Empowering leadership and frontline employees’ emotional labor: the mediation effects of job passion
Frontiers in Psychology,
Год журнала:
2025,
Номер
16
Опубликована: Апрель 8, 2025
In
order
to
deliver
superior
service
experience
customers,
frontline
employees
must
regulate
their
emotional
expressions
during
encounters.
This
study
examines
how
empowering
leadership
influences
labor
(deep
acting
and
surface
acting)
through
the
mediating
role
of
job
passion.
Using
data
1,040
across
three
industries,
proposed
model
was
tested.
The
findings
revealed
that:
predicted
deep
reduced
acting.
Job
passion
mediated
relationship
between
labor.
Specifically,
influenced
only
obsessive
Empowering
had
a
"double-edged"
effect
on
acting,
operating
both
harmonious
simultaneously.
highlights
in
translating
into
strategies.
help
organizations
refine
strategies
enhance
regulation
roles.
Язык: Английский
Predicting frontline employees' emotional labor after suffering customer incivility: A job passion perspective
Acta Psychologica,
Год журнала:
2024,
Номер
244, С. 104178 - 104178
Опубликована: Фев. 9, 2024
The
phenomenon
of
customer
incivility
poses
significant
challenges
for
frontline
employees
whose
expression
emotion
determines
the
service
experience.
Few
studies
have
explored
mediating
mechanisms
linking
to
employees'
emotional
labor.
Drawing
on
dualistic
model
job
passion
theory,
we
proposed
as
a
feasible
mediator
links
from
Using
data
1040
across
retailing,
banking,
and
hospitality
sectors,
results
indicate
that
acts
psychological
mechanism
underlying
relationships
between
Specifically,
is
positively
associated
with
surface
acting
through
both
obsessive
harmonious
passion.
Conversely,
negatively
linked
deep
only
Our
findings
clarify
which
affects
labor
perspective
Furthermore,
current
study
also
extends
boundary-spanning
context
explain
how
respond
incivility.
This
sheds
light
practitioners
can
support
in
dealing
Язык: Английский