Surface Acting Research Articles

Emotional labor and burnout among nurses in Iran: core self-evaluations as mediator and moderator

BackgroundThis study investigated the mediating and moderating impact of core self-evaluations in the path from emotional labor to burnout. Our hypothesized associations are based on Hobfoll (Rev Gen Psychol 6:307–24, 2002) conservation of resources theory.MethodThree hundred nurses from four hospitals in Abadan, Iran, were invited to participate in our study. Of the 300, 255 completed all sections and questions in our survey for an 85% response rate. The posited direct and indirect effects were evaluated with structural equation modeling and the interaction effects were evaluated with hierarchical moderated regression and simple regression slope plots.ResultDeep acting has indirect effects on burnout through core self-evaluations. Though unrelated to surface acting, core self-evaluations moderate its impact: under low core self-evaluations, surface acting is strongly related to emotional exhaustion and inversely related to personal accomplishment, whereas, under high core self-evaluations, surface acting is unrelated to these burnout dimensions.ConclusionOur findings reveal the dual functions of CSE as a psychological resource and buffer to offset the interpersonal demands of patient care. Limitations, directions for future research, and practical implications are discussed.

Religious Conversations and Surface Acting as Predictors of Relational Uncertainty in (Dis)confirming Sibling Relationships

ABSTRACT This study examined the associations among frequency and comfort of siblings’ religious conversations and their relational uncertainty (RU), as well as the degree to which the associations depended upon surface acting and sibling confirmation (i.e. acceptance and challenge). Participants included 218 young adult siblings who completed an online survey about the sibling with whom they were closest to in age. Results indicated that frequency and comfort of discussing religious topics were inversely associated with sibling RU. After controlling for similarity in religious affiliations and beliefs between siblings, regression models revealed significant two-way interaction effects between surface acting and frequency of discussing religion, as well as between confirmation and both frequency and comfort of discussing religion. Consequently, how family members talk about sensitive topics involving matters of identity divergence may be as important, if not more important, than the content of those conversations.

Okul Yönetiminde Duygusal Emek: Okul Yöneticilerinin Görüş ve Deneyimleri

This paper seeks to examine the views and experiences of school administrators about the emotional labor that they exhibit in the school environment. The study group consists of a total of 30 school administrators. The qualitative method was used and a basic qualitative research design was adopted. The data were gathered through a semi-structured interview form and analyzed through content analysis. The results showed that there were feeling rules in school administration, and the emotions of school administrators are shaped mainly by informal rules such as personal characteristics and professional ethics rather than formal rules. It was determined that school administrators do not reflect their negative feelings, such as anger, sadness, and fear in the school environment and act to display the appropriate emotion (surface acting). In addition, it was understood that as a requirement of being an administrator, they force themselves to feel certain emotions to treat everyone equally and create a positive school climate (deep acting). School administrators indicated that the effort to manage their emotions in their relations with people in the school environment caused negative results such as burnout, weariness, unhappiness, stress, tension, nervousness, headache, regret, insomnia, tension, and restlessness. On the other hand, school administrators expressed that exhibiting emotional labor also had positive results. These include positive communication and school climate, happiness, psychological relaxation, getting to know people better, success, gaining people's trust, being more cautious and foresighted, being accepted, mature and the feeling of being a good person. Regarding the results, the concept of emotional labor and related skills can be integrated to the pre-service and in-service training of school administrators. Also some recommendations are made for the process of the school administrator selection process.

Authenticity: Effective emotional labor strategies on teaching efficacy of university teachers in China.

Based on the job demands-resources model, this study explored the relationships among emotional labor strategies, job demands of teaching, job resources, and teaching efficacy for university teachers. The results, based on a sample of 316 university teachers from China, showed that the teachers preferred to convey authenticity by expressing deep acting and naturally felt emotion. Furthermore, deep acting and naturally felt emotions were found to have a significant positive effect on teaching efficacy, whereas surface acting did not have any significant relationship with teaching efficacy. As organizational variables, job demands significantly positively affected surface acting, deep acting, and naturally felt emotion. In contrast, job resources positively affected surface and deep acting, but no significant relationship with naturally felt emotions was found. These results highlight that university teachers from China could benefit from adopting authentic emotional labor strategies, specifically deep acting and naturally felt emotions, as the most effective strategies in teaching. Based on the above findings, this paper concludes with recommendations for university administrators to alleviate the emotional labor of college faculty. For example, universities should pay more attention to teachers' emotional state, provide resources to support them, and give more space and support to college teachers in teaching.

