This article aims to test a model linking service climate to the frequency of expression
of positive emotions by frontline employees. We propose that burnout and engagement
at work mediate the relationship between service climate and the expression
of positive emotions. Service climate impacts negatively on burnout and positively
on engagement; in turn, burnout and engagement are significantly related to the
frequency of expression of positive emotions. This model was tested both at the
individual and work-unit levels. In addition, it was compared with a direct model
that proposes an additional direct link from service climate to frontline employees’
positive emotions. Models were tested through structural equation modeling.
The sample consisted of 508 frontline employees working in 151 work-groups. At
the individual level, results confirmed the mediating role of engagement in the
relationship between service climate and the expression of frontline employees’
positive emotions. At the work-unit level, both burnout and engagement mediated
the relationship between service climate and positive emotions. Engagement was
the most important direct predictor of the display of positive emotions, both at the
individual and work-unit levels.
Authors
Carrasco, Hugo
Martínez-Tur, Vicente
Peiró, José María
García-Buades, Esther
Moliner, Carolina
Other Author(s)
Universidade de Coimbra. Faculdade de Psicologia e de Ciências da Educação (ed. lit.)
Keywords
burnout,
emoções,
engagement,
trabalhadores de frontline,
clima de serviço,
emotions,
frontline employees,
service climate
