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Cross-national validation of the resources depletion-recovery model: An empirical study of Spanish and British theme park employees

Quinones, Cristina; Rodriguez-Carvajal, Raquel; Griffiths, Mark D. and Clarke, Nicholas (2015). Cross-national validation of the resources depletion-recovery model: An empirical study of Spanish and British theme park employees. Aloma, 33(2) pp. 107–117.

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Abstract

Surface acting (SA) refers to the strategy whereby front-line employees hide their own emotions and fake those required of them within their role within customer service transactions. Although researchers have associated SA with burnout, evidence now suggests that this could be an indirect relationship. Building on the Conservation of Resources theory, it was hypothesised that the combined effect of emotional effort and lack of rewarding interactions with customers triggered by SA would explain the strong association between SA and burnout (Studies 1 and 2). Furthermore, building on psychological recovery literature, it was hypothesised that the effort invested in SA would be a weaker predictor of front-line employees’ burnout in cases when they reported higher levels of recovery ability as opposed to lower levels (Study 2). A cross-national and cross-sectional design was used, and participants were theme park employees from UK (Study 1, NUK =204) and Spain (Study 2, NSpain=211). The explanatory role of emotional effort and rewarding interactions was supported, and the buffering effect of recovery ability was confirmed. Strategies aimed at minimising burnout risk for employees who deal with customers on a regular basis in these countries are discussed.

Item Type: Journal Item
Copyright Holders: 2015 The Authors
ISSN: 2339-9694
Keywords: surface acting; emotional effort; rewarding interactions; burnout; cross-national
Academic Unit/School: Faculty of Business and Law (FBL) > Business > Department for People and Organisations
Faculty of Business and Law (FBL) > Business
Faculty of Business and Law (FBL)
Item ID: 44922
Depositing User: Cristina Quinones
Date Deposited: 03 Dec 2015 17:22
Last Modified: 27 Sep 2019 06:41
URI: http://oro.open.ac.uk/id/eprint/44922
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