Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts

    Authors

    C. Prentice; P. J. Chen;B. King

    Comments

    Authors: contact us about adding a copy of your work at STARS@ucf.edu

    Abbreviated Journal Title

    Int. J. Hosp. Manag.

    Keywords

    Burnout; Occupational commitment; Emotional intelligence; Emotional; labour; Organizational citizenship behaviour; Task performance; Moderation; EMOTIONAL INTELLIGENCE; ORGANIZATIONAL COMMITMENT; OCCUPATIONAL STRESS; TASK-PERFORMANCE; LABOR; MODERATOR; BEHAVIOR; METAANALYSIS; ANTECEDENTS; QUALITY; Hospitality, Leisure, Sport & Tourism

    Abstract

    This study examines how emotional intelligence and occupational commitment have a moderating effect on the relationship between emotional labour and its potential outcomes. Two acting strategies reflect emotional labour, namely surface and deep acting, with burnout and performance as the prospective outcomes. Burnout is operationalized into emotional exhaustion, depersonalization and diminished personal achievement; whereas performance is operationalized into task performance and organizational citizenship behaviour (OCB). The study investigates employee responses from several tourism and hospitality organizations in Florida, USA. The results show that emotional labour relates most positively to task performance and to burnout in the case of surface acting. Tests of moderation show that occupational commitment enhances performance outcomes by facilitating emotional labour strategies, and the prevalence of higher emotional intelligence amongst employees reduces burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence and occupational commitment as moderators and by incorporating OCBs within performance analyses. (C) 2013 Elsevier Ltd. All rights reserved.

    Journal Title

    International Journal of Hospitality Management

    Volume

    35

    Publication Date

    1-1-2013

    Document Type

    Article

    Language

    English

    First Page

    225

    Last Page

    236

    WOS Identifier

    WOS:000328592100026

    ISSN

    0278-4319

    Share

    COinS