2018
DOI: 10.3389/fpsyg.2018.02197
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Surface Acting, Emotional Exhaustion, and Employee Sabotage to Customers: Moderating Roles of Quality of Social Exchanges

Abstract: Using the conservation of resources theory and social exchange theory as our conceptual frameworks, the current study examined how employee surface acting relates to their sabotage to customers through the mediating role of emotional exhaustion and explored the moderating roles of coworker exchange (CWX) and leader-member exchange (LMX). We collected two-wave time-lagged data from 540 clinical nurses and found that emotional exhaustion mediated the positive relationship between surface acting and employee sabo… Show more

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Cited by 34 publications
(23 citation statements)
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References 102 publications
(189 reference statements)
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“…The probable reason behind this result may be that adverse effect of BO on EWB has been compensated by favourable effect of WE and JS (Mehta and Sharma, 2020; Bakker and Demerouti, 2017; Thuynsma and de Beer, 2017; Jin et al ., 2015; Jin and Guy, 2009). Besides, another credible reason behind this outcome may be the adoption of deep acting strategy, while performing EW, which subsequently prevents the employees from the feeling of emotional dissonance and improves the various positive dimensions of EWB such as, WE and JS (Mehta and Sharma, 2020; Zhang et al , 2018; Grandey, 2003).…”
Section: Discussionmentioning
confidence: 99%
“…The probable reason behind this result may be that adverse effect of BO on EWB has been compensated by favourable effect of WE and JS (Mehta and Sharma, 2020; Bakker and Demerouti, 2017; Thuynsma and de Beer, 2017; Jin et al ., 2015; Jin and Guy, 2009). Besides, another credible reason behind this outcome may be the adoption of deep acting strategy, while performing EW, which subsequently prevents the employees from the feeling of emotional dissonance and improves the various positive dimensions of EWB such as, WE and JS (Mehta and Sharma, 2020; Zhang et al , 2018; Grandey, 2003).…”
Section: Discussionmentioning
confidence: 99%
“…Moreover, the other probable reason behind this feeling of burnout is surface acting strategy which is strongly responsible for generating a feeling of emotional dissonance in employees (Zhang et al, 2018). Further, it may happen that this negative impact has been mitigated due to presence of personal and job resources which does not impacts wellbeing of employees in adverse way.…”
Section: Discussionmentioning
confidence: 99%
“…This is because the employee loses all or most of his/her emotional resources in the masking process and is left with little resources to curb the demanding situation of service recovery [53,74]. Hence, the employee behaves more negatively by holding customer's demands [83]. The literature further emphasizes that customer deviant behavior in the form disproportionate expectations and customer verbal aggression, which are associated with employee psychological wellbeing "burnout" and frontline employee' burnout should be linked with the recovery service effort they made.…”
Section: Hypothesis 5b (H5b) Burnout Mediates the Relationship Betwee...mentioning
confidence: 99%