Abstract
A model of some precedents and outcomes of emotional labor was developed and tested in a sample consisted of 153 employees of an industrial organization in Iran. The variables included in the model were: openness to experience, agreeableness and consciousness as precedents of emotional labor, emotional labor (surface acting), and organizational citizenship behaviors (OCBI and OCBO) as outcomes of emotional labor. Fitness of the proposed model was examined through structural equation modeling (SEM). Findings revealed that 1) openness to experience and consciousness were negatively related to surface acting, and 2) surface acting was negatively related to OCBI and OCBO. Implications of the results are presented in the study.
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