Faking It with the Boss’s Jokes? Leader Humor Quantity, Follower Surface Acting, and Power Distance

Faking It with the Boss’s Jokes? Leader Humor Quantity, Follower Surface Acting, and Power Distance

Hangi tür duygusal emek tükenmişliğe yol açar?

Many studies have been conducted on the antecedents, consequences, conceptual framework, and measurement of emotional labor, which have been examined in h emotional labor focus on the effect of emotional labor on organizational performance and employees' attitudes and behaviors towards work. Although many studies examine employees' attitudes and behaviors toward work, different findings have been obtained about how which type of emotional labor (surface acting, deep acting, and naturally felt emotions) affects employees' attitudes toward work. For this reason, in this study, the effect of emotional labor types on burnout was examined with the participation of service sector employees (N = 306). According to the findings, it has been determined that surface acting has a role in increasing employee burnout, while deep acting and naturally felt emotions reduce burnout. The findings show that examining and evaluating emotional labor according to types rather than generalizing the concept of emotional labor as a whole will serve more comprehensive and healthy inferences.

The effect of transformational leadership on restaurant employees on trust, altruistic intention and organizational commitment: the moderation effect of surface acting

PurposeThis study aims to investigate the impact of the transformational leadership style on the behaviour of restaurant employees. Also, it was aimed to investigate the effect of transformational leadership on trust and the effect of trust on altruistic intention and organizational commitment.Design/methodology/approachThe study integrates insights from transformational leadership to provide a fresh perspective to advance comparative organizational behaviour research. To test the hypotheses, the authors conduct a multiple analysis with observations from Turkey getting staff in culinary department with a quantitative survey.FindingsThis study equips different professional entities in the food and beverage industry with useful, contextualized links between transformational leadership. According to results, the perspective of transformational leadership style affects the concepts of trust, altruistic value and organizational commitment positively. Charisma, moral modelling and individualized consideration had a significant effect on trust. Also, trust has a significant effect on altruistic intention and organizational commitment.Research limitations/implicationsThe present study incorporated confidence as a mediating variable; however, it is recommended that alternative scales be used in subsequent research endeavours. Future research endeavours may incorporate theoretical frameworks such as theory of planned behaviour or stimulus-organism-response.Practical implicationsTransformational leadership style is a good acquisition for restaurant employees. There is a healthier and safer job sharing in these restaurants. This can be interpreted as a more satisfied customer. A good leader has a great contribution to the future and sustainability of the business.Social implicationsThis research created a new model and examined employees’ views on the company and its management. As a result of the analysis, it was determined that charisma, moral modelling and individualized consideration had a significant effect on trust.Originality/valueThis assists in learning better service quality developing and business practices to augment culinary staff, thereby maximizing their valuable contributions to tourism growth. This research created a new model and examined employees’ views on the company and its management.

How does digital monitoring influence volunteer behaviour? The mediating role of emotional labour

ABSTRACT The rapid development of digital platforms has made it possible to monitor volunteer performance with technology. Following socio-technical systems theory and conservation of resource theory, this study showed that deterrence-oriented digital monitoring caused surface acting, which in turn promoted volunteer turnover, and that performance pressure strengthened these relationships. Development-oriented digital monitoring can promote volunteer work engagement and reduce turnover intentions through deep acting. However, volunteer performance pressure does not moderate these relationships. The study emphasizes the double-edged sword effect of digital monitoring in theory and highlights the importance of preventing the negative effects associated with deterrence-oriented digital monitoring in practice.

Negative impact of nurses' fear of COVID-19: the moderating role of implementation of knowledge management.

