1. Introduction
With the growth of the service industry, emotional labor and its consequences among front-line service employees have been receiving a lot of attention in the field of public mental health. Emotional labor is defined as the process by which workers have to control their feelings in accordance with the organizational demands and their occupational roles [
1,
2,
3]. Emotional labor seems to play a critical role in the development of mental health problems. Previous studies have reported the association of emotional labor with depression, suicidal thoughts, anxiety disorder, and somatization [
4,
5,
6,
7,
8,
9]. Additionally, a recent study investigated the effect of emotional labor on the symptoms of post-traumatic stress disorders (PTSD) among firefighters and found that emotional damage from emotional labor while on duty had a moderating effect on the association between recent traumatic exposure and the level of PTSD symptoms [
10].
There are two strategies of emotional labor: surface acting and deep acting. Deep acting indicates that employees try to create feeling that must be expressed, while surface acting refers to their merely putting on a mask [
11,
12]. When there was a discrepancy between felt emotions and displayed emotions, employees suffered from emotional dissonance, which is an important component of emotional labor [
11]. The previous findings showed that emotional dissonance is associated with burnout and mediates between the association between emotional labor and employees’ well-being [
13,
14]. Therefore, it is possible that emotional dissonance mediates the association of emotional labor with psychological distress.
The deleterious effect of emotional labor on mental health may be accelerated by work-related stress in an occupational environment. It has been known that work-related stress is an occupational hazard with a critical role in the development of mental disorder [
15,
16,
17,
18], as well as physical health problems [
19,
20,
21]. In the field of research on occupational stress, the Job Demand-Control-Support (JDCS) model predicts that social support can moderate the negative effect of high-strain (high demand-low control) jobs on the well-being of employees [
22]. According to the JDCS model, occupational support could moderate the association between emotional labor and mental health among employees who have to do high-strain emotional labor. In fact, previous research has reported that perceived organizational support influences employees’ performances during emotional labor and moderates the association of emotional labor with job satisfaction, performance, and emotional exhaustion [
23,
24,
25,
26]. Besides organizational support, a variety of stress factors at work, such as the demands of the job, organizational injustice, and discomfort in the occupational climate, may influence the consequences of emotional labor. However, few investigations have assessed whether occupational stress factors affect the association between emotional labor and psychological distress, including depression and anxiety, or find how this correlation occurs.
The aim of the current study is to investigate whether various components of occupational stress moderate the effects of emotional labor on the psychological distress including depression, anxiety, and stress among employees in service work. Based on the findings of previous studies and theoretical background, we hypothesized that emotional dissonance mediates the association of surface acting while having emotional labor with psychological distress and that occupational stress factors moderates the mediating effect.
4. Discussion
The current study investigated the relationship among emotional labor, occupational stress, and psychological distress using the moderated mediation analyses. The questions addressed by this study were whether emotional labor negatively influences mental health via emotional dissonance, and whether occupational stress factors moderates the negative effect of emotional labor on mental health. The main finding of the study was that emotional labor was related to psychological distress such as depression and anxiety when employees simulate emotions that are not actually felt (surface acting) and that the relationship was mediated by emotional dissonance which is the discrepancy between felt emotion and displayed emotion. Furthermore, we found that stress from an occupational environment moderated the mediating effect of emotional dissonance on the association between emotional labor and psychological distress. To the best of our knowledge, this is the first study to investigate the moderating role of occupational stress in the relationship between emotional labor and psychological distress among Korean service workers.
In this study, we obtained two findings about the association between emotional labor and psychological distress. First, surface acting was positively associated with psychological distress, while deep acting was not significantly related to psychological distress. Second, the effect of surface acting on psychological distress was mediated by emotional dissonance. It was repeatedly reported that there was the association of emotional labor with burnout and emotional exhaustion [
28,
33]. Moreover, a significant partial mediation role of emotional dissonance in the relationship between emotional labor and emotional exhaustion was revealed in a previous study [
34]. Our results incorporate and confirm the previous findings, and also include new findings that emotional labor influences mental health through the mediation of emotional dissonance. Also, the finding that surface acting was negatively associated with mental health is consistent with previous findings that there are more negative outcome associated with surface acting such as turnover intentions, withdrawal, and job dissatisfaction in comparison to surface acting [
35].
Furthermore, by using moderated mediation models, we found that the level of emotional labor has a positive association with the severity of psychological distress and that its effect on psychological distress varies according to the level of discomfort in the occupational climate. In KOSS-SF, which is the scale assessing occupational stress in this study, the discomfort in the occupational climate is defined as inconvenience caused by the degree of collectivism among workers, and it also may generate from dining out after work hours, inconsistency of job orders, an authoritarian culture, and gender discrimination [
27,
36]. Thus, the discomfort in occupational climate assessed in this study could be similar to the lack of organizational support which is perceived by employees in occupational environments. To our knowledge, our finding is the first to show the moderating effect of occupational stress on the negative association between emotional labor and mental health. This study suggests that alleviating discomfort in the occupational climate by constructing a less collectivistic work culture may make service workers less vulnerable to the psychological distress. Also, it suggests that the role of lower or middle managers in charge of these cultural factors seems to be important since subjective discomfort in the occupational climate may be different by the sub-cultures that make up the informal sector of the company.
In addition, we found that occupational stress factors such as high job demand, organizational injustice, lack of reward, as well as discomfort in organizational climate, were associated with mental health problems among call center employees. Occupational stress factors such as lack of support and discomfort in occupational stress have been found to be the risk factors for depression [
36]. Also, job strain, organizational injustice, and the imbalance between effort and rewards were found to be related to suicidal ideation among workers [
37]. According to the models for occupational stress factors, such as the demand-control-support model and the effort-reward imbalance model, high workload, lack of reward, and lack of organizational support could have a significant impact on psychological distress [
38]. Considering the previous findings and hypothetical models of occupational stress, our finding of significant main effects of various occupational stress factors on psychological distress were expected.
Limitations should be considered when generalizing the results of this study. First, the cross-sectional design of the study limited our ability to infer causal relationships among emotional labor, occupational stress factors, and psychological distress. Future studies need to employ a longitudinal approach to investigate the causal relationships among the risk factors and psychological distress among emotional laborers. Second, this study collected data from self-report assessments, which could be consisted of response bias that affected the results. In future studies, conducting standardized interviews of employees to determine the states of their mental health and occupational stress would be better option to provide more accurate and detailed information regarding the mental health problem among emotional laborers. More than 90% of the workers who participated in this study were women, which was indicative of the fact that mainly women are working in the customer service industry in South Korea. The findings of this study cannot be generalized to call centers that have larger percentages of male employees.