Studies suggest that suppressing emotions required by occupational roles (i.e., surface acting [SA]) can lead to employees’ emotional exhaustion. In contrast, trying to experience the emotions required by the role (i.e., deep acting [DA]) appears to be a less harmful strategy for the employee. However, problems with 1 of the mainstream measures of DA call for a reexamination of the construct’s operationalization and a clarification of its consequences. Furthermore, an integrated model explaining the differential outcomes of the 2 main emotion regulation (ER) strategies (SA and DA) is also required. Building on eustress–distress literature, it was hypothesized that cognitive reappraisal (a suggested operationalization of DA) would be associated with perception of thriving customer interactions, eliciting the eustress response (i.e., increased efficacy and commitment). It was also expected that suppression would be associated with perception of draining customer interactions, emotional exhaustion, and turnover intentions. Importantly, in line with the eustress–distress model, no cross-relationships between the eustress and distress route were hypothesized. A cross-national study comprised theme park employees from Spain (N = 208) and the United Kingdom (N = 204) and multigroup confirmatory factor analysis was used. Hypotheses were supported therefore the eustress–distress model offers a plausible explanation of the work-related ER outcomes. As an ER strategy, cognitive reappraisal may promote perceptions of thriving customer interactions that in turn generates opportunities to develop valued personal resources and organizationally desirable attitudes. Organizations should invest in individually based interventions to assist employees in interpreting customer demands in less harming ways.

中文翻译：

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在英国和西班牙一线员工中测试 eustress-distress 情绪调节模型。

研究表明，抑制职业角色所需的情绪（即表面行为 [SA]）会导致员工情绪衰竭。相比之下，尝试体验角色所需的情绪（即深度表演 [DA]）对员工来说似乎是一种危害较小的策略。然而，DA 的主流措施之一的问题要求重新检查该结构的可操作性并澄清其后果。此外，还需要一个综合模型来解释两种主要情绪调节 (ER) 策略（SA 和 DA）的不同结果。以eustress-distress 文献为基础，假设认知重新评估（DA 的建议操作化）将与对客户互动蓬勃发展的感知相关联，从而引发eustress 反应（即，提高效率和承诺）。还预计抑制会与消耗客户互动、情绪衰竭和离职意图的感知有关。重要的是，根据eustress-distress 模型，假设eustress 和遇险路线之间没有交叉关系。一项跨国研究包括来自西班牙 (N = 208) 和英国 (N = 204) 的主题公园员工，并使用了多组验证性因素分析。假设得到支持，因此eustress-distress 模型为与工作相关的ER 结果提供了合理的解释。作为一种 ER 策略，认知重新评估可能会促进对蓬勃发展的客户互动的看法，从而产生机会来开发有价值的个人资源和组织上可取的态度。