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Asia Pacific Journal of Management

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01.06.2014

Display rule perceptions and job performance in a Chinese retail firm: The moderating role of employees’ affect at work

verfasst von: Catherine K. Lam, Frank Walter, Kan Ouyang

Erschienen in: Asia Pacific Journal of Management | Ausgabe 2/2014

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Abstract

This study investigates the relationship between emotional display rule perceptions and job performance. Building on theories of emotional labor and ego-depletion, we cast employees’ positive and negative affective states at work as crucial moderators. Results obtained in a sample of 245 frontline service employees and their 63 immediate supervisors from a retail firm in China demonstrate that display rule perceptions were positively related with task and contextual performance among employees experiencing little positive affective states at work, but not among employees experiencing highly positive affect. Moreover, display rule perceptions were positively associated with one aspect of contextual performance (voluntary learning) among employees with little negative affect, whereas highly negative affect buffered this linkage. Taken together, this study highlights performance consequences of employees’ display rule perceptions and uncovers key boundary conditions for these relationships.

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Some service occupations (e.g., bill collectors, funeral directors) require expression of negative feelings (Rafaeli & Sutton, 1987; Sutton, 1991). We will address this point in the Discussion section.

We examined whether display rule perceptions might reflect a store-level variable. There was no significant Level-2 variance, however (ICC1 = .02, ns). Hence, consistent with previous research treating display rule perceptions as an individual-level phenomenon (e.g., Diefendorff & Richard, 2003; Schaubroeck & Jones, 2000), aggregation to the store level was not justified.

Possible three-way interactions of display rule perceptions, negative affect, and positive affect were not significant.

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Titel: Display rule perceptions and job performance in a Chinese retail firm: The moderating role of employees’ affect at work
verfasst von: Catherine K. Lam
Frank Walter
Kan Ouyang
Publikationsdatum: 01.06.2014
Verlag: Springer US
Erschienen in: Asia Pacific Journal of Management / Ausgabe 2/2014
Print ISSN: 0217-4561
Elektronische ISSN: 1572-9958
DOI: https://doi.org/10.1007/s10490-013-9348-6

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