A predictive study of emotional labor and turnover
نویسندگان
چکیده
The current study examined how the emotional labor strategies of deep acting and surface acting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers. Turnover data were collected from organizational records 6 months after participants responded to a survey that measured emotional labor strategies, emotional exhaustion, and turnover intentions. Results showed that turnover intentions mediated the relationship between deep acting and actual turnover. Additionally, surface acting had indirect effects on turnover through emotional exhaustion and turnover intentions. Copyright # 2009 John Wiley & Sons, Ltd.
منابع مشابه
طراحی و آزمودن الگوی برخی پیشایندها و پیامدهای راهبردهای مدیریت هیجان در محیط کار
Objectives The purpose of this study was to design and test a model of some antecedents and outcomes of emotional labor strategies. Methods The research sample consisted of 210 nurses of Golestan Hospital in Ahwaz who were selected by simple random sampling method. The study instruments were emotional labor, emotional intelligence, positive events, emotional display rules, emotional exhaustio...
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