Emotional labor involves the display of emotions by service representatives when dealing with customers. Researchers suggest that deep acting as opposed to surface acting is the preferred choice for regulating emotional labor. While there is some truth to this notion, at least in terms a tendency to suppress negative emotions to conform to what are seen to be society’s expectations, the question remains as to whether there might be situations in which display rules call for the suppression of positive emotions. In the present research, we used an experience-sampling technique to explore within-person interactions involving deep acting, positive and negative affective states, job satisfaction and work withdrawal. We also examined potential moderating effects of deep acting self-efficacy when the individual suppresses positive emotions in order to meet desired display expectations. In the study, 88 call center employees provided 837 responses to daily questionnaires over ten days. Using hierarchical linear modeling, we found that affective states and well-being worsened when employees engaged in deep acting. Results also revealed the buffering role of deep acting self-efficacy in that we found within-individual relationships were weaker for high deep acting self-efficacy levels. We conclude with discussion of the theoretical and practical implications of these findings.
曾在比利时根特大学、澳大利亚昆士兰大学从事研究工作，在新加坡国立大学、美国明尼苏达大学访问交流。兼任管理学国际重要期刊Journal of Vocational Behavior副主编，Journal of Managerial Psychology、Journal of Career Development等期刊编委，安徽省创新与创业管理促进会副会长。曾在Journal of Organizational Behavior, Journal of Vocational Behavior、管理世界、管理科学学报等国内外期刊发表论文70余篇。主持国家自然科学基金国际合作重点项目、国家自然科学基金面上项目、国际合作交流项目等国家级、省部级项目10余项。