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Antecedents and Outcomes of Emotional Labour in Hospitality and Tourism: A Meta-Analysis

Xu, Tracy, Cao, Zheng and Huo, Yuanyuan (2020) Antecedents and Outcomes of Emotional Labour in Hospitality and Tourism: A Meta-Analysis Tourism Management.

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Abstract

This paper meta-analytically investigates a theoretical framework of emotional labour and its antecedents and outcomes in the hospitality and tourism literature with 57 correlation matrices from published journal papers. Adopting the psychometric meta-analytical methods and meta-structural equation modelling (meta-SEM) methods, the study finds that emotional labour is related to antecedents including personality, emotional intelligence, customer orientation, social support and display rules, as well as related to attitudinal, behavioural, and customer-related outcomes. In addition, strain mediates the relations between emotional labour and its outcomes. This paper is the first meta-analysis on the relations between emotional labour and the antecedents and outcomes in hospitality and tourism management.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
NameEmailORCID
Xu, Tracys.xu@surrey.ac.uk
Cao, Zheng
Huo, Yuanyuany.huo@surrey.ac.uk
Date : 10 February 2020
Uncontrolled Keywords : meta-analysis; emotional labour; antecedents; outcomes; strain.
Depositing User : James Marshall
Date Deposited : 10 Feb 2020 15:35
Last Modified : 10 Feb 2020 15:35
URI: http://epubs.surrey.ac.uk/id/eprint/853708

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