The moderating role of self-efficacy on the relationship between emotional exhaustion and job strain for boundary-spanning service employees
Data(s) |
2009
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Resumo |
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. |
Formato |
application/pdf |
Identificador | |
Publicador |
ANZMAC |
Relação |
http://eprints.qut.edu.au/29981/1/29981.pdf http://www.duplication.net.au/ANZMAC09/Papers.html 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. |
Direitos |
Copyright 2009 [please consult the authors]. |
Fonte |
QUT Business School; School of Advertising, Marketing & Public Relations |
Palavras-Chave | #150599 Marketing not elsewhere classified #Self Efficacy #Emotional Strain #Service Employees #Service Delivery |
Tipo |
Conference Paper |