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Chinese hotel employees in the smiling masks: roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance

Chen, Z, Sun, H, Lam, W, Hu, Q, Huo, Y and Zhong, J-A (2012) Chinese hotel employees in the smiling masks: roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance International Journal of Human Resource Management, 23 (4). pp. 826-845.

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Abstract

Using survey data obtained from 206 frontline hotel employees (Study 1) and 111 employee–supervisor dyads (Study 2), we examined how the emotional labor of hotel employees was associated with affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and work performance. We further found that supervisory support moderated the relationships between emotional labor and job satisfaction and burnout.

Item Type: Article
Subjects : Management
Divisions : Faculty of Arts and Social Sciences > Surrey Business School
Authors :
AuthorsEmailORCID
Chen, ZUNSPECIFIEDUNSPECIFIED
Sun, HUNSPECIFIEDUNSPECIFIED
Lam, WUNSPECIFIEDUNSPECIFIED
Hu, QUNSPECIFIEDUNSPECIFIED
Huo, YUNSPECIFIEDUNSPECIFIED
Zhong, J-AUNSPECIFIEDUNSPECIFIED
Date : February 2012
Identification Number : https://doi.org/10.1080/09585192.2011.579918
Copyright Disclaimer : © 2012 Taylor & Francis. This is an Accepted Manuscript of an article published by Taylor & Francis in International Journal of Human Resource Management on 08 Jul 2011, available online: http://www.tandfonline.com/doi/abs/10.1080/09585192.2011.579918
Uncontrolled Keywords : Burnout, Cognitive dissonance, Emotional labor, Job satisfaction, Supervisory support
Depositing User : Symplectic Elements
Date Deposited : 02 Dec 2016 15:05
Last Modified : 02 Dec 2016 15:05
URI: http://epubs.surrey.ac.uk/id/eprint/813024

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