- Apply for Authority
- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS
ISSN : 1738-3110
Employees' Humor Style, Emotional Labor, Job Satisfaction, and Turnover Intention among High-Contact Service Employees
- Downloaded
- Viewed
Abstract
Purpose - Most studies related to emotional labor have been conducted in the low-contact service industry rather than the high-contact service industry. Since the subjects of this study were golf service assistants, working in an industry in which the interaction and contact between customers and employees are considerable and the degree of customization is high, this study is significant. Thus, we would like to focus on the relationship between the humor style of golf service assistants and emotional labor. Humor style was divided into two styles-adaptive humor and maladaptive humor. Emotional labor was divided into two dimensions-surface acting and deep acting. In addition, we identify the relationship between emotional labor, job satisfaction, and turnover intention. Research design, data, & methodology - This study focuses on the humor styles in the golf service industry, among golf service assistants, on their emotion labor, and verifies the relationship between emotion labor and work satisfaction or job turnover intention. Based on the outcome, a total of four hypotheses were set up. To verify the hypotheses, surveys were conducted on the golf service assistants working in two golf fields in the region of Busan as well as its neighboring area. A total of 250 copies of the questionnaire were distributed. Subsequently, a total of 227 valid questionnaire copies, after excluding improper responses, were used in the analysis. After verifying the reliability and feasibility of variances, Amos 18.0 was used to implement the structure method so as to verify the study hypotheses. As a result of this analysis, the suitability of the entire model was considerably appropriate to the standard value, and the level is adequate to accommodate the study model completely. Results - First, it was found that the adaptive humor of golf service assistants had a positive effect on deep acting and maladaptive humor had a positive effect on surface acting. Second, It was found that employees' satisfaction with their job was reduced through surface acting, and those employees who experienced positive emotional labor in the form of deep acting were more satisfied with their job. Third, surface acting among employees increased turnover intention, but deep acting reduced it. Finally, the relationship between job satisfaction and the turnover intention of golf service assistants in the golf service industry was examined. Conclusions - First, the adaptive humor of the golf assistants in the golf service industry had a positive effect on their expression behavior. Second, deep acting increased their job satisfaction while their surface acting had a noticeably negative effect on their job satisfaction. Third, the surface acting of the emotion labor dimensions that the golf service assistants experience increases their turnover intention while their deep acting decreases their turnover intention. Finally, when analyzing the relationship between job satisfaction and turnover intention of the golf service assistants, it was found that the turnover intention decreased when their job satisfaction is increased.
- keywords
- High-Touching Service, Humor Style, Emotional Labor, Job Satisfaction, Turnover Intention
Reference
Alberts, J. K.(1990), The Use of Humor in Managing couples;Conflict Interactions, In D. D. Cahn(Ed.), Intimates in Conflict: a Communication Perspective, 105-120, Hollsdale, NJ: Lawrence Erlbaum Associates, Inc.
Anderson, James C., & David W. Gerbing(1988). Structual Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, 103(3), 411-423.
Ashforth, Black E. & Ronald H. Humphrey(1993). Emotional Labor in Service Roles: The Influence of Identity. Academy of Management Review, 18(1), 88-115.
Avolio, B. J., Howell, J. M., & Sosik, J. J.(1999). A Funny Thing Happened on the Way to the Bottom Line: Humor as a Moderator of Leadership Style Effects. Academy of Management Journal, 42(2), 219-227.
Aylor, B., & Opplinger, P.(2003). Out of Class Communication and Student Perceptions of Instructor Humor Orientation and Socio-Communicative Style. Communication Education, 52, 122-134.
Bae, Jun Chul, & Kim, Pan Jin(2011). A Study on the Emotional Labor of Sales Works at Department Stores. Journal of Distribution Science, 9(4), 75-82.
Becker, T. E.(1992). Foci and Bases of Commitment: Are They Distinctions Worth Making. Academy of Management Journal, 35(1), 232-244.
