Surface Acting, Emotional Exhaustion, and Employee Sabotage to Customers: Moderating Roles of Quality of Social Exchanges

Features influencing surface acting of different clusters of nursing students in vocational college based on interpretable machine learning: A cross-sectional study

AIM

To explore and explain the mechanisms that influence surface acting in nursing students with different characteristics.

BACKGROUND

Nurses are now expected to deliver patient-centered care which necessitates the emotional labor. Surface acting, a form of emotional labor, can lead to negative outcomes. Given that nursing students are the backbone of the future nursing profession, there is an urgent need to investigate their surface acting tendencies and identify potential factors for early intervention.

DESIGN

A cross-sectional study.

METHODS

This study was surveyed in a vocational college in Gansu, China. Participants completed the general information questionnaire, Bem Sex Role Inventory, Professional Identity Questionnaire of Nursing Students and Surface Acting Scale. K-means cluster analysis was performed, followed by random forest algorithm and SHapley Additive exPlanations based on Python program.

RESULTS

A total of 1241 nursing students from vocational college were investigated and were clustered into 4 groups. The five dimensions of professional identity had higher feature importance in all four groups, with professional self-image having the highest feature importance in Cluster 3. Professional self-image and understanding retention benefits and turnover risks were negative predictors of surface acting in all four groups. Social comparison and self-reflection, independence of career choice and social modeling regarding nursing profession were positively correlated with surface acting in specific groups. In Cluster 1, there exists a positive correlation between professional self-image and the constructs of social comparison and self-reflection; as well as a negative correlation between maternal education and understanding of retention benefits and turnover risks.

CONCLUSIONS

Professional identity significantly influences surface acting behaviors among nursing students, with professional self-image serving as a key negative predictor. Positive family conditions, access to educational resources, parental literacy, masculine or feminine gender roles and first-year nursing students, these traits have implications when dimensions of professional identity are used to predict surface acting behaviors.

The hidden cost of abusive supervision: rudeness, sabotage, and ethics

Abusive supervision in healthcare settings can have detrimental effects on employee behavior and patient care, making it crucial to understand the underlying mechanisms and mitigating factors. This study examines the impact of abusive supervision on patient-directed service sabotage, focusing on the mediating role of workplace rudeness and the moderating effect of work ethics. Data were collected from 305 hospital nurses, and structural equation modeling (SEM) was used to test the proposed model. The findings reveal that abusive supervision significantly increases workplace rudeness, which in turn escalates to service sabotage. However, strong work ethics were found to weaken the link between rudeness and sabotage, demonstrating their protective role in this negative cycle. The moderated mediation analysis further confirms that work ethics reduce the indirect impact of abusive supervision on service sabotage through rudeness. These results contribute to our understanding by illustrating how ethical standards can buffer against the negative consequences of abusive supervision, providing practical implications for enhancing leadership practices and promoting ethical behavior in healthcare environments.

Exploring the Relationship between Surface Acting, Job Stress, and Emotional Exhaustion in Health Professionals: The Moderating Role of LMX

Rapid organizational changes due to technological advancements, high-efficiency expectations, and uncertainties, particularly in healthcare, have led to a global stress epidemic among em-ployees. This has been exacerbated by the COVID-19 pandemic and evolving workplace practices. Surface acting, or the suppression and faking of emotions, significantly contributes to this stress and burnout, impacting not only individual healthcare professionals but also healthcare systems' overall effectiveness and sustainability. Providing adequate resources in high-demand work environments is, thus, essential to mitigate these negative experiences. Leader-member exchange (LMX) can play a pivotal role in understanding and addressing the needs and expectations of healthcare professionals. Drawing on Conservation of Resources (COR), Job Demands-Resources (JD-R), Social Exchange theories, and Grandey's Emotional Regulation Model, this study analyzed data from a convenience sample of 350 healthcare professionals. The results reveal that surface acting intensifies healthcare professionals' experiences of job stress and emotional exhaustion. Notably, the study empirically demonstrated that high levels of LMX in healthcare professionals' relationships with their leaders can mitigate the impact of surface acting on job stress and emotional exhaustion. These findings offer valuable insights for managers and policymakers, highlighting the importance of LMX in maintaining sustainable management practices in complex and stressful healthcare organizations.

