZATIONAL BEHAVIOR | 2009年 / 30卷 / 08期

关键词：

JOB-SATISFACTION; MANAGING EMOTIONS; MODERATING ROLES; WORK; CONSEQUENCES; PERFORMANCE; INTENTIONS; VOLUNTARY; SERVICE; EXHAUSTION;

D O I：

10.1002/job.617

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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 (C) 2009 John Wiley & Sons, Ltd.

引用

页码：1151 / 1163

页数：13

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