Let the Show Be Real: The Relationship Among Emotional Labor, PsyCap, Caring and Career Satisfaction

• Main Authors: HUANG, CHIEH, 黃婕
• Other Authors: Chen, Angela Shin-Yih
• Format: Others
• Language: en_US
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/8673x7

碩士 === 國立臺北大學 === 企業管理學系 === 105 === The purpose of the present study was to explore the role of emotional labor (surface acting and deep acting) and its effect on psychological capital (PsyCap) and career satisfaction. The researcher also examined the moderating effects of caring on the relationship between emotional labor and PsyCap. Data were collected from the sales representatives of the C Life Insurance. A paper-based copies were distributed, the amount of valid return questionnaires was 291, the return rate was 88%. The results showed that surface acting didn’t relate to PsyCap and career satisfaction. Conversely, deep acting positively related to PsyCap and career satisfaction. In addition, the study found that PsyCap have the mediating effect between deep acting and career satisfaction. Moreover, caring didn’t have moderating effects on the relationship between emotional labor (surface acting and deep acting) and PsyCap. Hence, the results indicated that the employees in the personal insurance have to make an effort to actually feel the emotions that they need to display toward others.