During the COVID-19 pandemic, nurses encountered substantial infection risks and psychological strain, which severely affected their emotional well-being, professional attitudes, and job performance. This study investigated the impact of nurses' fear of COVID-19 on their intention to leave the occupation and emotional labor as well as the moderating role of the implementation of knowledge management on these primary variables. To mitigate common method bias, this research adopted a two-phase questionnaire approach, targeting nurses at a medical center in central Taiwan. In the first phase, 300 copies of questionnaire were distributed for participants to complete self-assessment surveys covering fear of COVID-19, knowledge management implementation, and demographic information. After 1 month, the participants were invited to complete a follow-up questionnaire, focusing on the intention to leave the occupation and emotional labor. The questionnaire was conducted from June to July 2022. Through this two-phase distribution method, after exclusion of invalid responses, a total of 288 valid responses were collected, resulting in a response rate of 96%. The proposed hypotheses were verified using hierarchical regression conducted with SPSS version 25.0. The findings indicated that nurses' fear of COVID-19 was significantly and positively associated with their intention to leave the occupation and surface acting, but negatively associated with their deep acting. Moreover, the implementation of knowledge management significantly moderated the positive relationship among fear of COVID-19, intention to leave the occupation, and surface acting. A robust knowledge management system weakened the positive association among fear of COVID-19, intention to leave the occupation, and surface acting. In summary, nurses' fear of COVID-19 may increase their tendency to leave the nursing profession and engage in more surface acting and less deep acting. However, effective knowledge management practices can mitigate these adverse effects. Hospitals can thus establish and employ comprehensive knowledge management systems to enhance nurses' resilience and help alleviate their fear of future pandemics and their potential negative repercussions.

Emotional Alchemy in Hospitality: Transforming Discontent to Delight through Servant Leadership and Strategic Emotional Labor in Hotel Service Recovery Performance

Hotel service dissatisfaction necessitates recovery for sustainable operations. Frontline employees, crucial for customer interactions, ensure quality service delivery and bear responsibility for rectifying service failures. Swift service complaint resolution is customer’s priority, with leader support impacting emotional labor and performance outcomes. This study explores servant leadership's vital role in fostering an environment where employees feel valued, contributing to successful service recovery. Employing SPSS, AMOS, and SEM, this study empirically extends existing leadership literature by exploring the uncharted relationship between servant leadership and service recovery performance within an underdeveloped nation's hotel industry, significantly contributing to the conservation of resource theory. Using a comprehensive survey of 625 frontline employees, findings of the study reveal servant leadership's positive impact on deep acting and negative effect on surface acting. The study confirms servant leadership fosters deep acting, positively influencing service recovery. Grounded in the conservation of resources theory, it proves hotels with servant leadership exhibit effective service recovery. This research contributes theoretically by linking emotional labor to the servant leadership and service recovery performance relationship, demonstrating its impact on genuine customer interaction restoration.

Unveiling the Mediating Role of Surface Acting and Deep Acting in Linking Calling Orientation and Work Engagement of Teachers

Unveiling the Mediating Role of Surface Acting and Deep Acting in Linking Calling Orientation and Work Engagement of Teachers

EMOTIONAL LABOR AND PROSOCIAL MOTIVATION IN TURKEY: A DEEP DIVE INTO THE DEPTHS OF HUMAN BEHAVIOR

This study aims to investigate the potential relationship between emotional labor and prosocial motivation. The study aims to determine whether such a relationship exists, identify the dimensions of emotional labor influencing prosocial motivation, and assess whether prosocial motivation behavior significantly varies among demographic factors. Data were collected from 345 employees actively working in Turkey through surveys. The collected data were analyzed using statistical software packages SPSS 24 and AMOS 17. The results indicate a significant positive relationship between deep acting and genuine acting with prosocial motivation, while a significant negative relationship is observed between surface acting and prosocial motivation. According to the comparative analyses, prosocial motivation varies depending on marital status. However, no significant differences in prosocial motivation were observed based on gender, age, educational level, and working hours.

Examining the Role of Emotional Labor in Mediating the Relationship Between Calling and its Outcomes

Work as calling research has clearly established the benefits of having a calling, such as, work meaningfulness and job satisfaction, and is less forthcoming in identifying the affective linkages between calling and its outcomes. We propose that because individuals with high calling find their work purposeful and significant, they are more likely to actively shape their emotions and engage in emotional regulation. This study examines the role of emotional labor in mediating the relationship between calling and its two outcomes – emotional exhaustion and job performance. The data for the study included a sample of 195 teachers from 42 daycare centers. Findings suggest that having a high calling is associated with lower emotional exhaustion and is associated with higher job performance. Also, calling is significantly associated with emotional labor, and in particular, is positively related to deep acting and negatively related to surface acting. Further, results show that both surface acting and deep acting mediate the relationship between calling and its outcomes.

