Emotional Exhaustion and Employee Performance: The Mediating Role Played by Surface Acting

Zhou G., Zheng K., Liu Y., Shao Y., Han Y.

16th International Conference on Management Science and Engineering Management (ICMSEM), Ankara, Turkey, 3 - 06 August 2022, vol.145, pp.743-754 identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 145
  • Doi Number: 10.1007/978-3-031-10385-8_53
  • City: Ankara
  • Country: Turkey
  • Page Numbers: pp.743-754
  • Keywords: Emotional stresses, Emotional labor, Innovation, Employee performance
  • Gazi University Affiliated: No


In todays society, the working hours of "996" for young people has basically become the norm. Under such high intensity, employees are easily in a state of emotional stresses, which will make employees become emotional exhaustion and have a great impact on the performance of employees. In this study, based on the emotional labor theory, we collected data from 140 employees who are in high-intensity work for a long time and their paired supervisors. We adopt a time lag method to collect the measured values of the corresponding variables through questionnaires at three time periods, with an interval of one month in each time period. At Time 1 we collected employees' emotional exhaustion. At Time 2 we collected employees' surface acting. At Time 3 we collected employees' innovative job performance and in-role job performance. Based on these data, we draw the following conclusions: emotional exhaustion will predict employees surface acting; employees' surface acting will affect employees' innovative job performance and in-role job performance. As far as practice is concerned, the research results have some implications on how to deal with the negative impact of employees' emotional exhaustion and improve enterprise performance.