Exploring the interplay of emotional labor, organizational identification and citizenship behavior: The moderating influence of Type A and B personalities among healthcare workers

Purpose – The primary objective of this research is to examine the mediating role of emotional labor in the relationship between organizational identification and organizational citizenship behavior (OCB). Additionally, the study explores how personality traits – specifically Type A and Type B personalities – moderate the mediated relationship. The research aims to provide a deeper understanding of how emotional and psychological factors interact to influence employee behavior in healthcare settings, offering practical implications for improving organizational efficiency and employee engagement. Design/methodology/approach – This study was conducted using a quantitative research methodology. Data were collected through structured surveys from 433 healthcare professionals employed in hospitals and healthcare institutions. The scales used for data collection were validated and widely recognized in previous studies. Statistical analyses were performed using SPSS, AMOS and SMART PLS software. Analytical techniques included confirmatory factor analysis, reliability testing, correlation analysis, mediation analysis and moderated mediation analysis. Furthermore, the PROCESS macro with bootstrap sampling was employed to analyze the moderation effects. This comprehensive approach ensured the robustness and validity of the findings. Findings – Organizational identification has a significant and positive impact on both organizational citizenship behavior and emotional labor. Emotional labor acts as a mediator between organizational identification and organizational citizenship behavior, demonstrating that the psychological effort to align emotional displays with organizational expectations strengthens employees’ citizenship behaviors. Individuals with Type A personalities, characterized by competitiveness and high achievement orientation, exhibit stronger engagement in emotional labor and higher citizenship behavior. Type B personality traits, associated with a more relaxed and less competitive demeanor, display a weaker mediation effect. These findings emphasize the dynamic interplay between organizational, emotional and individual factors in shaping employee behaviors. Originality/value – This study contributes novel insights to organizational behavior literature by integrating emotional labor and personality traits as key variables in understanding the relationship between organizational identification and citizenship behavior. Unlike prior studies, this research highlights the moderating influence of Type A and Type B personality traits in this mediated relationship. The findings provide actionable insights for organizations, particularly in the healthcare sector, to develop strategies for enhancing employee engagement, fostering emotional resilience and promoting organizational citizenship behaviors. This unique focus on personality traits as moderators offers practical applications for tailoring management interventions based on individual differences. © Emerald Publishing Limited