Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/27152
Title: When I put on my service mask : determinants and outcomes of emotional labor among hotel service providers according to affective event theory
Authors: Lam, W 
Chen, Z
Keywords: Affective event theory
Emotional labor
Hotel service employees
Negative emotions
Service quality
Issue Date: 2012
Publisher: Elsevier Sci Ltd
Source: International journal of hospitality management, 2012, v. 31, no. 1, p. 3-11 How to cite?
Journal: International Journal of Hospitality Management 
Abstract: This article develops and tests a model of emotional labor in the hotel industry using affective event theory. A multiple-wave longitudinal analysis using data from 424 hotel service employees and their immediate supervisors reveals how work contexts (supervisory support) affect work events (interactional justice), and thereby influence the affective (negative emotions), attitudinal (job satisfaction), and behavioral (emotional labor, service quality, and voluntary turnover) reactions of hotel service employees. The results show that (1) supervisory support relates positively to supervisory interactional justice; (2) supervisory interactional justice is negatively associated with negative emotions; (3) negative emotions relate positively to surface acting and negatively to deep acting; (4) surface acting leads to lower job satisfaction, whereas deep acting leads to higher job satisfaction; and (5) job satisfaction leads to higher service quality and lower turnover. The implications suggest important recommendations for hotel managers.
URI: http://hdl.handle.net/10397/27152
DOI: 10.1016/j.ijhm.2011.04.009
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