Does Emotional Labor Trigger Turnover Intention? The Moderating Effect of Fear of COVID-19

Abstract

Turnover is a costly and time-consuming expense, especially for service industry businesses. To date, little is known about whether and how emotional labor may activate employee turnover intention in the service industry. In order to solve the above problems and fill the gaps, this study aimed to verify how emotional labor can trigger turnover intention during the COVID-19 pandemic. Based on job characteristics theory and job demands–resources theory, this study examined whether emotional display rules and emotional labor strategies affect turnover intention brought on by emotional exhaustion and job dissatisfaction, with fear of COVID-19 as a moderator. After testing our hypotheses using a sample of 623 individuals from China’s service industry, this study found that emotional display rules (positive and negative display rules) are significantly related to emotional labor strategies (deep acting, expression of naturally felt emotions, and surface acting). In particular, positive display rules have a positive impact on deep acting and the expression of naturally felt emotions and are more closely related to the expression of naturally felt emotions. Negative display rules negatively affect surface acting. Moreover, emotional labor strategies correlate significantly with emotional exhaustion, job satisfaction/dissatisfaction, and subsequent turnover intention. Thus, deep acting and the expression of naturally felt emotions are related to low emotional exhaustion and high job satisfaction, while surface acting is related to high emotional exhaustion and low job satisfaction. Emotional exhaustion has a negative effect on job satisfaction and a positive effect on turnover intention. Job satisfaction significantly weakens turnover intention. In addition, fear of COVID-19 has a moderating effect on the relationship between job satisfaction and turnover intention. The group with a high fear of COVID-19 has higher turnover intention even in job satisfaction situations than the group with a low fear of COVID-19. This work advances emotional labor research by combining two dimensions of emotional display rules and three dimensions of emotional labor strategies into a framework, investigating the mechanism through which emotional labor influences turnover intention, and revealing the moderating effect of fear of COVID-19 in the process.