The Effect of Emotional Labor on Psychological Well-Being in the Context of South Korean Firefighters: The Moderating Role of Transformational Leadership.

Drawing on insights from the conservation of resources theory and the job demands-resources theory, our study investigates the association between two types of emotional labor-surface and deep acting-and the psychological well-being of firefighters. In addition, it investigates the moderating effect of transformational leadership within this context. To this end, this study utilizes ordinary least squares models to analyze survey data from 1453 firefighters in Gyeonggi-do, South Korea's largest province by population. The findings reveal a negative association between both types of emotional labor and the psychological well-being of firefighters. The study further demonstrates that transformational leadership mitigates the adverse effects of surface acting on psychological well-being. Our research indicates that transformational leadership plays a pivotal role in replenishing lost emotional resources, thereby enhancing the mental and emotional health of those engaged in demanding roles such as firefighting and emergency medical services. Accordingly, the study highlights a vital strategy for maintaining the psychological well-being of firefighters.

Predicting frontline employees' emotional labor after suffering customer incivility: A job passion perspective.

The phenomenon of customer incivility poses significant challenges for frontline employees whose expression of emotion determines the service experience. Few studies have explored the mediating mechanisms linking customer incivility to frontline employees' emotional labor. Drawing on the dualistic model of job passion theory, we proposed job passion as a feasible mediator of the links from customer incivility to frontline employees' emotional labor. Using data from 1040 frontline employees across the retailing, banking, and hospitality sectors, the results indicate that job passion acts as the psychological mechanism underlying the relationships between customer incivility and frontline employees' emotional labor. Specifically, customer incivility is positively associated with frontline employees' surface acting through both obsessive passion and harmonious passion. Conversely, customer incivility is negatively linked with deep acting only through harmonious passion. Our findings clarify the psychological mechanisms through which customer incivility affects frontline employees' emotional labor from the perspective of job passion. Furthermore, the current study also extends the job passion model to the boundary-spanning context to explain how frontline employees respond to customer incivility. This study sheds light on how service practitioners can support frontline employees in dealing with customer incivility.

Emotional labor and burnout among nurses in Iran: core self-evaluations as mediator and moderator.

BACKGROUND: This study investigated the mediating and moderating impact of core self-evaluations in the path from emotional labor to burnout. Our hypothesized associations are based on Hobfoll (Rev Gen Psychol 6:307-24, 2002) conservation of resources theory. METHOD: Three hundred nurses from four hospitals in Abadan, Iran, were invited to participate in our study. Of the 300, 255 completed all sections and questions in our survey for an 85% response rate. The posited direct and indirect effects were evaluated with structural equation modeling and the interaction effects were evaluated with hierarchical moderated regression and simple regression slope plots. RESULT: Deep acting has indirect effects on burnout through core self-evaluations. Though unrelated to surface acting, core self-evaluations moderate its impact: under low core self-evaluations, surface acting is strongly related to emotional exhaustion and inversely related to personal accomplishment, whereas, under high core self-evaluations, surface acting is unrelated to these burnout dimensions. CONCLUSION: Our findings reveal the dual functions of CSE as a psychological resource and buffer to offset the interpersonal demands of patient care. Limitations, directions for future research, and practical implications are discussed.

A study on the structural relationship between emotional labor, job burnout, and turnover intention among office workers in Korea: the moderated mediating effect of leader-member exchange.

BACKGROUND: This research investigated the interplay of emotional labor, job burnout, and leader-member exchange on turnover intentions among office workers in South Korea. METHODS: An online survey was conducted with 333 employees working in Korean small- and medium-sized enterprises. The target sample consisted of in-house employees who do not deal with external customers. All the measurement and structural models of this study were analyzed using SPSS 27.0 and Amos 28.0. RESULTS: The survey revealed that emotional labor indirectly influenced turnover intentions via job burnout and leader-member exchange. Deep acting intensified job burnout, thereby elevating turnover intentions, while surface acting mitigated job burnout. CONCLUSIONS: The findings underscored the importance of managing emotional labor and job burnout and fostering robust leader-member relationships to reduce staff turnover. Moreover, leader-member exchange was found to mitigate the effects of emotional labor on job burnout and turnover intention, with higher leader-member exchange reducing the negative impact of deep acting on turnover intention through job burnout.

