Employee Performance Outcomes and Burnout Following the Presentation-of-Self in Customer-Service Contexts

Keywords

burnout, occupational commitment, emotional intelligence, emotional labour, organizational citzenship behaviour, task performance, moderation

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.

Publication Date

7-18-2013

Original Citation

Prentice, C., Chen, P., & King, B. (2013). Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts. International Journal of Hospitality Management, 35, 225-236.

Number of Pages

225-236

Document Type

Paper

Language

English

Source Title

International Journal of Hospitality Management

Volume

35

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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