RESUMO
Objective To explore the mediation role of emotional labor in the relationship between workplace ostracism and emotional exhaustion, aiming to provide practical implications to manage workplace ostracism. Methods Using time-lagged survey, a total of 370 valid responses were collected at two time points from the nurses in a general hospital in Chengdu, including the data of demographics, workplace ostracism, emotional labor and emotional exhaustion. Structural equation model (SEM) was employed to test the relationships. Results The means of key variables were: workplace ostracism 1.30 (1.00, 1.73)，surface acting 1.50 (1.00,2.25), deep acting 3.00 (1.33, 4.00), and emotional exhaustion 3.53 (2.60, 4.20). There was a significant positive relationship between workplace ostracism and surface acting (P<0.01), just as well as the relationship with deep acting and emotional exhaustion (P<0.01). Surface acting led to emotional exhaustion of nurses (P<0.01) and mediated the positive relationship between workplace ostracism and emotional exhaustion. Deep acting was not significantly related to emotional exhaustion (P>0.05). SEM analysis demonstrated an acceptable and reasonable model fit. Conclusions The surveyed nurses reported a medium and low level of perceived workplace ostracism and emotional labor, but a high level of emotional exhaustion. Workplace ostracism has a positive effect on nurses' emotional exhaustion via surface acting. Hospital administration should take measure to prevent and intervene in workplace ostracism, provide organizational and supervisory supports to nurses, and particularly enhance nurse's emotional management skills and encourage use of deep acting strategy to minimize the detrimental effects of workplace ostracism.