Leaders' emotional labour and abusive supervision: The moderating role of mindfulness.

In this study, we examine how leaders' emotional labour strategies (surface acting and deep acting) deplete leaders' self-control resources to predict abusive supervision, in addition to the moderating role of leader mindfulness. Integrating ego-depletion theory and emotion regulation theory, we hypothesise that deep acting and surface acting predict higher levels of abusive supervision, which is mediated by reduced self-control. Furthermore, we predict that leaders' trait mindfulness moderates the relationship between emotional labour and self-control on abusive supervision. Results from a three-wave study of leader-follower dyads supported mediation hypotheses; both deep and surface acting predicted abusive supervision, which is mediated by reduced self-control. Our moderated mediation hypotheses were supported for deep acting but not surface acting. This research contributes to the literature by demonstrating the depleting nature of emotional labour in leadership and the importance of leader mindfulness as a boundary condition that can make deep acting less harmful for leader behaviour.

Front-line employees' perceived COVID-19 event strength and emotional labor in the service industry: A moderated mediation model.

COVID-19 pandemic has brought enormous challenges to employees worldwide, and thus, it is important to understand whether, how, and when perceived COVID-19 event strength can influence employees' work-related outcomes. Drawing on event system theory and affective events theory, this study examined the effect of perceived COVID-19 event strength on front-line service employees' emotional labor, namely, surface acting and deep acting, through the mediating role of anxiety. In addition, it explored job insecurity as a moderator in the relationship between perceived COVID-19 event strength and anxiety. This study analyzed two-wave data (N = 191) collected from front-line employees in the service industry and found that anxiety mediated the relationship between perceived COVID-19 event strength and surface acting but not deep acting, and that job insecurity moderated the relationship between perceived COVID-19 event strength and anxiety and the indirect effect of perceived COVID-19 event strength on surface acting but not on deep acting via anxiety. Implications and directions for future research are also discussed.

How Service Employees' Mindfulness Links to Task Performance through Psychological Resilience, Deep Acting, and Customer-Oriented Behavior.

This study investigates the specific pathways through which mindfulness influences task performance, focusing on the sequential mediating roles of psychological resilience, customer-oriented behavior, and deep acting. Structural equation modeling is used to analyze data collected from 359 employees in the service industry in Korea. The results confirm that mindfulness has a significant direct and indirect relationship with task performance. Improved resilience through mindfulness can be the basis for fostering customer-oriented behavior and deep acting, which sequentially enhance task performance. This study provides a comprehensive understanding of how mindfulness leads to improvements in task performance and highlights the significance of mindfulness for both customers and service employees. It also expands the existing knowledge of mindfulness by empirically integrating resilience, customer-oriented behavior, and deep acting, which have not been extensively studied in mindfulness research. The findings have practical implications from a managerial perspective, emphasizing the importance of mindfulness resources in the workplace.

The effects of workplace friendship network centrality on deep acting.

We integrated social network theory with conservation of resource theory to predict that workplace friendship network centrality provides service employees with critical psychological resources that foster deep acting: positive affect and positive self-perception. In Study 1, we conducted a survey (N = 105) in a Korean banking firm, revealing that these resources mediate the relationship between workplace friendship network centrality and deep acting. Studies 2 and 3, both experimental studies, investigated the hypothesized causal relationships. In Study 2 (N = 151), we found that workplace friendship network centrality increases the intention toward deep acting. Further, Study 3 (N = 140) confirmed the direct effects of friendship network centrality on positive affect and self-perception. By providing insights into the structural antecedents of emotional labor, we inform managers in service organizations of the value of creating avenues for their employees to form and maintain friendships within the organization.

The effect of emotional intelligence on unsafe behavior of miners: the role of emotional labor strategies and perceived organizational support.

