Employee Turnover Case Study

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Consequences on overall job/ work satisfaction/ and employee turnover on performance Employee performance involves all actions and behaviors controlled by the individual within the company. All of these behaviors and actions, contribute to the goals of the organization (Rotundo & Sackett, 2002) Zapf (2002) highlighted the uniqueness of emotional labor in the provision of service and outlined factors that can influence quality service outcomes. These include the ambiguity of assessing service quality, the perishable nature of the service product, the interplay of emotions on both the service provider and the guest, and the influence of guest emotions when problem solving. Emotional labor strategies are particularly important in the context…show more content…
Several researchers have posited that emotional labor potentially contributes to employee turnover (e.g., Côté & Morgan, 2002; Grandey, 2000). Employees who regularly engage in emotional labor may develop the attitude that they are in an unsuitable work environment, which may ultimately compel them to leave the organization (Grandey, 2000). This perspective emphasizes the cumulative effect of performing emotional labor in predicting turnover and is consistent with findings that employees form attitudes about work in their day-to-day tasks and interactions that, over time, develop into withdrawal cognitions and behaviors, such as turnover (Holtom, Mitchell, Lee, & Eberly, 2008). Abraham (1999) has shown that customer service employees who experience a discrepancy between their internal and external emotional experience at work are more likely to express intentions to leave. As discussed by Chau et al. (2009), deep acting, which is more likely to evoke an authentic emotional display, leads to more positive experiences for employees (since they are experiencing more positive emotions over time) and therefore reduces the likelihood of withdrawal behaviors. This is consistent with research showing a negative relationship between turnover behavior and both positive job attitudes and positive affective experiences (Hom & Kinicki, 2001). Prior research has shown that surface acting is often related to negative intrapersonal outcomes, such as emotional exhaustion and feelings of inauthenticity, whereas deep acting is more likely to lead to positive outcomes, such as enhanced job satisfaction (e.g., Brotheridge & Grandey, 2002; Simpson & Stroh, 2004). The extent to which employees report engaging in surface acting has consistently emerged as a negative predictor of employee well-being,
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