Bettencourt, L. A., Gwinner, K. P., & Meuter, M.L.(2001). A Comparison of Attitude, Personality, and Knowledge Predictors of Service-Oriented Organizational Citizenship Behaviors. Journal of Applied Psychology, 86,29-41.
Bippus, A. M.(2000). Making Sense of Humor in Young Romantic Relationships: Understanding Partners' Perceptions. Humor, 13, 395-417.
Bowen, D. E., & Schneider, B.(1988). Service Marketing and Management: Implications for Organizational Behavior, In L. L. Cummings & B.M Staw(Eds.), Research in Organizational Behavior (pp.43-80), Greenwich, CT: JAI Press.
Brotheridge, C., & Grandey, A.(2002). Emotional Labor and Burnout: Comparing Two Perspectives of People Work. Journal of Vocational Behavior, 60, 17-39.
Brotheridge, C. B., & Lee, R. T. (2003). Development &Validation of the Emotional Labor Scale. Journal of Occupational and Organizational Psychology, 76, 65-379.
Chae, Ju Ah, & Bae, Sang Wook(2014). A Study on the Effects of Medical Employees’s Emotional Labor on Turnover Intention and Customer Orientation: Mediated by Job Stress and Job Satisfaction. Korean Journal of Marketing Management. 19(1), 133-152.
Chase, R. B.(1978). Where Does the Customer fit in a Service Operation?. Harvard Business Review, 56(6), 137-142.
Choi, Jeong Soon(2004). The Impact of Hotel Internal Marketing on Emotional Labor and Service Level of Employees. Korean Journal of Convention, 4(2), 165-188.
Choi, Ju Won, & Kim, Young Kyu(2011). The Effect of Organizational Stress & Social Awareness of Caddies on Their Switching Intention. Korean Journal of Tourism, 25(6), 415-432.
Chris Lin, J. S., & Hsich, C. C.(2011). Modeling Service Friendship & Customer Compliance in High-Contact Service Relationship. Journal of Service Management, 22(5), 607-631.
Duncan, J. W., Smelzer, L. R., & Leap, T. L.(1990). Humor and Work: Applications of Joking Behavior to Management. Journal of Management, 16(2), 255-278.
Foot, H.(1996). Humour & Laughter, In O. Hargie(Ed.). A Handbook of Communication Skills, 355-382, Washington Square, NY: New York University.
Fredrickson, B. L., & Levenson, R. W.(1998). Positive Emotions Speed Recovery from the Cardiovascular Sequelae of Negative Emotions. Cognition and Emotion, 12(2), 191-220.
Ganesan-Lim, Cheryl, Rebekah, Russell-Bennett, & Tracey, D.(2008). The Impact of Service Contact Type and Demographic Characteristics on Service Quality Perceptions. Journal of Services Marketing, 22(7), 550-561.
Gattiker U.E., & Larwood, L.(1986). Subjective Carrer Sucess: A Study of Managers of Support Personnel. Journal of Business and Psychology, 1, 78-94.
Ghiselli, R.(2000). Food service Equipment Trends. Journal of Nutrition in Recipe and Menu Development, 3(2), 67-74.
Glomb, T. M., & Tews, M. J.(2004). Emotional Labor: A Conceptualization and Scale Development. Journal of Vocational Behavior, 64(1), 1-23.
Goldberg, L. S., & Grandey, A. A.(2007). Display Rules Versus Display Autonomy: Emotion Regulation, Emotional Exhaustion, and Task Performance in a Call Center Simulation. Journal of Occupational Health Psychology, 12(3), 301-318.
Grandey, A. A.(2003). When the Slow Must Go On: Surface Acting and Deep Acting as Determinants of Emotional Exhaustion and Peer-Rated Service Delivery. Academy of Management Journal, 46(1), 86-96.
Greatbatch, D., & Clark, T.(2002). Laughing With the Gurus. Business Strategy Review, 13(3), 10-18.
