A Moderated Mediation Model of Emotional Labor and Service Performance: Examining the Role of Work–Family Interface and Physically Active Leisure. Issue 1 (1st January 2020)

• Record Type: Journal Article
• Authors: Wu, Cindy; Chen, Yen-Chun; Umstattd Meyer, M. Renée
• Is Part Of: Human performance. Volume 33:Issue 1(2020)
• Page Start: 34
• Page End: 51
• Publication Date: 2020-01-01
• Subjects: Performance -- Periodicals; Psychology, Industrial -- Periodicals; 158.7
• DOI: 10.1080/08959285.2019.1695802
• Languages: English
• ISSNs: 0895-9285

Abstract

ABSTRACT: Taking a resource perspective of work–family interface, we tested a moderated mediation model where physically active leisure moderates the influences of emotional labor strategies (surface vs. deep acting) on employee in-role (i.e., job performance) and extra-role service performance (i.e., extra-service behavior and cooperation behavior) through work–family interface (work-family conflict and work-family enrichment). Conditional indirect and direct effects were tested by PROCESS with a matched sample of 374 hair designers and their supervisors. The results show that work-family conflict mediates the negative relationships between surface acting and employee service performance, while work-family enrichment mediates the influence of deep acting on service performance. Furthermore, physically active leisure serves as a key resource that enhances the indirect effects of deep acting through work-family enrichment. We discuss the theoretical and practical implications of these findings.