The primary purpose of this study is to explore the mechanism of the four dimensions of miners' emotional intelligence (self-emotion perception, emotion application, emotion regulation, other-emotion perception) on unsafe behavior through a questionnaire survey of three state-owned coal mines in Shanxi, Shaanxi and Sichuan. Nearly 300 miners participated in the survey, and the response rate reached 83.3%. The study also examined the possible effects of miners' emotional labor strategies and perceived organizational support on unsafe behavior. The reliability and effectiveness of all measuring instruments are considered acceptable. The results show that emotional labor strategy plays an intermediary role in the relationship between emotional intelligence and unsafe behavior. Perceived organizational support plays a regulatory role in the relationship between emotional labor strategy and unsafe behavior.

Emotional labour behavior of nursing students: A qualitative study.

AIM: This study aimed to determine the opinions of nursing students on emotional labor behavior. BACKGROUND: It is of importance to teach emotional labor behavior to nursing students, the nurses of the future. DESIGN: The research has a phenomenological qualitative design. METHOD: Participants consisted of 20 nursing students who were in face-to-face communication with patients in clinical practice. The Standards for Reporting Qualitative Research (COREQ) was used to report this research. RESULTS: Considering the theoretical structure of the subject, emotional labor behavior was examined under three main themes: surface acting, deep acting, and genuine acting. CONCLUSIONS: Emotional labor behavior affects students' approach to patients and performance in clinical practice. Education has a supportive effect on the management of emotions and the guidance of the clinical environment and clinical services.

Emotional labor among Turkish nurses: A cross-sectional study.

Nurses are the closest healthcare providers to patients and emotional labor is the most invisible part of nursing work. However, the management of emotions to promote organizational goals and to ensure patient satisfaction may have both positive and negative impacts on nurses' working life. The purpose of this cross-sectional, descriptive study was to examine the emotional labor behaviors of nurses and their opinions on emotional labor. Two hundred nineteen nurses working at public hospitals in Ankara between September and December 2018 participated to this study. Data were collected using the sociodemographic characteristics form and "The Scale of Emotional Labor Behavior for Nurses." Nurses had higher scores on the deep and sincere emotional acting subdimensions of the emotional labor scale than the surface acting subdimension. Findings suggest that nurses act deeply and intimately, instead of surface acting. Most of the nurses expressed that nurses were emotionally affected when caring for patients; however, nurses had to control their feelings toward patients and behave professionally to meet the expectations of their managers, which may lead to an implicit emotional dissonance. Based on the results of this study, we suggest to support nurses emotionally and to incorporate the topic of emotional labor into educational programs.

The Potential Relationship Between a Cognitive Dissonance State and Musculoskeletal Injury: A Systematic Review.

OBJECTIVE: The objective of this systematic review was to investigate the potential link between cognitive dissonance or its related constructs (emotional dissonance, emotional labor) and musculoskeletal disorders. BACKGROUND: The etiology of musculoskeletal disorders is complex, as pain arises from complex interactions among physical, social, and psychological stressors. It is possible that the psychological factor of cognitive dissonance may contribute to the etiology and/or maintenance of musculoskeletal disorders. METHOD: MEDLINE, APA PsycInfo, and CINAHL Plus databases were searched for studies investigating cognitive dissonance or its related constructs as exposure(s) of interest and outcomes related to physical health (including, but not limited to, musculoskeletal pain). Risk of bias was assessed using the Appraisal tool for Cross-Sectional Studies (AXIS) tool. RESULTS: The literature search yielded 7 studies eligible for inclusion. None of the included studies investigated cognitive dissonance directly but instead investigated dissonance-related constructs of emotional dissonance and emotional labor, in which a mismatch between required and felt emotions might elicit a psychological response consistent with the cognitive dissonance state. Moderate effect sizes between dissonance-related constructs and musculoskeletal disorders were noted (OR 1.25-2.22). CONCLUSION: There is likely a relationship between the two factors studied. However, as the included studies were cross-sectional in nature, a causal relationship between cognitive dissonance-related constructs and musculoskeletal disorders cannot be inferred. Therefore, future study proposing and validating a causal pathway between these variables is warranted. APPLICATION: Cognitive dissonance and its related constructs may serve as risk factors for musculoskeletal disorders that have not been considered previously.

