Employee performance outcomes and burnout following the presentation-of-self in customer-service contexts

Catherine Prentice, Po Ju Chen, Brian Edward Melville King

Research output: Journal article publicationJournal articleAcademic researchpeer-review

36 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)225-236
Number of pages12
JournalInternational Journal of Hospitality Management
Volume35
DOIs
Publication statusPublished - 30 Jul 2013

Keywords

  • Burnout
  • Emotional intelligence
  • Emotional labour
  • Moderation
  • Occupational commitment
  • Organizational citizenship behaviour
  • Task performance

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

Cite this