Abstract. Emotional labor is ubiquitous in service work, but little known about what enables employees to use desirable strategies such as deep acting. Applying conservation of resources theory, we hypothesized that being recovered a crucial resource for acting, especially with low customer orientation and positive affectivity, even needed surface acting when have high negative affectivity. Six...

Purpose This paper aims to investigate the influence of moral disengagement, perceived penalty, negative experiences and turnover intention on violate established security rules. Design/methodology/approach The method used involves two stages analysis, using techniques structural equation modeling artificial intelligence with neural networks, based information collected from 318 workers organiz...