When the Going Gets Tough, the Tough Keep Working

Abstract

Although absenteeism has been identified in theoretical models as a key long-term consequence of emotional labor, few studies have empirically examined this link. In this article, we investigate the relationship between surface acting and absenteeism and the moderating role of surface acting self-efficacy. Drawing on resource perspectives, we argue and show that when valued resources are threatened or lost as a result of surface acting, employees will actively strive to prevent further resource loss by withdrawing from work. We propose, however, that surface acting self-efficacy can help buffer the resource depleting effects of surface acting leading to withdrawal. Using data from two sources, collected at two points in time, we surveyed 121 nurses and linked these data to absenteeism data collected 12 months postsurvey. Results showed direct effects of surface acting on absenteeism; in addition, higher surface acting self-efficacy minimized the detrimental effects of surface acting on absenteeism. We also found support for the mediating role of affective commitment in explaining this interaction effect. These results suggest that the effects of surface acting on absenteeism are less detrimental for employees with high surface acting self-efficacy as these individuals are less negatively affected by the drain on the motivational resources that keep them feeling attached to their workplace and, in turn, keep them at work. This study extends our understanding of emotional labor processes and provides insights into the active process whereby employees are driven by the motivation to conserve resources and prevent further losses.