Emotion Regulation and Service Organizational Citizenship Behaviors: Moderating Role of Gender

Abstract

The purpose of this study was to examine the direct effect of emotion regulation (deep acting and surface acting) on service-oriented organizational citizenship behavior (SO-OCB), an to test for moderating effects of gender on the relationship between emotion regulation and SO-OCB. The subjects of this study were the frontline service employee at the four star hotels in Padang, West Sumatera, including personnel at front desks, in service centers, in housekeeping, and in restaurants. For data analyses, a series of hierarchical moderated regression analyses with a method of sub group were employed. The study finds that deep acting and surface acting significantly affects SO-OCB. Male and Female moderated the relationship between deep acting and SO-OCB. Male moderated the relationship between surface acting and SO-OCB, but Female did not moderate the relationship between surface acting and SO-OCB.