2009 Volume 15 Issue 3 Pages 25-30
This study examines the positive effect of surface acting, compared with traditional viewpoint, negative effect. Data were collected from 334 cabin attendants of two airlines in Korea and analyzed using hierarchical regression analysis and the Sobel test.
This research allows us to draw several specific conclusions. First, surface acting has a positive effect on personal accomplishment. Second personal accomplishment functions as a mediator in the effect of surface acting on depersonalization. Third, personal accomplishment does not function as a mediator in the effect of surface acting on emotional exhaustion. In closing, this research suggests that there are also positive aspects of emotional labor, especially surface acting on employee's well-being.
