Title

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

Authors

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

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