Investigating the relationships between perceived organisational support, emotional labour strategies, emotional exhaustion, organisational commitment, and job performance Online publication date: Tue, 12-Oct-2021
by Sayyed Mohsen Allameh
International Journal of Productivity and Quality Management (IJPQM), Vol. 34, No. 1, 2021
Abstract: This paper aims to investigate the impact of perceived organisational support on emotional labour (EL) strategies as well as the relationships between these strategies, emotional exhaustion (EE), organisational commitment, and job performance. Structural equations are used to test the hypotheses among 217 employees working at private banks in the City of Isfahan in Iran. The results indicate that organisational support negatively impacts surface acting while positively impacting deep acting. Furthermore, EE is positively associated with surface acting and negatively associated with deep acting. Finally, EE is found to have a negative influence on organisational commitment and job performance among private band employees. This paper contributes to the literature by empirically examining the impact of organisational support on EL strategies and EE. Moreover, the strategies are assessed among bank employees by considering the role of organisational support.
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