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

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.