A predictive study of emotional labor and turnover
研究银行柜员的情绪劳动策略（深层扮演和表面扮演）如何通过情绪耗竭和离职意向影响实际离职行为，对管理者理解员工离职机制有参考价值。
Abstract The current study examined how the emotional labor strategies of deep acting and surface acting directly influence emotional exhaustion and turnover intentions, and indirectly impact actual turnover among a sample of bank tellers. Turnover data were collected from organizational records 6 months after participants responded to a survey that measured emotional labor strategies, emotional exhaustion, and turnover intentions. Results showed that turnover intentions mediated the relationship between deep acting and actual turnover. Additionally, surface acting had indirect effects on turnover through emotional exhaustion and turnover intentions. Copyright © 2009 John Wiley & Sons, Ltd.