Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts
Article
Prentice, Catherine, Chen, Po-Ju and King, Brian. 2013. "Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts." International Journal of Hospitality Management. 35, pp. 225-236. https://doi.org/10.1016/j.ijhm.2013.06.007
| Article Title | Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts |
|---|---|
| ERA Journal ID | 19662 |
| Article Category | Article |
| Authors | Prentice, Catherine (Author), Chen, Po-Ju (Author) and King, Brian (Author) |
| Journal Title | International Journal of Hospitality Management |
| Journal Citation | 35, pp. 225-236 |
| Number of Pages | 12 |
| Year | 2013 |
| Place of Publication | United Kingdom |
| ISSN | 0278-4319 |
| 1873-4693 | |
| Digital Object Identifier (DOI) | https://doi.org/10.1016/j.ijhm.2013.06.007 |
| Web Address (URL) | https://www.sciencedirect.com/science/article/pii/S027843191300090X |
| Abstract | This study examines how emotional intelligence and occupational commitment have a moderating effect on the relationship between emotional labour and its potential outcomes. Two acting strategies reflect emotional labour, namely surface and deep acting, with burnout and performance as the prospective outcomes. Burnout is operationalized into emotional exhaustion, depersonalization and diminished personal achievement; whereas performance is operationalized into task performance and organizational citizenship behaviour (OCB). The study investigates employee responses from several tourism and hospitality organizations in Florida, USA. The results show that emotional labour relates most positively to task performance and to burnout in the case of surface acting. Tests of moderation show that occupational commitment enhances performance outcomes by facilitating emotional labour strategies, and the prevalence of higher emotional intelligence amongst employees reduces burnout. These findings contribute to the literature on emotional labour by incorporating emotional intelligence and occupational commitment as moderators and by incorporating OCBs within performance analyses. |
| Keywords | Burnout; Emotional intelligence; Emotional labour; Moderation; Occupational commitment; Organizational citizenship behaviour; Task performance |
| ANZSRC Field of Research 2020 | 350799. Strategy, management and organisational behaviour not elsewhere classified |
| 350699. Marketing not elsewhere classified | |
| Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
| Byline Affiliations | Swinburne University of Technology |
| University of Central Florida, United States | |
| Hong Kong Polytechnic University, China | |
| Institution of Origin | University of Southern Queensland |
Permalink -
https://research.usq.edu.au/item/q787w/employee-performance-outcomes-and-burnout-following-the-presentation-of-self-in-customer-service-contexts
62
total views1
total downloads2
views this month0
downloads this month