Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/7763
Title: Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts
Authors: Prentice, C
Chen, PJ
King, B 
Keywords: Burnout
Emotional intelligence
Emotional labour
Moderation
Occupational commitment
Organizational citizenship behaviour
Task performance
Issue Date: 2013
Publisher: Pergamon Press
Source: International journal of hospitality management, 2013, v. 35, p. 225-236 How to cite?
Journal: International journal of hospitality management 
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.
URI: http://hdl.handle.net/10397/7763
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2013.06.007
Appears in Collections:Journal/Magazine Article

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