|About the Book|
Given the growth of the service industry, it is important that organizations become cognizant of the potential outcomes of emotional labor and moderating variables that can help mitigate the costs that emotional labor may imply to workers under the service sector. This study used a non-experimental, correlational design to examine the relationship between the two major emotional labor strategies (surface and deep acting) and outcomes (emotional exhaustion, job satisfaction) and if emotional intelligence moderated the aforementioned relationships among a sample of flight attendants. Results of Pearsons correlation analysis showed that surface acting was positively related to emotional exhaustion while deep acting was positively related to job satisfaction. Hierarchical moderated regression analysis indicated that emotional intelligence did not moderate any of the relationships between emotional labor strategies and well-being outcomes in this study. Limitations as well as implications of the findings and recommendations for future research are discussed.