ArticleInternational journal of environmental research and public health2021
Validation of an Attributional and Distributive Justice Mediational Model on the Effects of Surface Acting on Emotional Exhaustion: An Experimental Study.
Article in International journal of environmental research and public health, 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.
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Abstract
Previous research has shown that surface acting-displaying an emotion that is dissonant with inner feelings-negatively impacts employees' well-being. However, most studies have neglected the meaning that employees develop around emotional demands requiring surface acting. This study examined how employees' responsibility attributions of client behavior demanding surface acting influence employees' emotional exhaustion, and the mediational role of distributive justice in this relationship. Relying on Fairness Theory, it was expected that employees' responsibility attributions of client behavior demanding emotion regulation would be related to their perceptions of distributive injustice during the service encounter, which in turn would mediate the effects of responsibility attribution on emotional exhaustion. In addition, drawing on the conservation of resources model, we contended that leader support would moderate the impact of distributive injustice on emotional exhaustion. Two scenario-based experiments were conducted. Study 1 (
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