Emotional Toll of Surface Acting on Workplace Interactions in Service Settings: Does Turnover Intention Fan the Flame?

Abstract

Flight attendants often feign emotions (surface acting) to meet role expectations, which is linked to increased exhaustion. This reduces their involvement in workplace social exchanges (Leader–Member Exchange (LMX), Team–Member Exchange (TMX)). These patterns appear more pronounced among those with higher turnover intentions. The study explored these dynamics using Cognitive Dissonance, Conservation of Resources and Social Exchange theories, testing understudied relationships and the connection between quitting intentions and workplace social dynamics. Using non-probability sampling, survey data from 200 flight attendants of five airlines registered in Pakistan were analysed, revealing a 14.8% higher level of exhaustion among those who reported greater use of surface acting. This exhaustion was linked to reduced LMX (75.1%) and TMX (47.7%). The analysis also suggested emotional exhaustion’s possible mediating role in both LMX and TMX pathways, with noteworthy moderated-mediation effects in the model emphasising the importance of supporting employee well-being and addressing turnover intentions.

Keywords

Surface acting emotional exhaustion LMX TMX turnover intentions

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