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

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.

Relationship Bonds and Service Provider's Emotional Labor: Moderating Effects of Collectivism.

Since service providers directly conduct emotional labor to customers, it is important to identify the factors influencing emotional labor of service providers. Even though the studies identifying the predisposing factors influencing emotional labor are taking place, there is no empirical evidence confirming how relationship bonds, which have been established between corporations and service providers, are related to emotional labor. This study examined the influences of relationship bonds on emotional labor through person-organization fit (P-O fit) and the moderating effects of collectivism between P-O fit and emotional labor. Analysis was conducted by performing questionnaire surveys targeting 350 employees in the financial industry. As a result of the analysis, it has been found that financial bonds, social bonds, and structural bonds enhanced P-O fit and P-O fit improved deep acting. In addition, this study identified that collectivism of service providers strengthened the influence of P-O fit toward deep acting. This study not only suggested the empirical evidence identifying the process of relationship bonds influencing emotional labor but also expanded the scope of study by examining moderating roles of collectivism in cultural psychology aspect.