Reciprocal relations between emotional exhaustion and episode-specific emotional labour: An experience-sampling study

Research output: Journal contributionsJournal articlesResearchpeer-review

Authors

Service employees’ surface acting is exhausting, but it is unclear if exhaustion appears instantly after a single service episode. Moreover, evidence regarding the reversed causality in which exhaustion predicts surface acting is scarce and unequivocal. Our experience-sampling study investigates dynamic reciprocal relations between service employees’ exhaustion and surface acting, and additionally deep acting, across two service episodes, the first one of the day and the last one before lunchtime. Drawing on conservation of resources theory, we hypothesised that exhaustion is an antecedent of episode-specific surface acting and that episode-specific surface acting is an antecedent of exhaustion directly following the service episode. During five days, 120 service employees answered three daily surveys between morning and lunchtime. Multilevel path analysis showed that exhaustion before work was not related to first-episode surface acting. First-episode surface acting was positively related to subsequent exhaustion, which was positively related to subsequent surface acting, which was positively related to subsequent exhaustion. Exhaustion experienced after the first service episode was also positively related to subsequent deep acting. Findings highlight the importance of integrating reciprocal relations between exhaustion and surface acting into the emotional labour literature and studying the direct well-being costs of surface acting in single service episodes.
Original languageEnglish
JournalWork and Stress
Volume37
Issue number4
Pages (from-to)421-445
Number of pages25
ISSN0267-8373
DOIs
Publication statusPublished - 09.2023

Bibliographical note

Funding Information:
This work was supported by the University of Mannheim's Graduate School of Economic and Social Sciences funded by the German Research Foundation (DFG).

Publisher Copyright:
© 2023 Informa UK Limited, trading as Taylor & Francis Group.

    Research areas

  • Psychology - conservation of resources theory, surface acting, Emotional exhaustion, dynamic emotional labour, experience-sampling method

Recently viewed

Publications

  1. Rechtliche und ökonomische Aspekte der öffentlich-privaten Kooperation im Rahmen eines privaten Brachflächenfonds
  2. Kraft ist nicht gleich Kraft. Und wie können die Kraftfähigkeiten spielerisch in der Grundschule vermittelt werden?“
  3. Comment on "The environmental photolysis of perfluorooctanesulfonate, perfluorooctanoate, and related fluorochemicals"
  4. The Shareholder Value Effect of System Overloads: An Analysis of Investor Responses to the 2003 Blackout in the US
  5. The impact of the 2004 EU enlargement on the performance of service enterprises in Germany's eastern border region
  6. Ten essentials for action-oriented and second order energy transitions, transformations and climate change research
  7. Self-regulation in error management training: emotion control and metacognition as mediators of performance effects
  8. Representative time use data and new harmonised calibration of the American Heritage Time Use Data (AHTUD) 1965-1999
  9. Modification of the umu-assay (ISO 13829) accounting for cytotoxicity in genotoxicity assessment: A preliminary study
  10. Convergence or mediation? Experts of vulnerability and the vulnerability of experts' discourses on nanotechnologies
  11. Contributions of declarative and procedural memory to accuracy and automatization during second language practice
  12. Vibration analysis based on the spectrum kurtosis for adjustment and monitoring of ball bearing radial clearance
  13. Pollination mitigates cucumber yield gaps more than pesticide and fertilizer use in tropical smallholder gardens
  14. Evaluation der Implementation konzeptuell unterschiedlicher Maßnahmen zur Leseförderung in der Sekundarstufe I
  15. Does stakeholder participation improve environmental governance? Evidence from a meta-analysis of 305 case studies
  16. Diversity matters: the influence of gender diversity on the environmental orientation of entrepreneurial ventures
  17. Soft Optimal Computing to Identify Surface Roughness in Manufacturing Using a Gaussian and a Trigonometric Regressor
  18. Pathways to water sustainability? A global study assessing the benefits of integrated water resources management
  19. Ein neues Human Factors-Fehlermodell zur Identifizierung und Kategorisierung von Fehlern in der Ophalmochirurgie
  20. Does an individualized learning design improve university student online learning? A randomized field experiment
  21. Adaptive control of the nonlinear dynamic behavior of the cantilever-sample system of an atomic force microscope
  22. Talks about sustainability—Sustainable talks? communicative construction of the social fiction of sustainability
  23. Studying the fate of the drug Chlorprothixene and its photo transformation products in the aquatic environment
  24. Species Identification of Bacteria and Fungi from Solid and Liquid Culture Media by MALDI-TOF Mass Spectrometry
  25. Entrepreneurship in the street food sector of Vietnam - Assessment of psychological success and failure factors
  26. Does sustainable corporate governance have an impact on materiality disclosure quality in integrated reporting?
  27. Cooperative Internationalization of SMEs: Self-commitment as a Success Factor for International Entrepreneurship
  28. Bioassay-directed chemical analysis utilizing LC-MS: a tool for identifying estrogenic compounds in water samples?
  29. Bildungswege zur „ganzen“ Berufs- und Professionsvielfalt im Arbeitsmarkt der Sozialen Arbeit und Sozialpädagogik
  30. Analysis of the variety of education and outreach interventions in biodiversity conservation projects in Spain
  31. Von Handelskonflikten zu Wirtschaftskriegen – über die fließenden ethischen Grenzen im Umgang mit Autokratien
  32. Miscounselling in the German Insurance Market-Utility-Orientated Implications for the Meaning of Miscounselling
  33. Internationale Entsendungen von Mitarbeitern deutscher Unternehmen – Erste Ergebnisse einer empirischen Studie
  34. Exploring intrinsic, instrumental and relational values for sustainable management of social-ecological systems
  35. Distinguishing between struggling and skilled readers based on their prosodic speech patterns in oral reading
  36. Comment on "nomenclature, Chemical Abstracts Service Numbers, Isomer Enumeration, Ring Strain, and Stereochemistry
  37. August Sauer, die Gründung des "Euphorion" und die Modernisierung der Germanistik im Ausgang des 19. Jahrhunderts
  38. A survey of commercial cattle farmers in semi-arid rangelands in Namibia on risk, sustainability and management
  39. Tree mixtures mediate negative effects of introduced tree species on bird taxonomic and functional diversity
  40. Personality traits moderate the relationships between psychological needs and enjoyment of physical activity
  41. Combining Model Predictive and Adaptive Control for an Atomic Force Microscope Piezo-Scanner-Cantilever System
  42. Bioassays currently available for evaluating the biological potency of pharmaceuticals in treated wastewater
  43. A systematic multi-step screening of numerous salt hydrates for low temperature thermochemical energy storage
  44. Soil chemical legacies trigger species-specific and context-dependent root responses in later arriving plants
  45. Lise J. Abid: Journalistinnen im Tschador : Frauen und gesellschaftlicher Aufbruch im Iran. - Frankfurt/Main, 2001
  46. "I put in effort, therefore I am passionate": Investigating the path from effort to passion in entrepreneurship