Title: Emotional regulation strategies, eustress, and personal initiative-taking: evidence from frontline journalists

Authors: Juliet E. Ikhide; Oluwatobi A. Ogunmokun

Addresses: Department of Business Administration, Eastern Mediterranean University, Famagusta, Via Mersin 10, Turkey ' Rabat Business School, International University of Rabat, Rabat, Morocco

Abstract: Given the landscape of the service industry and the emotional challenge service employees' face, this study takes a novel approach to investigate the mediating effect of eustress on emotional regulation strategies (deep- and surface-acting), and personal initiative-taking behaviour. This study expands and contributes to the literature by proposing and testing a research model that demonstrates how the detrimental cognitive and physical effects of emotional labour can be managed. Service employees can, through a positive appraisal and experience of work stressors, counter the negative impact emotional labour has on initiative-taking. Data were collected through an e-mail survey from a sample of service employees in the media sector. The results, supported by the JD-R theoretical framework show very interesting findings that can help service employees deal with psychological resource loss, and enhance personal initiative-taking behaviours. Theoretical and practical implications of the findings are discussed, alongside suggestions for future studies.

Keywords: positive stress; service employees; cognitive resources; surface-acting; deep-acting.

DOI: 10.1504/IJWOE.2023.130235

International Journal of Work Organisation and Emotion, 2023 Vol.14 No.1, pp.24 - 44

Received: 27 Sep 2021
Accepted: 13 Mar 2022
Published online: 10 Apr 2023 *