Frontline employees’ passion and emotional exhaustion: The mediating role of emotional labor strategies

Chen, Kuan‐Yu; Chang, Ching-Wen; Wang, Chenghua

doi:10.1016/j.ijhm.2018.05.006

Cited by 131 publications

(98 citation statements)

References 81 publications

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“…As shown in Table 1, more than half of the respondents were female (62.0%), reflecting the reality that the majority of frontline employees in Chinese hotels are female (Chen, Chang, & Wang, 2018; Li & Hsu, 2016a). More than two thirds were aged 35 years or below.…”

Section: Resultsmentioning

confidence: 99%

Enhancing Employee Innovation Through Customer Engagement: The Role of Customer Interactivity, Employee Affect, and Motivations

Ying

2019

Journal of Hospitality & Tourism Research

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Customer engagement involves customers’ interactive experiences with a brand or service provider. Focusing on the hotel industry, this study investigates the role of customer interactivity, positive affect, and employee motivations in enhancing employees’ innovative behaviors under the S-O-R (stimulus–organism–response) framework. Using data collected via a mixed-mode quantitative survey of 830 Chinese hotel employees, the authors developed and tested a structural model. The findings suggest that customer interactivity, positive affect, and motivations as influential factors affect employee innovative behavior. Specifically, customer interactivity influences employee innovative behavior directly and indirectly through positive affect and intrinsic and extrinsic motivations. Theoretically, the study clarifies the mechanisms underpinning the effect of customer interactivity on employees’ innovative behaviors and extends the S-O-R model by applying it in the organizational behavior domain. Practically, the results highlight a need for reward systems to incorporate measures of employee performance in relation to fostering customer interactivity and engagement.

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Section: Resultsmentioning

confidence: 99%

Enhancing Employee Innovation Through Customer Engagement: The Role of Customer Interactivity, Employee Affect, and Motivations

Ying

2019

Journal of Hospitality & Tourism Research

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“…Thus, surface acting is expected to relate to all three dimensions of burnout. Chen et al (2019) found that surface labor leads to more burnout.…”

Section: Study 5 the Formal Scale Validationmentioning

confidence: 99%

Emotional Labor: Scale Development and Validation in the Chinese Context

2019

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Based on the specific cultural context to add greater theoretical precision to emotional labor, we developed the Chinese version scale of emotional labor. For a comprehensive construct development and validation of the new scale, we carried out five studies. First, we used grounded theory methodologies, performed analysis of data from field observations of 15 frontline employees through insider's angle (Study 1) and in-depth interviews with 35 employees (Study 2), and preliminarily glimpsed the main content of emotional labor in China. Second, combined with existing literature and open-ended questionnaires with 110 employees (Study 3), we identified four dimensions labeled as surface acting, deep acting, expression of naturally felt emotions and emotion termination, and established the initial items. Third, Study 4 with 166 service workers from China was performed to demonstrate the validity, reliability, and acceptable psychometric properties of the scale and thus formed the formal scale. Finally, multi-wave data with 403 Chinese samples (Study 5) were collected for validating the formal scale. Future researchers can employ this validated scale to investigate emotional labor in Chinese service settings. We expect the emotional labor phenomena in the Chinese context can add valuable and novel insight into the stock of emotional labor knowledge in numerous geographical and cultural contexts.

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“…8,40 Delgado et al 41 stressed that the ability to deal with the conflict of work rights and duty is required for workers who interact with patients and their family members in hospitals. Chen et al 42 reported that front-line workers with a strong desire for harmony tend to adopt a more aggressive strategy when confronted with emotional labor to effectively protect themselves from emotional exhaustion. In contrast, other workers experience dissonance between their outward behavior and inner feelings, which likely exhausts their emotional energy.…”

Section: Discussionmentioning

confidence: 99%

Emotional Labor Is Associated With the Mental Health of Respiratory Therapists in Hospitals

2020

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BACKGROUND: Respiratory therapists (RTs) play important roles in providing ventilator support to patients in hospitals. They are on the front line in respiratory cases and work with physicians to help patients survive. However, questions remain regarding whether the mental health conditions at work are protected and secured for RTs. This study aimed to explore the risk factors of mental illness for RTs and to design an app to allow individual RTs to seek assistance at an earlier stage. METHODS: A total of 642 RTs from 107 two-tiered hospitals in Taiwan were randomly selected to complete a 44-item, 5-category questionnaire regarding emotional labor and mental health in 2019. Exploratory factor analysis, the Rasch model, descriptive statistics, the nonparametric Mann-Whitney U test, the Kruskal-Wallis test for unpaired t test, and one-way analysis of variance were performed to examine the demographic characteristics and emotional labor and mental health factors that influence RTs' mental health. An app was then designed to evaluate their mental health status. RESULTS: A total of 352 questionnaires were eligible, with a return rate of 54.8% (352 of 642). About 62.8% came from medical centers and 37.2% from regional hospitals. There were 311 (88.4%) women and 41 (11.6%) men, with a mean 6 SD age of 37 6 9.5 y. Six construct factors were extracted from the responses. The overall reliability of the emotional labor and mental health questionnaire for each subscale beyond 0.70 was evident based on internal consistency and stability in the data. Four risk factors (ie, basic emotional expression, superficial emotional control, emotional diversity extent, and weekly work hours) influenced RT mental health. All findings were applied to design an app for RTs to evaluate their mental health at work. CONCLUSIONS: Four risk factors were verified to influence RT mental health. An app was developed to detect their mental health and allow them to seek assistance at an earlier stage.

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Frontline employees’ passion and emotional exhaustion: The mediating role of emotional labor strategies

Cited by 131 publications

References 81 publications

Enhancing Employee Innovation Through Customer Engagement: The Role of Customer Interactivity, Employee Affect, and Motivations

Enhancing Employee Innovation Through Customer Engagement: The Role of Customer Interactivity, Employee Affect, and Motivations

Emotional Labor: Scale Development and Validation in the Chinese Context

Emotional Labor Is Associated With the Mental Health of Respiratory Therapists in Hospitals

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