Background: Corporate social responsibility (CSR) is emerging as a relevant subject in the business world and in the field of management research. Therefore, the current study incorporates classifications often used in organizational level CSR research that distinguish social responsibility relevant to its focus (internal and external), in proposing diverse routes that link various CSR practices (ie, internal and external) to employees’ choice of emotional labor strategy (ie, via perceived organizational support and perceived external prestige).
Methods: Data were collected from front-line employees of banks operating in Pakistan. Due to the study’s focus on front-line employees, other personnel were excluded for data collection. We collected data through a self-administered questionnaire. The structural equation model (SEM) was employed on 376 valid responses using Smart-PLS3 to test the study hypotheses.
Results: After the analysis, we found satisfactory results for the fitness of both measurement and satisfactory models. Moreover, the results strongly support our proposed theoretical framework, and all proposed hypotheses were accepted.
Discussion: This study confirms that the perception of external prestige is a strong predictor of employees’ emotions and relevant behaviors. Moreover, this study discusses under the light of social exchange theory that perceived organizational support strongly predicts employees’ emotional labor, which diminishes the myth that prestige is the only factor to influence employees’ emotions in the workplace. Moreover, this study negates the findings of Anwar et al that perceived external prestige does not have a significant negative effect on surface acting. It provides an insight not only for managers and researchers but also for society, especially in an Eastern workplace setting like Pakistan’s banking sector.



中文翻译：

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企业社会责任与员工认知、对外威望认知与员工情感劳动的互惠

背景：企业社会责任（CSR）正在成为商业世界和管理研究领域的一个相关主题。因此，目前的研究结合了组织层面 CSR 研究中经常使用的分类，以区分与其关注点（内部和外部）相关的社会责任，提出了将各种 CSR 实践（即内部和外部）与员工的情感选择联系起来的多种途径。劳动战略（即通过感知的组织支持和感知的外部声望）。
方法：数据来自在巴基斯坦经营的银行的一线员工。由于该研究侧重于一线员工，其他人员被排除在数据收集之外。我们通过自我管理的问卷收集数据。使用 Smart-PLS3 对 376 个有效响应采用结构方程模型 (SEM) 来检验研究假设。
结果：经过分析，我们发现测量和模型的适应度都令人满意。此外，结果强烈支持我们提出的理论框架，并且所有提出的假设都被接受。
讨论：这项研究证实，外部声望的感知是员工情绪和相关行为的一个强有力的预测因素。此外，本研究根据社会交换理论讨论了感知组织支持强烈预测员工的情绪劳动，从而消除了声望是影响​​员工在工作场所情绪的唯一因素的神话。此外，这项研究否定了 Anwar 等人的发现，即感知的外部声望对表面行为没有显着的负面影响。它不仅为管理人员和研究人员提供了洞察力，也为社会提供了洞察力，特别是在像巴基斯坦银行业这样的东方工作场所环境中。