Does psychological capital make employees more fit to smile? The moderating role of customer-caused stressors in view of JD-R theory

This study draws on job demand-resource theory to examine the indirect effect of psychological capital (PsyCap) on emotional displays (i.e., positive affective delivery and breaking character) via emotional demands–abilities (ED–A) fit. The moderating effect of customer-related social stressors (CSS) was further assessed. 209 matched responses from airline frontline ground staff and their supervisors indicated that ED–A fit mediated the relationship between PsyCap and positive affective delivery. CSS amplified the relationship between ED–A fit and positive affective delivery. An analysis of moderated mediating effect indicated that the indirect effect of PsyCap on positive affective delivery via ED–A fit was stronger when CSS was high rather than when it was low. Finally, we discuss the implications of these findings, as well as limitations and avenues for future research.