The cost of smile: how individual and organizational factors moderate the impact of emotional labor on work alienation via burnout

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dc.contributor.authorUnguren, Engin
dc.contributor.authorTekin, Omer Akgun
dc.contributor.authorAvsalli, Huseyin
dc.date.accessioned2026-01-24T12:29:28Z
dc.date.available2026-01-24T12:29:28Z
dc.date.issued2025
dc.departmentAlanya Alaaddin Keykubat Üniversitesi
dc.description.abstractIntroduction In the tourism industry, frontline employees are exposed to intense customer interactions that require emotional labor. It is critically important to understand the effects of surface acting and deep acting strategies-performed within the framework of organizational display rules-on adverse psychological consequences such as burnout and work alienation. Building on the Conservation of Resources (COR) and Job Demands-Resources (JD-R) theories, this study examines the mechanisms and boundary conditions of this negative cycle. This study examines an integrated model examining the mediating role of burnout in the relationship between emotional labor strategies (surface and deep acting) and work alienation, and the moderating (buffering) roles of service orientation (as a personal resource) and managerial support (as an organizational resource) in this process.Method Data were collected through random sampling from 1,252 employees working in five-star hotels located in the Alanya and Manavgat regions of T & uuml;rkiye and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM).Results The findings revealed that surface acting significantly increased both burnout and work alienation, whereas deep acting significantly mitigated these adverse outcomes. Burnout was identified as a partial mediator in the relationship between emotional labor strategies and work alienation. A key finding was the significant buffering effect of both service orientation and managerial support on the relationship between emotional labor and burnout. These resources substantially weakened the positive effect of surface acting on burnout, thereby reducing its detrimental consequences.Discussion The results demonstrate that the negative psychological costs of emotional labor can be effectively managed through individual and organizational resources. Theoretically, integrating multi-level resources within a unified model provides a more nuanced understanding for the emotional labor literature. Practically, the findings suggest that hospitality organizations should prioritize selecting service-oriented individuals during recruitment and invest in training programs that foster supportive leadership behaviors among managers.
dc.identifier.doi10.3389/fpsyg.2025.1668413
dc.identifier.issn1664-1078
dc.identifier.pmid41394036
dc.identifier.scopus2-s2.0-105025534879
dc.identifier.scopusqualityQ1
dc.identifier.urihttps://doi.org/10.3389/fpsyg.2025.1668413
dc.identifier.urihttps://hdl.handle.net/20.500.12868/5389
dc.identifier.volume16
dc.identifier.wosWOS:001636043100001
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.indekslendigikaynakPubMed
dc.language.isoen
dc.publisherFrontiers Media Sa
dc.relation.ispartofFrontiers in Psychology
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/openAccess
dc.snmzKA_WoS_20260121
dc.subjectemotional labor
dc.subjectburnout syndrome
dc.subjectwork alienation
dc.subjectservice orientation
dc.subjectperceived managerial support
dc.titleThe cost of smile: how individual and organizational factors moderate the impact of emotional labor on work alienation via burnout
dc.typeArticle

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