Exploring the relationship between the emotional labor and performance in the Jordanian insurance industry

The present study explores the relationship between emotional labor and employee performance. Specifically, this research analyses whether human resource practices, such as service training, can moderate the effect of emotional labor on the performance of employees. We collected data from 26 insurance companies in Jordan. Random Sampling technique was used in this study. A total of 291 valid paired questionnaires were obtained from employees. To test the hypotheses, we conducted multiple regression analyses using SPSS 21.0. Results indicated the negative relationship of surface acting with the performance of employees and job satisfaction. Deep acting has a positive relationship with the performance of employees but exhibits a negative relationship with job satisfaction. Additionally, service training mediated the relationship between emotional labor and the performance of employees. The perspective of customer services and theories on emotional labor were used to discuss the theoretical and practical implications of this research.