A study on the structural relationship between emotional labor, job burnout, and turnover intention among office workers in Korea: the moderated mediating effect of leader-member exchange

BACKGROUND

This research investigated the interplay of emotional labor, job burnout, and leader-member exchange on turnover intentions among office workers in South Korea.

METHODS

An online survey was conducted with 333 employees working in Korean small- and medium-sized enterprises. The target sample consisted of in-house employees who do not deal with external customers. All the measurement and structural models of this study were analyzed using SPSS 27.0 and Amos 28.0.

RESULTS

The survey revealed that emotional labor indirectly influenced turnover intentions via job burnout and leader-member exchange. Deep acting intensified job burnout, thereby elevating turnover intentions, while surface acting mitigated job burnout.

CONCLUSIONS

The findings underscored the importance of managing emotional labor and job burnout and fostering robust leader-member relationships to reduce staff turnover. Moreover, leader-member exchange was found to mitigate the effects of emotional labor on job burnout and turnover intention, with higher leader-member exchange reducing the negative impact of deep acting on turnover intention through job burnout.

Self-compassion among Undergraduate Nursing Students at a State University in Indonesia during the COVID-19 Pandemic

OBJECTIVE

To determine the level of self-compassion and investigate the relationships between sociodemographic variables and self-compassion among undergraduate nursing students at a state university in Indonesia during the COVID-19 Pandemic.

METHODS

This study used a cross-sectional design. Samples were selected using a proportionate stratified random sampling technique (n=260). Data were collected using an Indonesian version of the Self-compassion Scale, which consists of 6 subscales: self-kindness, self-judgment, common humanity, isolation, mindfulness, and overidentification. Data were analyzed using univariate and bivariate analysis.

RESULTS

60% of students had moderate self-compassion. Students scored the highest in self-kindness (3,93±1,02) and over-identification (3,58±0,94), indicating that they often tried to love themselves when they felt emotional pain and often get carried away when something upsetting happened. Subsequently, a significant correlation was found between age and self-compassion (p<0.05).

CONCLUSION

Self-compassion among nursing students should be improved through interventions such as compassion literacy, mindfulness training, and compassion-based experiential techniques.

Cultural intelligence and proactive service performance: mediating and moderating role of leader's collaborative nature, cultural training and emotional labor

PURPOSE

Drawing on cultural intelligence and social exchange theories, this study examines cultural intelligence and its effects on proactive service performance and the mediating role of leader's collaborative nature and the moderating role of cultural training and emotional labor, particularly deep acting and surface acting, in the relationship between cultural intelligence and proactive service performance.

DESIGN/METHODOLOGY/APPROACH

The study sample comprised 510 healthcare practitioners. Structural equation modeling was used to examine the hypotheses.

FINDINGS

The results show that cultural intelligence positively influences proactive service performance. Additionally, leadership's collaborative nature influences proactive service performance. The moderating effect of cultural training and deep acting positively influences the relationship between cultural intelligence and proactive service performance. In contrast, surface acting reveals a reverse effect, thus exhibiting a positive effect on this relationship.

RESEARCH LIMITATIONS/IMPLICATIONS

These findings suggest that public healthcare organizations should pay more attention in improving deep acting, cultural training and leadership's collaborative nature for optimal service performance.

ORIGINALITY/VALUE

The novelty of this study lies in its presentation of an integrated framework based on cultural intelligence and social exchange theories that can solve the contemporary challenges facing healthcare firms operating in emerging markets in integrating cultural intelligence and service performance.

Surface acting, emotional exhaustion, career calling and turnover intention among student nurses: A cross-sectional study

AIM

This study aims to explore the mediating role of emotional exhaustion and the moderating role of career calling in the linkage of surface acting and turnover intention among student nurses in the final clinical practicum.

BACKGROUND

Turnover rates are especially high for graduating nursing students. Surface acting is considered an important factor that affects this rate among nurses. However, little is known about the relationships between surface acting and turnover intentions among graduating nursing students in the final clinical practicum.