Meaningful work, pleasure in working, and the moderating effects of deep acting and COVID-19 on nurses' work.

AIMS: This study aims to verify the association between nurses' perception of the meaningfulness of their work and their pleasure in working, and whether this relationship may change based on the level of deep acting performed to cope with emotional regulation demands and the influence of the COVID-19 pandemic on the healthcare work. METHODS: Nurses from both private and public Italian institutions (N = 239) completed an online questionnaire between June 2021 and January 2022. A moderated moderation model was tested through SPSS Process macro. The design is cross-sectional. RESULTS: The results show that the perception of meaningfulness of work is positively associated with pleasure in working, especially in conditions of high deep acting. This relationship is further moderated by the COVID-19 influence so that the association between meaningful work and pleasure in working is stronger in conditions of high COVID-19 influence and at higher levels of deep acting performed. CONCLUSION: Perceiving one's work as meaningful can be a job resource that protects nurses from the negative effects of emotional regulation demands and even from the stress of dealing with COVID-19. IMPACT: The study addresses the problem of nurses' emotional regulation demands at work and evaluates the protective role of meaningful work. The findings could be useful for planning prevention interventions (through training in adaptive emotional regulation strategies) or protection interventions (through the promotion of effective coping strategies and the stimulation of one's work engagement).

Impact of COVID-19 and Consortium Factors on Mental Health: Role of Emotional Labor Strategies in Achieving Sustainable Development Goals.

The COVID-19 pandemic that began in 2019 has created an acute fear of economic crisis, and people have experienced the state of perceived job insecurity. Several measures were taken to control this deadly pandemic, but it still affected the majority of global operational activities. This study addresses the United Nation's Sustainable Development Goal (SDG) number 8 that relates to decent work and economic growth. This quantitative study examines the impact of fear associated with economic crisis and perceived job insecurity on mental health with the moderating effect of surface and deep acting. Surface acting is displaying fake emotions, and deep acting is modifying inner feelings according to the required emotions. This study used sample data from private-sector employees and applied SmartPLS for structural model assessment. As many organizations took more challenging decisions to sustain their business operations, the study therefore analyzes the impact of the pandemic on private sector employees. The two main findings of the study are: (i) surface acting moderates the relationships of fear of economic crisis and perceived job insecurity with mental health and declines the impact of both on mental health, (ii) while deep acting negatively moderates the relationships of fear of economic crisis and perceived job insecurity with mental health and improved mental health even in the presence of both. The study highlighted the importance of deep acting at workplaces to sustain employees' mental and psychological stability. Organizations could introduce emotional labor strategies and strengthen the mental health of their employees against the underlying fear of economic crisis and perceived job insecurity.

Role of affective commitment in the relationship between emotional labor and life satisfaction in nurses.

PURPOSE: This study investigated relationships between hospice nurses' emotional labor, life satisfaction, and affective commitment (moderator). We started with the assumption that displaying real emotions rather than faking them may increase life satisfaction. DESIGN AND METHODS: The study utilized a cross-sectional survey data analysis. A total of 322 nurses participated in the study. Hayes' process examined the moderation relationship predicting emotional labor and life satisfaction. FINDINGS: The results showed that emotional labor partially affected life satisfaction. However, those effects varied at different levels of affective commitment and interestingly diminished at a high level. PRACTICE IMPLICATIONS: Nurse leaders should understand and transform the surface emotional setting of nurses to more profound acting emotions and then to natural emotional responses, which otherwise can generate emotional conflict causing unsatisfactory life.

When Does the Leader's Positive Expression Get a Positive Response From Members? The Three-Way Interaction Effects of Perceived Deep/Surface Acting, Positive Affect, and Quality of Leader-Member Exchange on Work Engagement.

