In this study we employ two distinct lenses of emotional labor—EL as occupational requirements and EL as intrapsychic processes of surface acting—and examine their relationship with job satisfaction. In a large, occupationally diverse sample, results indicate that occupational EL requirements are positively related to job satisfaction, whereas surface acting is negatively related to job satisfaction. Additionally, occupational EL requirements have a cross-level moderation effect on the relationship between surface acting and job satisfaction. Nonlinear effects are also observed for surface acting: the initial negative relationship of surface acting with job satisfaction is exacerbated at high levels of surface acting. Overall, this study enriches current research findings by incorporating the role of the occupational context, and provides insight into alternative evaluations of EL.
surface acting, emotion, regulation, emotional labor, occupational emotional labor requirements, job satisfaction
Human Resources Management | Organizational Behavior and Theory
Organisational Behaviour and Human Resources
Journal of Management
BHAVE, Devasheesh P. and GLOMB, Theresa M..
The Role of Occupational Emotional Labor Requirements on the Surface Acting-Job Satisfaction Relationship. (2016). Journal of Management. 42, (3), 722-741. Research Collection Lee Kong Chian School Of Business.
Available at: http://ink.library.smu.edu.sg/lkcsb_research/3641
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