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| Tekijä: | Chau, S.L. (et al.) |
| Otsikko: | A predictive study of emotional labor and turnover |
| Lehti: | Journal of Organizational Behavior
2009 : NOV, VOL. 30:8, p. 1151-1163 |
| Asiasana: | banking employees work emotions labour turnover |
| Kieli: | eng |
| Tiivistelmä: | This study examines how the emotional labour strategies (henceforth as: e-l-strgs.) of deep acting and surface acting directly influence emotional exhaustion (herein as: e-extn.) and turnover intentions (as: t-o-ints.), and indirectly impact actual turnover among a sample of bank tellers. Turnover data were gathered from organizational records 6 months after participants responded to a survey measuring e-l-strgs., e-extn., and t-o-ints. It is shown that t-o-ints. mediated the relationship btw. deep acting and actual turnover. In addition, surface acting had indirect effects on turnover through e-extn. and t-o-ints. |
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