Relationships between emotional labor, job performance, and turnover.

Autor/inn/en	Goodwin, Robyn E.; Groth, Markus; Frenkel, Stephen J.
Titel	Relationships between emotional labor, job performance, and turnover. Gefälligkeitsübersetzung: Beziehungen zwischen Gefühlsarbeit, Arbeitsleistung und Arbeitsplatzfluktuation.
Quelle	In: Journal of vocational behavior, 79 (2011) 2, S. 538-548Infoseite zur Zeitschrift PDF als Volltext Link als defekt meldenVerfügbarkeit
Sprache	englisch
Dokumenttyp	online; gedruckt; Zeitschriftenaufsatz
ISSN	0001-8791; 1095-9084
DOI	10.1016/j.jvb.2011.03.001
Schlagwörter	Emotionalität; Gefühlsarbeit; Kommunikation; Zufriedenheit; Callcenter; Kundenorientierung; Arbeitsleistung; Arbeit; Arbeitsplatzwechsel; Arbeitnehmer; Australien
Abstract	"The present study investigates the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover. Call center employees from two large financial service organizations completed an online survey about their use of surface and deep acting. Their responses were matched with supervisors' ratings of overall job performance and organizational turnover records obtained 9months later. Results indicate that surface acting is directly related to employee turnover and emotional exhaustion and that the relationship between surface acting and job performance is indirect via employee affective delivery. Deep acting was not linked to these outcomes. Theoretical and practical implications are discussed from the perspective of emotional labor theories" (Author's abstract, IAB-Doku). Die Untersuchung enthält quantitative Daten. Forschungsmethode: empirisch; Befragung.
Erfasst von	Institut für Arbeitsmarkt- und Berufsforschung, Nürnberg
Update	2012/2