Effect of Emotional Labor Strategies over Job Performance with Emotional Exhaustion Mediating

Because of continuous increase in economics and contests among service providers, management of emotions in the workplace is becoming really important. Surface and deep acting as strategies of emotional labor are presented by which people try to control their feelings in the workplace. This research is to study effect of strategies of emotional labor over job performance with emotional exhaustion mediating. By the use of survey method, 210 nurses of professional state’s hospitals were selected by categorized sampling. Direct effects and mediating pattern of variables were studied by the use of structural equation applications. Results of the analysis show that surface acting strategy whether direct or mediated by emotional exhaustion didn’t have any effects over the job performance of nurses. However deep acting strategy directly and indirectly (with emotional exhaustion mediating) affected the job performance. Emotional exhaustion had a negative effect over job performance as well. Thus, utilizing plans to improve deep acting and decreasing surface acting by educating and communicating better with nurses and better time planning can decrease emotional exhaustion.