..., building on extant work, this research tests a theoretical mediation model of surface acting predicting organizational commitment through emotional exhaustion. Design/methodology/approach – Employing a predictive survey approach, 171 frontline-service employees with two jobs from a variety of service...

...Tobias Kraemer; Matthias H.J. Gouthier Purpose – Personnel turnover entails considerable costs and is a major problem for the call center industry. By modifying the job demands-resources model, this study aims to examine how emotional exhaustion and organizational pride affect turnover intentions...