Title: Displaying emotions while being good citizens? A conceptual analysis of the moderating roles of commitment to the organisation and commitment to the profession

Authors: Shih Yung Chou; Erlinda Lopez-Rodriguez

Addresses: College of Business and Engineering, The University of Texas of the Permian Basin, 4901 E. University, Odessa, TX 79762, USA ' Ila Faya Miller School of Nursing and Health Professionals, University of the Incarnate Word, 4301 Broadway, San Antonio, TX 78209, USA

Abstract: This article aims to establish a new theoretical perspective that examines that impact of emotional labour display strategies and commitment on organisational citizenship behaviour (OCB). Drawing upon the emotional labour and commitment literature, we posit that surface acting negatively affects OCB, whereas deep acting positively influences OCB. In addition, we claim that the negative relationship between surface acting and OCB will be positively moderated by commitment to the organisation and commitment to the profession, and that the positive relationship between deep acting and OCB will be positively moderated by commitment to the organisation and commitment to the profession. Given that emotional labour display strategies play a crucial role in determining service outcomes, our theoretical perspective provides important implications for theory and managerial practice.

Keywords: organisational citizenship behaviour; OCB; commitment to the organisation; commitment to the profession; emotional labour; surface acting; deep acting; service outcomes.

DOI: 10.1504/IJWOE.2014.068030

International Journal of Work Organisation and Emotion, 2014 Vol.6 No.4, pp.338 - 351

Received: 14 Mar 2014
Accepted: 22 Aug 2014

Published online: 10 Mar 2015 *

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