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| Acting, Emotional Exhaustion and Turnover Intentions: The Mediating Effect of Emotional Exhaustion and the Moderating Effect of Organizational Support |
| HE Jianhua1,ZUO Lu2,CHANG Lijun1 |
1. Institute of Advanced Studies in Humanities and Social Sciences
2. Business School, The University of Alabama
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Abstract With the rise of consumer economy and the development of service industry, the negative effects of emotional labor caused by employees in service posts are more and more concerned in both theory and practice. This study examined the relationships of surface acting with emotional exhaustion and turnover intentions, according to Conservation of Resources and Organizational Support Theory. The questionnaires that were used to measure surface acting, emotional exhaustion, turnover intentions, perceived organizational support (POS) and perceived supervisor support (PSS) were distributed to employees in a customer service department at a Chinese mobile phone company. The research findings revealed that emotional exhaustion fully mediates the positive relationship between surface acting and turnover intentions; POS and PSS moderates the relationship between surface acting and emotional exhaustion. The research conclusion enriches and develops the theoretical model of emotional labor, and proposes that enterprises can take corresponding interventions to alleviate the emotional exhaustion and turnover intentions of employees due to surface acting.
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Received: 28 April 2020
Published: 13 August 2020
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Corresponding Authors:
HE Jianhua
E-mail: hejianhua@bnuz.edu.cn
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2020, Vol. 40 
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