문태원 교수

In this paper we examined how emotional intelligence (EI) affects emotional exhaustion (burnout) resulting from emotional labor, and how emotional exhaustion influences an individual's job performance in terms of organizational commitment and job satisfaction. Partial least squares regression analyses were conducted on data from 295 retail sales employees in South Korea. Of the 4 factors identified in the EI model developed by Schutte et al. (1998) we found that 3 (appraisals of emotions, optimi

Purpose The purpose of the present study was to examine whether and how the perceived organizational support (POS) influences emotional labor and the relationship between emotional labor and flight attendants' outcomes. Design/methodology/approach Structural equation modeling analysis provided support for the hypotheses from a sample of 256 flight attendants in South Korea. Findings The results showed that POS has a positive effect on deep acting. Furthermore, it was found that surface acting ha

Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations of service employees. Design/methodology/approach – Using a sample of 309 department store sales employees in South Korea, a two-stage mediation model is used in terms of structural equation modeling. Findings – The results indicate that customer

Purpose – The purpose of this paper is to attempt to investigate how emotional labor strategies (i.e. surface acting and deep acting) affect job performance through job satisfaction. Another important objective of this study was to see whether perceived organizational support (POS) moderates the relationship between emotional labor strategies and job-related outcomes (i.e. job satisfaction and job performance). Design/methodology/approach – Structural equation modeling analysis provided support

As a result of the global economic recession over the past decade, employees have been exposed to constant threats of job insecurity. Despite having conducted extensive research on job insecurity, scholars have paid little attention to the motivational processes underlying employees' reactions to job insecurity. The purpose of the present study is to examine the relationship between job insecurity, intrinsic motivation, and performance and behavioral outcomes. Drawing on self-determination theor

Drawing on self-determination theory, which suggests that individuals’ autonomous and controlled motivations determine their behavior and performance, our research examined the relationship between motivation, emotional labor, and service performance. We predicted that autonomous motivation will be positively associated with service performance through deep acting and that controlled motivation will be negatively associated with service performance through surface acting. To test these hypothese

Despite an enduring interest in emotional labor, the effects of social capital on the emotional regulation process remain relatively underexplored. Using the job demands-resources model, we propose that social capital provides employees with the job resources required for deep acting. We also propose a double-mediation effect of deep or surface acting and job engagement, through which employee social capital can increase organizational citizenship behavior (OCB). Empirical results using data fro

Purpose The purpose of this paper is to examine the spillover effects of coworker incivility on customer-directed counterproductive work behavior (CWB) and how emotional exhaustion mediates the relationship between them. The authors predicted that job calling and perceived organizational support (POS) would moderate the relationship between experienced coworker incivility and service employees’ emotional exhaustion, respectively. Design/methodology/approach Survey data from 252 frontline employe

Abstract Culture has a profound effect on all aspects of international marketing strategy. The purpose of this study was to examine the effect of cultural distance (i.e., CitationHofstede, 1980; CitationHouse, Hanges, Javidan, Dorfman, & Gupta, 2004) and managerial perception on international marketing strategy adaptation, integrating internal conditions (i.e., firm and product factors) and external conditions (i.e., industry and export market factors). The authors found that the price, promotio

The present study examined the daily relationship between job performance, relaxation, positive affect, and emotional labor. Drawing on the effort-recovery model and broaden-and-build theory, we proposed that job performance on a particular day fosters evening relaxation and next-morning positive affect and that this leads to increased deep acting and decreased surface acting the next day. To test our propositions, we conducted 2 diary studies using the experienced sampling method. In Study 1, 9

Purpose Previous research has focused mainly on the antecedents and consequences of service employees’ emotional labor during the enactment of service roles, with little attention having been paid to how perceptions of leaders’ emotional labor are related to followers’ job outcomes. The purpose of this paper is to propose a model in which followers’ perceptions of the uses of emotional labor by leaders toward customers influence followers’ job performance in their service encounters. Design/meth

Purpose This study aims to test the mediating effect of cross-selling behavior (CSB) on the relationship between sales manager feedback (i.e. output and behavioral) and sales performance, and the moderating effect of emotional labor (i.e. deep and surface acting) on this relationship. Design/methodology/approach The authors used two-wave multisource data: survey and objective sales performance (sales revenue) data collected from 300 door-to-door salespeople working at a South Korean cosmetics co