Self-efficacy as a mediator and moderator between emotional labor and job satisfaction: A case study of public service employees in Taiwan

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Title:	Self-efficacy as a mediator and moderator between emotional labor and job satisfaction: A case study of public service employees in Taiwan
Authors:	Hsieh, Chih-Wei;Hsieh, Jun-Yi;Huang, Irving Yi-Feng
Keywords:	deep acting;display rules;job satisfaction;self-efficacy;surface acting
Date:	2016-05-21
Issue Date:	2019-09-24 12:10:32 (UTC+8)
Publisher:	Section on Public Management and Performance, ASPA
Abstract:	This study examines the perplexing relationship between emotional labor and job satisfaction in the public service arena and in a non-Western context. The results of regression analyses from a dataset of 315 frontline employees in Taiwan support the concept that different forms of emotional labor have distinct patterns of relationship with job satisfaction. Furthermore, self-efficacy mediates the positive effect of emotional labor and alleviates its negative relationship with job satisfaction. These findings are a reminder that while emotional labor can be taxing, the potential for job satisfaction to increase, rather than decrease, through effective management of such labor should not be underestimated.
Relation:	Public Performance & Management Review 40(1), p.71-96
DOI:	10.1080/15309576.2016.1177557
Appears in Collections:	[Graduate Institute & Department of Public Administration] Journal Article

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