JUST THE RIGHT AMOUNT OF CARING: CONTRADICTORY DEMANDS OF HR WORK IN BELARUSIAN IT INDUSTRY

This article discusses the tensions of Human Resources (HR) work in Belarusian IT companies by examining it within the context of an ongoing crisis in the industry. HR workers in Belarusian IT are predominantly female, and various gendered expectations are assigned to them, both formally and informally. Based on the qualitative study conducted in 2021, I examine how care (Fisher & Tronto, 1990), emotional labor (Hochschild, 2012), and intimate labor (Zelizer, 2010) manifest in HR work, regulated by the idea of balancing the interests of different groups and employer branding rationale. HRs have to perform several kinds of emotional work that are not officially part of their job and even can be regarded as unprofessional, but that are nevertheless perceived as unavoidable. I discuss how performing impartiality involves what Hochschild calls deep and surface acting (2012) with several audiences in mind. I argue that the ambiguity of this role is strategic in the sense that it serves the businesses, by allowing them to benefit from emotional labor without acknowledging it.

How social media fatigue feigning and altering emotion discourage the use of social media

PurposeSocial media fatigue (SMF) has been widely recognized; however, previous studies have included various concepts into a single fatigue construct. Fatigue has typically been explored from the stressor-strain-outcome (SSO) or stimulus-organism-response (SOR) perspectives. To further investigate SMF, the authors split it into the two constructs of exhaustion and disinterest. Furthermore, the authors introduced the concept of emotional labor and identified rules that may affect surface and deep acting strategies.Design/methodology/approachThe authors designed and conducted a survey to collect data from social networking platform users.FindingsResults from 364 users of social networking platforms supported most of the authors' hypotheses. First, most of the display rules affect the choice of deep or surface acting. Second, both types of acting lead to exhaustion, but only surface acting leads to disinterest. Third, discontinuance intention is affected by both types of fatigue.Originality/valueThis study contributes to SMF research by adding more antecedents (deep and surface acting) based on the emotional labor perspective and showing the impacts of communication rules on emotional labor. In addition, this study also distinguishes disinterest-style fatigue from exhaustion.

Emotional labor among team members: do employees follow emotional display norms for teams, not for customers?

Emotional labor is typically conceptualized as a process in which individuals regulate their emotions in response to display rules. Most research on emotional labor has focused on the influence of display rules at individual-level perceptions but is rarely examined at the team level. We examine the influence of the shared display rules in teams as emotional display norms. This study considers emotional dissonance as the difference between the positive emotional display norm at the team level and positive emotion at the individual level. To examine the purpose of this study, data were collected from leader-follower pairs within teams and based on a three-wave design. Thus, this study conducted a multi-level polynomial regression analysis and used the response surface methodology to interpret the incongruence effect. The results show that the incongruence effect of emotional dissonance is positively related to surface acting. In addition, the moderating effect of regulatory focus significantly strengthens the positive relationship between emotional dissonance and emotion regulation strategies. The results also show that surface acting strategy is negatively related to selfless Organizational citizenship behaviors (OCB). These findings highlight that emotional display norms play an important role as the standard for emotional experience in teams, and especially with the moderating effect of self-regulatory focus, emotion regulation strategies affect the selfless OCB rating of observers.

Secondary traumatic stress among pediatric nurses: Relationship to peer-organizational support and emotional labor strategies

BackgroundEven though the cost of caring is acknowledged in multiple helping professions, research into secondary traumatic stress in pediatric nursing remains limited. This study aimed to determine the prevalence of secondary traumatic stress among pediatric nurses and examine its correlation with demographics, perceived organizational support, peer support, and emotional labor strategies. Design and methodsA total of 186 nurses working in a pediatric hospital completed questionnaires addressing secondary traumatic stress, perceived organizational support, peer support, and emotional labor strategies. Through correlational and mediation analyses, we explored the relationships between the study variables. ResultsApproximately 77.8% of the pediatric nurses surveyed exhibited moderate to severe secondary traumatic stress. Notably, the level of secondary traumatic stress did not correlate with demographic variables. Increased peer support was significantly associated with a heightened use of all emotional labor strategies (surface acting, deep acting, and natural expression) and with elevated levels of secondary traumatic stress. However, surface acting was the sole mediator of this relationship. Conversely, greater perceived organizational support correlated with decreased levels of surface acting and secondary traumatic stress, with surface acting serving as the mediator. ConclusionsPediatric nurses are greatly impacted by secondary traumatic stress. Enhancing organizational support and carefully assessing peer support can reduce this, by decreasing nurses' need to suppress or feign genuine emotions. Practice implicationsTo enhance nurses' psychological well-being, healthcare institutions should raise awareness of secondary traumatization and foster a supportive organizational environment that prioritizes effective team emotional support and evaluates collegial emotional labor.