Hackman, J. R., & Oldham, G. R.(1975). Development of the Job Diagnostic Survey. Journal of Applied Psychology, 60, 159-170.
Hajipour, Bahman(2013). Investigating the Service Friendship, Communicational Skills and Personality Traits in High-Contact Service. Journal of Management Research, 5(1), 233-249.
Hay, J.(2000). Functions of Humor in the Conversations of Men and Women. Journal of Pragmatics, 32(6), 709-742.
Haywood-Farmer, J. (1987). A Conceptual Model of Service Quality. International Journal of Operations Management, 8(6), 19-29.
Hochschild, A. R.(1983). The Managed Heart: Commercialization of Human Feeling. Berkekey: University of California Press.
Hom, P. W., & Gaertner, S.(2000). Meta-analysis of Antecedents and Correlates of Employee Turnover: Update, Moderator Tests, and Research Implication for the Next Millennium. Journal of Management, 26(3), 463-488.
Homburg, C., Wieseke. J., & Bornemann, T.(2009). Implementing the Marketing Concept at The Employee-Customer Interface: The Role of Customer Need Knowledge. Journal of Marketing, 73(4), 64-81.
Jeong, Mu Goan, Lim, Hyo Chang, & Choi, Hang Sok(2008). Study of Consequences of Employees’ Emotional Labor in Call Centers. Korean Journal of Service Management, 9(2), 319-345.
Kang, Jung Ae & Lee, Hyun Hwa(2005). The Effect of Mentoring Function on Mentee Career Commitment and Turnover. Korean Journal of Human Management 29(2), 255-282.
Kang, Myung Ok, & Park, Kyung Hee(1998). A Study on Humor as Communication Expression Method. Korean Journal of Visual Design Trend, 3, 174-181.
Kellogg, D. L., & Chase, R. B.(1995), Constructing an Empirically Derived Measure of Customer Contact. Management Science, 41(11), 1734-1749.
Keltner, D., Capps, L., Kring, A. M., Young, R. C., & Heerey, E. A.(2001). Just Teasing: A Conceptual Analysis and Empirical Review. Psychological Bulletin, 127(2), 229-248.
Kim, Geun Woo, & Lee, Hyun Jeong(2005). Influence of Transformational Leadership of Hotel companies of Job Satisfaction and O.C.B by Organizational Justice. Korean Journal of Hotel Management, 14(3), 135-150.
Kim, Sang Hee(2009). Is Salespersons’ Service Faked or Authentic? : The Effects of Authenticity Perceived by Customers about Salespersons’ Emotional Labor on Service Quality Evaluation. Korean Journal of Marketing, 24(1), 1-33.
Kim, Soon Hee(2014). The Structual Relationship between the Attitude of High-contact Service Provider and Customer Behavior: A Sample of Medical Tourists. Korean Journal of Tourism, 38(6), 277-300.
Kim, Woon Sup, Sung, Young Shin, & Kim, Hack Jin(2009).The Effect of elements of Humor Formation & Repetition on Humor Response. Korean Journal of Consumer and Advertising Psychology. 10(4), 633-662.
Kim, Yu Kyung(2013). A Study on the Antecedent and Consequent Variables of Emotional Labor Experienced By High-Touching Service Employee: Golf Assistants. Korean Strategic Marketing Association, 21(1), 85-114.
Lee, Hyune Ung, Lee, Hang, & Kim, Joon Hwan(2010). The Effects of Emotional Intelligence and Emotional Labor on Department Store Salespersons’ Customer Orientation and Sales Performance. Korean Journal Distribution Management, 13(4), 97-117.
Levinson, W., Roter, D. L., & Mullooly, J.P.(1997). Physician-Patient Communication: The Relationship With Malpractice Claims Among Primary Care Physicians and Surgeons. The Journal of the American Medical Association, 277(7), 553-559.
