Emotional Labor Interactions and Coworker Harming : A Self-Regulatory Depletion Perspective

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review

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Author(s)

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Detail(s)

Original languageEnglish
Title of host publication74th Annual Meeting of the Academy of Management, AOM 2014
PublisherAcademy of Management
Pages611-616
Publication statusPublished - Aug 2014

Publication series

Name
ISSN (Print)0065-0668
ISSN (Electronic)2151-6561

Meeting

Title74th Annual Meeting of the Academy of Management (AOM 2014)
PlaceUnited States
CityPhiladelphia
Period1 - 4 August 2014

Abstract

This study examines spillover effects of emotional labor from customer to coworker interactions using temporally lagged data from a sample of front-line service employees. Results showed that surface acting in customer service encounters is positively and deep acting is negatively related to employees ego depletion which, in turn, is positively associated with employees interpersonally harmful behavior toward coworkers. Hence, ego depletion appears as a key mediating mechanism that transfers the role of distinct emotional labor strategies onto coworker harming. Moreover, we found emotion regulation self- efficacy to critically shape the role of surface acting. The positive, indirect relationship between surface acting and coworker harming, through ego depletion, is buffered among employees with higher emotion regulation self-efficacy. These findings shed new light on the complex and far-reaching consequences of emotional labor, illustrating its relevance for third parties not directly involved in a customer service encounter and highlighting important mechanisms and boundary conditions of such spillover effects.

Bibliographic Note

Full text of this publication does not contain sufficient affiliation information. With consent from the author(s) concerned, the Research Unit(s) information for this record is based on the existing academic department affiliation of the author(s).

Citation Format(s)

Emotional Labor Interactions and Coworker Harming : A Self-Regulatory Depletion Perspective. / Deng, Hong; Walter, Frank; Lam, Catherine K.; Zhao, Helen Hailin.

74th Annual Meeting of the Academy of Management, AOM 2014. Academy of Management, 2014. p. 611-616.

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review