Does Emotional Labor Mediate the Relationship Between Transformational Leadership Style and Service Recovery Performance

Abstract

This study aims to analyze the mediating role of emotional labor (EL) on the relationship between transformational leadership (TL) and service recovery performance (SRP). For this purpose, the primary data are gathered from 200 respondents who are currently working in service jobs that basically include interaction of customers in Pakistan. Reliability test and Barron and Kenny (1986) method are used to analyze the mediating role of EL on the relationship between TL and SRP. Results of this study shows that TL is positively (negatively) related to deep acting (surface acting) emotional labor strategy. Moreover, deep acting (surface acting) is positively (negatively) linked with SRP. The study concludes that EL mediates the relationship between TL and SRP.

Keywords: Emotional Labor, Service Recovery Performance, Transformational Leadership

DOI: 10.7176/JRDM/63-01

Publication date:March 31^st 2020