Relationships between Emotional Labor, Job Performance, and Turnover.

Volume: 79, Issue: 2, Pages: 538 - 548
Published: Oct 1, 2011
Abstract
null null The present study investigates the relationship between the emotional labor strategies surface acting and deep acting and organizational outcomes, specifically, employees' overall job performance and turnover. Call center employees from two large financial service organizations completed an online survey about their use of surface and deep acting. Their responses were matched with supervisors' ratings of overall job performance and...
Paper Details
Title
Relationships between Emotional Labor, Job Performance, and Turnover.
Published Date
Oct 1, 2011
Volume
79
Issue
2
Pages
538 - 548
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