The Influence of Positive Emotions on Job Satisfaction and Performance -Customer Service Employees’

Customer Service Employees’ Self-Esteem and Subjective Wellbeing

Abstract

This study examined how customer service employees’ positive emotions, specifically self-esteem and subjective well-being, may moderate the declining propensities of job satisfaction and job performance in the workplace following psychological contract violation (PCV). 200 Japanese customer service employees completed the online questionnaire. The mediated moderation model revealed that even when employees perceive a PCV as a predictor of burnout, they may work with high self-esteem and subjective well-being, thereby avoiding a decrease in job satisfaction and job performance propensities. Psychological contracts, which are reciprocal employment obligations developed during and after recruitment, are frequently violated in organizations. According to Robinson and Rousseau (1994), 54.8% of MBA graduates reported that their employers had breached these contracts. Violations generate distrust toward their employer, lower job satisfaction, reduce job performance, and increase the likelihood of quitting the job. Finally, this study found that even when employees perceive a PCV in the workplace, they can maintain high self-esteem and subjective well-being, thereby preventing a decline in job satisfaction and performance. This study suggests that emotionally skilled employees with higher self-esteem and greater subjective well-being may be better equipped to cope with their stressful working environment and relationships and recover from potential burnout.