Managing emotional labor for service quality: A cross-level analysis among hotel employees |
| |
| Affiliation: | 1. School of Hospitality Leadership, East Carolina University, RW 306 Rivers Building, Greenville, NC 27858-4353, USA;1. Ningbo University-University of Angers Joint Institute/Sino-European Institute of Tourism and Culture, Ningbo University, Ningbo, 315201, China;2. Business School, Sichuan University, No. 29 Wangjiang Road, Chengdu, 610064, China;3. School of Business Administration, Guangdong University of Finance & Economics, Guangzhou, 510320, China;1. Dedman School of Hospitality, Florida State University, B4116 University Center, 288 Champions Way, Tallahassee, FL 32306, USA;2. Faculty of International Tourism and Management, City University of Macau, Avenida Padre Tomás Pereira (N402), Taipa, Macau;3. International Center for Hospitality Research & Development, Dedman School of Hospitality, Florida State University, B4116 University Center, 288 Champions Way, Tallahassee, FL 32306, USA;1. Department of Hotel and Tourism Management, Ben-Gurion University of the Negev, Eilat Campus, P.O. Box 653, Beer-Sheva 84105, Israel;2. Department of Hotel and Tourism Management, Guilford Glazer Faculty of Business and Management, Ben-Gurion University of the Negev, P.O. Box 653, Beer-Sheva 84105, Israel |
| |
| Abstract: | This study aims is to unify the concepts of emotional labor and service quality on the basis of job demands–resources theory, which is associated with engagement and burnout in working environments. This study draws upon a sample of data on 863 subordinate–supervisor dyads in 92 service teams at 46 international tourist hotels. The results of hierarchical linear modeling showed that emotional deep acting is positively related to work engagement and eventually leads to a high level of service quality. Conversely, emotional surface acting is positively related to work burnout and ultimately causes a low level of service quality. In addition, this study found cross-level interactions between perceived organizational support (POS) and abusive supervision on the relationships among emotional labor, engagement, burnout, and service quality. The positive effects of deep acting on work engagement and service quality were found to be significantly higher for the moderating effects of POS. However, the negative effects of surface acting on work burnout and service quality were found to be significantly higher for the moderating effects of abusive supervision. Finally, the theoretical and practical implications of this study for the hospitality industry are also discussed. |
| |
| Keywords: | JD-R theory Emotional labor Service quality HLM |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
