The moderating role of self-efficacy on the relationship between emotional exhaustion and job strain for boundary-spanning service employees
Lings, Ian, Durden, Geoffrey, Lee, Nick, & Cadogan, John (2009) The moderating role of self-efficacy on the relationship between emotional exhaustion and job strain for boundary-spanning service employees. In Proceedings of Australian and New Zealand Marketing Academ, ANZMAC, Melbourne, Victoria.
Appropriate behaviours toward customers often requires employees to suppress some genuine emotions and/or express other emotions; genuine or contrived. Managing one's emotions in this way gives rise to emotional exhaustion. This can have consequences for psychological ill health, in the form of work place strain, and ultimately employee's desire to leave. This student examines the relationships between emotional management, emotional exhaustion and turnover intentions amongst diversional therapy professionals. We find that some forms of emotional management have a significant impact on emotional exhaustion and that this predicts workplace strain. Furthermore, the deleterious effects of emotional exhaustion are mitigated somewhat for employees who have strong beliefs in their ability to provide good service, compared to employees with lower self efficacy beliefs.
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|Item Type:||Conference Paper|
|Keywords:||Self Efficacy, Emotional Strain, Service Employees, Service Delivery|
|Subjects:||Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing not elsewhere classified (150599)|
|Divisions:||Current > QUT Faculties and Divisions > QUT Business School|
Current > Schools > School of Advertising, Marketing & Public Relations
|Copyright Owner:||Copyright 2009 [please consult the authors].|
|Deposited On:||25 Jan 2010 16:46|
|Last Modified:||01 Mar 2012 00:01|
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