Why Emotional Labor is Important for Public Service Motivation and Job Performance? : The Case of Civil Servants in Ghana
1
조회
0
다운로드
0
인용
0
참고문헌
키워드
초록
This study empirically investigates the effect of two strategies of emotional labor (deep acting and surface acting) on the relationship between public service motivation (PSM) and perceived job performance using a cross-sectional survey. Results from the statistical analysis reveal that both PSM and deep acting have a positive significant influence on perceived job performance. In addition, deep acting has a positive significant moderating effect on the relationship between PSM and perceived job performance. Furthermore, the results of the structural equation model show that deep acting significantly mediates the relationship between PSM and perceived job performance, whereas surface acting has no mediating effect on the relationship between PSM and perceived job performance. These findings reaffirm the significance of individual dispositional motives and emotive expressions in public service delivery and public organizations, and shows that educational institutions need to foster the training of public employees on emotional labor management. Furthermore, public sector managers need to ensure the person-organization fit of employees, create a supportive work environment to their subordinates, and screen job applicants for PSM and affective motives.
Abstract
This study empirically investigates the effect of two strategies of emotional labor (deep acting and surface acting) on the relationship between public service motivation (PSM) and perceived job performance using a cross-sectional survey. Results from the statistical analysis reveal that both PSM and deep acting have a positive significant influence on perceived job performance. In addition, deep acting has a positive significant moderating effect on the relationship between PSM and perceived job performance. Furthermore, the results of the structural equation model show that deep acting significantly mediates the relationship between PSM and perceived job performance, whereas surface acting has no mediating effect on the relationship between PSM and perceived job performance. These findings reaffirm the significance of individual dispositional motives and emotive expressions in public service delivery and public organizations, and shows that educational institutions need to foster the training of public employees on emotional labor management. Furthermore, public sector managers need to ensure the person-organization fit of employees, create a supportive work environment to their subordinates, and screen job applicants for PSM and affective motives.
참고문헌 (27)
- Alonso, P., "Public service motivation and job performance : Evidence from the federal sector", The American Review of Public Administration, 31(4), pp.363~380 (2001)
- "Public Service Reform: A Case of Performance Management System in Ghana" (2014)[URL]
- Ashforth, B. E., "Emotional labor in service roles: The influence of identity", Academy of management review, 18(1), pp.88~115 (1993)
- Brenya, E., "Public Service Motivation in Ghanaian Civil Service : A Case Study of Ejisu-Juabeng Municipality", International Journal of Public Administration, 40(2), pp.164~175 (2017)
- Choi, S., "Managing diversity in US federal agencies: Effects of diversity and diversity management on employee perceptions of organizational performance", Public Administration Review, 70(1), pp.109~121 (2010)
- Crewson, Philip E., "A comparative analysis of public and private sector entrant quality", American Journal of Political Science, pp.628~639 (1995)
- Crewson, Philip E., "Public-Service Motivation: Building Empirical Evidence of Incidence and Effect", Journal of Public Administration Research and Theory, 7(4), pp.499~518 (1997)
- Diefendorff, James M., "The Dimensionality and Antecedents of Emotional Labor Strategies", Journal of Vocational Behavior, 66(2), pp.339~357 (2005)
- Grandey, A. A., "Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor", Journal of Occupational Health Psychology, 5(1), pp.95~110 (2000)
- Grandey, A. A., "When “the show must go on”: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery", Academy of management Journal, 46(1), pp.86~96 (2003)
- Hobfoll, S. E, "Conservation of resources : A new attempt at conceptualizing stress", American Psychologist, 44, pp.513~524 (1989)
- Hochschild, A., "The Second Shift : Working Parents and the Revolution at Home" (1989), Viking Penguin
- Hochschild, A. R., "The Managed Heart: Commercialization of Human Feeling" (1983), University of California Press
- Hsieh, C. W., "Motivational bases and emotional labor: Assessing the impact of public service motivation", Public Administration Review, 72(2), pp.241~251 (2012)
- Insaidoo, K. A., "Ghana: A time to heal & renew the nation" (2007), Author House
- Keltner, D., "Social functions of emotions at four levels of analysis", Cognition & Emotion, 13(5), pp.505~521 (1999)
- Kammeyer‐Mueller, J. D., "A meta‐analytic structural model of dispositional affectivity and emotional labor", Personnel Psychology, 66(1), pp.47~90 (2013)
- Li, M., "Emotional labour strategies as mediators of the relationship between public service motivation and job satisfaction in Chinese teachers", International Journal of Psychology, 51(3), pp.177~184 (2016)
- Mannava, P., "Attitudes and behaviours of maternal health care providers in interactions with clients: A systematic review", Globalization and health, 11(1), pp.36~ (2015)
- Naff, K. C., "Working for America: Does public service motivation make a difference?", Review of public personnel administration, 19(4), pp.5~16 (1999)
- Newman, Meredith A., "Beyond Cognition: Affective Leadership and Emotional Labor", Public Administration Review, 69(1), pp.6~20 (2009)
- Ozcelik, H., "An empirical analysis of surface acting in intra‐organizational relationships", Journal of Organizational Behavior, 34(3), pp.291~309 (2013)
- Perry, J. L., "Measuring Public Service Motivation: An Assessment of Construct Reliability and Validity", Journal of Public Administration Research and Theory, 6(1), pp.5~22 (1996)
- Perry, J. L., "Antecedents of Public Service Motivation", Journal of Public Administration Research and Theory, 7(2), pp.181~197 (1997)
- Rainey, H. G., "Reward preferences among public and private managers: In search of the service ethic", The American Review of Public Administration, 16(4), pp.288~302 (1982)
- Roh, C. Y., "Linking emotional labor, public service motivation, and job satisfaction: Social workers in health care settings", Social work in public health, 31(2), pp.43~57 (2016)
- "Ghana Work Attitude" (2017)[URL]