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Emotional labor actors, well-being, and objective performance: A Latent Profile Analysis of Emotional Labor Strategies

Abstract

To manage the emotional labor demands, employees may primarily rely on one strategy or the other while they may use surface and deep acting in conjunction. However, most research on emotional labor have investigated how two emotional labor strategies function to predict employee well-being separately. This variable-centered perspective is difficult to capture subpopulations of employees who may differ in their combined use of surface and deep acting. Using latent profile analysis, the current study examined potential emotional labor profiles from a person-centered perspective. We identified 5 emotional labor profiles: trying yet faking, some faking, high deep actors, high regulators, and moderates. Also this profiles differently predicted employee well-being (emotional exhaustion and job satisfaction) and objective performance (new sales and member increase). The present study captured the particular conditions in which emotional labor may lead to positive or negative outcomes for employees and organizations.

keywords
emotional labor, surface acting, deep acting, emotional exhaustion, job satisfaction, objective performance, latent profile analysis (LPA), 표면행위, 내면행위, 정서고갈, 직무만족, 객관적 수행, 잠재 프로파일 분석(LPA)

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