Khan Muhammad Aamir Shafique, Du Jianguo, Anwar Farooq, Khan Hira Salah Ud Din, Shahzad Fakhar, Qalati Sikandar Ali
School of Management, Jiangsu University, Zhenjiang, Jiangsu, People's Republic of China.
Lahore Business School, University of Lahore, Lahore, Punjab, Pakistan.
Psychol Res Behav Manag. 2021 Jan 19;14:61-75. doi: 10.2147/PRBM.S277850. eCollection 2021.
Corporate social responsibility (CSR) is emerging as a relevant subject in the business world and in the field of management research. Therefore, the current study incorporates classifications often used in organizational level CSR research that distinguish social responsibility relevant to its focus (internal and external), in proposing diverse routes that link various CSR practices (ie, internal and external) to employees' choice of emotional labor strategy (ie, via perceived organizational support and perceived external prestige).
Data were collected from front-line employees of banks operating in Pakistan. Due to the study's focus on front-line employees, other personnel were excluded for data collection. We collected data through a self-administered questionnaire. The structural equation model (SEM) was employed on 376 valid responses using Smart-PLS3 to test the study hypotheses.
After the analysis, we found satisfactory results for the fitness of both measurement and satisfactory models. Moreover, the results strongly support our proposed theoretical framework, and all proposed hypotheses were accepted.
This study confirms that the perception of external prestige is a strong predictor of employees' emotions and relevant behaviors. Moreover, this study discusses under the light of social exchange theory that perceived organizational support strongly predicts employees' emotional labor, which diminishes the myth that prestige is the only factor to influence employees' emotions in the workplace. Moreover, this study negates the findings of Anwar et al that perceived external prestige does not have a significant negative effect on surface acting. It provides an insight not only for managers and researchers but also for society, especially in an Eastern workplace setting like Pakistan's banking sector.
企业社会责任（CSR）正在成为商业世界和管理研究领域中一个相关的主题。因此，本研究纳入了组织层面企业社会责任研究中常用的分类，这些分类根据其关注重点（内部和外部）来区分社会责任，提出了将各种企业社会责任实践（即内部和外部）与员工对情绪劳动策略的选择联系起来的不同途径（即通过感知到的组织支持和感知到的外部声誉）。
数据收集自巴基斯坦运营银行的一线员工。由于该研究关注一线员工，因此在数据收集时排除了其他人员。我们通过自填式问卷收集数据。使用Smart-PLS3对376份有效回复采用结构方程模型（SEM）来检验研究假设。
经过分析，我们发现测量模型和结构模型的拟合度都得到了令人满意的结果。此外，结果有力地支持了我们提出的理论框架，所有提出的假设都被接受。
本研究证实，对外部声誉的感知是员工情绪和相关行为的有力预测指标。此外，本研究根据社会交换理论进行讨论，认为感知到的组织支持强烈预测员工的情绪劳动，这打破了声誉是影响员工在工作场所情绪的唯一因素这一神话。此外，本研究否定了安瓦尔等人的研究结果，即感知到的外部声誉对表面行为没有显著的负面影响。它不仅为管理者和研究人员提供了见解，也为社会提供了见解，特别是在像巴基斯坦银行业这样的东方工作场所环境中。
