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Explaining the Link Between Emotional Labor and Turnover Intentions: The Role of In-Depth Communication

Xu, Shi, Martinez, Larry R. and Lv, Qin (2017) Explaining the Link Between Emotional Labor and Turnover Intentions: The Role of In-Depth Communication International Journal of Hospitality & Tourism Administration, 18 (3). pp. 288-306.

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Abstract

This study investigates the relationships between three different emotional labor strategies (surface acting, deep acting, and genuine emotions) and turnover intentions and introduces the role of in-depth communication with colleagues as a potential moderator. This study was administered to employees in four Chinese hotel companies. Frontline employees were asked to participate in the survey and 216 valid responses were obtained for data analysis. The results showed that surface acting and deep acting were associated with turnover intentions, and in-depth communication with colleagues moderated the relation between deep acting and turnover intentions. Although there was not a direct effect of genuine emotions on turnover intentions, in-depth communication was a significant moderator of this relation. These findings extend previous literature by demonstrating the role of in-depth communication in shaping employees’ retention.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > School of Hospitality and Tourism Management
Authors :
NameEmailORCID
Xu, Shis.xu@surrey.ac.uk
Martinez, Larry R.
Lv, Qin
Date : 27 January 2017
DOI : 10.1080/15256480.2016.1276003
Uncontrolled Keywords : Emotional labor; In-depth communication; Turnover intentions
Depositing User : Clive Harris
Date Deposited : 05 May 2020 17:59
Last Modified : 05 May 2020 17:59
URI: http://epubs.surrey.ac.uk/id/eprint/855463

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