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How Does Emotional Labor Impact Employees’ Perceptions of Well-Being? Examining the Mediating Role of Emotional Disorder

Author

Listed:
  • Lixia Yao

    (School of Business and Administration, Zhejiang Gongshang University, Hangzhou 310018, China)

  • Jie Gao

    (Department of Hospitality, Tourism and Event Management, San Jose State University, San Jose, CA 95192, USA)

  • Chengye Chen

    (School of Business and Administration, Zhejiang Gongshang University, Hangzhou 310018, China)

  • Dan Mu

    (School of Business and Administration, Zhejiang Gongshang University, Hangzhou 310018, China)

Abstract

Since bank employees are prone to high psychological pressure, it is key to explore the influencing mechanism of their emotional labor so as to relieve their pressure, as well as improve organizational performance and service quality. This study aimed to investigate the effects of emotional labor on bank employees’ well-being and to determine the mediating role of emotional disorder in this relationship. Employees responded to a survey regarding their use of emotional labor as well as perceptions of their well-being and emotional disorder. The results showed that employees’ use of emotional labor was related to their perceptions of well-being and confirmed the mediating role of emotional disorder in this relationship. The results indicated that surface acting has a significant negative impact on employee well-being, while deep acting has a significant positive impact. Moreover, emotional disorder played a role in mediating emotional labor and employee well-being, and emotional disorder was positively correlated with surface acting and negatively correlated with deep acting. The results revealed that developing deep-acting skills is important for increasing front-line bank staff’s well-being in China, who are accustomed to repressing their emotions, and emotional disorder might occur more often than has been previously believed, which worsens their well-being.

Suggested Citation

  • Lixia Yao & Jie Gao & Chengye Chen & Dan Mu, 2019. "How Does Emotional Labor Impact Employees’ Perceptions of Well-Being? Examining the Mediating Role of Emotional Disorder," Sustainability, MDPI, vol. 11(23), pages 1-18, November.
    • Handle: RePEc:gam:jsusta:v:11:y:2019:i:23:p:6798-:d:292552
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    2. Yuechao Du & Zhongming Wang, 2021. "How Does Emotional Labor Influence Voice Behavior? The Roles of Work Engagement and Perceived Organizational Support," Sustainability, MDPI, vol. 13(19), pages 1-14, September.
    3. Da-Jung Ha & Jung-Hyun Park & Su-Eun Jung & Boram Lee & Myo-Sung Kim & Kyo-Lin Sim & Yung-Hyun Choi & Chan-Young Kwon, 2021. "The Experience of Emotional Labor and Its Related Factors among Nurses in General Hospital Settings in Republic of Korea: A Systematic Review and Meta-Analysis," Sustainability, MDPI, vol. 13(21), pages 1-21, October.
    4. Lixia Yao & Jie Gao, 2021. "Examining Emotional Labor in COVID-19 through the Lens of Self-Efficacy," Sustainability, MDPI, vol. 13(24), pages 1-16, December.
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    6. Kyle A. Hanners & Shawna Malvini Redden, 2021. "Communicating Values to Cultivate Sustainable Occupational Identity: How Restaurant Workers Resist Service Work Stigma," Sustainability, MDPI, vol. 13(15), pages 1-17, August.

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