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A commercialized love story - the moderating role of social exchange quality on the relationship between emotional labor and well-being
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Drawing upon the social exchange theory, this quantitative, daily diary-study investigated the moderating role of the quality of Guest-Server Exchange (GSX) relationship on the relationship between the emotional labor (i.e. surface-and deep-acting) and employee well-being (i.e. emotional exhaustion and work engagement). Daily diary data was collected from a sample of (N = 82) employees amongst several service-oriented firms in the Netherlands and Italy, in a time frame of fourteen days in total. Results from multilevel analysis demonstrated a significant positive relationship between surface acting and emotional exhaustion, and a negative relation between surface acting and work engagement. Additionally, deep acting showed a positive relation with work engagement. Contrary to the hypotheses, empirical support for the moderating influence of the GSX on either emotional labor strategy was not found.
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Palavras-chave
Emotional labor Social exchange relationships Gsx Emotional exhaustion Work engagement Multi-level