Although researchers have argued that a leader's positive affective display effectively induces work motivation among members, it has not always resulted in desirable outcomes. This research addresses these critical issues and explains why individuals react differently, by considering the three-way interaction of the characteristics of expression, the positive affect of the members, and quality of leader-member exchange (LMX). To verify our hypotheses, 698days from 47 leaders and 146 members were collected through the Experience Sampling Method. The analysis was conducted using HLM, and the results showed that, for members with high quality LMX, the positive effect of perceived deep acting on work engagement was strengthened when positive affect was high, and the negative effect of perceived surface acting was weakened when positive affect was high. On the other hand, members with low-quality LMX showed a stronger positive effect of perceived deep acting on work engagement when positive affect was high, and the negative effect of perceived deep acting was mitigated when positive affect was low. These results demonstrate that quality of LMX serves as a context of the affective display between leaders and members, and the effect of displaying positive affect relies on members' perception of the characteristics of the expression and the affective state.

El trabajo emocional en la asesoría de negocios a emprendimientos y microempresas chilenas / Emotional labor in business consulting advisors for Chilean entrepreneurs and microenterprises

Resumen El trabajo emocional es un proceso multidimensional que adquiere relevancia debido a su creciente prevalencia y las serias consecuencias que tiene para trabajadores y organizaciones. La presente investigación busca describir las experiencias de trabajo emocional en trabajadores pertenecientes a centros de negocios que asesoran a emprendimientos y microempresas chilenas, cómo estas afectan su trabajo y las estrategias adoptadas para gestionarlo. Para esto, se organizaron cuatro grupos focales en cuatro centros de negocios con financiamiento público. Los análisis revelaron que el trabajo de los asesores/as requiere demandas de apoyo y contención emocional que están por fuera de su rol y competencias profesionales, lo cual tiene consecuencias negativas para su trabajo y su salud mental. Estas exigencias les hicieron desplegar una serie de estrategias individuales y grupales para disminuir los efectos negativos del trabajo emocional. Dentro de las estrategias individuales se observaron: establecer límites con los clientes, regular expectativas sobre las asesorías, desarrollar un endurecimiento emocional, practicar el autocuidado a través de la autoexploración emocional y, en algunos casos, buscar ayuda profesional de psicólogos/as. Como estrategia grupal, se observó el apoyo y la contención de los miembros de los equipos, los cuales, a su vez, facilitaban la derivación de clientes con situaciones complejas a asesores/as con más experiencia. Estos resultados muestran el carácter invisibilizado del trabajo emocional en la asesoría de negocios a emprendimientos y microempresas, como también la importancia de reconocerlo y gestionarlo como parte de los riesgos laborales para prevenir sus efectos en trabajadores y en las organizaciones.

