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The Effects of Service Employee Resilience on Emotional Labor: Double-Mediation of Person–Job Fit and Work Engagement

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  • Myoung-Soung Lee

    (Department of Food Franchise Business, Kyungnam University, Changwon 51767, Korea)

  • Han-Seong Kim

    (Future IT Innovation Laboratory, Pohang University of Science and Technology, Pohang 37673, Korea)

Abstract

This study examined the effect of service employees’ resilience on deep acting in the job demands–resources model (JD-R model). It set and verified person–job fit and work engagement as double-mediation factors between service employees’ resilience and deep acting. To accomplish this, surveys targeting service employees working in the retail finance industry in Korea were administered. The analysis showed that resilience significantly increased person–job fit, and person–job fit improved work engagement. Additionally, it showed that work engagement improved deep acting. With regard to the double-mediation effect, the direct effect of resilience on deep acting was not statistically significant, but the double-mediation effect through person–job fit and work engagement was significant. In other words, person–job fit and work engagement fully mediated the relationship between resilience and deep acting. Additionally, person–job fit alone did not mediate the relationship between resilience and deep acting, but the independent mediation effect of work engagement was significant.

Suggested Citation

  • Myoung-Soung Lee & Han-Seong Kim, 2020. "The Effects of Service Employee Resilience on Emotional Labor: Double-Mediation of Person–Job Fit and Work Engagement," IJERPH, MDPI, vol. 17(19), pages 1-15, October.
    • Handle: RePEc:gam:jijerp:v:17:y:2020:i:19:p:7198-:d:422679
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    References listed on IDEAS

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    2. Hatzinikolakis, John & Crossman, Joanna, 2010. "Are business academics in Australia experiencing emotional labour? A call for empirical research," Journal of Management & Organization, Cambridge University Press, vol. 16(3), pages 425-435, July.
    3. Jay Jaewon Yoo & Todd J. Arnold, 2014. "Customer orientation, engagement, and developing positive emotional labor," The Service Industries Journal, Taylor & Francis Journals, vol. 34(16), pages 1272-1288, December.
    4. Sung-Hoon Ko & Yongjun Choi & Seung-Yoon Rhee & Tae Won Moon, 2018. "Social Capital and Organizational Citizenship Behavior: Double-Mediation of Emotional Regulation and Job Engagement," Sustainability, MDPI, vol. 10(10), pages 1-15, October.
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