The influence of occupational commitment on emotional labour

This study examined the relationship between emotional labour and performance. Emotional labour is referred to as the management of feelings through surface and deep acting for purposes of remuneration. Occupational commitment is proposed as a potential moderator in the relationship between emotional labour and performance. In gathering evidence for the present investigation, 578 responses received from tourism and hospitality industry service employees were analysed to test the proposed relationships. The results show that it is surface acting, rather than deep acting which relates positively to task performance. Testing of moderation indicates that affective and continuance occupational commitments increase performance outcomes by facilitating the implementation of emotional labour strategy. Implications of the findings are presented at the end of this paper.