The effects of emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks

Abstract

The purpose of this study is to examine the moderated mediating effect of emotional intelligence on emotional labor(surface acting, deep acting) and job burnout on job satisfaction among securities branch clerks. A total of 288 securities clerks were asked to complete the questionnaires and the data were analyzed using SPSS 23.0 and Mplus 7.0. The results were as follows. First, surface acting had no significant effect on job satisfaction. Seocond, deep acting had significantly positive effect on job satisfaction. Third, surface acting were found to have significantly positive effect on job burnout. Fourth, deep acting were found to have significantly negative effect on job burnout. Fifth, job burnout is shown to have significantly negative effect on job satisfaction. Sixth, a mediating model showed that an association between surface acting and deep acting and job satisfaction were partially mediated by job burnout. Seventh, emotional intelligence showed the moderated mediating effect of deep acting and job burnout on job satisfaction. Finally, the implications and limitation of the present study are discussed.

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

“…Investigations into the effects of EL have produced mixed results. Some studies have found that deep acting positively influences workers’ attitudes and behaviors by enhancing work efficiency and job satisfaction through the understanding of required display rules [ 24 – 27 ]. However, other studies have found no relationship between deep acting and emotional exhaustion or have suggested that it increases emotional exhaustion [ 28 ] and JB [ 3 ].…”