Abstract:

With the increasing importance of customer service in sustaining competitive advantage, one of the challenges for the organizations is how to motivate their employees to perform the desired emotional labor behaviors during their interaction with customers. The purpose of this study is to determine the mediating role of organizational identification in the relationship between perceived organizational support and emotional labor from a social exchange and social identity perspective. Data was collected from 259 restaurant staff working in Grand National Assembly of Turkey through a questionnaire prepared with quantitative research design. Hypothesis are tested with structural equation modeling analysis. According to the research findings, the perceived organizational support has a positive and significant effect on deep acting and genuine acting, while its effect on surface acting is insignificant. However, organizational identification has a full mediating effect in the relationship between perceived organizational support and deep acting as well as perceived organizational support and genuine acting. Key Words: Perceived Organizational Support, Organizational Identification, Emotional Labor, Surface Acting, Deep Acting, Genuine Acting JEL Classification: D23, L20, M10

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