Header menu link for other important links
X
Donning the mask of surface and deep acting: Effects on job satisfaction and burnout in healthcare
, Manjari Singh
Published in Academy of Management
2015
Volume: 2015
   
Issue: 1
Abstract
This study investigates the link between surface and deep level acting strategies of emotional labor, job satisfaction and burnout in community health workers in India. Our results from 177 accredited social health activists (ASHAs) indicate a negative relation between surface and deep level acting, clearly demarcating them as two different strategies for performance of emotional labor in community health care setting. Higher levels of surface acting is associated with higher levels of job satisfaction, this relation is partially mediated by burnout. Lower levels of deep acting is associated with higher level of job satisfaction, this relation is fully mediated by burnout. Quantitative findings coupled with qualitative post hoc analysis of interviews of 10 ASHAs indicate that performance of surface acting results in sense of accomplishment, achievement and satisfaction whereas deep level acting results in ASHAs resonating with the stress associated with their work and patients. Surface level acting seems to be the preferred strategy for community health care workers for effective and efficient performance of their work roles. We discuss the theoretical basis of our findings and suggest implications for practice as well.
About the journal
JournalAcademy of Management Proceedings
PublisherAcademy of Management
ISSN0065-0668
Open AccessNo