DESIGN

The current research is a cross-sectional study, and the data were collected from 8 January 2022-22 January 2022.

METHODS

A survey was completed by 275 graduating nursing students. This survey included Chinese translations of scales measuring surface acting, emotional exhaustion, career calling and turnover intentions.

RESULTS

Both surface acting (r = 0.47, p < 0.001) and emotional exhaustion (r = 0.59, p < 0.001) correlated positively with turnover intentions. Both surface acting (r = -0.41, p < 0.001) and emotional exhaustion (r = -0.62, p < 0.001) correlated negatively with career calling and career calling (r = -0.72, p < 0.001) correlated negatively with turnover intentions. The association between surface acting and turnover intention was mediated by emotional exhaustion. In addition, career calling moderated the relationship between surface acting and emotional exhaustion.

CONCLUSIONS

Surface acting results in higher emotional exhaustion and higher turnover intention among graduating nursing students, which was more pronounced among nursing students with a lower sense of career calling.

How surface acting affects turnover intention among family doctors in rural China: the mediating role of emotional exhaustion and the moderating role of occupational commitment

BACKGROUND

Family doctors in rural China are the main force for primary health care, but the workforce has not been well stabilized in recent years. Surface acting is an emotional labor strategy with a disparity between inner feelings and emotional displays, provoking negative effects such as emotional exhaustion, occupational commitment reduction, and, consequently, increasing turnover rate. With the Conservation of Resources theory, this study explores how the surface acting of rural family doctors affects turnover intention through emotional exhaustion and investigates what role occupational commitment plays in this relationship.

METHODS

With a valid response rate of 93.89%, 953 valid data were collected by an anonymous self-administered questionnaire survey in December 2021 in Shandong Province, China. Cronbach's Alpha and confirmatory factor analysis (CFA) were used to estimate reliability and construct validity, respectively. The PROCESS macro in SPSS was performed to analyze the mediating and moderated mediation effects of surface acting, emotional exhaustion, occupational commitment, and turnover intention.

RESULTS

Reliability and validity indicated that the measurement instruments were acceptable. Surface acting had a direct positive effect on turnover intention (β = 0.481, 95% CI [0.420, 0.543]). Emotional exhaustion partially mediated the effect of surface acting on turnover intention (indirect effect: 0.214, 95% CI [0.175, 0.256]). Occupational commitment moderated the effect of emotional exhaustion on turnover intention (β = - 0.065, 95% CI [- 0.111, - 0.019]), and moderated the indirect effect of surface acting on turnover intention via emotional exhaustion (index of moderated mediation: - 0.035).

CONCLUSIONS

Emotional exhaustion partially mediates the relationship between surface acting and turnover intention among family doctors in rural China, and occupational commitment moderates the direct effect of emotional exhaustion on turnover intention and further moderates the mediating effect. Policymakers should pay more attention to the effects of emotional labor and emotional resource depletion on the stability of rural health human resources.

Are you really smiling? Display rules for emojis and the relationship between emotion management and psychological well-being

Display rules specify socially appropriate facial expressions in a given situation. However, managing emotions for such a social adaption sometimes leads to deleterious psychological outcomes. Given that people nowadays rely on emojis to express emotions online, the present study investigated (1) whether display rules exist in emoji communications and (2) how emotion management using emojis is associated with psychological well-being. Prior studies have demonstrated the effects of context on the frequency of emoji use. However, the intensity and type of expression may differ, even if emojis are used at the same frequency. The current study thus investigated whether emotional expressions and the types of emojis used are adjusted to contexts similar to facial displays. As many as 1,289 Japanese participants typed emojis in response to Internet chats and reported the intensity of their emotional expressions. The contexts of the chats varied depending on the target of use, the emotional value of contexts, and private or public settings. The results showed that, similar to facial displays, individuals expressed emotions through emojis more with those closely related, more in positive contexts than in negative contexts, and more in private than in public contexts. When the expressions were intense, individuals used emojis consistent with the emotional value of the context. Upon attenuating the expressions, this study found that individuals tended to use euphemistic emojis and sent smiling emojis in negative contexts to manage the expressions. Moreover, expressing emotions with emojis was associated with subjective well-being, whereas managing emotions with emojis was weakly associated with depressive symptoms. Together, this study indicates the existence of display rules for emojis, calling for future research on the psychological impact of online emotion norms.

