The Moderating Effect of Prosocial Behavior on the Relationship between Emotional Labor and Emotional Exhaustion of Hotel Employees: based on the Multivariate Linear Regression

Jin, Yixing; Cheng, Lin; Wu, Peng; Wang, Yingda

doi:10.1109/dfhmc52214.2020.00031

Cited by 3 publications

(3 citation statements)

References 9 publications

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“…Our findings show that positive display rules positively affect deep acting and the expression of naturally felt emotions, while negative display rules negatively affect surface acting; this is consistent with the research results of Kim (2008) [52] and Cheung et al (2018) [111]. Deep acting and the expression of naturally felt emotions are related to low emotional exhaustion and high job satisfaction, while surface acting is related to high emotional exhaustion and low job satisfaction; this finding is consistent with the research results of Jin et al (2020) [7], Lee et al (2019) [73], Muparangi et al (2021) [61], and Noreen et al (2021) [13]. However, our results are slightly different from those of Anafarta (2015), whose results show that the expression of naturally felt emotions is not related to job satisfaction.…”

Section: Resultssupporting

confidence: 90%

“…Since Hochschild (1983) introduced the concept of emotional labor strategy, most studies have divided emotional labor strategy into two dimensions: surface acting and deep acting [6][7][8][9]. The expression of naturally felt emotions was proposed as a new emotional labor strategy by Ashforth & Humphrey (1993) and Diefendorff et al (2005) [10,11].…”

Section: Introductionmentioning

confidence: 99%

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Does Emotional Labor Trigger Turnover Intention? The Moderating Effect of Fear of COVID-19

Zhu,

Park,

et al. 2023

Sustainability

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Turnover is a costly and time-consuming expense, especially for service industry businesses. To date, little is known about whether and how emotional labor may activate employee turnover intention in the service industry. In order to solve the above problems and fill the gaps, this study aimed to verify how emotional labor can trigger turnover intention during the COVID-19 pandemic. Based on job characteristics theory and job demands–resources theory, this study examined whether emotional display rules and emotional labor strategies affect turnover intention brought on by emotional exhaustion and job dissatisfaction, with fear of COVID-19 as a moderator. After testing our hypotheses using a sample of 623 individuals from China’s service industry, this study found that emotional display rules (positive and negative display rules) are significantly related to emotional labor strategies (deep acting, expression of naturally felt emotions, and surface acting). In particular, positive display rules have a positive impact on deep acting and the expression of naturally felt emotions and are more closely related to the expression of naturally felt emotions. Negative display rules negatively affect surface acting. Moreover, emotional labor strategies correlate significantly with emotional exhaustion, job satisfaction/dissatisfaction, and subsequent turnover intention. Thus, deep acting and the expression of naturally felt emotions are related to low emotional exhaustion and high job satisfaction, while surface acting is related to high emotional exhaustion and low job satisfaction. Emotional exhaustion has a negative effect on job satisfaction and a positive effect on turnover intention. Job satisfaction significantly weakens turnover intention. In addition, fear of COVID-19 has a moderating effect on the relationship between job satisfaction and turnover intention. The group with a high fear of COVID-19 has higher turnover intention even in job satisfaction situations than the group with a low fear of COVID-19. This work advances emotional labor research by combining two dimensions of emotional display rules and three dimensions of emotional labor strategies into a framework, investigating the mechanism through which emotional labor influences turnover intention, and revealing the moderating effect of fear of COVID-19 in the process.

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Section: Resultssupporting

confidence: 90%

Section: Introductionmentioning

confidence: 99%

Does Emotional Labor Trigger Turnover Intention? The Moderating Effect of Fear of COVID-19

Zhu,

Park,

et al. 2023

Sustainability

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“…The adaptive selling volume table uses a scale compiled by Jin et al, using a 6-item questionnaire on the extent to which salespeople tend to practice adaptive selling. The representative questions include "I am confident that I will change the sales method in the process of interacting with customers" [17]. After deleting the item with the lowest factor loading (0.43) (the ability to collect information about sales to promote adaptive behavior), the reliability of the scale is better (α = 0.925).…”

Section: Questionnaires and Measurementsmentioning

confidence: 99%

The Effect of Customer Orientation on Tour Guide Task Performance: Based on Bootstrapping Method

Wang¹,

Yao²,

Jin³

et al. 2023

Proceedings of the 4th Management Science Informatization and Economic Innovation Development Conference, MSIEID 2022, December

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In order to improve the task performance of tour guides, this study explored the mediating mechanism and boundary conditions of the influence of customer orientation on task performance of tour guides, and constructed a relationship model among customer orientation, adaptive selling, task performance, and social support. This study uses the nonparametric percentile bootstrapping method with deviation correction by AMOS software and SPSS software to analyze the data. The results showed that customer orientation positively affected task performance of tour guides, and social support strengthened this relationship; adaptive selling played a full mediating role between customer orientation and task performance of tour guides. That is to say, travel agencies can improve the task performance of tour guides by creating a supportive climate, promoting a customer-oriented culture, and strengthening the training about adaptive selling ability.

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The parental COVID-19 anxiety and emotional exhaustion in healthcare workers: exploring the roles of resilience, prosocialness, and optimism

et al. 2023

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Healthcare workers (HCWs) also became the main protagonist of the tragic pandemic story. They have had a markedly higher risk of becoming infected with COVID-19. Outside work, healthcare workers with children have experienced mental health challenges, including the worry that they may carry COVID-19 home and infect their children. Based on these, the current study aimed to examine the effect of parental COVID-19 anxiety on emotional exhaustion and identify the roles of resilience, prosocialness, and optimism in this relationship. The findings demonstrated that prosocialness moderated the relationship between personal COVID-19 anxiety and emotional exhaustion by alleviating the depleting effects of personal COVID-19 anxiety. At the same time, prosocialness reinforced the negative effect of resilience on emotional exhaustion. On the other side, optimism moderated the relationship between parental COVID-19 anxiety and resilience by alleviating the adverse effect of parental COVID-19 anxiety. Moreover, it buffered the exacerbating effect of parental anxiety on personal anxiety. In conclusion, promoting personal resources (i.e., resilience, prosocialness, and optimism) seems an excellent way to mitigate the adverse consequences of the pandemic on mental health. Furthermore, the increment in parental mental health problems during COVID-19 pandemic may have long-term effects on children. Considering this perspective, we need to develop a proactive approach for parents’ now and children’s futures.

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The Moderating Effect of Prosocial Behavior on the Relationship between Emotional Labor and Emotional Exhaustion of Hotel Employees: based on the Multivariate Linear Regression

Cited by 3 publications

References 9 publications

Does Emotional Labor Trigger Turnover Intention? The Moderating Effect of Fear of COVID-19

Does Emotional Labor Trigger Turnover Intention? The Moderating Effect of Fear of COVID-19

The Effect of Customer Orientation on Tour Guide Task Performance: Based on Bootstrapping Method

The parental COVID-19 anxiety and emotional exhaustion in healthcare workers: exploring the roles of resilience, prosocialness, and optimism

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