Back Issues 11-20

THE IMPACT OF SURFACE ACTING, DEEP ACTING AND EMOTIONAL EXHAUSTION ON SUBJECTIVE WELL-BEING IN THE EMPLOYEES OF FOOD AND BEVERAGES INDUSTRIES

Nairei Hori
Department of Hospitality Management, I-Shou University
No. 1, Sec. 1, Syuecheng Rd., Dashu District, Kaohsiung City 84001, Taiwan, R.O.C.
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.

Ren-Fang Chao*
Department of Leisure Management, I-Shou University,
No. 1, Sec. 1, Syuecheng Rd., Dashu District, Kaohsiung City 84001, Taiwan, R.O.C.
*Corresponding Author: This email address is being protected from spambots. You need JavaScript enabled to view it.

Abstract

Given that employees in the food and beverage (F&B) industry are required to interact with customers over long periods, the problems of emotional labor in the industry have long been a concern of scholars and practitioners. To understand the emotional exhaus-tion and subjective well-being of F&B operation service staff, this study explores the dimensions of surface acting and deep acting. The present study was conducted using a questionnaire survey and the data analyzed using a structural equation model. The re-sults show that emotional exhaustion is influenced by deep acting rather than surface acting. This result indicates that although deep acting can deliver better service perfor-mance, it is likely to result in an accumulation of emotions and to produce emotional labor. In contrast, surface acting is less likely to produce emotional labor, but may in-crease the possibility of service recovery. However, both surface acting and deep acting have a significant positive impact on the subjective well-being of employees, showing that a moderate level of adjustment in service emotions helps improve employees' sub-jective well-being.

Keywords: Emotional Labor, Emotional Exhaustion, Subjective Well-being, Food and Beverages Industries, Service Recovery

Attachments:

0941 Final.pdf

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