ArticleFrontiers in psychology2018
Surface Acting, Emotional Exhaustion, and Employee Sabotage to Customers: Moderating Roles of Quality of Social Exchanges.
Article in Frontiers in psychology, 2018. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 9 papers.
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Who cites it
9 citing papers in PubMed.
- The cost of smile: how individual and organizational factors moderate the impact of emotional labor on work alienation via burnout.Frontiers in psychology · 2025Article
- The hidden cost of abusive supervision: rudeness, sabotage, and ethics.BMC psychology · 2024Article
- Exploring the Relationship between Surface Acting, Job Stress, and Emotional Exhaustion in Health Professionals: The Moderating Role of LMX.Behavioral sciences (Basel, Switzerland) · 2024Article
- A study on the structural relationship between emotional labor, job burnout, and turnover intention among office workers in Korea: the moderated mediating effect of leader-member exchange.BMC psychology · 2024Article
- The Double-Edged Sword: Unraveling the Dual Outcomes of Workplace Humor on the Social Identity of Employees.International review of social psychology · 2024Article
- How surface acting affects turnover intention among family doctors in rural China: the mediating role of emotional exhaustion and the moderating role of occupational commitment.Human resources for health · 2023Article
- Self-compassion among Undergraduate Nursing Students at a State University in Indonesia during the COVID-19 Pandemic.Revista brasileira de enfermagem · 2023Article
- Are you really smiling? Display rules for emojis and the relationship between emotion management and psychological well-being.Frontiers in psychology · 2023Article
- Revisiting the Effect of Emotional Labor: A Multi-Level Investigation in Front-Line Service Teams.Frontiers in psychology · 2020Article
Corrections and comments
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Authors and funding
5 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
Using the conservation of resources theory and social exchange theory as our conceptual frameworks, the current study examined how employee surface acting relates to their sabotage to customers through the mediating role of emotional exhaustion and explored the moderating roles of coworker exchange (CWX) and leader-member exchange (LMX). We collected two-wave time-lagged data from 540 clinical nurses and found that emotional exhaustion mediated the positive relationship between surface acting and employee sabotage to customers. In addition, we found that CWX buffered the positive effect of surface acting on emotional exhaustion, while LMX buffered the positive effect of emotional exhaustion on employee sabotage to customers, such that the effects were weaker when CWX and LMX were higher, respectively. These findings shed light on the effect of surface acting on employee harmful behaviors, the potential underlying mechanism, and boundary conditions to mitigate the negative consequences of surface acting.
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Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.