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Title: Is it Better to Give or Receive? The Role of Help in Buffering the Depleting Effects of Surface Acting
Authors: Lin, Katrina
Ilies, Remus
Uy, Marilyn A.
Keywords: emotional exhaustion
surface acting
Issue Date: 2016
Source: Uy, M. A., Lin, K., & Ilies, R. (2016). Is it Better to Give or Receive? The Role of Help in Buffering the Depleting Effects of Surface Acting. Academy of Management Journal, in press.
Series/Report no.: Academy of Management Journal
Abstract: The resource depleting effect of surface acting is well established. Yet we know less about the pervasiveness of this depleting effect and what employees can do at work to replenish their resources. Drawing on conservation of resources theory and the ecological congruence model, we examine the extended depleting effect of surface acting and whether social interactions with coworkers (i.e., giving and receiving help) can mitigate the negative consequences of emotional labor by conducting a five-day diary study among customer service representatives (CSRs). Momentary reports from 102 CSRs indicate that within-person daily surface acting positively predicted end-of-day emotional exhaustion, and the effect of emotional exhaustion spilled over to work engagement the following day. Analyzing the within-person moderating effects of giving and receiving help at work, we find that giving help buffered the depletion process while receiving help did not. We discuss the theoretical and practical significance of considering the temporality of the resource depleting effects of surface acting, the role of at-work help giving in buffering the negative effect of emotional labor that could affect the sense of self, and the importance of resource congruence in influencing the efficacy of buffering effects.
ISSN: 0001-4273
DOI: 10.5465/amj.2015.0611
Schools: Nanyang Business School 
Rights: © 2016 Academy of Management.
Fulltext Permission: none
Fulltext Availability: No Fulltext
Appears in Collections:NBS Journal Articles

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