Empowering leadership and frontline employees’ emotional labor: the mediation effects of job passion
InstructionIn order to deliver superior service experience to customers, frontline employees must regulate their emotional expressions during service encounters. This study examines how empowering leadership influences emotional labor (deep acting and surface acting) through the mediating role of jo...
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| Format: | Article |
| Language: | English |
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Frontiers Media S.A.
2025-04-01
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| Series: | Frontiers in Psychology |
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| Online Access: | https://www.frontiersin.org/articles/10.3389/fpsyg.2025.1437736/full |
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| _version_ | 1850151988267843584 |
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| author | Pengfei Cheng Linfei Zhou Tong Liu Na Ge |
| author_facet | Pengfei Cheng Linfei Zhou Tong Liu Na Ge |
| author_sort | Pengfei Cheng |
| collection | DOAJ |
| description | InstructionIn order to deliver superior service experience to customers, frontline employees must regulate their emotional expressions during service encounters. This study examines how empowering leadership influences emotional labor (deep acting and surface acting) through the mediating role of job passion.MethodsUsing data of 1,040 frontline employees across three service industries, the proposed mediating model was tested.ResultsThe findings revealed that: empowering leadership predicted deep acting and reduced surface acting. Job passion mediated the relationship between empowering leadership and emotional labor. Specifically, empowering leadership influenced surface acting only through obsessive passion. Empowering leadership had a “double-edged” effect on deep acting, operating through both harmonious and obsessive passion simultaneously.DiscussionThis study highlights the mediating role of job passion in translating empowering leadership into emotional labor strategies. The findings help service organizations refine leadership strategies to enhance emotional regulation in frontline service roles. |
| format | Article |
| id | doaj-art-fed4997cd5aa4d77b403dc3067c65fe4 |
| institution | OA Journals |
| issn | 1664-1078 |
| language | English |
| publishDate | 2025-04-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Psychology |
| spelling | doaj-art-fed4997cd5aa4d77b403dc3067c65fe42025-08-20T02:26:05ZengFrontiers Media S.A.Frontiers in Psychology1664-10782025-04-011610.3389/fpsyg.2025.14377361437736Empowering leadership and frontline employees’ emotional labor: the mediation effects of job passionPengfei ChengLinfei ZhouTong LiuNa GeInstructionIn order to deliver superior service experience to customers, frontline employees must regulate their emotional expressions during service encounters. This study examines how empowering leadership influences emotional labor (deep acting and surface acting) through the mediating role of job passion.MethodsUsing data of 1,040 frontline employees across three service industries, the proposed mediating model was tested.ResultsThe findings revealed that: empowering leadership predicted deep acting and reduced surface acting. Job passion mediated the relationship between empowering leadership and emotional labor. Specifically, empowering leadership influenced surface acting only through obsessive passion. Empowering leadership had a “double-edged” effect on deep acting, operating through both harmonious and obsessive passion simultaneously.DiscussionThis study highlights the mediating role of job passion in translating empowering leadership into emotional labor strategies. The findings help service organizations refine leadership strategies to enhance emotional regulation in frontline service roles.https://www.frontiersin.org/articles/10.3389/fpsyg.2025.1437736/fullempowering leadershipjob passionfrontline employeedeep actingsurface acting |
| spellingShingle | Pengfei Cheng Linfei Zhou Tong Liu Na Ge Empowering leadership and frontline employees’ emotional labor: the mediation effects of job passion Frontiers in Psychology empowering leadership job passion frontline employee deep acting surface acting |
| title | Empowering leadership and frontline employees’ emotional labor: the mediation effects of job passion |
| title_full | Empowering leadership and frontline employees’ emotional labor: the mediation effects of job passion |
| title_fullStr | Empowering leadership and frontline employees’ emotional labor: the mediation effects of job passion |
| title_full_unstemmed | Empowering leadership and frontline employees’ emotional labor: the mediation effects of job passion |
| title_short | Empowering leadership and frontline employees’ emotional labor: the mediation effects of job passion |
| title_sort | empowering leadership and frontline employees emotional labor the mediation effects of job passion |
| topic | empowering leadership job passion frontline employee deep acting surface acting |
| url | https://www.frontiersin.org/articles/10.3389/fpsyg.2025.1437736/full |
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