IDEAS home Printed from https://ideas.repec.org/a/nms/nomsmr/10.15358-2511-8676-2021-4-256.html
   My bibliography  Save this article

The Role of Leadership on Emotion Regulation, Service Delivery, and Health: A Multi-Level Study

Author

Listed:
  • Hong, Ying
  • Liao, Hui
  • Chuang, Aichia
  • Liaw, Yuann-Jun

Abstract

Prior research on emotional labor has primarily been conducted at the individual level. In this paper, we examine a model of unit employee emotional labor and its relationships with unit LMX and LMX differentiation as well as with unit employee outcomes. Results from 701 employees and 117 managers from 117 branches of a real-estate company in Taiwan showed that deep acting exhibited a higher consistency and agreement at the unit level than surface acting. Further, we found that unit LMX was positively related to unit employee deep acting, and that LMX differentiation moderated the effect of unit LMX on surface acting in such a way that the relationship was more negative when LMX differentiation was high. In addition, unit surface acting was negatively related to supervisor-rated employee customer-oriented behavior and positively related to employee somatic symptoms.

Suggested Citation

  • Hong, Ying & Liao, Hui & Chuang, Aichia & Liaw, Yuann-Jun, 2021. "The Role of Leadership on Emotion Regulation, Service Delivery, and Health: A Multi-Level Study," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 5(4), pages 256-269.
    • Handle: RePEc:nms:nomsmr:10.15358/2511-8676-2021-4-256
    DOI: 10.15358/2511-8676-2021-4-256
    as

    Download full text from publisher

    File URL: https://www.nomos-elibrary.de/10.15358/2511-8676-2021-4-256
    Download Restriction: no
    File URL: https://libkey.io/10.15358/2511-8676-2021-4-256?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:nms:nomsmr:10.15358/2511-8676-2021-4-256. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Nomos Verlagsgesellschaft mbH & Co. KG (email available below). General contact details of provider: http://www.nomos.de/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.