Burnout, Surface Acting, and Suicidal Ideation Among Military Personnel: Results of a Longitudinal Cohort Study

Introduction: Chronic life stressors are positively correlated with suicidal ideation and suicidal behaviors among military personnel. Surface acting, a strategy that involves hiding or faking one's emotional state to match organizational expectations dictating when and how to express emotions, contributes to burnout and increased emotional distress. Because surface acting involves a form of emotional suppression, frequent use of surface acting may also contribute to suicidal ideation. Methods: One thousand seven-hundred fifty-four military personnel stationed at a U.S. military installation completed a self-report survey repeatedly administered 6 times from January 2020 to December 2021. Survey items assessed suicidal ideation, surface acting, burnout, and depression. Results: Burnout and surface acting were significantly correlated with severity of suicidal ideation. When depression was added as a covariate, surface acting but not burnout remained a statistically significant correlate of suicidal ideation. Discussion: Surface acting, a job-specific form of emotional suppression, may increase suicide risk among military personnel. Creating opportunities for military personnel to appropriately express their emotional states could mitigate suicide risk in this population.

Effect of Emotional Exhaustion and Knowledge Sharing on Depersonalization, Work Accomplishment, and Organizational Performance

The objective of the present study is to empirically investigate the relationship between emotional exhaustion and knowledge sharing of individual and organizational outcomes. Data was collected from 672 respondents from the information technology (IT) sector. The results from path analysis revealed that emotional exhaustion is (i) positively related to depersonalization, and (ii) negatively related to work accomplishment and organizational performance. The results also reveal that knowledge sharing is (i) negatively related to depersonalization, and (ii) positively related to work accomplishment and organizational performance. However, depersonalization is not negatively related to organizational performance. As predicted, work accomplishment is positively related to organizational performance. The diametrically opposite results of emotional exhaustion and knowledge sharing are particularly interesting. The implications for management and practicing mangers are discussed.

The Effect of Social Support on Emotional Labor through Professional Identity

Drawing on the conservation of resources (COR) theory, we investigate whether and how social support impact emotional labor of live streamers through professional identity. We also explore the boundary conditions by focusing on the moderation effect of emotional intelligence. Based on a sample of 331 live streamers in the content industry, the results show that social support weakens (enhances) live streamers’ surface acting (deep acting) by enhancing their professional identity. Emotional intelligence significantly moderates the professional identity - emotional labor relationship. In addition, we find that emotional intelligence strengthens the negative indirect effect of social support on surface acting through professional identity, but weakens the positive indirect effect of social support and deep acting through professional identity. We also discuss theoretical contribution in emotional labor literature and practical implications for live commerce.

Revisiting the Effect of Emotional Labor: A Multi-Level Investigation in Front-Line Service Teams

The main purpose of this study is to consider individuals in teams and to reexamine how emotional labor affects the performance of front-line service team and team members through emotional exhaustion. Multi-source data collection and a time-lagged research design was adopted to collect data from matched team members and customers nested in 82 front-line service teams in a large electronics provider based in China. The findings show that surface acting increases emotional exhaustion which reduces customer loyalty at the team level and individual task performance at the individual level, supporting a full mediation model. While, deep acting is not associated with emotional exhaustion, it is positively linked with team member’s task performance. This study provides evidence for the nested nature of emotional labor and exhaustion in teams.

Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers

This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees’ incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect. To explore the multi-level trickle effect, this study has collected data from two sources, i.e., customers and employees. The data was analyzed with the help of AMOS. The results revealed that customer’s verbal aggression escalates employee’s burnout, which in turn affects employee’s incivility towards customers. However, the indirect paths from disproportionate customer demand toward service recovery efforts and employee’s incivility towards customers were found to be insignificant. This study addressed the existing gap in the literature by examining the trickle effect within and outside the boundaries of an organization. The results of this study laid down some useful managerial and theoretical implications.