Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/206363 
Year of Publication: 
2017
Citation: 
[Journal:] BRQ Business Research Quarterly [ISSN:] 2340-9436 [Volume:] 20 [Issue:] 2 [Publisher:] Elsevier España [Place:] Barcelona [Year:] 2017 [Pages:] 124-136
Publisher: 
Elsevier España, Barcelona
Abstract: 
This study was designed to examine the moderating roles of perceived supervisor, coworker, and organizational support in the relationship between emotional labor and job performance in the airline service context. A sample of flight attendants working for one major airline company in South Korea participated in this study. The flight attendants’ official job performance data were provided by the airline company. For data analyses, a series of hierarchical moderated regression analyses were employed. The results showed differential moderation effects of the three sources of support at work. Specifically, the positive relationship between deep acting and job performance was strengthened by perceived supervisor and coworker support. The negative relationship between surface acting and job performance was exacerbated by perceived supervisor support, indicating the reverse buffering effect. Perceived organizational support showed only main effects on employee performance with no moderation effects."
Subjects: 
Emotional labor
Organizational support
Supervisor support
Coworker support
Official job performance
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc-nd Logo
Document Type: 
Article

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