Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.3/237992

Download PDF (Published version) (Adobe Acrobat PDF, -1 bytes)

Title

The influence of occupational commitment on emotional labour

Author(s)

Prentice, Catherine

Abstract

This study examined the relationship between emotional labour and performance. Emotional labour is referred to as the management of feelings through surface and deep acting for purposes of remuneration. Occupational commitment is proposed as a potential moderator in the relationship between emotional labour and performance. In gathering evidence for the present investigation, 578 responses received from tourism and hospitality industry service employees were analysed to test the proposed relationships. The results show that it is surface acting, rather than deep acting which relates positively to task performance. Testing of moderation indicates that affective and continuance occupational commitments increase performance outcomes by facilitating the implementation of emotional labour strategy. Implications of the findings are presented at the end of this paper.

Publication type

Conference paper

Research centre

Swinburne University of Technology

Source

Proceedings of 'Sharing the Cup of Knowledge', the Australian and New Zealand Marketing Academy Conference (ANZMAC 2012), Adelaide, South Australia, Australia, 03-05 December 2012

Publication year

2012

Keyword(s)

Emotional labour;  Marketing;  Occupational commitment;  Task performance

Publisher

Australian and New Zealand Marketing Academy and and Ehrenberg-Bass Institute for Marketing Science, Edith Cowan University

Publisher URL

http://anzmac.info/conference/anzmac-2012-proceedings/

Copyright

Copyright © 2012 The author. The published version is reproduced in accordance with the copyright policy of the publisher.

Full text

Peer reviewed