当前位置: X-MOL 学术Human Performance › 论文详情
Our official English website, www.x-mol.net, welcomes your feedback! (Note: you will need to create a separate account there.)
A Moderated Mediation Model of Emotional Labor and Service Performance: Examining the Role of Work–Family Interface and Physically Active Leisure
Human Performance ( IF 2.972 ) Pub Date : 2019-12-03 , DOI: 10.1080/08959285.2019.1695802
Cindy Wu 1 , Yen-Chun Chen 2 , M. Renée Umstattd Meyer 1
Affiliation  

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.



中文翻译:

情绪劳动和服务绩效的调解模型:研究工作与家庭的关系和体育休闲活动的作用

摘要

从工作与家庭关系的资源角度出发,我们测试了一个调节型调解模型,其中体育活动休闲调节了情绪劳动策略(表面行为与深度行为)对员工角色(即工作绩效)和角色外服务的影响工作-家庭界面(工作-家庭冲突和工作-家庭充实)的绩效(即,额外服务行为和合作行为)。有条件的间接和直接作用由PROCESS与374位发型设计师及其主管的配对样本进行了测试。结果表明,工作与家庭的冲突介导了表面行为与员工服务绩效之间的负相关关系,而工作与家庭的丰富化则介导了深度行为对服务绩效的影响。此外,从事体育活动的休闲活动是一项重要资源,可通过丰富工作家庭来增强深度行动的间接影响。我们讨论了这些发现的理论和实践意义。

更新日期:2019-12-03
down
wechat
bug