LAUSR

The aim of the study was to verify whether the frequency of face-to-face interactions with the public at work can reveal differences in how people react to emotional regulation demands. In particular, we investigated the mediating role of surface acting (a strategy of dealing with emotional dissonance) in the relationship between two typical job stressors (workload and mental load) and two outcomes closely related to work-related well-being: employees’ general health and the need for recovery. Prior studies investigating the detrimental effects of emotional dissonance mostly focused on service workers. However, in light of a survey conducted by the European Agency for Safety and Health at Work (2016) highlighting the growing psycho-social risk constituted by intense human interactions in the workplaces, even in unexpected categories of workers, we hypothesize that emotional demands may also be a concern for those who do not specifically interface with clients as part of their job duties. The results of the multi-group analysis of front-office (N = 734) and back-office (N = 436) Italian workers showed that surface acting fully mediates the relationship between workload and general health among back-office workers, while it only partially mediates this relationship among front-office workers. Furthermore, surface acting is positively associated with the need for recovery and negatively with general health, with higher values for back-office workers. The findings support the hypothesis that the emotional demands are not only a service worker issue and highlight the need to address emotional regulation strategies to enhance the quality of life in and outside the workplace for all employees.