Servant leadership and nurses' deep acting: a moderated mediation model

Chang, Shu-Chen Susan; Chung, Anyi; Chen, Shu Yu; Lin, Chu Yen; Chen, I-Heng

doi:10.1108/jocm-05-2023-0162

JOCM

2023

DOI: 10.1108/jocm-05-2023-0162

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Servant leadership and nurses' deep acting: a moderated mediation model

Shu-Chen Susan Chang,

Anyi Chung,

Shu Yu Chen

et al.

Abstract: PurposeIn drawing on the conservation of resources theory and the broaden-and-build theory, the present research investigates the dynamic of social resources (i.e. servant leadership) and personal resources (i.e. psychological empowerment and positive affect) in the determination of the nurses' optimal performance (i.e. deep acting).Design/methodology/approachThe research involved collecting three waves of data on 481 frontline nurses at a large hospital in Taiwan, each a month apart. The hypotheses were teste… Show more

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2024

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Cited by 2 publications

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A study on the structural relationship between emotional labor, job burnout, and turnover intention among office workers in Korea: the moderated mediating effect of leader-member exchange

Li,

You,

2024

BMC Psychol

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Background This research investigated the interplay of emotional labor, job burnout, and leader-member exchange on turnover intentions among office workers in South Korea. Methods An online survey was conducted with 333 employees working in Korean small- and medium-sized enterprises. The target sample consisted of in-house employees who do not deal with external customers. All the measurement and structural models of this study were analyzed using SPSS 27.0 and Amos 28.0. Results The survey revealed that emotional labor indirectly influenced turnover intentions via job burnout and leader-member exchange. Deep acting intensified job burnout, thereby elevating turnover intentions, while surface acting mitigated job burnout. Conclusions The findings underscored the importance of managing emotional labor and job burnout and fostering robust leader-member relationships to reduce staff turnover. Moreover, leader-member exchange was found to mitigate the effects of emotional labor on job burnout and turnover intention, with higher leader-member exchange reducing the negative impact of deep acting on turnover intention through job burnout.

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A study on the structural relationship between emotional labor, job burnout, and turnover intention among office workers in Korea: the moderated mediating effect of leader-member exchange

Li,

You,

2024

BMC Psychol

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Navigating emotional labour: the role of deep acting in enhancing job performance and customer relations in the South African racecourse industry

Mabotja,

Ngcobo

2024

IJRBS

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This study aims to examine the effects of deep acting on employees employed at the racecourse. The objective of this study is to examine the effects of deep acting, a type of emotional labour, on the well-being and job performance of service employees in the hotel industry in South Africa. Additionally, the study intends to provide effective coping strategies to minimise any negative consequences of emotional labour. This study employs a qualitative methodology, utilising purposive sampling to choose eight participants from the racecourse industry. The data was gathered using semi-structured in-depth interviews, enabling a thorough investigation of the participants' experiences and perceptions. Thematic analysis was employed to examine the data and discover significant themes and patterns pertaining to the practice of deep acting and its effects. According to the study, sales assistants reported that deep acting was less stressful than surface acting. The practice of deep acting had a positive impact on the job performance and communication abilities of the sales associates, hence contributing to their professional development. Notwithstanding these advantages, certain individuals experienced a sense of being underappreciated by their employers due to the emotional work they performed. The results indicate that engaging in deep acting promotes a heightened sense of empathy towards clients and improves the performance of sales associates as a result of their cumulative work experience. This research emphasises the necessity for organisations, especially those in the hospitality sector, to acknowledge and endorse the emotional labour carried out by their employees. By acknowledging the beneficial aspects of deep acting and providing appropriate coping mechanisms, employers can help alleviate potential negative impacts on employee well-being. Acquiring this comprehension can result in improved management techniques that foster employee contentment and productivity. This study adds to the scarce body of scholarship on emotional work in the South African setting, particularly within the racecourse business. This study presents innovative perspectives on the impact of deep acting on service employees and provides practical approaches for efficiently managing emotional labour. The research highlights the significance of maintaining a balance between employees' self-management and their regulation of client interactions, which ultimately improves the overall quality of customer service and staff satisfaction.

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Servant leadership and nurses' deep acting: a moderated mediation model

Cited by 2 publications

References 68 publications

A study on the structural relationship between emotional labor, job burnout, and turnover intention among office workers in Korea: the moderated mediating effect of leader-member exchange

A study on the structural relationship between emotional labor, job burnout, and turnover intention among office workers in Korea: the moderated mediating effect of leader-member exchange

Navigating emotional labour: the role of deep acting in enhancing job performance and customer relations in the South African racecourse industry

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