In 2 studies that draw from the social role theory of sex differences (A. H. Eagly, W. Wood, & A. B. Diekman, 2000), the authors investigated differences in agentic and communal characteristics in letters of recommendation for men and women for academic positions and whether such differences influenced selection decisions in academia. The results supported the hypotheses, indicating (a) that women were described as more communal and less agentic than men (Study 1) and (b) that communal characteristics have a negative relationship with hiring decisions in academia that are based on letters of recommendation (Study 2). Such results are particularly important because letters of recommendation continue to be heavily weighted and commonly used selection tools

Drawing from theory and research on perceived stigma (Pryor, Reeder, Yeadon, & Hesson-McInnis, 2004), attentional processes (Rinck & Becker, 2006), working memory (Baddeley & Hitch, 1974), and regulatory resources (Muraven & Baumeister, 2000), the authors examined discrimination against facially stigmatized applicants and the processes involved. In Study 1, 171 participants viewed a computer-mediated interview of an applicant who was facially stigmatized or not and who either did or did not acknowledge the stigma. The authors recorded participants' (a) time spent looking at the stigma (using eye tracker technology), (b) ratings of the applicant, (c) memory recall about the applicant, and (d) self-regulatory depletion. Results revealed that the participants with facially stigmatized applicants attended more to the cheek (i.e., where the stigma was placed), which led participants to recall fewer interview facts, which in turn led to lower applicant ratings. In addition, the participants with the stigmatized (vs. nonstigmatized) applicant depleted more regulatory resources. In Study 2, 38 managers conducted face-to-face interviews with either a facially stigmatized or nonstigmatized applicant, and then rated the applicant. Results revealed that managers who interviewed a facially stigmatized applicant (vs. a nonstigmatized applicant) rated the applicant lower, recalled less information about the interview, and depleted more self-regulatory resources.

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An organization’s forgiveness climate is pivotal in reducing negative and promoting positive consequences of errors, mistakes, or offenses in the workplace. This study examines the influence of a perceived forgiveness climate on learning behavior, job satisfaction, organizational commitment, and intention to leave. Using quantitative cross-sectional data collected from 128 hotel and lodging managers, Study 1 revealed that a perceived forgiveness climate was significantly positively related to learning behavior and job satisfaction. Furthermore, the results demonstrated the mediating effect of learning behavior between a perceived forgiveness climate and job satisfaction and intention to leave. Study 2 confirmed this finding using 187 hospitality management students who work as frontline employees in various hospitality organizations. A perceived forgiveness climate was again found to significantly influence learning behavior and intention to leave, as well as organizational commitment. The results also confirmed the mediating effect of learning behavior. The findings suggest that organizations should promote a climate of forgiveness to influence employee attitudes and behaviors.

Purpose The purpose of this paper is to provide an exhaustive review of emotional labor research from the hospitality and tourism literature by outlining the theories, the antecedents and the outcomes of emotional labor, as well as the underlying mechanisms (i.e. mediators and moderators) of emotional labor. Design/methodology/approach This study provides a qualitative and critical review of emotional labor research from the hospitality and tourism literature, providing insights into the trends and gaps in the literature. Findings The conservation of resources theory and affective event theory are the two most common theories in the reviewed literature. Emotional intelligence and personality are the most commonly investigated antecedents while burnout and job satisfaction are the most investigated outcomes of emotional labor. Stress and burnout are the most examined mediators of emotional labor and subsequent outcomes, such as commitment, turnover intentions and well-being. Moderators include leader-member exchange, job position, gender and climate of authenticity. Practical implications Four major gaps for research and practice are identified as follows: the lack of an overarching theoretical framework; inconsistency in how emotional labor is defined and measured; the vast majority of emotional labor studies are cross-sectional studies; and no research examines potential interventions to help service employees engage in effective emotional labor strategies. Originality/value This review offers a model providing a comprehensive framework that outlines the various antecedents, outcomes, mediators and moderators of emotional labor and corresponding theories for future research.