Challenge-hindrance stressors and service employees job outcomes

Muhammad farrukh Moin*, Paola Spagnoli, Ali Nawaz Khan, Zahid Hameed

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

12 Citations (Scopus)


Building on cognitive appraisal theory of stress, we examined the direct relationship between the emotional labor strategies of employees (i.e., surface and deep acting) and outcomes (i.e., psychological strain and creativity). In addition, we investigated the indirect relationship between emotional labor strategies and outcomes via job stressors (i.e., challenge and hindrance stressors). We collected time-lagged data from service sector employees in Italy and tested the data using path analysis. We found that surface acting predicted psychological strain and creativity, and the indirect relationship between surface acting and outcomes via hindrance stressor was significant. Whereas, deep acting predicted psychological strain but not creativity and the indirect relationship between deep acting and psychological strain via challenge stressor was significant. Our data failed to support the indirect association between deep acting and creativity. Our study highlighted that emotion regulation strategies of employees were related to challenge and hindrance stressors and thus underlines that employees should carefully manage their emotional displays at work. Implications and future research directions are discussed.
Original languageEnglish
Pages (from-to)24623–24634
Number of pages12
JournalCurrent Psychology
Issue number28
Early online date10 Aug 2022
Publication statusPublished - 1 Oct 2023
Externally publishedYes

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