Beyond surface acting: a mixed-methods investigation of an ACT-based intervention for promoting psychological flexibility and regulatory shift in hotel frontline emotional labor.

Background: Frontline hotel employees in Thailand's Eastern Economic Corridor (EEC) routinely suppress authentic emotions to meet organizational display rules-a process known as surface acting-associated with burnout, emotional exhaustion, and diminished well-being. Acceptance and Commitment Therapy (ACT), adapted within a collectivist, Buddhist-informed cultural framework, offers a theoretically grounded pathway for facilitating regulatory shift from surface to deep acting through enhanced psychological flexibility and emotional acceptance. Empirical evidence for ACT-based interventions specifically targeting emotional labor in hospitality contexts remains limited. Methods: A sequential mixed-methods design was employed across two phases. Phase 1 involved semi-structured interviews with 24 frontline hotel employees to explore emotional labor experiences and inform intervention development. Phase 2 evaluated the ACT-EL intervention-the MINNICHA Model, an 8-session culturally adapted ACT program integrating compassion-based approaches-using a quasi-experimental pre-post design with a non-equivalent control group (n = 30 per condition). Outcomes included the Emotional Labor Scale (ELS), Acceptance and Action Questionnaire-II (AAQ-II), Self-Compassion Scale (SCS), and an Emotional Go/No-Go task. Between-group differences were assessed via MANCOVA controlling for baseline scores. Results: Phase 1 identified four themes: pervasive emotional dissonance and regulatory burden (83% routinely suppressing authentic emotions), culturally amplified display rule demands rooted in Kreng Jai, occupational dignity threats precipitating regulatory collapse, and a critical training gap in which behavioral skills were taught without psychological regulatory resources. Phase 2 showed significant post-intervention improvements in the experimental group across all outcomes. Between-group effects included greater deep acting (d = 0.741), lower surface acting (d = -0.562), improved psychological flexibility (d = 0.810), faster emotional response efficiency (d = -1.607), and higher self-compassion (d = 0.778). The control group showed no significant within-group changes (all p >.05). MANCOVA confirmed significant multivariate between-group differences (Wilks' Λ = .42, p <.001, partial η² = .58). Conclusions: The ACT-EL program produced large, significant improvements across cognitive, affective, and behavioral outcomes. Emotional acceptance is proposed as a central mechanism facilitating regulatory shift from surface to deep acting. Buddhist-aligned cultural adaptation with ACT's core processes offers a replicable model for diverse service workforce contexts. Future randomized trials with active controls, long-term follow-up, and mediation analyses are needed.