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
Quelle	In: Journal of Vocational Behavior, 79 (2011) 2, S.538-548 (11 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0001-8791
DOI	10.1016/j.jvb.2011.03.001
Schlagwörter	Employees; Job Performance; Labor; Emotional Response; Correlation; Labor Turnover; Financial Services + Suchen Sie Ihr Suchwort? Employee; Arbeitnehmer; Beschäftigter; Work performance; Arbeitsleistung; Emotionales Verhalten; Korrelation
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 9 months 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. (Contains 2 tables and 2 figures.) (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10