Organizational Dehumanization and Emotional Labor: A Cross-Cultural Comparison Between Vietnam and the United Kingdom

This study examined cross-cultural differences in the relationships between organizational dehumanization and both job satisfaction and turnover intentions through emotional labor (i.e., surface acting). In particular, we expected that power distance, that is, a critical value usually discussed as part of the national culture, would mitigate the deleterious effects of both organizational dehumanization and surface acting on job satisfaction and turnover intentions. Data were collected from employees in two countries that differ in power distance, namely Vietnam (N = 235) and the United Kingdom (N = 334). First, we found that perceptions to be dehumanized by one's organization were indirectly related to poor job satisfaction and more turnover intentions through surface acting, regardless of the country. Second, our results showed that the deleterious effects of both organizational dehumanization and surface acting on work-related outcomes were weaker in Vietnam (a high power distance country) than in the United Kingdom (a low power distance country). Theoretical and practical implications are discussed from the perspective of organizational dehumanization and emotional labor literature.