Emotion Regulation and Service Organizational Citizenship Behaviors: Moderating Role of Gender

DOI

10.2991/piceeba-18.2018.63How to use a DOI?

Keywords

deep acting, surface acting, gender, service-oriented organizational citizenship behavior.

Abstract

The purpose of this study is to examine the direct effect of emotion regulation (deep acting and surface acting) on service-oriented organizational citizenship behavior (SO-OCB), and to test for the moderating effect of gender on the relationship between emotion regulation and SO-OCB. The subjects of this study were the frontline service employee at the four-star hotels in Padang, West Sumatera, including personnel at front desks, in service centers, in housekeeping, and in restaurants. For data analyses, a series of hierarchical moderated regression analyses with a method of sub group were employed. The study finds that deep acting and surface acting significantly affects SO-OCB. Gender moderated the relationship between deep acting and SO-OCB. Male moderated the relationship between surface acting and SO-OCB, but female did not moderate the relationship between surface acting and SO-OCB.

Copyright

© 2018, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Syahrizal Syahrizal
AU  - Ayu Wahdania
PY  - 2018/07
DA  - 2018/07
TI  - Emotion Regulation and Service Organizational Citizenship Behaviors: Moderating Role of Gender
BT  - Proceedings of the First Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2018)
PB  - Atlantis Press
SP  - 489
EP  - 495
SN  - 2352-5428
UR  - https://doi.org/10.2991/piceeba-18.2018.63
DO  - 10.2991/piceeba-18.2018.63
ID  - Syahrizal2018/07
ER  -