How does customer affiliative behaviour shape the outcomes of employee emotion regulation? A daily diary study of supermarket checkout operators
通过49名超市收银员的日记和绩效记录，研究了顾客亲和行为（如微笑、简短交谈）如何作为中介和调节变量影响员工情绪调节（表面表演、深层表演）与情绪耗竭、任务绩效的关系。
Few studies have examined how customer behaviour shapes the outcomes of employees’ emotion regulation. Drawing on existing literature, this article tests two alternative models of customer affiliative behaviour (e.g. smiling, engaging in short conversation), employee emotion regulation (surface acting, deep acting) and employee outcomes (emotional exhaustion, objective task performance). In one model, customer affiliative behaviour is a mechanism that mediates the relationship between employee emotion regulation and outcomes, and in the other model customer affiliative behaviour moderates this relationship. The models were tested on data drawn from a daily diary study of 49 supermarket checkout operators and store performance records. The findings from multilevel analyses make a significant contribution to understanding how a key part of the social context during service interactions (i.e. customer affiliative behaviour) is a mechanism and moderator of employee emotion regulation. Results show that the effects of deep and surface acting on employee well-being are mediated by customer affiliative behaviour, and that relationship between surface acting and task performance is mediated by customer affiliative behaviour and emotional exhaustion. In addition, customer affiliative behaviour moderated the relationship between deep acting and emotional exhaustion, and the indirect effect of deep acting on task performance through emotional exhaustion.