Resumen de Staying engaged on the job: the role of emotional labor, job resources, and customer orientation

Nwamaka A. Anaza, Edward L. Nowlin, Gavin Jiayun Wu

• Purpose Frontline employees face constant emotional demands in the course of providing services to their customers, which can impact job engagement. This study aims to investigate the influence of emotional labor (surface and deep acting) and job resources (having a mentor and availability of expressive emotional network resources) on employees’ customer orientation and their relationship to three dimensions of job engagement: vigor, absorption and dedication.

  Design/methodology/approach Using data collected from food service providers, a conceptual model based on the job demands–resources theory is developed and tested.

  Findings Findings show that having a mentor and expressive emotional network resources increases customer orientation, which in turn increases vigor, absorption and dedication. However, surface acting negatively affects customer orientation, which indirectly reduces job engagement.

  Originality/value Consistent with the main tenet of the job-demands and resources theory, it was found that surface acting reduces engagement, whereas job resources (expressive emotional network resources and mentorship) boost engagement. Moreover, the results suggest that the commercialization of human feelings still remains an important topic for service providers to consider during service interactions because its presence affects frontline service employee engagement levels.