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Perceived Organizational Support as a Moderator of Emotional Labor/Outcomes Relationships


Allison B. Duke, Department of Management, College of Business, Lipscomb University, One University Park Drive, Nashville, TN 37204-3951. E-mail:


The current study investigates the interactive effects of perceptions of organizational support on 2 emotional labor outcomes: job satisfaction and job performance. A sample of 2 retail service firms (n = 338) supported the moderating effect of perceived organizational support (POS) on the emotional labor/outcomes relationships. POS attenuated the negative effects of the emotional labor/job satisfaction and emotional labor/performance relationships. Implications of these results, strengths and limitations of the current study, and directions for future research are discussed.

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