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Keywords: Surface acting
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Journal Articles
Unlocking emotional labor: how organizational control systems shape frontline service employees’ emotional labor
Available to Purchase
Journal of Service Theory and Practice (2024) 34 (6): 915–940.
Published: 06 September 2024
... system (OBCS) and a behavior-based control system (BBCS), trigger work engagement rather than organizational dehumanization in FLEs, leading them to choose deep acting rather than surface acting as an emotional labor strategy. Design/methodology/approach This study employed three-wave online surveys...
Journal Articles
Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective
Available to Purchase
Journal of Service Theory and Practice (2021) 31 (3): 296–317.
Published: 12 January 2021
... on a matched sample consisting of 317 employee-customer dyads in China, multiple regression analysis and indirect effect tests were employed to test our model. Findings The study shows that employee surface acting is positively related to customer incivility, whereas deep acting is negatively associated...
Journal Articles
The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion
Available to Purchase
Journal of Service Theory and Practice (2015) 25 (4): 394–413.
Published: 13 July 2015
...Won-Moo Hur; Tae Won Moon; Su-Jin Han Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations...