Abstract Emotional labor is a multidimensional concept that includes the interactions between emotional requirements of the jobs, how emotions are expressed and the regulation strategies that it entails. In the last decades it has increased its importance due to its rising prevalence and its severe consequences for employee's health and organizational performance. Within this context, the present study seeks to address the different components of emotional labor and its effects on business consulting advisors for Chilean entrepreneurs and microenterprises, working in public-funded small business development centers. In doing so, four focus groups were carried out in four small business development centers located in Santiago of Chile. Analyses revealed that mentoring entrepreneurs and micro-enterprises is more complex than it appears, showing that advisors must provide support and comfort to their clients to succeed in their job goals. These demands go beyond their work role and exceed their competencies, which negatively impacts job performance and mental health of business advisors. In order to cope with the job demands, business advisors display several individual and collective strategies. As part of the individual strategies, the following was found: establishing boundaries with clients, regulating clients' expectations of the mentoring sessions, developing "emotional hardening", practicing self-care throughout emotional self-exploration, and in some cases, looking for psychological counseling. Interestingly, the term "emotional hardening" matches the definition of the superficial strategy formulated by Alicia Grandey, in which employees simulate or perform the emotion required by a job without changing their inner selves. Vast evidence has demonstrated that the use of this strategy is associated with serious health consequences for employees, therefore, this finding may be considered as a warning sign for the small business development centers. As a collective strategy, business advisors rely on their work teams. Specifically, advisors look for support and comfort from their co-workers and when confronted with complex clients the team referrers them to more experienced advisors. In addition, analyses showed other aspects that hinder the work of business advisors, such as the high amount and diversity of job tasks that are asked from business advisors, combined with several deadlines coming from government institutions and the centers. Furthermore, woman business advisors expressed they face more obstacles at work compared to their male co-workers, most of these obstacles are related to a gender-based discrimination coming from some clients, who doubt their expertise and competences as female advisors, and prefer to deal with male advisors. Overall, results aligned with the literature on emotional labor, showing that emotional labor is characterized by being a secondary and veiled issue in mentoring entrepreneurs and micro-enterprises. Furthermore, using the strategies revealed that emotional labor involves visible processes but also intrapsychic processes that led to a decrease in employees' resources and energy. Considering the effects of emotion labor in the context of business advisory, our results may help to strengthen the main Chilean strategy, and a well-known international program, to promote the development of entrepreneurs and microenterprises. This is even more relevant in the context of the social and employment crisis that Chile and most of the countries undergo, where entrepreneurship (formal and informal) has emerged as the main alternative to cope with unemployment. In conclusion, despite the long tradition of research on emotional labor and its serious consequences, it remains an invisible and secondary process within organizations. This research highlights the importance of identifying and managing emotions as a nuclear part of the job of business consulting advisors for Chilean entrepreneurs and microenterprises.

Leader emotion regulation, leader-member exchange (LMX), and followers' task performance.

Drawing on Social Exchange theory, we investigated the direct link between leaders' emotion regulation strategies (i.e., surface acting and deep acting) and follower task performance. In addition, we investigated the indirect link between leaders' emotion regulation strategies and follower task performance via leader-member exchange (LMX). Using survey data (N = 301) from the banking industry, we found that leader surface acting only has an indirect negative relationship with follower task performance via LMX, while leader deep acting has both a direct and an indirect positive relationship with follower task performance. The result showed that leader emotion regulation strategies perform a key role in enhancing/damaging LMX and that leaders need to be vigilant regarding their own emotional behaviors. That is, they can develop positive relationships with their followers by employing deep acting but that surface acting damages their relationship with followers. Implications of this study, limitations, and future research are discussed.

Revisiting the Effect of Emotional Labor: A Multi-Level Investigation in Front-Line Service Teams.

The main purpose of this study is to consider individuals in teams and to reexamine how emotional labor affects the performance of front-line service team and team members through emotional exhaustion. Multi-source data collection and a time-lagged research design was adopted to collect data from matched team members and customers nested in 82 front-line service teams in a large electronics provider based in China. The findings show that surface acting increases emotional exhaustion which reduces customer loyalty at the team level and individual task performance at the individual level, supporting a full mediation model. While, deep acting is not associated with emotional exhaustion, it is positively linked with team member's task performance. This study provides evidence for the nested nature of emotional labor and exhaustion in teams.

Hotel employees' fun climate at work: Effects on work-family conflict and employee deep acting through a collectivistic perspective.

Although the importance of workplace fun in hospitality organizations has been emphasized by scholars, discussion of the mechanism of a workplace fun climate in collectivistic cultural contexts is still rare in current literature. Therefore, based on a collectivistic perspective, this study aims to examine the effects of a three-component fun climate at work (socializing with coworkers, celebrating at work, and global fun at work) on employee deep acting and work-family conflict. A total of 389 usable survey responses were collected from full-time hotel employees in China. The results of this study reveal that socializing with coworkers and celebrating at work enhance global fun at work. Moreover, global fun at work significantly reduces employees' work-family conflict and strengthens their deep acting at work. Findings of this study not only contribute to knowledge of understanding workplace fun climate in hospitality literature but also offer valuable practical implications to the hospitality industry.