CUSTOMER-RELATED SOCIAL STRESSORS AND EMOTIONAL EXHAUSTION: THE   MEDIATING ROLE OF SURFACE AND DEEP ACTING

doi:10.2224/sbp.2010.38.10.1359

CORC > 北京大学 > 心理与认知科学学院

	CUSTOMER-RELATED SOCIAL STRESSORS AND EMOTIONAL EXHAUSTION: THE MEDIATING ROLE OF SURFACE AND DEEP ACTING
	Song, Guoping ; Liu, Haihua
刊名	social behavior and personality
	2010
关键词	customer-related social stressors emotional exhaustion surface acting deep acting BURNOUT LABOR SERVICE MECHANISMS FREQUENCY DELIVERY SMILE
DOI	10.2224/sbp.2010.38.10.1359
英文摘要	The role of surface acting and deep acting in mediating the relationship between customer-related social stressors (CSS) and emotional exhaustion were examined in this study. Employees (N = 310) working in the call-center industry were surveyed. Data were analyzed using structural equation modeling. Results showed that two CSS components; disproportionate customer expectation and customer verbal aggression, were positively related to emotional exhaustion, and that surface acting fully mediated the relationship between disproportionate customer expectation and emotional exhaustion. Both theoretical and practical implications are discussed.; http://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000285282000008&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=8e1609b174ce4e31116a60747a720701 ; Psychology, Social; SSCI; 10; ARTICLE; 10; 1359-1366; 38
语种	英语
内容类型	期刊论文
源URL	[http://ir.pku.edu.cn/handle/20.500.11897/404497]
专题	心理与认知科学学院
推荐引用方式 GB/T 7714	Song, Guoping,Liu, Haihua. CUSTOMER-RELATED SOCIAL STRESSORS AND EMOTIONAL EXHAUSTION: THE MEDIATING ROLE OF SURFACE AND DEEP ACTING[J]. social behavior and personality,2010.
APA	Song, Guoping,&Liu, Haihua.(2010).CUSTOMER-RELATED SOCIAL STRESSORS AND EMOTIONAL EXHAUSTION: THE MEDIATING ROLE OF SURFACE AND DEEP ACTING.social behavior and personality.
MLA	Song, Guoping,et al."CUSTOMER-RELATED SOCIAL STRESSORS AND EMOTIONAL EXHAUSTION: THE MEDIATING ROLE OF SURFACE AND DEEP ACTING".social behavior and personality (2010).