Abstract
The present study explored the impact of display rule demands, emotions
at work, and various acting mechanisms of emotional labor on job
satisfaction of a conveniently drawn sample of 232 customer services
representatives of cellular services (CSRs) and banking sector of
Pakistan. Display rule demands were measured through emotion work
requirement scale (Best, Downey, & Jones, 1997); positive and negative
emotions at work were operationalized through Job Related Affective
Well Being Scale (Katwky, Fox, Spector, & Kelloway, 2000); deep and
surface acting were measured through Emotional Labor Scale
(Brotheridge & Lee, 2003); and job satisfaction was assessed through job
satisfaction subscale of Michigan organizational assessment
questionnaire (Camman, Fichman, Henkins, & Klesh, 1979). The final
model in hierarchical regression demonstrated that surface acting and
negative emotions at work negatively predicted whereas positive
emotions at work positively predicted CSRs job satisfaction.
Furthermore, Sobel test indicated that negative emotions at work fully
mediated the inverse relationship between surface acting and job
satisfaction whereas positive emotions at work mediated between display
rule demands of expressing positive emotions and job satisfaction.
Limitations and suggestions for future studies have been discussed.
Adnan Adil, Anila Kamal, Mohsin Atta . (2013) Mediating Role of Emotions at Work in Relation to Display Rule Demands, Emotional Labor, and Job Satisfaction , Journal of Behavioural Sciences, Volume 23, Issue 3.
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