Cross-national validation of the resources depletion-recovery model: An empirical study of Spanish and British theme park employees

Surface acting (SA) refers to the strategy whereby front-line employees hide their own emotions and fake those required of them within their role within customer service transactions. Although researchers have associated SA with burnout, evidence now suggests that this could be an indirect relationship. Building on the Conservation of Resources theory, it was hypothesised that the combined effect of emotional effort and lack of rewarding interactions with customers triggered by SA would explain the strong association between SA and burnout (Studies 1 and 2). Furthermore, building on psychological recovery literature, it was hypothesised that the effort invested in SA would be a weaker predictor of front-line employees’ burnout in cases when they reported higher levels of recovery ability as opposed to lower levels (Study 2). A cross-national and cross-sectional design was used, and participants were theme park employees from UK (Study 1, NUK =204) and Spain (Study 2, NSpain=211). The explanatory role of emotional effort and rewarding interactions was supported, and the buffering effect of recovery ability was confirmed. Strategies aimed at minimising burnout risk for employees who deal with customers on a regular basis in these countries are discussed

Cross-cultural comparison of Spanish and British “service-with-a-smile” outcomes

PurposeEmployees working in the leisure service industry are required to show positive emotions when dealing with customers. However, empirical evidence confirms that faking emotions can lead to burnout. In contrast, employees that try to experience the emotions required by the role (i.e. deep acting (DA)) can lead to healthier outcomes. However, little is known about the process that underpins the link between DA and positive outcomes. Building on Côte’s social interaction model of emotion regulation and evidence linking customer satisfaction and DA, it was hypothesized that DA would be associated with employees’ self-actualization through customer interactions. This, in turn, was expected to explain the influence that DA has on relevant job attitudes (i.e. commitment, efficacy, turnover intentions). The model was tested in two countries with different emotional culture: Spain (i.e. impulsive) and the UK (i.e. institutional). Although UK was expected to report higher levels of effortful DA, the hypothesized process was expected to be the same. The paper aims to discuss these issues.Design/methodology/approachA cross-national design with theme park employees from Spain (n = 208) and UK (n = 204) was used. Hypotheses were tested with multigroup confirmatory factor analysis. FindingsThe relationship between job commitment and DA was mediated by self-actualization, and commitment partially explained the association between DA and professional efficacy in both countries. The impulsive-oriented country showed lower levels of DA and more positive job attitudes.Originality/valueIt is concluded that training employees to re-interpret costume

Development and cross-national validation of the Emotional Effort Scale (EEF)

Background: Researchers define Emotional Labour (EL) as the effort associated with meeting the emotional requirements of the job, yet nobody has ever directly tested this effort. Building on classic stress and ego depletion theory, this study develops the Emotional Effort Scale (EEF). Methods: In Study 1, exploratory (N = 197) and confirmatory factor analysis (N = 182) were conducted with a British sample. In Study 2, the instrument was adapted to Spanish and measurement invariance was tested (N = 304). In Study 3, (N = 185), we tested convergent and divergent validity with the EL strategies (i.e., surface acting and deep acting) and the relationship between EEF and emotional exhaustion. Results: The final scale is a two-dimensional measure (explicit and implicit emotional effort) with good reliability levels in all samples (N = 818). Additionally, it shows adequate convergent, divergent and nomological validity. Conclusions: The Emotional Effort construct adds unique value to the literature. Thus, explicit effort seems to be the mechanism that explains the association between EL and exhaustion. Additionally, this study adapts and translates the measure to two of the most used languages in the world, enabling the emergence of cross-national studies in the field of emotions at work

JMATING: a software for the analysis of sexual selection and sexual isolation effects from mating frequency data

BACKGROUND: Many different sexual isolation and sexual selection statistics have been proposed in the past. However, there is no available software that implements all these statistical estimators and their corresponding tests for the study of mating behaviour. RESULTS: JMATING is an easy-to-use program developed in Java for the analysis of mating frequency data to study sexual selection and sexual isolation effects from laboratory experiments as well as descriptive studies accomplished in the wild. The software allows the re-organization of the data previous to the analysis, the estimation of the most important estimators, and a battery of complementary statistical tests. CONCLUSION: JMATING is the first complete and versatile software for the analyses of mating frequency data. It is available at and requires the Java runtime environment