Work engagement contagion from leader to follower through cognitive and affective mechanisms

PurposeThe main purpose of the current research is to examine affective and cognitive mechanisms by which the trickle-down effect of work engagement from leader to follower takes place.Design/methodology/approachThe current research consisted of two independent studies. In study 1, an experience sampling method was used (N = 1,321 data points from 171 participants) to test within-person effects. In study 2, the authors recruited 266 employees working in 61 teams with two data collections one month apart, to test between-team effects among variables.FindingsIn two independent studies, leaders' work engagement resulted in followers engaging in surface acting (an affective process) and developing self-efficacy (a cognitive process), which in turn resulted in followers' work engagement.Originality/valueThe current research provides some clarifications to the literature on work contagion of engagement by examining dual mechanisms. In particular, although previous research emphasized the negative aspects of surface acting, the current research suggests that surface acting can be potentially helpful by facilitating the contagion effect of work engagement leaders to followers. Further, this research also examines the facilitative role of self-efficacy in mediating the relationship between a leader's work engagement and followers' work engagement. Finally, the authors conducted two independent studies that used different research designs, and results were consistent across the two studies, which can provide evidence for the robustness of the results.

Exploring teacher wellbeing in educational reforms: a Chinese perspective.

Teaching is a demanding profession and maintaining teacher wellbeing is significant in ensuring educational quality. However, teacher wellbeing is easily affected by educational reforms, and systematic research on this topic is still relatively rare. In China, with the enactment of the Double Reduction Policy in 2021, the job characteristics of primary and secondary school teachers have undergone various changes. Thus, the current study examined the new job characteristics that China's Double Reduction Policy imposed on the wellbeing of school teachers and their relationships with teachers' inner world (i.e., emotional regulation and mindset). A cross-sectional study was carried out from June to October 2022 across China, employing self-reporting questionnaires for data collection and analysis. With a random sample of 902 teachers, we investigated the associations between teacher wellbeing, job characteristics, emotional regulation strategies, and mindset. The results indicated that teachers showed a lower level of wellbeing after the educational reform. Higher job resources contributed positively to predicting teacher wellbeing, while higher job demands contributed negatively. Genuinely expressing had positive impacts on teacher wellbeing while surface acting had negative impacts and deep acting none. Mindset was found to affect emotional regulation strategies and teacher wellbeing simultaneously. These findings shed light on how teachers can appropriately regulate emotions and maintain wellbeing in the wake of educational reforms.

The Mediating Role of Organizational Climate in the Relationship Between School Principals' Managerial Roles and Teachers' Emotional Labors

Educational researchers have recently focused on the relationships between various organizational variables. The managerial roles of the principals are also one of the issues discussed in this context. Because these roles are closely related to the school atmosphere and teachers' feelings. Current study examined the mediation of organizational climate in the relationship between the roles of principals and teachers' emotional labor. For this, a structural regression model designed by the authors was tested. Data were collected from 535 teachers working in elementary schools in Kahramanmaras (Turkiye) and analyzed with MPlus 8.3. The findings show statistically significant and positive correlations between managerial roles-organizational climate, organizational climate-deep acting, and organizational climate-genuine emotions. Surface acting has a statistically significant, negative correlation with genuine emotions, and no statistically significant correlation exists with other variables. The structural regression model shows that organizational climate predicted by managerial roles predicts deep acting and genuine emotions. However, surface acting is not predicted by the organizational climate in the model. According to these results, the fact that the principals fulfill their roles contributes to the climate in the schools and thus the teachers' feeling of deep and genuine emotions. It is expected that the study will make original contributions to the managerial roles revised approach and the approach's school/educational management framework. The authors suggest that scholars investigate the managerial roles of principals in their future studies by designing multi-level procedures with different variables.