The frontline employees of the service industry are the first connection between enterprises and consumers. Therefore, their performance often represents the image of the company. This study intended to discuss employees’ sustained work behavior through the perceived organizational climate, from the point of view of direct supervisors’ leadership. Employees of chain convenience stores in Taiwan were used as the research samples for the questionnaire survey. A total of 473 valid questionnaires were considered using structural equation analyses. The results showed that authoritarian leadership and employees’ turnover intentions had a significant positive relationship; moreover, there were negative relations between moral leadership, benevolent leadership, and employees’ turnover intention. Thus, employees’ perceived playfulness can decrease turnover intention when under paternalistic leadership. This study provides valuable insights for managers to understand the work value of playfulness.

Job engagement is a key issue that deserves attention within the framework of emotional labor. This is due to its role in increasing employee happiness and productivity. Past literature rarely examined the relationship between emotional labor and job engagement, which composes the major research purpose of this study. The result shows that positive emotional expression, faking negative emotions and dealing with other negative emotions was positively associated with job engagement. Happiness, aggravation, sadness, inferiority have mediating effects towards the relationship between positive emotional expression and job engagement, but the anxiety was not significant. Finally, few researches have been conducted in the past to examine the relationship between emotional labor and job engagement. Therefore, the hypothesis is a general in terms of reference inference, and might not focus on only the relationship between the two factors. Supporting evidence in terms of literature and research material should be further supplemented in the future, in order to construct a more solid theoretical framework.