Antecedents and outcomes of emotional labour in hospitality and tourism: A meta-analysis

Xu, Shi; Cao, Zheng; Huo, Yongzhong

doi:10.1016/j.tourman.2020.104099

Cited by 85 publications

(81 citation statements)

References 120 publications

(129 reference statements)

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“…Regarding moderating effects, although they face the circumstance of high stressors from role overload and role conflict, drivers with an extraversion trait tend to better deal with the stressors and mitigate the resultant emotional exhaustion. In line with previous studies [ 39 , 40 ], the main effect of neuroticism on emotional exhaustion is significantly positive, indicating drivers with higher neuroticism trait are more likely to experience emotional exhaustion. In addition, the moderating effects of neuroticism are found significantly negative.…”

Section: Discussionsupporting

confidence: 91%

“…Last but not least, our results provide insights into the moderating effects of personality on the relationship between job demands and emotional exhaustion. Extraversion and neuroticism, two key personality traits frequently concerned in frontline employee studies and treated as antecedents of stain [ 39 , 40 ], are examined their moderating effects on the links between job demands and emotional exhaustion. The main effect of extraversion on emotional exhaustion is negative as expected while insignificant.…”

Section: Discussionmentioning

confidence: 99%

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Taking a Closer Look at Bus Driver Emotional Exhaustion and Well-Being: Evidence from Taiwanese Urban Bus Drivers

Chen

Hsu

2020

Safety and Health at Work

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Background Urban bus drivers work under conditions that are among the most demanding, stressful, and unhealthy with higher rates of mortality and morbidity as well as absenteeism and turnover. Methods Drawing on the job demand-resource model, this study investigates the impacts of job characteristics on emotional exhaustion and the effects of emotional exhaustion on job outcomes (including job satisfaction, life satisfaction, organizational commitment, and turnover intention) in the context of bus drivers. Results Using self-reported survey data collected from a sample of 320 Taiwanese urban bus drivers, results reveal that role overload and work-family conflict (as job demand factors) positively relate to emotional exhaustion, and organizational support (as a job resource factor) is negatively associated with emotional exhaustion. Emotional exhaustion has negative effects on both job satisfaction and organizational commitment. Job satisfaction positively leads to life satisfaction, whereas organizational commitment negatively relates to turnover intention. Conclusion This study concludes that role overload and work-family conflict as two stressors related to job demands and organizational support as the job resource factor to affect emotional exhaustion which further influence well-being in bus driver context. The moderating effects of both extraversion and neuroticism on the relationship between job demands and emotional exhaustion are evident.

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Section: Discussionsupporting

confidence: 91%

Section: Discussionmentioning

confidence: 99%

Taking a Closer Look at Bus Driver Emotional Exhaustion and Well-Being: Evidence from Taiwanese Urban Bus Drivers

Chen

Hsu

2020

Safety and Health at Work

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“…From a study conducted by Lin and Yu, (2020), alleged deviant behaviour was increasing in between organisation employees and measures must be taken to control and find the cause of deviant behaviour. On the same note, emotional labour was found to be adopted by service personal to alter their felling in case uncivil situation (Xu & Cao, 2020). Organisational researchers need to better understand what constitutes uncivil supervisor and co-worker behaviours and how to reduce their occurrences in workplaces (Roberts & David, 2020).…”

Section: Introductionmentioning

confidence: 99%

The Influence of Co-Worker Incivility Towards Deviant Behaviour: a Quantitative Study of Casual Dining Restaurants Frontline Employees in the Klang Valley, Malaysia

Hassan¹

2021

ITII

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The past decade has seen a growing number of casual dining restaurants in Malaysia. This trend of consumption is due to modern lifestyle, socio-demographic, and social media influence. Nevertheless, restaurants struggle to maintain a productive work environment and report to have association with incivility and deviant behaviour which in long run create destruction. The aim of this paper is to examine the influence of co-worker incivility towards employees performing deviant behaviour with the moderating role of emotional labour. Total of 120 questionnaires were distributed to the frontline employees of casual restaurants in the Klang Valley. The result pointed out that there was a significant positive correlation between co-worker incivility and deviant behaviour with a moderating effect of emotional labour.

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“…The second example uses a part of the data set from an unpublished study and focuses on emotional labor, a widely studied variable in the hospitality literature (Xu et al, 2020). Emotional labor is defined as the process of regulating both feelings and expressions in response to the display rules for promoting organizational goals (Grandey, 2000).…”

Section: Introductionmentioning

confidence: 99%

Collecting Repeated Data Over Time: Applying Experience Sampling Methodology to the Hospitality Management Context

Lee

Madera

2020

Cornell Hospitality Quarterly

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While organizational and management research has implemented the use of experience sampling methods (ESM), hospitality management research has yet to reap the benefits of this method and design. ESM involves collecting data at several time points from participants as they experience organizational phenomena, measuring the variations and oscillations in attitudes, behaviors, and performance. This article seeks to define ESM for hospitality research, highlight the strengths, outline the challenges of ESM, and offer best practices by using ESM data from three hospitality industry examples. Each example compares cross-sectional data collection methods and analyses to ESM data collection methods and analyses to compare the different results of the data collection methods.

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Antecedents and outcomes of emotional labour in hospitality and tourism: A meta-analysis

Cited by 85 publications

References 120 publications

Taking a Closer Look at Bus Driver Emotional Exhaustion and Well-Being: Evidence from Taiwanese Urban Bus Drivers

Taking a Closer Look at Bus Driver Emotional Exhaustion and Well-Being: Evidence from Taiwanese Urban Bus Drivers

The Influence of Co-Worker Incivility Towards Deviant Behaviour: a Quantitative Study of Casual Dining Restaurants Frontline Employees in the Klang Valley, Malaysia

Collecting Repeated Data Over Time: Applying Experience Sampling Methodology to the Hospitality Management Context

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