A Moderated Mediation Model of Emotional Labor and Service Performance: Examining the Role of Work–Family Interface and Physically Active Leisure

IF 2.9 4区心理学 Q2 PSYCHOLOGY, APPLIED Human Performance Pub Date : 2020-01-01 DOI:10.1080/08959285.2019.1695802

Cindy Wu, Yen-Chun Chen, M. R. Umstattd Meyer

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引用次数: 12

Abstract

ABSTRACT Taking a resource perspective of work–family interface, we tested a moderated mediation model where physically active leisure moderates the influences of emotional labor strategies (surface vs. deep acting) on employee in-role (i.e., job performance) and extra-role service performance (i.e., extra-service behavior and cooperation behavior) through work–family interface (work-family conflict and work-family enrichment). Conditional indirect and direct effects were tested by PROCESS with a matched sample of 374 hair designers and their supervisors. The results show that work-family conflict mediates the negative relationships between surface acting and employee service performance, while work-family enrichment mediates the influence of deep acting on service performance. Furthermore, physically active leisure serves as a key resource that enhances the indirect effects of deep acting through work-family enrichment. We discuss the theoretical and practical implications of these findings.

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情绪劳动对服务绩效的调节中介模型:工作-家庭界面和体力活动休闲的作用考察

摘要基于工作-家庭界面的资源视角，我们检验了一个调节的中介模型，即体力活动休闲通过工作-家庭界面(工作-家庭冲突和工作-家庭充实)调节情绪劳动策略(表层与深层行为)对员工角色内(即工作绩效)和角色外服务绩效(即服务外行为和合作行为)的影响。PROCESS对374名发型设计师及其主管的匹配样本进行了条件间接和直接影响测试。结果表明，工作家庭冲突在表层行为与员工服务绩效的负向关系中起中介作用，而工作家庭充实在深层行为对员工服务绩效的影响中起中介作用。此外，体力活动休闲作为一种关键资源，通过工作与家庭的丰富来增强深度行为的间接影响。我们讨论了这些发现的理论和实践意义。

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来源期刊

Human Performance PSYCHOLOGY, APPLIED-

CiteScore

4.30

自引率

0.00%

发文量

期刊介绍： Human Performance publishes research investigating the nature and role of performance in the workplace and in organizational settings and offers a rich variety of information going beyond the study of traditional job behavior. Dedicated to presenting original research, theory, and measurement methods, the journal investigates individual, team, and firm level performance factors that influence work and organizational effectiveness. Human Performance is a respected forum for behavioral scientists interested in variables that motivate and promote high-level human performance, particularly in organizational and occupational settings. The journal seeks to identify and stimulate relevant research, communication, and theory concerning human capabilities and effectiveness. It serves as a valuable intellectual link between such disciplines as industrial-organizational psychology, individual differences, work physiology, organizational behavior, human resource management, and human factors.