Sequential Mediation from Emotional Labor to Job Burnout: Contrast between Surface Acting and Deep Acting

(2019). Sequential Mediation from Emotional Labor to Job Burnout: Contrast between Surface Acting and Deep Acting. Korean Journal of Psychology: General, 38(4), 599-623, https://doi.org/10.22257/kjp.2019.12.38.4.599

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Abstract

This study compared two strategies of emotional labor, surface acting and deep acting, in terms of their effects on three facets of burnout: exhaustion, cynicism, and professional inefficacy. Participants were 131 service employees who completed two-time online surveys conducted Tuesday and Thursday. It was examined whether Tuesday emotional labor would have effects on Thursday burnout and found that surface acting increased exhaustion and cynicism more than deep acting. In addition, the sequential mediation analyses demonstrated that surface acting had a sequential indirect effect on professional inefficacy through exhaustion and cynicism, whereas deep acting only had a direct effect on professional inefficacy. In other words, pathways from emotional labor to burnout differed depending on the specific strategies of emotional labor as well. These results imply that intervention to emotional labor should be tailored to each strategy.

keywords: 직무탈진, 표면행위, 내면행위, 정서노동, 매개효과, job burnout, surface acting, deep acting, emotional labor, mediation

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Article Contents

Vol.38 No.4

Sequential Mediation from Emotional Labor to Job Burnout: Contrast between Surface Acting and Deep Acting

Abstract

Reference

Korean Journal of Psychology: General