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ISSN : 1229-0696
This study of 520 participants from hotels investigated that stress coping strategies mediates the relationships between job demand-resource and emotional labor strategies. The hypothesis underlying this study was that job demand-resource would use different coping strategies, with different outcomes in terms of surface acting and deep acting. Structural equation model results indicated that emotion-oriented coping fully mediated the relationships between job demand and surface acting, while problem-oriented coping partially mediated the relationships between job resource and deep acting. The results showed that high job demands elevate levels of surface acting and this effect was found to be mediated by emotion-oriented coping. Results also showed that high job resources elevate levels of deep acting and this effect was found to be mediated by problem-oriented coping. In addition, hypothetical integration model was compared to other competing models, demonstrating the independent effect of job demand-resource on coping strategies and emotional labor strategies in the hypothetical integration model. Overall, the study found how cognitive process(coping strategies) can influence employee's emotion regulation process(emotional strategies). Implications of these results for study and practice are discussed.
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