Emotional labor and work performance: Job satisfaction, burnout, and supervisory support

Using quantitative data from 206 hotel frontline employees and 111 employee-supervisor dyads in two studies, we examined how the emotional labor of hotel employees in hospitality industry was associated with affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and work performance. We further found that supervisory emotional support moderated the relationships between emotional labor and job satisfaction and burnout.