Contingency Manager for Icarus Simulated Integrated Scenario

Contingency analysis and reaction is a critical task to be carried out by any airplane to guarantee its safe operation in a non-segregated airspace. Pilot's reactions to any kind of incidences that may occur in-flight, like engine malfunctions, loss of electrical power, hydraulic failure, unexpected weather, etc, will determine the fate of the flight. Nowadays, contingency reactions are mainly driven by the airplane manufacturer, with pre-analyzed contingency scenarios covered in the airplane documentation, and by ICAO's rules as defined in the way flight plans should be prepared and landing alternatives implemented. Flight dispatching is the set of tasks related to flight preparation, such as load and balance, meteorology study and briefing, operational flight planning, contingency analysis and planning, etc. However, managing contingencies on a UAS is a much more complex problem basically due to the automated nature of the vehicle and the lack of situational awareness that pilot's in command should face. It is well known from the short history of UAS accidents that many of them are directly imputable to pilot errors when trying to manage an unexpected contingency. The project proposes to develop a Contingency Manager Service in the Icarus Simulated Platform. Also, it is part of this project to develop a Weather Simulator, Engine Simulator and an Electrical Simulator in order to generate contingency situations

Contingency Manager for Icarus Simulated Integrated Scenario

Contingency analysis and reaction is a critical task to be carried out by any airplane to guarantee its safe operation in a non-segregated airspace. Pilot's reactions to any kind of incidences that may occur in-flight, like engine malfunctions, loss of electrical power, hydraulic failure, unexpected weather, etc, will determine the fate of the flight. Nowadays, contingency reactions are mainly driven by the airplane manufacturer, with pre-analyzed contingency scenarios covered in the airplane documentation, and by ICAO's rules as defined in the way flight plans should be prepared and landing alternatives implemented. Flight dispatching is the set of tasks related to flight preparation, such as load and balance, meteorology study and briefing, operational flight planning, contingency analysis and planning, etc. However, managing contingencies on a UAS is a much more complex problem basically due to the automated nature of the vehicle and the lack of situational awareness that pilot's in command should face. It is well known from the short history of UAS accidents that many of them are directly imputable to pilot errors when trying to manage an unexpected contingency. The project proposes to develop a Contingency Manager Service in the Icarus Simulated Platform. Also, it is part of this project to develop a Weather Simulator, Engine Simulator and an Electrical Simulator in order to generate contingency situations

‘SGoFicance Trace’: Assessing Significance in High Dimensional Testing Problems

Recently, an exact binomial test called SGoF (Sequential Goodness-of-Fit) has been introduced as a new method for handling high dimensional testing problems. SGoF looks for statistical significance when comparing the amount of null hypotheses individually rejected at level γ = 0.05 with the expected amount under the intersection null, and then proceeds to declare a number of effects accordingly. SGoF detects an increasing proportion of true effects with the number of tests, unlike other methods for which the opposite is true. It is worth mentioning that the choice γ = 0.05 is not essential to the SGoF procedure, and more power may be reached at other values of γ depending on the situation. In this paper we enhance the possibilities of SGoF by letting the γ vary on the whole interval (0,1). In this way, we introduce the ‘SGoFicance Trace’ (from SGoF's significance trace), a graphical complement to SGoF which can help to make decisions in multiple-testing problems. A script has been written for the computation in R of the SGoFicance Trace. This script is available from the web site http://webs.uvigo.es/acraaj/SGoFicance.htm

Beyond deep and surface acting: perceived emotional effort in customer service roles

Emotional Labour (EL) is a central feature of customer service roles, which refers to the effort employees exert in order to manage the emotions required by their role. Despite the emphasis placed upon “effort”, the instruments developed to measure EL have been focused on the strategies “deep acting” (i.e. changing your own feelings to achieve the required display) and “surface acting” (i.e. changing only the outward display). The lack of consistent findings, however, reveals the limited explanatory power of deep and surface acting as predictors of employees’ well being. Initial evidence from qualitative studies has started to emerge and suggests that the effort employees perceive to perform EL could be a better predictor of employees’ well being. Based on these findings and building on relevant stress theory, we present the development and initial validation of the perceived emotional effort construct