The mediation effect of emotional labor between customer orientation and posttraumatic growth

Purpose: This study aimed to identify the mediating effect of emotional labor in the relationship between customer orientation and posttraumatic growth among Korean emergency nurses. Method: A cross-sectional study design was used. Participants were 135 registered nurses working in the emergency room of four tertiary hospitals in Korea. Data were collected through convenience sampling using self-reported questionnaires. Data were analyzed using hierarchical regression and Sobel test. Results: Customer orientation was positively associated with posttraumatic growth and emotional modulation efforts in profession. Emotional modulation efforts mediated the relationship between customer orientation and posttraumatic growth. Conclusion: The findings provide evidence for emotional modulation efforts in profession as a factor that buffer effects of customer orientation on posttraumatic growth.