Lovelock, C. H.(1983). Classifying Services to Gain Strategic Marketing Insights. Journal of Marketing, 47(3), 9-21.
Lyubomirsky, S., King, L., & Diener, E.(2005). The Benefits of Frequent Positive Affect : Does Happiness Lead to Success?. Psychological Bulletin, 131(6), 803-855.
Malone , P. B.(1980). Ⅲ Humor: A Double-Edged Tool for Today's Managers?. Academy of Management Review, 5, 357-360.
Martin, D. M., Rich, C. O., & Gayle, B. M.(2004). Humor Works:Communication Style, and Humor Functions in Manager/Subordinate Relationship. Southern Communication Journal, 69, 206-222.
Martin, D. M., & Gayle, B. M.(1999). It isn't a Matter of Just Being Funny; Humor Production by Organizational Leaders. Communication Research Reports, 16, 72-80.
Martin, R. A., Puhlik-Doris, P., Larsen, G., Gray, J., & Weir, K.(2003). Individual Differences in the Uses of Humor and Their Relation to Psychological Well-Being:Development of the Humor Styles Questionnaire. Journal of Research in Personality, 37, 48-75.
Martineau, W. H.(1972). A Model of the Social Functions of Humor. The Psychology of Humor, 101-125, New York:Academic.
Meyer, J. C.(2000), Humor as Double-Edged Sword: Four Functions of Humor in Communication. Communication Theory, 10, 310-331.
Mittal, Dr. Manish, & Chhabra, Shreshth(2011). A Study of emotional Labour and Burnout Symptoms in Teachers. Global Management Review, 5(4), 55-67.
Mobley, William H.(1982). Employee Turnover: Causes, Consequences, and Control. Reading, MA: Addison-Wealey,
Morris, J. Andrew, & Feldman, Daniel C.(1996). The Dimensions, Antecedents, and Consequences of Emotional Labor. Academy of Management Review, 21(4), 988-1010.
Mulkay, M.(1988), In Humor: Its Nature and Its Place in Modern Society. New York; Basil Blackwell.
Patterson, P. G., & Smith, T.(2001). Modeling Relationship Strength Across Service Types in a Eastern Culture. International Journal of Service Industry Management, 12(2), 90-113.
Rafaeli, A., & Sutton, R. I.(1987). Expression of Emotion as Part of the job Role. Academy of Management Review, 12, 23-37.
Robbins, S. P.(2005). Organizational Behavior (11th ed.). Upper Saddle River, NJ: Pearson Education.
Samson, Andrea C., & Gross, James J.(2012). Humour as Emotion Regulation: The Differential Consequences of Negative versus Positive Humour. Cognition and Emotion, 26(2), 375-384.
Wanzer, M. B., Booth-Butterfield, M., & Booth-Butterfield, S.(1997). If We didn't Use Humor, We'd Cry. Predispositional and Situational Influence on Humorous Coping Communication in Health Care Settings, Chicago, Illinois: Paper Presented at the National Communication Association Convention.
Wanzer, Melissa Bekelja, Booth-Butterfield, Melanie, & Booth-Butterfield, Steve(1996). Are Funny People Popular? an Examination of Humor Orientation Loneliness, and Social Attraction. Communication Quarterly, 44(1), 42-52.
Yee, Rachel W. Y.(2013). Market Competitiveness and Quality Performance in High-Contact Service Industries. Industrial Management and Data Systems, 113(4), 573-588.
Yee, Rachel W. Y., Yeung, A.C.L., & Cheng, T.C.E.(2008). The Impact of Employee Satisfaction on Quality & Profitability in High-Contact Service Industries. Journal of Operations Management, 26(5), 651-668
Zillmann, Dolf, & Stocking, Holly S.(1976). Putdown Humor. Journal of Communication, 26, 154-163.
- Downloaded
- Viewed
- 0KCI Citations
- 0WOS Citations