Table 4.

Effects of predictor variables in the modified model

Endogenous variables	Exogenous variables	β	SE	t	Direct effect (p)	Indirect effect (p)	Total effect (p)
Work engagement	Deep acting	0.27	0.05	5.42*	0.27 (0.005)		0.27 (0.005)
	Surface acting	−0.19	0.04	−3.83*	−0.19 (0.004)		−0.19 (0.004)
Work burnout	Deep acting	−0.13	0.06	−2.67*	−0.13 (0.005)		−0.13 (0.005)
	Surface acting	0.28	0.04	5.71*	0.28 (0.006)		0.28 (0.006)
Service delivery	Work engagement	0.44	0.04	7.49*	0.44 (0.003)		0.44 (0.003)
	Work burnout	0.01	0.03	−0.01	0.01 (0.979)		0.01 (0.979)
	Deep acting	0.23	0.03	5.18*	0.23 (0.003)	0.12 (0.005)	0.34 (0.003)
Customer orientation	Surface acting	−0.06	0.02	−1.34	−0.06 (0.171)	−0.08 (0.003)	−0.14 (0.006)
	Work engagement	0.42	0.04	8.57*	0.42 (0.002)	0.15 (0.004)	0.57 (0.002)
	Work burnout	−0.07	0.03	−1.61	−0.07 (0.145)	0.01 (0.979)	−0.080 (0.147)
	Deep acting	0.15	0.03	4.19*	0.15 (0.004)	0.22 (0.005)	0.37 (0.008)
	Surface acting	−0.04	−0.02	−1.25	−0.06 (0.295)	−0.14 (0.003)	−0.15 (0.004)

AGFI, adjusted goodness of fit index; CFI, comparative fit index; GFI, goodness of fit index; NFI, normed fit index; RMESA, root mean square error of approximation; RMRS, root mean square residual; β, standardized regression weights; SE, standardized error.

Model fit: χ² = 378.78, p < 0.001, χ²/d.f = 2.77, GFI = 0.93, AGFI = 0.89, NFI = 0.92, CFI = 0.94, RMSEA = 0.06.

*p < 0.05.