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Emotional Labor Strategies, Emotional Exhaustion, and Turnover Intention: An Empirical Study of Chinese Hotel Employees

Lv, Qin, Xu, Shi and Ji, Hui (2012) Emotional Labor Strategies, Emotional Exhaustion, and Turnover Intention: An Empirical Study of Chinese Hotel Employees Journal of Human Resources in Hospitality & Tourism, 11 (2). pp. 87-105.

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Abstract

In this research the authors investigate the relationship among emotional labor strategies, emotional exhaustion, and turnover intention, specifically in the hospitality industry. The sample comes from hotel employees in China. The conclusions obtained by the authors are: (1) Surface acting positively influences emotional exhaustion; deep acting negatively influences emotional exhaustion; automatic emotional regulation, however, has little significance on emotional exhaustion. (2) Emotional exhaustion positively influences turnover intention. (3) Emotional labor strategies influence turnover intention through the role of emotional exhaustion. Implications and suggestions for human resource management practice are discussed in the study.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
NameEmailORCID
Lv, Qin
Xu, Shis.xu@surrey.ac.uk
Ji, Hui
Date : 12 April 2012
DOI : 10.1080/15332845.2012.648837
Uncontrolled Keywords : Surface acting; Deep acting; Automatic emotional regulation; Emotional exhaustion; Turnover intention; Hotel employee(s)
Depositing User : Clive Harris
Date Deposited : 05 May 2020 15:40
Last Modified : 05 May 2020 15:40
URI: http://epubs.surrey.ac.uk/id/eprint/855455

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