Chinese hotel employees in the smiling masks: roles of job satisfaction, burnout, and supervisory support in relationships between emotional labor and performance

Ziguang Chen, Hongwei Sun, Kwok Yee Wing Lam, Qing Hu, Yuanyuan Huo, Jian An Zhong

Research output: Journal article publicationJournal articleAcademic researchpeer-review

61 Citations (Scopus)

Abstract

Using survey data obtained from 206 frontline hotel employees (Study 1) and 111 employee-supervisor dyads (Study 2), we examined how the emotional labor of hotel employees was associated with affective and behavioral outcomes. We found that surface acting was negatively related to job satisfaction but positively related to burnout. Meanwhile, deep acting was positively related to job satisfaction but negatively related to burnout. Additionally, job satisfaction and burnout were found to mediate the relationship between emotional labor and work performance. We further found that supervisory support moderated the relationships between emotional labor and job satisfaction and burnout.
Original languageEnglish
Pages (from-to)826-845
Number of pages20
JournalInternational Journal of Human Resource Management
Volume23
Issue number4
DOIs
Publication statusPublished - 1 Feb 2012

Keywords

  • burnout
  • cognitive dissonance
  • emotional labor
  • job satisfaction
  • supervisory support

ASJC Scopus subject areas

  • Strategy and Management
  • Organizational Behavior and Human Resource Management
  • Management of Technology and Innovation

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