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A motivational approach to emotional labor: Examining the link between goal orientation and emotional labor strategies

Published online by Cambridge University Press:  19 September 2019

Mahsa Esmaeilikia Open the ORCID record for Mahsa Esmaeilikia [Opens in a new window]  and
Markus Groth
Mahsa Esmaeilikia*
Affiliation:
UNSW Business School, UNSW Sydney, Sydney, NSW, Australia
Markus Groth
Affiliation:
UNSW Business School, UNSW Sydney, Sydney, NSW, Australia
*
*Corresponding author. Email: [email protected]
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Abstract

Drawing on goal orientation theory, in this study, we examine how an individual's motivational approach relates to the use of two common emotional labor strategies: surface acting and deep acting. In addition, we examine the role of self-efficacy as a mediating mechanism through which different goal orientations are related to different emotional labor strategies. To test our hypotheses, 262 U.S. full-time working adults from a variety of service occupations were surveyed. Consistent with the predictions of goal orientation theory, our results show that learning-oriented service employees tend to use deep acting, while performance-oriented service employees use both emotional labor strategies. Our findings also show that emotional labor self-efficacy plays a mediating role in the relationship between motivational approach and emotional labor strategy use.

Keywords

emotional laborsurface actingdeep actinggoal orientationself-efficacy
Type
Research Article
Information
Journal of Management & Organization , Volume 28 , Issue 6 , November 2022 , pp. 1280 - 1300
Copyright
Copyright © Cambridge University Press and Australian and New Zealand Academy of Management 2019

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