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

Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 and Chen, Po-Ju and King, Brian (2013) Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts. International Journal of Hospitality Management, 35. pp. 225-236. ISSN 0278-4319


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.


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Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 10 Aug 2022 03:09
Last Modified: 10 Aug 2022 03:09
Uncontrolled Keywords: Burnout; Emotional intelligence; Emotional labour; Moderation; Occupational commitment; Organizational citizenship behaviour; Task performance
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1016/j.ijhm.2013.06.007
URI: http://eprints.usq.edu.au/id/eprint/49909

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